{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,2,12]],"date-time":"2026-02-12T18:05:10Z","timestamp":1770919510506,"version":"3.50.1"},"reference-count":85,"publisher":"Emerald","issue":"9","license":[{"start":{"date-parts":[[2016,10,17]],"date-time":"2016-10-17T00:00:00Z","timestamp":1476662400000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["IMDS"],"published-print":{"date-parts":[[2016,10,17]]},"abstract":"<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title>\n<jats:p>Stimulated by trends in group purchasing and online social communities, consumers are changing their shopping behavior and increasingly turning to websites for their shopping needs. The purpose of this paper is to investigate how website quality influences shopping websites to create value for the customer and promote loyalty among customers, as well as moderating effects of online shopping experience.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title>\n<jats:p>This study collected data from 275 respondents for testing against the proposed research model by means of the partial least squares (PLS) path modeling. ADANCO software was used to assess the reliability and validity of the measurement model, conduct an analysis of the goodness of model fit for the overall model, and test the hypotheses through structural modeling.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Findings<\/jats:title>\n<jats:p>Empirical results demonstrate that system quality and electronic service quality (e-service quality) have a significant positive effect on the perceived value of consumer\/seller relationship; the perceived value of the consumer\/seller relationship has a significant positive effect on online loyalty; online shopping experience does not exert a moderating effect on the relationship between website quality and the perceived value of consumer\/seller relationship.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title>\n<jats:p>This study applied the PLS path modeling approach using ADANCO variance-based structural equation modeling software to verify that website quality plays an important role in distinguishing a brand from other brands in e-tailing, making it an essential factor of a shopping website\u2019s business success. This study further verified that the amount of previous online shopping experience a consumer has does not interfere with the positive influence that website quality exerts on the perceived value of the consumer\/seller relationship. The above indicates that it is imperative for website managers to adopt online shopping experience of consumers as a market segmentation variable so as to enhance website quality, increase the perceived value of consumer-seller relationships, and win consumer loyalty.<\/jats:p>\n<\/jats:sec>","DOI":"10.1108\/imds-07-2015-0293","type":"journal-article","created":{"date-parts":[[2016,10,20]],"date-time":"2016-10-20T09:51:25Z","timestamp":1476957085000},"page":"1987-2010","source":"Crossref","is-referenced-by-count":76,"title":["Intensifying online loyalty! The power of website quality and the perceived value of consumer\/seller relationship"],"prefix":"10.1108","volume":"116","author":[{"given":"Wen-Chin","family":"Tsao","sequence":"first","affiliation":[]},{"given":"Ming-Tsang","family":"Hsieh","sequence":"additional","affiliation":[]},{"given":"Tom M.Y.","family":"Lin","sequence":"additional","affiliation":[]}],"member":"140","reference":[{"issue":"4","key":"key2020121202370349300_ref001","doi-asserted-by":"crossref","first-page":"405","DOI":"10.1016\/j.elerap.2004.05.001","article-title":"The impact of the online and offline features on the user acceptance of internet shopping malls","volume":"3","year":"2004","journal-title":"Electronic Commerce Research and Applications"},{"issue":"6","key":"key2020121202370349300_ref002","doi-asserted-by":"crossref","first-page":"467","DOI":"10.1016\/S0378-7206(01)00113-6","article-title":"Developing and validating an instrument for measuring user-perceived web quality","volume":"39","year":"2002","journal-title":"Information & Management"},{"issue":"1","key":"key2020121202370349300_ref003","doi-asserted-by":"crossref","first-page":"78","DOI":"10.1177\/0049124187016001004","article-title":"Practical