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

Sanjit Kumar Roy; Gul Butaney; Bhupin Bhutaney

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 conference › Conference presentation/ephemera › peer-review

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 language	English
Publication status	Published - 2009
Externally published	Yes
Event	13th Pacific Asia Conference on Information Systems: IT Services in a Global Environment, PACIS 2009 - Hyderabad, India Duration: 10 Jul 2009 → 12 Jul 2009

Conference

Conference	13th Pacific Asia Conference on Information Systems: IT Services in a Global Environment, PACIS 2009
Abbreviated title	PACIS 2009
Country/Territory	India
City	Hyderabad
Period	10/07/09 → 12/07/09

Cite this

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title = "Examining the effects of the customer loyalty states on the word of mouth about retail web-sites",

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.",

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Examining the effects of the customer loyalty states on the word of mouth about retail web-sites. / Roy, Sanjit Kumar; Butaney, Gul; Bhutaney, Bhupin.
2009. Paper presented at 13th Pacific Asia Conference on Information Systems: IT Services in a Global Environment, PACIS 2009, Hyderabad, India.

Research output: Contribution to conference › Conference presentation/ephemera › peer-review

TY - CONF

T1 - Examining the effects of the customer loyalty states on the word of mouth about retail web-sites

AU - Roy, Sanjit Kumar

AU - Butaney, Gul

AU - Bhutaney, Bhupin

PY - 2009

Y1 - 2009

N2 - 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.

AB - 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.

KW - Action loyalty

KW - Affective

KW - Cognitive

KW - Conative

KW - Word-of-mouth

UR - http://www.scopus.com/inward/record.url?scp=84855706419&partnerID=8YFLogxK

M3 - Conference presentation/ephemera

T2 - 13th Pacific Asia Conference on Information Systems: IT Services in a Global Environment, PACIS 2009

Y2 - 10 July 2009 through 12 July 2009

ER -

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

Abstract

Conference

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