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dc.creatorCortiñas Ugalde, Mónicaes_ES
dc.creatorChocarro Eguaras, Raqueles_ES
dc.creatorVillanueva Orbaiz, María Luisaes_ES
dc.date.accessioned2015-10-28T09:45:49Z
dc.date.issued2015
dc.identifier.issn2040-7122
dc.identifier.urihttps://hdl.handle.net/2454/18668
dc.descriptionThis 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.en
dc.description.abstractPurpose: 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.en
dc.description.sponsorshipThis research has been partly financed by Gobierno de Navarra (Spain) through GN 228/2008.en
dc.format.mimetypeapplication/pdfen
dc.language.isoengen
dc.publisherEmerald Group Publishing Limiteden
dc.relation.ispartofJournal of Research in Interactive Marketing, Vol. 9 Iss: 3, pp.190 - 213en
dc.rights© Emerald Group Publishing Limiteden
dc.subjectOnline shoppingen
dc.subjecte-satisfactionen
dc.subjecte-loyaltyen
dc.subjectLatent segmentationen
dc.titleCustomer heterogeneity in the development of e-loyaltyen
dc.typeArtículo / Artikuluaes
dc.typeinfo:eu-repo/semantics/articleen
dc.contributor.departmentUniversidad Pública de Navarra. Departamento de Gestión de Empresases_ES
dc.contributor.departmentNafarroako Unibertsitate Publikoa. Enpresen Kudeaketa Sailaeu
dc.rights.accessRightsAcceso abierto / Sarbide irekiaes
dc.rights.accessRightsinfo:eu-repo/semantics/openAccessen
dc.identifier.doi10.1108/JRIM-07-2014-0044
dc.relation.publisherversionhttps://dx.doi.org/10.1108/JRIM-07-2014-0044
dc.type.versionVersión aceptada / Onetsi den bertsioaes
dc.type.versioninfo:eu-repo/semantics/acceptedVersionen
dc.contributor.funderGobierno de Navarra / Nafarroako Gobernua: 228/2008


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