issues in structural modelling","volume":"16","year":"1987","journal-title":"Sociological Methods and Research"},{"issue":"1","key":"key2020121202370349300_ref004","first-page":"97","article-title":"The effects of information privacy and online shopping experience in e-commerce","volume":"15","year":"2011","journal-title":"Academy of Marketing Studies Journal"},{"issue":"2","key":"key2020121202370349300_ref005","doi-asserted-by":"crossref","first-page":"201","DOI":"10.1016\/S0167-9236(01)00111-7","article-title":"An empirical analysis of the antecedents of electronic commerce service continuance","volume":"32","year":"2001","journal-title":"Decision Support Systems"},{"key":"key2020121202370349300_ref006","unstructured":"Brand Finance (2015), \u201cGlobal 500 2015\u201d, available at: www.brandfinance.com\/images\/upload\/brand_finance_global_500_2015.pdf (accessed July 4, 2015)."},{"issue":"3","key":"key2020121202370349300_ref007","doi-asserted-by":"crossref","first-page":"63","DOI":"10.1016\/S0090-2616(96)90006-6","article-title":"Measuring customer value: gaining the strategic advantage","volume":"24","year":"1996","journal-title":"Organizational Dynamics"},{"issue":"1","key":"key2020121202370349300_ref008","doi-asserted-by":"crossref","first-page":"48","DOI":"10.1016\/j.elerap.2008.09.001","article-title":"The effects of information overload on consumers\u2019 subjective state towards buying decision in the internet shopping environment","volume":"8","year":"2009","journal-title":"Electronic Commerce Research & Applications"},{"issue":"2","key":"key2020121202370349300_ref009","doi-asserted-by":"crossref","first-page":"189","DOI":"10.1287\/isre.14.2.189.16018","article-title":"A partial least squares latent variable modeling approach for measuring interaction effects: results from a Monte Carlo simulation study and an electronic-mail emotion\/adoption study","volume":"14","year":"2003","journal-title":"Information Systems Research"},{"issue":"3","key":"key2020121202370349300_ref010","doi-asserted-by":"crossref","first-page":"271","DOI":"10.1111\/j.1365-2575.2007.00238.x","article-title":"Examining the integrated influence of fairness and quality on learners\u2019 satisfaction and web-based learning continuance intention","volume":"17","year":"2007","journal-title":"Information Systems Journal"},{"issue":"2","key":"key2020121202370349300_ref011","doi-asserted-by":"crossref","first-page":"185","DOI":"10.1080\/14783360500054277","article-title":"Website quality and customer\u2019s behavioural intention: an exploratory study of the role of information asymmetry","volume":"16","year":"2005","journal-title":"Total Quality Management & Business Excellence"},{"key":"key2020121202370349300_ref012","volume-title":"Statistical Power Analysis for The Behavioral Sciences","year":"1988"},{"issue":"6","key":"key2020121202370349300_ref013","doi-asserted-by":"crossref","first-page":"737","DOI":"10.1016\/S1071-5819(03)00041-7","article-title":"On-line trust: concepts, evolving themes, a model","volume":"58","year":"2003","journal-title":"International Journal of Human-Computer Studies"},{"issue":"4","key":"key2020121202370349300_ref014","doi-asserted-by":"crossref","first-page":"9","DOI":"10.1080\/07421222.2003.11045748","article-title":"The DeLone and McLean model of information systems success: a ten-year update","volume":"19","year":"2003","journal-title":"Journal of Management Information Systems"},{"issue":"1","key":"key2020121202370349300_ref015","doi-asserted-by":"crossref","first-page":"31","DOI":"10.1080\/10864415.2004.11044317","article-title":"Measuring e-commerce success applying the DeLone and McLean information systems success model","volume":"9","year":"2004","journal-title":"Information Journal of Electronic Commerce"},{"issue":"6","key":"key2020121202370349300_ref016","doi-asserted-by":"crossref","first-page":"771","DOI":"10.1016\/j.jbusres.2011.09.017","article-title":"Website performance and behavioral consequences: a formative measurement approach","volume":"66","year":"2013","journal-title":"Journal of Business