presenting the Social model of factors affecting of online repurchase intention considering the role of pre-purchase and post-purchase factors
Subject Areas : Journal of Iranian Social Development StudiesAfshin Rahnama Gharehanbiglou 1 , کریم حمدی 2 , حمیدرضا سعیدنیا 3 , مهدی ایران نژاد پاریزی 4
1 - Department of Business Management, Science and Research branch, Islamic Azad University, Tehran.
2 - دانشیار مدیریت بازرگانی، واحد علوم و تحقیقات، دانشگاه آزاد اسلامی، تهران، ایران (نویسنده مسئول) (Email: karim_hamdi1@yahoo.com)
3 - دانشیار مدیریت بازرگانی، بازاریابی، گروه مدیریت بازرگانی، واحد تهران شمال، دانشگاه آزاد اسلامی، تهران، ایران
4 - استادیار مدیریت دولتی، گروه مدیریت، واحد علوم و تحقیقات، دانشگاه آزاد اسلامی، تهران، ایران
Keywords: repurchase online, online trust, delivery of goods and garnet, Website quality, website reputation,
Abstract :
Background: With the growth and development of information technology and the growing use of the Internet and its impact on all aspects of life, the nature of businesses is also changing. Meanwhile, Internet retail is also a new way of distributing goods, and online stores are gradually gaining ground in the distribution system. Therefore, consideration of different aspects of marketing and management has been considered by researchers and thinkers. Purpose: The purpose of this study was to investigate the effect of pre-purchase and after-purchase factors on the intention to re-buy from online stores, taking into account the S-O-Rs. Method: The research method was structural equation modeling. The statistical population of the study was all students of the Science and Research Unit who had a history of Internet shopping from the DJ website, of which 273 were available through unpredictable, as a statistical sample were chosen. Results: Data analysis showed that brand reputation, website design, privacy / security, customer service, customization, brand interests, delivery of goods, warranties through brand trust and the intention to re-buy customers have a positive effect. Keywords: repurchase online, website quality, website reputation, online trust, delivery of goods and garnet
References:
Amaro, S., & Duarte, P. (2015). An integrative model of consumers' intentions to purchase travel online. Tourism management, 46, 64-79.
Anderson, R. E., & Srinivasan, S. S. (2003). E‐satisfaction and e‐loyalty: A contingency framework. Psychology & marketing, 20(2), 123-138.
Bart, Y., Shankar, V., Sultan, F., & Urban, G. L. (2005). Are the drivers and role of online trust the same for all web sites and consumers? A large-scale exploratory empirical study. Journal of marketing, 69(4), 133-152.
Beldad, A., De Jong, M., & Steehouder, M. (2010). How shall I trust the faceless and the intangible? A literature review on the antecedents of online trust. Computers in human behavior, 26(5), 857-869.
Bilgihan, A., & Bujisic, M. (2015). The effect of website features in online relationship marketing: A case of online hotel booking. Electronic Commerce Research and Applications, 14(4), 222-232.
Boyer, K. K., & Hult, G. T. M. (2006). Customer behavioral intentions for online purchases: An examination of fulfillment method and customer experience level. Journal of Operations Management, 24(2), 124-147.
Chebat, J. C., & Michon, R. (2003). Impact of ambient odors on mall shoppers' emotions, cognition, and spending: A test of competitive causal theories. Journal of Business Research, 56(7), 529-539.
Chen, C. F., & Chen, F. S. (2010). Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists. Tourism management, 31(1), 29-35.
Chen, Y. H., & Barnes, S. (2007). Initial trust and online buyer behaviour. Industrial management & data systems, 107(1), 21-36.
Choi, J., & Lee, K. H. (2003). Risk perception and e-shopping: a cross-cultural study. Journal of Fashion Marketing and Management: An International Journal, 7(1), 49-64.
Dekimpe, M. G., Steenkamp, J. B. E., Mellens, M., & Abeele, P. V. (1997). Decline and variability in brand loyalty. International Journal of Research in Marketing, 14(5), 405-420.
Dowling, G. R., & Staelin, R. (1994). A model of perceived risk and intended risk-handling activity. Journal of consumer research, 21(1), 119-134.
