Purpose – The purpose of this paper is to present a strategic framework to managing online loyalty. Design/methodology/approach – The paper integrates concepts including a range of recently published (1993‐2006) theoretical works in consumer loyalty and ongoing case developments in...

Purpose – The purpose of this paper is to explore the links between customer loyalty attitude, customer loyalty behaviours (measured by customer purchase behaviours) and profitability. The aim is to define a conceptual framework within which to analyse the relationships between attitudes,...

Purpose – Studies on customer satisfaction and loyalty have focused on brand rather than product. It is not that brand is not important, but the process of loving a brand starts with a product. Customers appreciate products by themselves, independent of the brand, as shown in their pursuit of...

Purpose – Given the increasing number of older individuals, exploration of age differences in attitudes toward and participation in electronic commerce is critical. This paper aims to address this issue. Design/methodology/approach – Data were collected on three age groups: 18 to 25, 50 to...

Purpose – This paper aims to explore the association between intangibility and perceived risk using a sample of North American households. This relationship is explored within two purchase environments, namely online and offline. The authors also investigated the moderating effects of privacy,...

In the environment of business‐to‐business e‐commerce, both buyers and sellers are uncertain about their roles. Questions abound. What is the role of the Internet in buyer‐seller relationships, and what will be the interface between the Internet and the salesforce as information sources?...

An extensive, integrated review of literature precedes a new typology of alliances based on participating firms’ relative position in the supply chain (scale or link) and the nature of their cooperation (equity or non‐equity). This typology helps to distinguish among a bewildering array of...

The promise of B2B e‐commerce had led to an explosion in the number of e‐marketplaces as firms adopted a “launch and learn” strategy. However a cash crisis and continuing losses led to tremendous consolidation in these marketplaces. This scenario was mirrored in Latin America too. With...