Research"},{"issue":"2","key":"key2020121202370349300_ref017","doi-asserted-by":"crossref","first-page":"297","DOI":"10.25300\/MISQ\/2015\/39.2.02","article-title":"Consistent partial least squares path modelling","volume":"39","year":"2015","journal-title":"MIS Quarterly"},{"issue":"7\/8","key":"key2020121202370349300_ref018","first-page":"116","article-title":"Stop trying to delight your customers","volume":"88","year":"2010","journal-title":"Harvard Business Review"},{"key":"key2020121202370349300_ref083","unstructured":"eMarkete (2014), \u201cRetail sales worldwide will top $22 trillion this year\u201d, available at: www.emarketer.com\/Article\/Retail-Sales-Worldwide-Will-Top-22-Trillion-This-Year\/1011765 (accessed July 4, 2015)."},{"issue":"1","key":"key2020121202370349300_ref019","doi-asserted-by":"crossref","first-page":"6","DOI":"10.1177\/002224299205600103","article-title":"A national customer satisfaction barometer: the Swedish experience","volume":"56","year":"1992","journal-title":"Journal of Marketing"},{"issue":"1","key":"key2020121202370349300_ref020","doi-asserted-by":"crossref","first-page":"39","DOI":"10.1177\/002224378101800104","article-title":"Evaluating structural equation models with unobservable variables and measurement error","volume":"18","year":"1981","journal-title":"Journal of Marketing Research"},{"issue":"7","key":"key2020121202370349300_ref021","doi-asserted-by":"crossref","first-page":"450","DOI":"10.1108\/08876040910995248","article-title":"Category-specific RECIPEs for internet retailing quality","volume":"23","year":"2009","journal-title":"Journal of Services Marketing"},{"issue":"4","key":"key2020121202370349300_ref022","doi-asserted-by":"crossref","first-page":"772","DOI":"10.1016\/j.dss.2012.05.011","article-title":"Understanding online purchase decision making: the effects of unconscious thought, information quality and information quantity","volume":"53","year":"2012","journal-title":"Decision Support Systems"},{"issue":"1","key":"key2020121202370349300_ref023","doi-asserted-by":"crossref","first-page":"82","DOI":"10.1016\/j.indmarman.2011.11.013","article-title":"The bonding effects of relationship value and switching costs in industrial buyer-seller relationships: an investigation into role differences","volume":"41","year":"2012","journal-title":"Industrial Marketing Management"},{"issue":"3","key":"key2020121202370349300_ref024","doi-asserted-by":"crossref","first-page":"207","DOI":"10.1016\/j.jsis.2010.05.001","article-title":"Organizational impact of system quality, information quality and service quality","volume":"19","year":"2010","journal-title":"The Journal of Strategic Information Systems"},{"issue":"5","key":"key2020121202370349300_ref025","doi-asserted-by":"crossref","first-page":"565","DOI":"10.1016\/j.jbusres.2008.06.016","article-title":"Consumer e-shopping acceptance: antecedents in a technology acceptance model","volume":"62","year":"2009","journal-title":"Journal of Business Research"},{"issue":"2","key":"key2020121202370349300_ref026","first-page":"139","article-title":"PLS-SEM: indeed a silver bullet","volume":"18","year":"2011","journal-title":"Journal of Marketing Theory and Practice"},{"issue":"3","key":"key2020121202370349300_ref027","doi-asserted-by":"crossref","first-page":"414","DOI":"10.1007\/s11747-011-0261-6","article-title":"An assessment of the use of partial least squares structural equation modeling in marketing research","volume":"40","year":"2012","journal-title":"Journal of the Academy of Marketing Science"},{"key":"key2020121202370349300_ref028","volume-title":"Multivariate Data Analysis","year":"1998"},{"key":"key2020121202370349300_ref029","unstructured":"Henseler, J. (2007), \u201cA new and simple approach to multi-group analysis in partial least squares path modeling\u201d, in Martens, H. and N\u00e6s, T. (Eds), Causalities Explored by Indirect Observation: Proceedings of the 5th International Symposium on PLS and Related Methods (PLS\u201907), PLS, Holland Enschede, pp. 104-107."