Dissertation
Diagnosing and managing online B2C relationships: toward a B2C relationship stage theory and empirical investigation of an ecommerce attraction model
Washington State University
Doctor of Philosophy (PhD), Washington State University
05/2008
DOI:
https://doi.org/10.7273/000005747
Abstract
This dissertation addresses a need for theoretical insight to eCommerce Customer Relationship Management (eCRM). Stage Theory, a theory from psychology which identifies stages of interpersonal relationships, is instantiated in an eCommerce context to provide the theoretical foundation for eCRM research. This dissertation consists of three essays. The first essay develops a framework called the B2C-Relationship Stage Theory (B2C-RST) which identifies stages of B2C relationships and specific factors that influence each stage. The B2C-RST consists of three stages: Attraction, Build-Up, and Maintenance. The second essay begins the empirical testing of the B2C-RST by developing a psychometric instrument measuring the constructs proposed for the Attraction stage. This essay uses survey methods with two separate and independent samples. The third essay utilizes a laboratory experiment and survey designed for theory testing of the initial stage, Attraction. This research provides implications for information systems (IS) practice and theory in the area of interface design and eCRM. Key Words: Business-to-Consumer Relationship Stage Theory (B2C-RST), Electronic Commerce, Customer Relationship Management (CRM), Stage Theory, Relationship Marketing, construct validity, quantitative analysis, positivist research, discriminant validity, convergent validity, Electronic Commerce Attraction Model (eCAM) Technology Acceptance, Attraction, B2C Relationships.
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Details
- Title
- Diagnosing and managing online B2C relationships
- Creators
- Damon Edward Campbell
- Contributors
- Joseph S. Valacich (Co-Chair)John D Wells (Co-Chair)Craig David Parks (Committee Member) - Washington State University, Office of the Provost
- Awarding Institution
- Washington State University
- Academic Unit
- Department of Management, Information Systems, and Entrepreneurship
- Theses and Dissertations
- Doctor of Philosophy (PhD), Washington State University
- Publisher
- Washington State University
- Number of pages
- 165
- Identifiers
- 99901054940401842
- Language
- English
- Resource Type
- Dissertation