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Customer loyalty to content‐based Web sites: the case of an online health‐care service

https://doi.org/10.1108/08876040410536486
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What this work says

Outgoing claims: the papers this work cites, builds on, or argues with.

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On the Evaluation of Structural Equation Models
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Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality
inferredcites →https://doi.org/10.1016/s0022-4359(01)00065-3openalex-snapshot
Customer loyalty in e-commerce: an exploration of its antecedents and consequences
inferredcites →https://doi.org/10.1016/s0022-4359(97)90013-0openalex-snapshot
Customers' motivations for maintaining relationships with service providers
inferredcites →https://doi.org/10.1016/s0022-4359(97)90021-xopenalex-snapshot
Customer delight: Foundations, findings, and managerial insight
inferredcites →https://doi.org/10.1016/s0167-8116(03)00016-8openalex-snapshot
Customer satisfaction and loyalty in online and offline environments
inferredcites →https://doi.org/10.1016/s1067-5671(96)05045-7openalex-snapshot
The fundamentals of relationships: An exploration of the concept to guide marketing implementation
inferredcites →https://doi.org/10.1016/s1067-5671(96)05058-5openalex-snapshot
The fundamentals of relationships: An exploration of the concept to guide marketing implementation
inferredcites →https://doi.org/10.1023/a:1019104520776openalex-snapshot
Consumer trust in an Internet store
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Structural equation modeling in practice: A review and recommended two-step approach.
inferredcites →https://doi.org/10.1080/00218499.1999.12466601openalex-snapshot
A Multivariate Analysis of Web Usage
inferredcites →https://doi.org/10.1080/10864415.2001.11044227openalex-snapshot
A Trust Model for Consumer Internet Shopping
inferredcites →https://doi.org/10.1108/00251740010326252openalex-snapshot
The NetOffer model: a case example from the virtual marketspace
inferredcites →https://doi.org/10.1108/03090569610106626openalex-snapshot
The value concept and relationship marketing
inferredcites →https://doi.org/10.1108/03090569810204580openalex-snapshot
Antecedents and consequences of trust and satisfaction in buyer‐seller relationships
inferredcites →https://doi.org/10.1108/08876049910266059openalex-snapshot
The impact of communication effectiveness and service quality on relationship commitment in consumer, professional services
inferredcites →https://doi.org/10.1108/09564230110393239openalex-snapshot
The contribution of emotional satisfaction to consumer loyalty
inferredcites →https://doi.org/10.1108/09564230110405280openalex-snapshot
Exploring consumer evaluations of e‐services: a portal site
inferredcites →https://doi.org/10.1108/09564239710185424openalex-snapshot
The qualitative satisfaction model
inferredcites →https://doi.org/10.1108/09564239810199923openalex-snapshot
Customer loyalty and complex services
inferredcites →https://doi.org/10.1108/09564239810238848openalex-snapshot
On the relationship between perceived service quality, service loyalty and switching costs
inferredcites →https://doi.org/10.1108/09564239910276872openalex-snapshot
The loyalty ripple effect
inferredcites →https://doi.org/10.1108/10662240110410165openalex-snapshot
The impact of interface usability on trust in Web retailers
inferredcites →https://doi.org/10.1108/eum0000000005521openalex-snapshot
Relative attitudes and commitment in customer loyalty models
inferredcites →https://doi.org/10.1108/eum0000000006256openalex-snapshot
Online relationships and the consumer’s right to privacy
inferredcites →https://doi.org/10.1111/1467-8616.00126openalex-snapshot
Developing an eService Strategy
inferredcites →https://doi.org/10.1111/j.2044-8325.1990.tb00506.xopenalex-snapshot
The measurement and antecedents of affective, continuance and normative commitment to the organization
inferredcites →https://doi.org/10.1177/002224299405800304openalex-snapshot
Customer Satisfaction, Market Share, and Profitability: Findings from Sweden
inferredcites →https://doi.org/10.1177/002224299505900102openalex-snapshot
Consumer Trade-Offs and the Evaluation of Services