},{"key":"key2020121202370349300_ref030","unstructured":"Henseler, J. and Dijkstra, T.K. (2014), \u201cADANCO 1.0. Kleve: composite modeling\u201d, available at: www.compositemodeling.com"},{"issue":"1","key":"key2020121202370349300_ref032","doi-asserted-by":"crossref","first-page":"2","DOI":"10.1108\/IMDS-09-2015-0382","article-title":"Using PLS path modeling in new technology research: updated guidelines","volume":"116","year":"2016","journal-title":"Industrial Management & Data Systems"},{"issue":"1","key":"key2020121202370349300_ref033","doi-asserted-by":"crossref","first-page":"115","DOI":"10.1007\/s11747-014-0403-8","article-title":"A new criterion for assessing discriminant validity in variance-based structural equation modelling","volume":"43","year":"2015","journal-title":"Journal of the Academy of Marketing Science"},{"issue":"2","key":"key2020121202370349300_ref031","doi-asserted-by":"crossref","first-page":"182","DOI":"10.1177\/1094428114526928","article-title":"Common beliefs and reality about PLS: comments on R\u00f6nkk\u00f6 & Evermann (2013)","volume":"17","year":"2014","journal-title":"Organizational Research Methods"},{"issue":"3","key":"key2020121202370349300_ref034","doi-asserted-by":"crossref","first-page":"54","DOI":"10.1002\/dir.20043","article-title":"The role of cumulative online purchasing experience in service recovery management","volume":"19","year":"2005","journal-title":"Journal of Interactive Marketing"},{"issue":"1","key":"key2020121202370349300_ref035","doi-asserted-by":"crossref","first-page":"63","DOI":"10.1016\/S0019-8501(97)00038-2","article-title":"Marketing industrial products on the internet","volume":"27","year":"1998","journal-title":"Industrial Marketing Management"},{"issue":"2","key":"key2020121202370349300_ref036","first-page":"241","article-title":"Reducing perceived online shopping risk to enhance loyalty: a website quality perspective","volume":"17","year":"2013","journal-title":"Journal of Risk Research"},{"issue":"1","key":"key2020121202370349300_ref037","first-page":"1","article-title":"A study of the relationship between the value perception and loyalty intention toward an e-retailer website","volume":"17","year":"2012","journal-title":"Journal of Internet Banking & Commerce"},{"issue":"4","key":"key2020121202370349300_ref038","doi-asserted-by":"crossref","first-page":"374","DOI":"10.1016\/j.elerap.2012.04.002","article-title":"Factors influencing internet shopping value and customer repurchase intention","volume":"11","year":"2012","journal-title":"Electronic Commerce Research & Applications"},{"issue":"3","key":"key2020121202370349300_ref039","doi-asserted-by":"crossref","first-page":"327","DOI":"10.2753\/MIS0742-1222290310","article-title":"Investigating the value of sociomaterialism in conceptualizing it capability of a firm","volume":"29","year":"2012","journal-title":"Journal of Management Information Systems"},{"issue":"3","key":"key2020121202370349300_ref040","doi-asserted-by":"crossref","first-page":"221","DOI":"10.1016\/j.intmar.2009.04.009","article-title":"The impact of website quality on information quality, value and loyalty intentions in apparel retailing","volume":"23","year":"2009","journal-title":"Journal of Interactive Marketing"},{"issue":"1","key":"key2020121202370349300_ref041","doi-asserted-by":"crossref","first-page":"51","DOI":"10.1108\/09604520610639964","article-title":"Online service attributes available on apparel retail web sites: an E-S-QUAL approach","volume":"16","year":"2006","journal-title":"Managing Service Quality"},{"issue":"6","key":"key2020121202370349300_ref042","doi-asserted-by":"crossref","first-page":"721","DOI":"10.1080\/0003684022000020850","article-title":"E-commerce and consumer\u2019s purchasing behaviour","volume":"35","year":"2003","journal-title":"Applied Economics"},{"issue":"1","key":"key2020121202370349300_ref043","doi-asserted-by":"crossref","first-page":"75","DOI":"10.1016\/j.jretconser.2008.11.003","article-title":"Shopping value in online auctions: their antecedents and outcomes","volume":"16","year":"2009","journal-title":"Journal of Retailing & Consumer Services"},{"issue":"3","key":"key2020121202370349300_ref044","doi-asserted-by":"crossref","first-page":"13","DOI":"10.1002\/dir.1013","article-title":"Characteristics of virtual experience in electronic commerce: