Examining the effects of the customer loyalty states on the word of mouth about retail web-sites

Sanjit Kumar Roy, Gul Butaney, Bhupin Bhutaney

Research output: Contribution to conferenceConference presentation/ephemerapeer-review

2 Citations (Scopus)

Abstract

This study empirically examines the Influence of the Cognitive, Affective, Conative and Action Loyalty states as conceptualized by Oliver (1999) on the Word-of-mouth behavior about retail websites from the customers of the sites. Structural equation model is used to estimate the path coefficients between the loyalty states and the Word- of- Mouth- behavior. Data collected from 511 under graduate and graduate students from a business university suggest the existence of significant paths from the Affective, Conative and Action loyalty states to site-customer' s word of mouth about the website. Results of the study, managerial implications and directions for future research are discussed.

Original languageEnglish
Publication statusPublished - 2009
Externally publishedYes
Event13th Pacific Asia Conference on Information Systems: IT Services in a Global Environment, PACIS 2009 - Hyderabad, India
Duration: 10 Jul 200912 Jul 2009

Conference

Conference13th Pacific Asia Conference on Information Systems: IT Services in a Global Environment, PACIS 2009
Abbreviated titlePACIS 2009
Country/TerritoryIndia
CityHyderabad
Period10/07/0912/07/09

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