inferredcites →https://doi.org/10.1177/002224299505900205openalex-snapshot
Return on Quality (ROQ): Making Service Quality Financially Accountable
inferredcites →https://doi.org/10.1177/002224299606000108openalex-snapshot
Dimensions and Types of Supervisory Control: Effects on Salesperson Performance and Satisfaction
inferredcites →https://doi.org/10.1177/002224379202900303openalex-snapshot
Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations
inferredcites →https://doi.org/10.1177/009207002236911openalex-snapshot
Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge
inferredcites →https://doi.org/10.1177/0092070300281014openalex-snapshot
Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments
inferredcites →https://doi.org/10.1177/0092070394222001openalex-snapshot
Customer Loyalty: Toward an Integrated Conceptual Framework
inferredcites →https://doi.org/10.1177/109467050032001openalex-snapshot
Strengthening the Satisfaction-Profit Chain
inferredcites →https://doi.org/10.1177/109467059800100202openalex-snapshot
Measuring and Managing the Benefits of Customer Retention
inferredcites →https://doi.org/10.1207/s15327906mbr2501_4openalex-snapshot
Some Additional Thoughts on Components, Factors, and Factor Indeterminancy
inferredcites →https://doi.org/10.1207/s15327906mbr2502_4openalex-snapshot
Structural Model Evaluation and Modification: An Interval Estimation Approach
inferredcites →https://doi.org/10.1300/j090v21n01_05openalex-snapshot
A Proposal to Assess the Service Quality of Online Travel Agencies: An Exploratory Study
inferredcites →https://doi.org/10.1509/jmkg.64.3.65.18028openalex-snapshot
Understanding the Customer Base of Service Providers: An Examination of the Differences between Switchers and Stayers
inferredcites →https://doi.org/10.2307/1251829openalex-snapshot
An Examination of the Nature of Trust in Buyer-Seller Relationships
inferredcites →https://doi.org/10.2307/1251929openalex-snapshot
The Behavioral Consequences of Service Quality
inferredcites →https://doi.org/10.2307/1252099openalex-snapshot
Whence Consumer Loyalty?
inferredcites →https://doi.org/10.2307/1252308openalex-snapshot
The Commitment-Trust Theory of Relationship Marketing
inferredcites →https://doi.org/10.2307/1252310openalex-snapshot
Customer Satisfaction, Market Share, and Profitability: Findings From Sweden
inferredcites →https://doi.org/10.2307/3172742openalex-snapshot
Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations
inferredcites →https://doi.org/10.2307/41166074openalex-snapshot
Shopping Online for Freedom, Control, and Fun
inferredcites →https://doi.org/10.2501/jar-41-3-15-23openalex-snapshot
The Global Internet Shopper: Evidence from Shopping Tasks in Twelve Countries
inferredcites →https://doi.org/10.5281/zenodo.14579729openalex-snapshot
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
inferredcites →https://doi.org/10.5465/amr.1995.9508080335openalex-snapshot
An Integrative Model Of Organizational Trust
inferredcites →https://doi.org/10.5860/choice.47-6963openalex-snapshot
Satisfaction: a behavioral perspective on the consumer

What points at this work

Incoming claims: where this work appears in other papers’ reference lists and arguments.

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The Relative Importance of Usability and Functionality Factors for E‐Health Web Sites
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inferred← citeshttps://doi.org/10.1080/20421338.2021.1958987openalex-snapshot
An empirical study stepping towards ethnographic research for e-commerce websites: A perspective of user-centred design
inferred← citeshttps://doi.org/10.1080/20479700.2018.1453575openalex-snapshot
Connecting the dots between caregiver expectations and perceptions during the hospice care continuum: Lessons for interdisciplinary teams
inferred← citeshttps://doi.org/10.1080/21639159.2025.2560361openalex-snapshot
Trust-building factors of service quality and the impact of trust on commitment and referral intentions for B2B IT service vendors
inferred← citeshttps://doi.org/10.1080/2331186x.2022.2148498openalex-snapshot
Assessing the factors influencing users accessing higher education content on TikTok
inferred← citeshttps://doi.org/10.1080/24704067.2023.2209103openalex-snapshot
The Psychology of Fitness Center Members: An Examination of Turkish Fitness Clubs
inferred← citeshttps://doi.org/10.1089/cpb.2007.0097openalex-snapshot