Duarte, P. A. O., & Raposo, M. L. B. (2010). A PLS model to study brand preference: An application to the mobile phone market. In Handbook of partial least squares (pp. 449-485). Springer Berlin Heidelberg.
East, R. (1990). Changing Consumer Behaviour: Cassell.
Eroglu, S. A., Machleit, K. A., & Davis, L. M. (2001). Atmospheric qualities of online retailing: A conceptual model and implications. Journal of Business research, 54(2), 177-184.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of marketing research, 39-50.
Giese, J. L., & Cote, J. A. (2000). Defining consumer satisfaction. Academy of marketing science review, 2000, 1-59.
Gommans, M., Krishman, K. S., & Scheffold, K. B. (2001). From brand loyalty to e-loyalty: A conceptual framework. Journal of Economic & Social Research, 3(1).
Grewal, D., Iyer, G. R., Gotlieb, J., & Levy, M. (2007). Developing a deeper understanding of post-purchase perceived risk and behavioral intentions in a service setting. Journal of the Academy of Marketing Science, 35(2), 250-258.
Griffis, S. E., Rao, S., Goldsby, T. J., & Niranjan, T. T. (2012). The customer consequences of returns in online retailing: An empirical analysis. Journal of Operations Management, 30(4), 282-294.
Ha, H. Y., Muthaly, S. K., & Akamavi, R. K. (2010). Alternative explanations of online repurchasing behavioral intentions: A comparison study of Korean and UK young customers. European Journal of Marketing, 44(6), 874-904.
Huang, Z., & Benyoucef, M. (2013). From e-commerce to social commerce: A close look at design features. Electronic Commerce Research and Applications, 12(4), 246-259.
Hui, K. L., Teo, H. H., & Lee, S. Y. T. (2007). The value of privacy assurance: an exploratory field experiment. Mis Quarterly, 19-33.
Iglesias, O., Singh, J. J., & Batista-Foguet, J. M. (2011). The role of brand experience and affective commitment in determining brand loyalty. Journal of Brand Management, 18(8), 570-582.
Jeuland, A. P. (1979). Brand choice inertia as one aspect of the notion of brand loyalty. Management Science, 25(7), 671-682.
Jin, B., Park, J. Y., & Kim, J. (2010). Joint influence of online store attributes and offline operations on performance of multichannel retailers. Behaviour & Information Technology, 29(1), 85-96.
Kahn, B. E., Kalwani, M. U., & Morrison, D. G. (1986). Measuring variety-seeking and reinforcement behaviors using panel data. Journal of Marketing Research, 89-100.
Karahanna, E., Ahuja, M., Srite, M., & Galvin, J. (2002). Individual differences and relative advantage: the case of GSS. Decision Support Systems, 32(4), 327-341.
Kassim, N., & Asiah Abdullah, N. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings: A cross cultural analysis. Asia Pacific Journal of Marketing and Logistics, 22(3), 351-371.
Kim, J., & Lennon, S. J. (2013). Effects of reputation and website quality on online consumers' emotion, perceived risk and purchase intention: Based on the stimulus-organism-response model. Journal of Research in Interactive Marketing, 7(1), 33-56.
Kim, J., & Lennon, S. J. (2013). Effects of reputation and website quality on online consumers' emotion, perceived risk and purchase intention: Based on the stimulus-organism-response model. Journal of Research in Interactive Marketing, 7(1), 33-56.
Kim, S., & Stoel, L. (2004). Dimensional hierarchy of retail website quality. Information & management, 41(5), 619-633.
Kuo, Y. F., & Wu, C. M. (2012). Satisfaction and post-purchase intentions with service recovery of online shopping websites: Perspectives on perceived justice and emotions. International Journal of Information Management, 32(2), 127-138.
Kuo, Y. F., Wu, C. M., & Deng, W. J. (2009). The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services. Computers in Human Behavior, 25(4), 887–896.
Kuo, Y. F., Yen, S. T., & Chen, L. H. (2011). Online auction service failures in Taiwan: Typologies and recovery strategies. Electronic Commerce Research and Applications, 10(2), 183–193.
Lee, J., Park, D. H., & Han, I. (2008). The effect of negative online consumer reviews on product attitude: An information processing view. Electronic commerce research and applications, 7(3), 341-352.
