Customer heterogeneity in the development of e-loyalty

This article is (c) Emerald Group Publishing and permission has been granted for this version to appear in http://www.unavarra.es/academica-e. Emerald does not grant permission for this article to be further copied/distributed or hosted elsewhere without the express permission from Emerald Group Pub...

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Detalhes bibliográficos
Autores: Cortiñas Ugalde, Mónica, Chocarro Eguaras, Raquel, Villanueva Orbaiz, María Luisa
Tipo de documento: artigo
Estado:Versión aceptada para publicación
Data de publicação:2015
País:España
Recursos:Universidad Pública de Navarra
Repositório:Academica-e. Repositorio Institucional de la Universidad Pública de Navarra
OAI Identifier:oai:academica-e.unavarra.es:2454/18668
Acesso em linha:https://hdl.handle.net/2454/18668
Access Level:Acceso aberto
Palavra-chave:Online shopping
e-satisfaction
e-loyalty
Latent segmentation
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spelling Customer heterogeneity in the development of e-loyaltyCortiñas Ugalde, MónicaChocarro Eguaras, RaquelVillanueva Orbaiz, María LuisaOnline shoppinge-satisfactione-loyaltyLatent segmentationThis article is (c) Emerald Group Publishing and permission has been granted for this version to appear in http://www.unavarra.es/academica-e. Emerald does not grant permission for this article to be further copied/distributed or hosted elsewhere without the express permission from Emerald Group Publishing Limited.Purpose: The purpose of this study is to identify customer-specific differences in a general model of e-loyalty taking into account the existence of unobserved heterogeneity. Specifically, we aim to 1) test for the presence of customer heterogeneity 2) assess the impact of potential bias when there is no control for heterogeneity; 3) analyze the distinct customer segments that emerge from the empirical estimation of the model, and 4) describe the segments by their demographic and psychological characteristics. Design/methodology/approach: Panel data from a survey of online shoppers is used in a post hoc segmentation method, which will enable us to identify segments, while estimating the parameters by means of structural equation models; Findings. Three distinct consumer segments emerge. The relative importance of e-loyalty and e-satisfaction is significantly determined by consumers’ shopping styles. Originality/value This study highlights the need to consider unobserved customer heterogeneity when attempting to explain satisfaction and loyalty development processes in the retail context in general, and e-commerce in particular. To our knowledge, this is the first time this approach has been used to analyze the impact of customer heterogeneity on e-satisfaction and e-loyalty.This research has been partly financed by Gobierno de Navarra (Spain) through GN 228/2008.Emerald Group Publishing LimitedGestión de EmpresasEnpresen KudeaketaGobierno de Navarra / Nafarroako Gobernua: 228/20082015info:eu-repo/semantics/articleinfo:eu-repo/semantics/acceptedVersionapplication/pdfhttps://hdl.handle.net/2454/18668reponame:Academica-e. Repositorio Institucional de la Universidad Pública de Navarrainstname:Universidad Pública de NavarraInglés© Emerald Group Publishing Limitedinfo:eu-repo/semantics/openAccessoai:academica-e.unavarra.es:2454/186682026-06-17T12:41:47Z
dc.title.none.fl_str_mv Customer heterogeneity in the development of e-loyalty
title Customer heterogeneity in the development of e-loyalty
spellingShingle Customer heterogeneity in the development of e-loyalty
Cortiñas Ugalde, Mónica
Online shopping
e-satisfaction
e-loyalty
Latent segmentation
title_short Customer heterogeneity in the development of e-loyalty
title_full Customer heterogeneity in the development of e-loyalty
title_fullStr Customer heterogeneity in the development of e-loyalty
title_full_unstemmed Customer heterogeneity in the development of e-loyalty
title_sort Customer heterogeneity in the development of e-loyalty
dc.creator.none.fl_str_mv Cortiñas Ugalde, Mónica
Chocarro Eguaras, Raquel
Villanueva Orbaiz, María Luisa
author Cortiñas Ugalde, Mónica
author_facet Cortiñas Ugalde, Mónica
Chocarro Eguaras, Raquel
Villanueva Orbaiz, María Luisa
author_role author
author2 Chocarro Eguaras, Raquel
Villanueva Orbaiz, María Luisa
author2_role author
author
dc.contributor.none.fl_str_mv Gestión de Empresas
Enpresen Kudeaketa
Gobierno de Navarra / Nafarroako Gobernua: 228/2008
dc.subject.none.fl_str_mv Online shopping
e-satisfaction
e-loyalty
Latent segmentation
topic Online shopping
e-satisfaction
e-loyalty
Latent segmentation
description This article is (c) Emerald Group Publishing and permission has been granted for this version to appear in http://www.unavarra.es/academica-e. Emerald does not grant permission for this article to be further copied/distributed or hosted elsewhere without the express permission from Emerald Group Publishing Limited.
publishDate 2015
dc.date.none.fl_str_mv 2015
dc.type.none.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/acceptedVersion
format article
status_str acceptedVersion
dc.identifier.none.fl_str_mv https://hdl.handle.net/2454/18668
url https://hdl.handle.net/2454/18668
dc.language.none.fl_str_mv Inglés
language_invalid_str_mv Inglés
dc.rights.none.fl_str_mv © Emerald Group Publishing Limited
info:eu-repo/semantics/openAccess
rights_invalid_str_mv © Emerald Group Publishing Limited
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Emerald Group Publishing Limited
publisher.none.fl_str_mv Emerald Group Publishing Limited
dc.source.none.fl_str_mv reponame:Academica-e. Repositorio Institucional de la Universidad Pública de Navarra
instname:Universidad Pública de Navarra
instname_str Universidad Pública de Navarra
reponame_str Academica-e. Repositorio Institucional de la Universidad Pública de Navarra
collection Academica-e. Repositorio Institucional de la Universidad Pública de Navarra
repository.name.fl_str_mv
repository.mail.fl_str_mv
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score 15,301629

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