Effects of outcome, process and shopping enjoyment on online consumer behaviour

Please use this identifier to cite or link to this item: https://doi.org/10.1016/j.elerap.2006.04.004

Title:	Effects of outcome, process and shopping enjoyment on online consumer behaviour
Authors:	Cai, S. Xu, Y.
Keywords:	Customer loyalty Customer satisfaction Online customer value Outcome value Process value Shopping enjoyment
Issue Date:	2006
Citation:	Cai, S., Xu, Y. (2006). Effects of outcome, process and shopping enjoyment on online consumer behaviour. Electronic Commerce Research and Applications 5 (4) : 272-281. ScholarBank@NUS Repository. https://doi.org/10.1016/j.elerap.2006.04.004
Abstract:	Customer value is one of the most powerful forces in today's marketplace and emerging as the strategic imperative for the 1990s. In this study, we proposed a three-component customer value model for e-commerce. Drawing upon the literature in marketing and information systems, our research model decomposed customer value into process value, outcome value, and shopping enjoyment. The results from this study showed that outcome value and process value contributed significantly to customer satisfaction and loyalty. Also, evidences confirmed that customer satisfaction affect customer loyalty. Enjoyment, however, had no significant positive impact on customer satisfaction. © 2006 Elsevier B.V. All rights reserved.
Source Title:	Electronic Commerce Research and Applications
URI:	http://scholarbank.nus.edu.sg/handle/10635/42545
ISSN:	15674223
DOI:	10.1016/j.elerap.2006.04.004
Appears in Collections:	Staff Publications

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