Bressolles, Grégory; Durrieu, Francois; Deans, Kenneth R - In: International Journal of Retail & Distribution Management 43 (2015) 8, pp. 727-751
Purpose – The purpose of this paper is to study the service-profit chain (SPC) on e-service quality dimensions, online customer value (CV) dimensions, e-satisfaction, and e-loyalty in an e-commerce context. Design/methodology/approach – A total of 2,813 internet customers filled in an online...