Lee, Y., & Kozar, K. A. (2008). An empirical investigation of anti-spyware software adoption: a multi-theoretical perspective. Information & Management, 45(2), 109-119.
Marchiori, E., & Cantoni, L. (2011). The online reputation construct: Does it matter for the tourism domain? A literature review on destinations' online reputation. Information Technology & Tourism, 13(3), 139-159.
Mehrabian, A., & Russell, J. A. (1974). An approach to environmental psychology. The MIT Press.
Melián Alzola, L., & Padrón Robaina, V. (2010). The impact of pre-sale and post-sale factors on online purchasing satisfaction: a survey. International Journal of Quality & Reliability Management, 27(2), 121-137.
Mulpuru, S., Sehgal, V., Evans, P. F., & Roberge, D. (2012). US online retail forecast, 2010 to 2015, 2011. For eBusiness & Channel Stragegy Professionals. 6p.
Mummalaneni, V. (2005). An empirical investigation of web site characteristics, consumer emotional states and on-line shopping behaviors. Journal of Business Research, 58(4), 526-532.
Pavlou, P. A., Liang, H., & Xue, Y. (2007). Understanding and mitigating uncertainty in online exchange relationships: A principal-agent perspective. MIS quarterly, 105-136.
Proserpio, D., & Zervas, G. (2017). Online reputation management: Estimating the impact of management responses on consumer reviews. Marketing Science, 36(5), 645-665.
Raju, J. S., Srinivasan, V., & Lal, R. (1990). The effects of brand loyalty on competitive price promotional strategies. Management science, 36(3), 276-304.
Ramani, G., & Kumar, V. (2008). Interaction orientation and firm performance. Journal of marketing, 72(1), 27-45.
Ramayah, T., & Rahbar, E. (2013). Greening the environment through recycling: an empirical study. Management of Environmental Quality: An International Journal, 24(6), 782-801.
Ribbink, D., Van Riel, A. C., Liljander, V., & Streukens, S. (2004). Comfort your online customer: quality, trust and loyalty on the internet. Managing Service Quality: An International Journal, 14(6), 446-456.
Richard, M. O., & Chandra, R. (2005). A model of consumer web navigational behavior: conceptual development and application. Journal of business Research, 58(8), 1019-1029.
Richard, M. O., Chebat, J. C., Yang, Z., & Putrevu, S. (2010). A proposed model of online consumer behavior: Assessing the role of gender. Journal of Business Research, 63(9-10), 926-934.
Riemenschneider, C. K., Hardgrave, B. C., & Davis, F. D. (2002). Explaining software developer acceptance of methodologies: a comparison of five theoretical models. IEEE Transactions on Software Engineering, 28(12), 1135-1145.
Sheng, T., & Liu, C. (2010). An empirical study on the effect of e-service quality on online customer satisfaction and loyalty. Nankai business review international, 1(3), 273-283.
Sheth, J. N., Mittal, B., & Newman, B. I. (1999). Consumer behavior and beyond. NY: Harcourt Brace.
Shiau, W. L., & Luo, M. M. (2012). Factors affecting online group buying intention and satisfaction: A social exchange theory perspective. Computers in Human Behavior, 28(6), 2431-2444.
Shin, D. H. (2010). MVNO services: policy implications for promoting MVNO diffusion. Telecommunications Policy, 34(10), 616-632.
Teo, A. C., Tan, G. W. H., Ooi, K. B., Hew, T. S., & Yew, K. T. (2015). The effects of convenience and speed in m-payment. Industrial Management & Data Systems, 115(2), 311-331.
Teo, T. S., & Bhattacherjee, A. (2014). Knowledge transfer and utilization in IT outsourcing partnerships: A preliminary model of antecedents and outcomes. Information & Management, 51(2), 177-186.
Ukpabi, D. C., & Karjaluoto, H. (2017). Consumers’ acceptance of information and communications technology in tourism: A review. Telematics and Informatics, 34(5), 618-644.
Wang, Y. D., & Emurian, H. H. (2005). An overview of online trust: Concepts, elements, and implications. Computers in human behavior, 21(1), 105-125.
