The antecedents of client loyalty in business-to-business (B2B) electronic marketplaces

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• 作者：M. Soledad Janita ; F. Javier Mir ; a
• 关键词：Business-to-business e-marketplaces ; E-service quality ; E-loyalty ; E-value ; E-satisfaction
• 刊名：Industrial Marketing Management
• 出版年：2013
• 出版时间：July, 2013
• 年：2013
• 卷：42
• 期：5
• 页码：814-823
• 全文大小：426 K

文摘

The globalization of economic activity and the emergence of the Internet have led to the appearance of a new model of business-to-business (B2B) known as the electronic B2B market or e-marketplace which facilitates the establishment of marketing relationships between buyers and sellers. In view of the limited research in this area, the present study examines the elements that may influence client (i.e., user) loyalty in this context. The basis of the study is an analysis of empirical data provided by 197 Spanish e-marketplace selling-side users, investigating the influence of image, quality, satisfaction, and value on client loyalty. The results indicated that satisfaction had no direct impact on client loyalty, but that the e-marketplace's image and user-perceived quality and value are antecedents of its clients' loyalty.