Repurchase behavior in B2C ecommerce - A relationship quality perspective

Yixiang Zhang; Yulin Fang; Kwok Kee Wei; Elaine Ramsey; Patrick McCole; Huaping Chen

Repurchase behavior in B2C ecommerce - A relationship quality perspective

Yixiang Zhang^*, Yulin Fang, Kwok Kee Wei, Elaine Ramsey, Patrick McCole, Huaping Chen

^*Corresponding author for this work

Queen's University Belfast

Research output: Contribution to conference › Paper › peer-review

1 Citation (Scopus)

Abstract

Information systems research continues to pay increasing attention to online customer retention. Drawing on the relationship marketing literature, this study formulates and tests a theoretical model to explain B2C ecommerce consumer repurchase intention from the perspective of relationship quality. The model was empirically tested through a large-scale survey conducted in Northern Ireland. The results show that relationship quality impacts consumer repurchase intention positively. Meanwhile, relationship quality is positively influenced by vendor expertise on order fulfillment, vendor reputation, and website usability. Vendor opportunistic behavior influences relationship quality negatively. Implications for future research and practice are also discussed.

Original language	English
Publication status	Published - 01 Dec 2008
Event	12th Pacific Asia Conference on Information Systems: Leveraging ICT for Resilient Organizations and Sustainable Growth in the Asia Pacific Region, PACIS 2008 - Suzhou, China Duration: 03 Jul 2008 → 07 Jul 2008

Conference

Conference	12th Pacific Asia Conference on Information Systems: Leveraging ICT for Resilient Organizations and Sustainable Growth in the Asia Pacific Region, PACIS 2008
Country/Territory	China
City	Suzhou
Period	03/07/2008 → 07/07/2008

Keywords

Relationship quality
Repurchase intention

ASJC Scopus subject areas

Information Systems

Cite this

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title = "Repurchase behavior in B2C ecommerce - A relationship quality perspective",

abstract = "Information systems research continues to pay increasing attention to online customer retention. Drawing on the relationship marketing literature, this study formulates and tests a theoretical model to explain B2C ecommerce consumer repurchase intention from the perspective of relationship quality. The model was empirically tested through a large-scale survey conducted in Northern Ireland. The results show that relationship quality impacts consumer repurchase intention positively. Meanwhile, relationship quality is positively influenced by vendor expertise on order fulfillment, vendor reputation, and website usability. Vendor opportunistic behavior influences relationship quality negatively. Implications for future research and practice are also discussed.",

keywords = "Relationship quality, Repurchase intention",

author = "Yixiang Zhang and Yulin Fang and Wei, {Kwok Kee} and Elaine Ramsey and Patrick McCole and Huaping Chen",

year = "2008",

month = dec,

day = "1",

language = "English",

note = "12th Pacific Asia Conference on Information Systems: Leveraging ICT for Resilient Organizations and Sustainable Growth in the Asia Pacific Region, PACIS 2008 ; Conference date: 03-07-2008 Through 07-07-2008",

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Repurchase behavior in B2C ecommerce - A relationship quality perspective. / Zhang, Yixiang; Fang, Yulin; Wei, Kwok Kee et al.
2008. Paper presented at 12th Pacific Asia Conference on Information Systems: Leveraging ICT for Resilient Organizations and Sustainable Growth in the Asia Pacific Region, PACIS 2008, Suzhou, China.

Research output: Contribution to conference › Paper › peer-review

TY - CONF

T1 - Repurchase behavior in B2C ecommerce - A relationship quality perspective

AU - Zhang, Yixiang

AU - Fang, Yulin

AU - Wei, Kwok Kee

AU - Ramsey, Elaine

AU - McCole, Patrick

AU - Chen, Huaping

PY - 2008/12/1

Y1 - 2008/12/1

N2 - Information systems research continues to pay increasing attention to online customer retention. Drawing on the relationship marketing literature, this study formulates and tests a theoretical model to explain B2C ecommerce consumer repurchase intention from the perspective of relationship quality. The model was empirically tested through a large-scale survey conducted in Northern Ireland. The results show that relationship quality impacts consumer repurchase intention positively. Meanwhile, relationship quality is positively influenced by vendor expertise on order fulfillment, vendor reputation, and website usability. Vendor opportunistic behavior influences relationship quality negatively. Implications for future research and practice are also discussed.

AB - Information systems research continues to pay increasing attention to online customer retention. Drawing on the relationship marketing literature, this study formulates and tests a theoretical model to explain B2C ecommerce consumer repurchase intention from the perspective of relationship quality. The model was empirically tested through a large-scale survey conducted in Northern Ireland. The results show that relationship quality impacts consumer repurchase intention positively. Meanwhile, relationship quality is positively influenced by vendor expertise on order fulfillment, vendor reputation, and website usability. Vendor opportunistic behavior influences relationship quality negatively. Implications for future research and practice are also discussed.

KW - Relationship quality

KW - Repurchase intention

UR - http://www.scopus.com/inward/record.url?scp=84862912962&partnerID=8YFLogxK

M3 - Paper

AN - SCOPUS:84862912962

T2 - 12th Pacific Asia Conference on Information Systems: Leveraging ICT for Resilient Organizations and Sustainable Growth in the Asia Pacific Region, PACIS 2008

Y2 - 3 July 2008 through 7 July 2008

ER -

Repurchase behavior in B2C ecommerce - A relationship quality perspective

Abstract

Conference

Keywords

ASJC Scopus subject areas

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