This study proposes a model to explain how web site characteristics influence customer e-loyalty and positive word-of-mouth (WOM) via relationship quality (trust, satisfaction, and commitment) in business-to-business e-commerce. Three hundred and twelve online services users of the Market...

Using mature computing technologies, firms are able to obtain consumer network data more easily now than ever before. Although marketers are interested in social networks for WOM marketing, they previously ignored the importance of understanding network structures (Van den Bulte & Wuyts, 2007)....