Wang, Y. S., Wu, S. C., Lin, H. H., & Wang, Y. Y. (2011). The relationship of service failure severity, service recovery justice and perceived switching costs with customer loyalty in the context of e-tailing. International Journal of Information Management, 31(4), 350-359.
Wolfinbarger, M., & Gilly, M. C. (2003). ETailQ: dimensionalizing, measuring and predicting etail quality. Journal of retailing, 79(3), 183-198.
Wu, J.-H., & Wang, S.-C. (2005). what drives mobile commerce? An empirical evaluation of the revised technology acceptance model. Information & Management, 42(5), 719-729.
Yoo, B., & Donthu, N. (2001). Developing a scale to measure the perceived quality of an Internet shopping site (SITEQUAL). Quarterly journal of electronic commerce, 2(1), 31-45.
Zhang, Y., Fang, Y., Wei, K. K., Ramsey, E., McCole, P., & Chen, H. (2011). Repurchase intention in B2C e-commerce—A relationship quality perspective. Information & Management, 48(6), 192–200.
_||_
Amaro, S., & Duarte, P. (2015). An integrative model of consumers' intentions to purchase travel online. Tourism management, 46, 64-79.
Anderson, R. E., & Srinivasan, S. S. (2003). E‐satisfaction and e‐loyalty: A contingency framework. Psychology & marketing, 20(2), 123-138.
Bart, Y., Shankar, V., Sultan, F., & Urban, G. L. (2005). Are the drivers and role of online trust the same for all web sites and consumers? A large-scale exploratory empirical study. Journal of marketing, 69(4), 133-152.
Beldad, A., De Jong, M., & Steehouder, M. (2010). How shall I trust the faceless and the intangible? A literature review on the antecedents of online trust. Computers in human behavior, 26(5), 857-869.
Bilgihan, A., & Bujisic, M. (2015). The effect of website features in online relationship marketing: A case of online hotel booking. Electronic Commerce Research and Applications, 14(4), 222-232.
Boyer, K. K., & Hult, G. T. M. (2006). Customer behavioral intentions for online purchases: An examination of fulfillment method and customer experience level. Journal of Operations Management, 24(2), 124-147.
Chebat, J. C., & Michon, R. (2003). Impact of ambient odors on mall shoppers' emotions, cognition, and spending: A test of competitive causal theories. Journal of Business Research, 56(7), 529-539.
Chen, C. F., & Chen, F. S. (2010). Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists. Tourism management, 31(1), 29-35.
Chen, Y. H., & Barnes, S. (2007). Initial trust and online buyer behaviour. Industrial management & data systems, 107(1), 21-36.
Choi, J., & Lee, K. H. (2003). Risk perception and e-shopping: a cross-cultural study. Journal of Fashion Marketing and Management: An International Journal, 7(1), 49-64.
Dekimpe, M. G., Steenkamp, J. B. E., Mellens, M., & Abeele, P. V. (1997). Decline and variability in brand loyalty. International Journal of Research in Marketing, 14(5), 405-420.
Dowling, G. R., & Staelin, R. (1994). A model of perceived risk and intended risk-handling activity. Journal of consumer research, 21(1), 119-134.
Duarte, P. A. O., & Raposo, M. L. B. (2010). A PLS model to study brand preference: An application to the mobile phone market. In Handbook of partial least squares (pp. 449-485). Springer Berlin Heidelberg.
East, R. (1990). Changing Consumer Behaviour: Cassell.
Eroglu, S. A., Machleit, K. A., & Davis, L. M. (2001). Atmospheric qualities of online retailing: A conceptual model and implications. Journal of Business research, 54(2), 177-184.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of marketing research, 39-50.
Giese, J. L., & Cote, J. A. (2000). Defining consumer satisfaction. Academy of marketing science review, 2000, 1-59.
Gommans, M., Krishman, K. S., & Scheffold, K. B. (2001). From brand loyalty to e-loyalty: A conceptual framework. Journal of Economic & Social Research, 3(1).
Grewal, D., Iyer, G. R., Gotlieb, J., & Levy, M. (2007). Developing a deeper understanding of post-purchase perceived risk and behavioral intentions in a service setting. Journal of the Academy of Marketing Science, 35(2), 250-258.
