E-LOYALTY: YOUR SECRET WEAPON ON THE WEB

By F. Reichheld, Phil Schefter. 2003

2,698 citations recorded by the source corpus.

View Paper: https://www.semanticscholar.org/paper/b48b55fb762d93a71575a86ab2641817150b85ac

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Citations in the corpus

Measuring the Quality of E-Banking Portals (2005, unknown): “…proﬁtable e-banking requires a strong focus not only on the acquisition of new customers but also on the retention of existing customers, since the acquisition costs in online banking exceed that of traditional off line business by 20-40 per cent (Reibstein, 2002; Reichheld and Schefter, 2000).”
Past Purchase and Intention to Purchase in E-Commerce: the Mediation of Social Presence and Trust (2011, methodology): “In e-commerce, where the only source of information to overcome uncertainty is the website, trust in the website is of paramount importance because it is one of the most effective methods for reducing consumer uncertainty ( Frederick and Schefter, 2000”
The Different Effects of Online Consumer Reviews on Consumers' Purchase Intentions Depending on Trust in Online Shopping Mall: An Advertising Perspective (2011, background): “, 1999), and trust in online shopping malls is central to e-commerce (Gefen, 2000; Reichheld and Schefter, 2000).”
Gen Y customer loyalty in online shopping: An integrated model of trust, user experience and branding (2016, background): “Trust is a significant construct for business relationships and transactions (Moorman, Deshpande, & Zaltman, 1993; Warrington, Abgrab, & Caldwell, 2000) and it is role in online shopping contexts is more critical than in brick-andmortar stores (Reichheld & Schefter, 2000).”
The effects of post-adoption beliefs on the expectation-confirmation model for information technology continuance (2006, background): “For many business-to-consumer e-commerce organizations, the continued usage decision or user retention is essential for guaranteeing the long-term proﬁtability of these organizations (Parthasarathy and Bhattacherjee, 1998; Reichheld and Schefter, 2000; Bhattacherjee, 2001a, b).”
What drives consumers' continuance intention to e-shopping?: Conceptual framework and managerial implications in the case of Saudi Arabia (2011, background): “Raising the number of loyal customers by as little as 5 per cent can raise profitability by 30-85 per cent, depending upon the business and product type (Reicheld and Schefter, 2000).”
The development of initial trust in an online company by new customers (2004, background): “Another important reason for establishing customer trust after the ﬁrst web site visit is the possibility of low switching costs for new customers [67].”
Impacts of consumers’ beliefs, desires and emotions on their impulse buying behavior: application of an integrated model of belief-desire theory of emotion (2020, methodology): “Trust means having confidence in something or believing in someone or an organization, and it has been one of the reasons for using e-commerce (Reichheld & Schefter, 2000).”
Initial trust and online buyer behaviour (2007, background): “, 2003; Grabner-Krauter and Kaluscha, 2003; Koufaris and Hampton-Sosa, 2004), and for retaining long-term relationships with consumers (Reichheld and Schefter, 2000; Gefen et al., 2003).”
Understanding continued information technology usage behavior: A comparison of three models in the context of mobile internet (2006, background): “One reason for the importance of the continued usage of such services is that retaining existing subscribers affects the profitability of such service firms both during the early years of business operations [63] and in the long run [58].”
Customer perceptions of e‐service quality in online shopping (2005, background): “Trust is a significant antecedent of participation in commerce generally, and especially in online settings because of the increased ease with which online stores can behave opportunistically ( Reichheld and Schefter, 2000”
Psychological Contract Violation in Online Marketplaces: Antecedents, Consequences, and Moderating Role (2005, unknown): “…of Institutional Structures Online marketplaces have introduced institutional structures with the aim of enhancing buyers' trust and reducing their perceived risk, both in individual sellers (Reichheld and Schefter 2000 ), and also in the community of sellers (Pavlou 2002, Pavlou and Gefen 2004).”