a protocol analysis","volume":"15","year":"2001","journal-title":"Journal of Interactive Marketing"},{"issue":"4","key":"key2020121202370349300_ref045","doi-asserted-by":"crossref","first-page":"291","DOI":"10.1108\/13522750210443245","article-title":"Perceived risks as barriers to internet and e-commerce usage","volume":"5","year":"2002","journal-title":"Qualitative Market Research: An International Journal"},{"issue":"8","key":"key2020121202370349300_ref046","doi-asserted-by":"crossref","first-page":"1377","DOI":"10.1080\/02642060802613541","article-title":"In search of e-service value: technology-exploitation vs certainty-seeking online behaviours","volume":"30","year":"2010","journal-title":"The Service Industries Journal"},{"issue":"3","key":"key2020121202370349300_ref047","doi-asserted-by":"crossref","first-page":"63","DOI":"10.5539\/ibr.v3n3p63","article-title":"The effects of shopping orientations, online trust and prior online purchase experience toward customers\u2019 online purchase intention","volume":"3","year":"2010","journal-title":"International Business Research"},{"issue":"2","key":"key2020121202370349300_ref048","doi-asserted-by":"crossref","first-page":"235","DOI":"10.1207\/s15327906mbr2702_6","article-title":"Guttman on factor analysis and group differences: a comment","volume":"27","year":"1992","journal-title":"Multivariate Behavioral Research"},{"key":"key2020121202370349300_ref049","volume-title":"Latent Variable Path Modeling with Partial Least Squares","year":"1989"},{"issue":"3","key":"key2020121202370349300_ref050","first-page":"423","article-title":"Webqual: a measure of website quality","volume":"13","year":"2002","journal-title":"Marketing Theory and Applications"},{"issue":"4","key":"key2020121202370349300_ref051","doi-asserted-by":"crossref","first-page":"1131","DOI":"10.2307\/41703501","article-title":"The effectiveness of online shopping characteristics and well-designed websites on satisfaction","volume":"36","year":"2012","journal-title":"MIS Quarterly"},{"issue":"2","key":"key2020121202370349300_ref052","doi-asserted-by":"crossref","first-page":"145","DOI":"10.1002\/mar.20384","article-title":"Does involvement matter in online shopping satisfaction and trust?","volume":"28","year":"2011","journal-title":"Psychology & Marketing"},{"issue":"3","key":"key2020121202370349300_ref053","doi-asserted-by":"crossref","first-page":"296","DOI":"10.1287\/isre.13.3.296.76","article-title":"The measurement of web-customer satisfaction: an expectation and disconfirmation approach","volume":"13","year":"2002","journal-title":"Information Systems Research"},{"issue":"2","key":"key2020121202370349300_ref054","doi-asserted-by":"crossref","first-page":"311","DOI":"10.1086\/259630","article-title":"Information and consumer behaviour","volume":"78","year":"1970","journal-title":"Journal of Political Economy"},{"key":"key2020121202370349300_ref055","volume-title":"College Students (Ages 18-24) on the Web","year":"2010"},{"issue":"10\/11","key":"key2020121202370349300_ref056","first-page":"1160","article-title":"The effects of utilitarian and hedonic online shopping value on consumer preference and intentions","volume":"59","year":"2006","journal-title":"Journal of Business Research"},{"key":"key2020121202370349300_ref057","volume-title":"Oxford Internet Survey","author":"OxIS","year":"2005"},{"issue":"3","key":"key2020121202370349300_ref058","doi-asserted-by":"crossref","first-page":"213","DOI":"10.1177\/1094670504271156","article-title":"E-S-QUAL: a multiple-item scale for assessing electronic service quality","volume":"7","year":"2005","journal-title":"Journal of Service Research"},{"issue":"2","key":"key2020121202370349300_ref059","doi-asserted-by":"crossref","first-page":"415","DOI":"10.1016\/j.dss.2011.10.001","article-title":"The effect of pre- and post-service performance on consumer evaluation of online retailers","volume":"52","year":"2012","journal-title":"Decision Support Systems"},{"key":"key2020121202370349300_ref060","first-page":"1","article-title":"The value creation process in customer relationship management","year":"2002","journal-title":"Insight Interactive"},{"key":"key2020121202370349300_ref061","unstructured":"Prindle, D. (2012), \u201cBest online retailers\u201d, available at: www.digitaltrends.com\/lifestyle\/best\u2013online\u2013retailers\/ (accessed October 1, 2013)."