Griffis, S. E., Rao, S., Goldsby, T. J., & Niranjan, T. T. (2012). The customer consequences of returns in online retailing: An empirical analysis. Journal of Operations Management, 30(4), 282-294.
Ha, H. Y., Muthaly, S. K., & Akamavi, R. K. (2010). Alternative explanations of online repurchasing behavioral intentions: A comparison study of Korean and UK young customers. European Journal of Marketing, 44(6), 874-904.
Huang, Z., & Benyoucef, M. (2013). From e-commerce to social commerce: A close look at design features. Electronic Commerce Research and Applications, 12(4), 246-259.
Hui, K. L., Teo, H. H., & Lee, S. Y. T. (2007). The value of privacy assurance: an exploratory field experiment. Mis Quarterly, 19-33.
Iglesias, O., Singh, J. J., & Batista-Foguet, J. M. (2011). The role of brand experience and affective commitment in determining brand loyalty. Journal of Brand Management, 18(8), 570-582.
Jeuland, A. P. (1979). Brand choice inertia as one aspect of the notion of brand loyalty. Management Science, 25(7), 671-682.
Jin, B., Park, J. Y., & Kim, J. (2010). Joint influence of online store attributes and offline operations on performance of multichannel retailers. Behaviour & Information Technology, 29(1), 85-96.
Kahn, B. E., Kalwani, M. U., & Morrison, D. G. (1986). Measuring variety-seeking and reinforcement behaviors using panel data. Journal of Marketing Research, 89-100.
Karahanna, E., Ahuja, M., Srite, M., & Galvin, J. (2002). Individual differences and relative advantage: the case of GSS. Decision Support Systems, 32(4), 327-341.
Kassim, N., & Asiah Abdullah, N. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings: A cross cultural analysis. Asia Pacific Journal of Marketing and Logistics, 22(3), 351-371.
Kim, J., & Lennon, S. J. (2013). Effects of reputation and website quality on online consumers' emotion, perceived risk and purchase intention: Based on the stimulus-organism-response model. Journal of Research in Interactive Marketing, 7(1), 33-56.
Kim, J., & Lennon, S. J. (2013). Effects of reputation and website quality on online consumers' emotion, perceived risk and purchase intention: Based on the stimulus-organism-response model. Journal of Research in Interactive Marketing, 7(1), 33-56.
Kim, S., & Stoel, L. (2004). Dimensional hierarchy of retail website quality. Information & management, 41(5), 619-633.
Kuo, Y. F., & Wu, C. M. (2012). Satisfaction and post-purchase intentions with service recovery of online shopping websites: Perspectives on perceived justice and emotions. International Journal of Information Management, 32(2), 127-138.
Kuo, Y. F., Wu, C. M., & Deng, W. J. (2009). The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services. Computers in Human Behavior, 25(4), 887–896.
Kuo, Y. F., Yen, S. T., & Chen, L. H. (2011). Online auction service failures in Taiwan: Typologies and recovery strategies. Electronic Commerce Research and Applications, 10(2), 183–193.
Lee, J., Park, D. H., & Han, I. (2008). The effect of negative online consumer reviews on product attitude: An information processing view. Electronic commerce research and applications, 7(3), 341-352.
Lee, Y., & Kozar, K. A. (2008). An empirical investigation of anti-spyware software adoption: a multi-theoretical perspective. Information & Management, 45(2), 109-119.
Marchiori, E., & Cantoni, L. (2011). The online reputation construct: Does it matter for the tourism domain? A literature review on destinations' online reputation. Information Technology & Tourism, 13(3), 139-159.
Mehrabian, A., & Russell, J. A. (1974). An approach to environmental psychology. The MIT Press.
Melián Alzola, L., & Padrón Robaina, V. (2010). The impact of pre-sale and post-sale factors on online purchasing satisfaction: a survey. International Journal of Quality & Reliability Management, 27(2), 121-137.
Mulpuru, S., Sehgal, V., Evans, P. F., & Roberge, D. (2012). US online retail forecast, 2010 to 2015, 2011. For eBusiness & Channel Stragegy Professionals. 6p.