Consumer Trust to a Web Site: Moderating Effect of Attitudes toward Online Shopping
inferred← citeshttps://doi.org/10.1097/hmr.0b013e31824b1c6bopenalex-snapshot
Understanding patient e-loyalty toward online health care services
inferred← citeshttps://doi.org/10.1108/01409171211256578openalex-snapshot
Customer engagement in a Facebook brand community
inferred← citeshttps://doi.org/10.1108/03090560710773363openalex-snapshot
Trust determinants and outcomes in global B2B services
inferred← citeshttps://doi.org/10.1108/08876040610704892openalex-snapshot
A service perspective on modelling intentions of on‐line purchasing
inferred← citeshttps://doi.org/10.1108/08876041011031091openalex-snapshot
Exploring the relationships between e‐service quality, satisfaction, attitudes and behaviours in content‐driven e‐service web sites
inferred← citeshttps://doi.org/10.1108/09590550610660215openalex-snapshot
Comparing e‐service performance across industry sectors
inferred← citeshttps://doi.org/10.1108/09590550610660224openalex-snapshot
The provision of delivery information online: a missed opportunity
inferred← citeshttps://doi.org/10.1108/09604520410569784openalex-snapshot
Comfort your online customer: quality, trust and loyalty on the internet
inferred← citeshttps://doi.org/10.1108/09604520510585361openalex-snapshot
E‐services and offline fulfilment: how e‐loyalty is created
inferred← citeshttps://doi.org/10.1108/09604520510634014openalex-snapshot
The added value of web innovation for customer satisfaction
inferred← citeshttps://doi.org/10.1108/09604520710744326openalex-snapshot
Perceived e‐service quality (PeSQ)
inferred← citeshttps://doi.org/10.1108/09604520910971539openalex-snapshot
E‐service quality: comparing the perceptions of providers and customers
inferred← citeshttps://doi.org/10.1108/09604521111127965openalex-snapshot
Developing a framework for understanding e‐service quality, its antecedents, consequences, and mediators
inferred← citeshttps://doi.org/10.1108/09684881211263993openalex-snapshot
How do management students perceive the quality of education in public institutions?
inferred← citeshttps://doi.org/10.1108/10662240810912747openalex-snapshot
“Usability + usefulness = trust”: an exploratory study of Australian health web sites
inferred← citeshttps://doi.org/10.1108/10662241111158326openalex-snapshot
The effect of channel quality inconsistency on the association between e‐service quality and customer relationships
inferred← citeshttps://doi.org/10.1108/13555851011062269openalex-snapshot
The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e‐commerce settings
inferred← citeshttps://doi.org/10.1108/14684520910985657openalex-snapshot
How perceived risk affects online buying
inferred← citeshttps://doi.org/10.1108/14684520910985710openalex-snapshot
Determinants of customer repurchase intention in online shopping
inferred← citeshttps://doi.org/10.1108/17505931011070587openalex-snapshot
Sources of brand equity for online companies
inferred← citeshttps://doi.org/10.1108/17505931311316734openalex-snapshot
Effects of reputation and website quality on online consumers' emotion, perceived risk and purchase intention
inferred← citeshttps://doi.org/10.1108/17566690910945859openalex-snapshot
e‐Service quality: overview and research agenda
inferred← citeshttps://doi.org/10.1108/17566691111182861openalex-snapshot
Happy people manage better in adverse services
inferred← citeshttps://doi.org/10.1108/ajems-03-2017-0061openalex-snapshot
E-service usage and satisfaction in Botswana
inferred← citeshttps://doi.org/10.1108/apjml-01-2022-0039openalex-snapshot
The sooner, the better? Interactions of stakeholders in online food delivery service platforms
inferred← citeshttps://doi.org/10.1108/arla-12-2014-0213openalex-snapshot
Trust and satisfaction: the keys to client loyalty in mobile commerce
inferred← citeshttps://doi.org/10.1108/bfj-11-2020-0995openalex-snapshot
Managing enterprise social media to develop consumer trust
inferred← citeshttps://doi.org/10.1108/ejm-08-2023-0629openalex-snapshot
The impact of perceived availability of consumer data on loyalty in retail channels: a relational exchange perspective
inferred← citeshttps://doi.org/10.1108/ics-09-2016-0074openalex-snapshot
Understanding of e-service security dimensions and its effect on quality and intention to use