},{"issue":"1","key":"key2020121202370349300_ref062","first-page":"97","article-title":"Users\u2019 perceptions towards website quality and its effect on intention to use e-government services in Jordan","volume":"6","year":"2012","journal-title":"International Business Research"},{"issue":"2","key":"key2020121202370349300_ref063","doi-asserted-by":"crossref","first-page":"19","DOI":"10.1108\/03090569610106626","article-title":"The value concept and relationship marketing","volume":"30","year":"1996","journal-title":"European Journal of Marketing"},{"issue":"1","key":"key2020121202370349300_ref064","first-page":"iiv","article-title":"A critical look at the use of PLS-SEM in MIS quarterly","volume":"36","year":"2012","journal-title":"MIS Quarterly"},{"issue":"1","key":"key2020121202370349300_ref065","doi-asserted-by":"crossref","first-page":"136","DOI":"10.1016\/j.indmarman.2011.11.020","article-title":"More is not always better: the impact of relationship functions on customer-perceived relationship value","volume":"41","year":"2012","journal-title":"Industrial Marketing Management"},{"issue":"3","key":"key2020121202370349300_ref066","doi-asserted-by":"crossref","first-page":"28","DOI":"10.1177\/002224297904300303","article-title":"New life-style determinants of women\u2019s food shopping behaviour","volume":"43","year":"1979","journal-title":"Journal of Marketing"},{"issue":"3","key":"key2020121202370349300_ref067","doi-asserted-by":"crossref","first-page":"233","DOI":"10.1108\/09604520310476490","article-title":"E-service quality: a model of virtual service quality dimensions","volume":"13","year":"2003","journal-title":"Managing Service Quality"},{"key":"key2020121202370349300_ref068","doi-asserted-by":"crossref","unstructured":"Sarstedt, M., Henseler, J. and Ringle, C.M. (2011), \u201cMultigroup analysis in partial least squares (PLS) path modeling: alternative methods and empirical results\u201d, Advances in International Marketing, Vol. 10 No. 22, pp. 195-218.","DOI":"10.1108\/S1474-7979(2011)0000022012"},{"issue":"2","key":"key2020121202370349300_ref069","doi-asserted-by":"crossref","first-page":"113","DOI":"10.1111\/j.1470-6431.2007.00647.x","article-title":"The influence of college students\u2019 shopping orientations and gender differences on online information searches and purchase behaviours","volume":"32","year":"2008","journal-title":"International Journal of Consumer Studies"},{"issue":"3","key":"key2020121202370349300_ref070","doi-asserted-by":"crossref","first-page":"453","DOI":"10.1016\/j.ijinfomgt.2013.02.003","article-title":"The effect of site quality on repurchase intention in Internet shopping through mediating variables: the case of university students in South Korea","volume":"33","year":"2013","journal-title":"International Journal of Information Management"},{"issue":"3","key":"key2020121202370349300_ref071","doi-asserted-by":"crossref","first-page":"491","DOI":"10.2307\/20650306","article-title":"Web strategies to promote internet shopping: is cultural-customization needed?","volume":"33","year":"2009","journal-title":"MIS Quarterly"},{"issue":"3","key":"key2020121202370349300_ref072","doi-asserted-by":"crossref","first-page":"338","DOI":"10.1111\/j.1470-6431.2010.00945.x","article-title":"Conflicting attitudes and scepticism towards online shopping: the role of experience","volume":"35","year":"2011","journal-title":"International Journal of Consumer Studies"},{"issue":"9","key":"key2020121202370349300_ref073","doi-asserted-by":"crossref","first-page":"1007","DOI":"10.1080\/14783363.2011.593869","article-title":"The impact of electronic-service quality on online shopping behaviour","volume":"22","year":"2011","journal-title":"Total Quality Management & Business Excellence"},{"issue":"1","key":"key2020121202370349300_ref074","doi-asserted-by":"crossref","first-page":"119","DOI":"10.1007\/s11747-015-0455-4","article-title":"Discriminant validity testing in marketing: an analysis, causes for