Mummalaneni, V. (2005). An empirical investigation of web site characteristics, consumer emotional states and on-line shopping behaviors. Journal of Business Research, 58(4), 526-532.
Pavlou, P. A., Liang, H., & Xue, Y. (2007). Understanding and mitigating uncertainty in online exchange relationships: A principal-agent perspective. MIS quarterly, 105-136.
Proserpio, D., & Zervas, G. (2017). Online reputation management: Estimating the impact of management responses on consumer reviews. Marketing Science, 36(5), 645-665.
Raju, J. S., Srinivasan, V., & Lal, R. (1990). The effects of brand loyalty on competitive price promotional strategies. Management science, 36(3), 276-304.
Ramani, G., & Kumar, V. (2008). Interaction orientation and firm performance. Journal of marketing, 72(1), 27-45.
Ramayah, T., & Rahbar, E. (2013). Greening the environment through recycling: an empirical study. Management of Environmental Quality: An International Journal, 24(6), 782-801.
Ribbink, D., Van Riel, A. C., Liljander, V., & Streukens, S. (2004). Comfort your online customer: quality, trust and loyalty on the internet. Managing Service Quality: An International Journal, 14(6), 446-456.
Richard, M. O., & Chandra, R. (2005). A model of consumer web navigational behavior: conceptual development and application. Journal of business Research, 58(8), 1019-1029.
Richard, M. O., Chebat, J. C., Yang, Z., & Putrevu, S. (2010). A proposed model of online consumer behavior: Assessing the role of gender. Journal of Business Research, 63(9-10), 926-934.
Riemenschneider, C. K., Hardgrave, B. C., & Davis, F. D. (2002). Explaining software developer acceptance of methodologies: a comparison of five theoretical models. IEEE Transactions on Software Engineering, 28(12), 1135-1145.
Sheng, T., & Liu, C. (2010). An empirical study on the effect of e-service quality on online customer satisfaction and loyalty. Nankai business review international, 1(3), 273-283.
Sheth, J. N., Mittal, B., & Newman, B. I. (1999). Consumer behavior and beyond. NY: Harcourt Brace.
Shiau, W. L., & Luo, M. M. (2012). Factors affecting online group buying intention and satisfaction: A social exchange theory perspective. Computers in Human Behavior, 28(6), 2431-2444.
Shin, D. H. (2010). MVNO services: policy implications for promoting MVNO diffusion. Telecommunications Policy, 34(10), 616-632.
Teo, A. C., Tan, G. W. H., Ooi, K. B., Hew, T. S., & Yew, K. T. (2015). The effects of convenience and speed in m-payment. Industrial Management & Data Systems, 115(2), 311-331.
Teo, T. S., & Bhattacherjee, A. (2014). Knowledge transfer and utilization in IT outsourcing partnerships: A preliminary model of antecedents and outcomes. Information & Management, 51(2), 177-186.
Ukpabi, D. C., & Karjaluoto, H. (2017). Consumers’ acceptance of information and communications technology in tourism: A review. Telematics and Informatics, 34(5), 618-644.
Wang, Y. D., & Emurian, H. H. (2005). An overview of online trust: Concepts, elements, and implications. Computers in human behavior, 21(1), 105-125.
Wang, Y. S., Wu, S. C., Lin, H. H., & Wang, Y. Y. (2011). The relationship of service failure severity, service recovery justice and perceived switching costs with customer loyalty in the context of e-tailing. International Journal of Information Management, 31(4), 350-359.
Wolfinbarger, M., & Gilly, M. C. (2003). ETailQ: dimensionalizing, measuring and predicting etail quality. Journal of retailing, 79(3), 183-198.
Wu, J.-H., & Wang, S.-C. (2005). what drives mobile commerce? An empirical evaluation of the revised technology acceptance model. Information & Management, 42(5), 719-729.
Yoo, B., & Donthu, N. (2001). Developing a scale to measure the perceived quality of an Internet shopping site (SITEQUAL). Quarterly journal of electronic commerce, 2(1), 31-45.
Zhang, Y., Fang, Y., Wei, K. K., Ramsey, E., McCole, P., & Chen, H. (2011). Repurchase intention in B2C e-commerce—A relationship quality perspective. Information & Management, 48(6), 192–200.
_||_