inferred← citeshttps://doi.org/10.1108/ijbm-10-2015-0150openalex-snapshot
Mobile banking service quality and customer relationships
inferred← citeshttps://doi.org/10.1108/ijbm-11-2013-0139openalex-snapshot
The impact of technology CSFs on customer satisfaction and the role of trust
inferred← citeshttps://doi.org/10.1108/ijphm-04-2018-0025openalex-snapshot
Exploring the customer orientation of Spanish pharmacy websites
inferred← citeshttps://doi.org/10.1108/ijppm-07-2017-0169openalex-snapshot
Customer-contact employees’ empowerment and customer performance
inferred← citeshttps://doi.org/10.1108/ijqss-12-2016-0084openalex-snapshot
Classification model and e-loyalty implications for online services
inferred← citeshttps://doi.org/10.1108/ijrdm-11-2013-0214openalex-snapshot
An examination of the online service-profit chain
inferred← citeshttps://doi.org/10.1108/imds-04-2015-0116openalex-snapshot
Exploring the service quality in the e-commerce context: a triadic view
inferred← citeshttps://doi.org/10.1108/imds-05-2015-0170openalex-snapshot
Modeling consumer switching behavior in social network games by exploring consumer cognitive dissonance and change experience
inferred← citeshttps://doi.org/10.1108/intr-02-2014-0041openalex-snapshot
Young consumers’ responses to suspected covert and overt blog marketing
inferred← citeshttps://doi.org/10.1108/intr-07-2023-0579openalex-snapshot
When social media facilitates the dark side of consumer–human brand relationships: an investigation into social media-induced sleep problems
inferred← citeshttps://doi.org/10.1108/intr-09-2021-0686openalex-snapshot
Can AI chatbots help retain customers? Impact of AI service quality on customer loyalty
inferred← citeshttps://doi.org/10.1108/jgoss-11-2016-0034openalex-snapshot
Impact of value co-creation on logistics customers’ loyalty
inferred← citeshttps://doi.org/10.1108/jhtt-01-2015-0005openalex-snapshot
Are blogs still effective to maintain customer relationships?
inferred← citeshttps://doi.org/10.1108/jima-09-2019-0183openalex-snapshot
Relationship dynamics in customer loyalty to online banking services
inferred← citeshttps://doi.org/10.1108/jima-12-2013-0083openalex-snapshot
Investigation of psychological dimensions of trust on e-loyalty
inferred← citeshttps://doi.org/10.1108/josm-01-2016-0018openalex-snapshot
The changing role of the health care customer: review, synthesis and research agenda
inferred← citeshttps://doi.org/10.1108/jsm-04-2020-0122openalex-snapshot
Mapping of Journal of Services Marketing themes: a retrospective overview using bibliometric analysis
inferred← citeshttps://doi.org/10.1108/jsm-05-2018-0163openalex-snapshot
Consumers' willingness to purchase online mental health services
inferred← citeshttps://doi.org/10.1108/jsm-07-2016-0278openalex-snapshot
Organizational identification and independent sales contractor performance in professional services
inferred← citeshttps://doi.org/10.1108/jsm-08-2012-0157openalex-snapshot
Healthcare branding: developing emotionally based consumer brand relationships
inferred← citeshttps://doi.org/10.1108/jstp-09-2021-0191openalex-snapshot
Dimensions of e-return service quality: conceptual refinement and directions for measurement
inferred← citeshttps://doi.org/10.1108/qmr-05-2015-0033openalex-snapshot
Using qualitative research for establishing content validity of e-lifestyle and website quality constructs
inferred← citeshttps://doi.org/10.1108/sl-07-2024-0063openalex-snapshot
Ethical leadership and SME performance in Malaysia’s ICT sector - a resource-based view of leadership effectiveness as a mediator
inferred← citeshttps://doi.org/10.1108/xjm-07-2020-0039openalex-snapshot
Impact of e-banking service quality on e-loyalty in pandemic times through interplay of e-satisfaction
inferred← citeshttps://doi.org/10.1109/coinfo.2009.40openalex-snapshot
Consumer Trust - Challenge for E-healthcare
inferred← citeshttps://doi.org/10.1109/hicss.2016.473openalex-snapshot
Understanding Perceived Enjoyment in Mobile Game Context
inferred← citeshttps://doi.org/10.1109/ic4e.2010.113openalex-snapshot
The Relationship Between E-service Quality and Ease of Use on Electronic Customer Relationship Management (E-CRM) Performance: An Empirical Investigation in Jordan Mobile Phone Services
inferred← citeshttps://doi.org/10.1109/icams.2010.5553172openalex-snapshot
