A Study on Customer Relationship Quality and Customer Citizenship Behavior — Evidence from Online Shopping Behavior of College Students

DOI

10.2991/icicci-15.2015.34How to use a DOI?

Keywords

Keywords-online vendors’ attributes; online relationship quality; customer citizenship behavior.

Abstract

Abstract—The authors propose a conceptual model that links online vendors’ attributes, online relationship quality, and customer citizenship behavior. They estimate this model on data from 288 consumers across 15 sites, using structural equation analysis. The results show that order fulfillment is the most influential determinants of online relationship quality for online vendors.

Copyright

© 2015, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Xiangyu Meng
AU  - Guicheng Shi
AU  - Meng Xianyong
AU  - Zhengbo Wang
PY  - 2015/09
DA  - 2015/09
TI  - A Study on Customer Relationship Quality and Customer Citizenship Behavior — Evidence from Online Shopping Behavior of College Students
BT  - Proceedings of the 2nd International Conference on Intelligent Computing and Cognitive Informatics
PB  - Atlantis Press
SP  - 149
EP  - 152
SN  - 1951-6851
UR  - https://doi.org/10.2991/icicci-15.2015.34
DO  - 10.2991/icicci-15.2015.34
ID  - Meng2015/09
ER  -