concern, and proposed remedies","volume":"44","year":"2016","journal-title":"Journal of the Academy of Marketing Science"},{"issue":"3","key":"key2020121202370349300_ref075","doi-asserted-by":"crossref","first-page":"310","DOI":"10.1509\/jmkr.40.3.310.19238","article-title":"Measuring the hedonic and utilitarian dimensions of consumer attitude","volume":"40","year":"2003","journal-title":"Journal of Marketing Research"},{"issue":"4","key":"key2020121202370349300_ref076","doi-asserted-by":"crossref","first-page":"365","DOI":"10.1016\/S0019-8501(01)00156-0","article-title":"Value creation in buyer-seller relationships","volume":"30","year":"2001","journal-title":"Industrial Marketing Management"},{"issue":"1","key":"key2020121202370349300_ref084","doi-asserted-by":"crossref","first-page":"135","DOI":"10.1007\/s10257-010-0156-y","article-title":"The impact of age and shopping experiences on the classification of search, experience and credence goods in online shopping","volume":"10","year":"2012","journal-title":"Information Systems & e-Business Management"},{"issue":"1","key":"key2020121202370349300_ref077","doi-asserted-by":"crossref","first-page":"177","DOI":"10.2307\/20650284","article-title":"Using PLS path modeling for assessing hierarchical construct models: guidelines and empirical illustration","volume":"33","year":"2009","journal-title":"MIS Quarterly"},{"issue":"3","key":"key2020121202370349300_ref078","doi-asserted-by":"crossref","first-page":"183","DOI":"10.1016\/S0022-4359(03)00034-4","article-title":"eTailQ: dimensionalizing, measuring and predicting retail quality","volume":"79","year":"2003","journal-title":"Journal of Retailing"},{"issue":"10","key":"key2020121202370349300_ref079","doi-asserted-by":"crossref","first-page":"799","DOI":"10.1002\/mar.20030","article-title":"Customer perceived value, satisfaction and loyalty: the role of switching costs","volume":"21","year":"2004","journal-title":"Psychology & Marketing"},{"key":"key2020121202370349300_ref080","unstructured":"Zeithaml, V.A. (1981), \u201cHow consumer evaluation processes differ between goods and services\u201d, in Donnelly, J.H. and George, W.R. (Eds), Marketing of Services, American Marketing Association, Chicago, IL, pp. 186-190."},{"issue":"2","key":"key2020121202370349300_ref081","doi-asserted-by":"crossref","first-page":"31","DOI":"10.1177\/002224299606000203","article-title":"The behavioral consequences of service quality","volume":"60","year":"1996","journal-title":"Journal of Marketing"},{"issue":"4","key":"key2020121202370349300_ref082","doi-asserted-by":"crossref","first-page":"362","DOI":"10.1177\/009207002236911","article-title":"Service quality delivery through web sites: a critical review of extant knowledge","volume":"30","year":"2002","journal-title":"Journal of the Academy of Marketing Science"},{"key":"key2020121202370349300_ref085","doi-asserted-by":"crossref","first-page":"18","DOI":"10.1016\/j.indmarman.2015.07.011","article-title":"The reinforcing effect of a firm\u2019s customer orientation and supply-base orientation on performance","volume":"52","year":"2016","journal-title":"Industrial Marketing Management"}],"container-title":["Industrial Management &amp; Data Systems"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/www.emeraldinsight.com\/doi\/full-xml\/10.1108\/IMDS-07-2015-0293","content-type":"unspecified","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/IMDS-07-2015-0293\/full\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/IMDS-07-2015-0293\/full\/html","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,7,24]],"date-time":"2025-07-24T21:52:40Z","timestamp":1753393960000},"score":1,"resource":{"primary":{"URL":"http:\/\/www.emerald.com\/imds\/article\/116\/9\/1987-2010\/181878"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2016,10,17]]},"references-count":85,"journal-issue":{"issue":"9","published-print":{"date-parts":[[2016,10,17]]}},"alternative-id":["10.1108\/IMDS-07-2015-0293"],"URL":"https:\/\/doi.org\/10.1108\/imds-07-2015-0293","relation":{},"ISSN":["0263-5577"],"issn-type":[{"value":"0263-5577","type":"print"}],"subject":[],"published":{"date-parts":[[2016,10,17]]}}}