Notice of Retraction: The influence of trust on electronic banking adoption: Views of Malaysian university lecturers
inferred← citeshttps://doi.org/10.1109/iccet.2010.5485511openalex-snapshot
Notice of Retraction: Modelling the quality aspects of Internet commerce with customers' shopping experiences
inferred← citeshttps://doi.org/10.1109/iccsit.2010.5565050openalex-snapshot
Investigating factors affecting students' satisfaction of university websites
inferred← citeshttps://doi.org/10.1109/icebe.2012.16openalex-snapshot
An Empirical Study of Customer Loyalty to Internet Banking in China
inferred← citeshttps://doi.org/10.1109/icsitech.2016.7852621openalex-snapshot
The determinants affecting e-loyalty: Hospitality industry in Indonesia
inferred← citeshttps://doi.org/10.1109/icsssm.2014.6874093openalex-snapshot
The impacts of service quality and customer satisfaction in the e-commerce context
inferred← citeshttps://doi.org/10.1109/icwr.2017.7959323openalex-snapshot
Sustainable Internet service provider selection: Affected by internal and external factors (quality and reputation)
inferred← citeshttps://doi.org/10.1109/ieem.2010.5674402openalex-snapshot
The impacts of brand trust, customer satisfaction, and brand loyalty on word-of-mouth
inferred← citeshttps://doi.org/10.1109/wicom.2008.2168openalex-snapshot
The Influence of Online Store Perception on Customer Behavior in the Experiential Marketing Context
inferred← citeshttps://doi.org/10.1111/ijcs.70051openalex-snapshot
Fulfilled Expectations: Key to Customer Loyalty in Digital Home‐Sharing Platforms
inferred← citeshttps://doi.org/10.1145/1282100.1282180openalex-snapshot
Factors and effects of information credibility
inferred← citeshttps://doi.org/10.1145/3675669.3675684openalex-snapshot
Understanding how the Antecedents of Satisfaction with TikTok Influence Continuous Use Intention
inferred← citeshttps://doi.org/10.1177/0017896907080123openalex-snapshot
The content and interactivity of health support group websites
inferred← citeshttps://doi.org/10.1177/0258042x21989924openalex-snapshot
Impact of University Website Usability on Satisfaction: A Structural Equation Modelling Approach
inferred← citeshttps://doi.org/10.1177/0961000609351371openalex-snapshot
An analysis of knowledge management mechanisms in healthcare portals
inferred← citeshttps://doi.org/10.1177/09711023231197795openalex-snapshot
E-SERV-EX: A Multi-item Scale for Measuring Customer Expectations from the Online Retail Services
inferred← citeshttps://doi.org/10.1177/0972150916668614openalex-snapshot
Understanding Web Experience and Perceived Web Enjoyment as Antecedents of Online Purchase Intention
inferred← citeshttps://doi.org/10.1177/09722629211043592openalex-snapshot
Drivers of Customer Retention: An Introspection Into Indian Retail Customers
inferred← citeshttps://doi.org/10.1177/1094670506289531openalex-snapshot
Quality of Electronic Services
inferred← citeshttps://doi.org/10.1177/1356766710372243openalex-snapshot
Atmospherics on tour operators’ websites: Website features that stimulate emotional response
inferred← citeshttps://doi.org/10.1177/1460458214559432openalex-snapshot
Trust in health information websites: A systematic literature review on the antecedents of trust
inferred← citeshttps://doi.org/10.1177/20552076251320761openalex-snapshot
Knowledge mapping of online healthcare: An interdisciplinary visual analysis using VOSviewer and CiteSpace
inferred← citeshttps://doi.org/10.1177/21582440221134899openalex-snapshot
How is Satisfaction with Online-to-Offline App Formed? Importance of Confirmation Through Offline Experience
inferred← citeshttps://doi.org/10.1177/2278533719887451openalex-snapshot
Underlying Factors Influencing Consumers’ Trust and Loyalty in E-commerce
inferred← citeshttps://doi.org/10.1201/ebk1439834978-c79openalex-snapshot
The Relative Importance of Usability and Functionality Factors for E-Health Web Sites
inferred← citeshttps://doi.org/10.12688/f1000research.175562.1openalex-snapshot
The Role of Website Quality on the Enhancement of E-Loyalty: The Moderating Role of Customer Knowledge Management
inferred← citeshttps://doi.org/10.1300/j369v10n01_05openalex-snapshot
A Grounded Theory Approach to Understanding the Website Experiences of Restaurant Customers
inferred← citeshttps://doi.org/10.13033/isahp.y2020.064openalex-snapshot
THE ANALYTIC HIERARCHY PROCESS: APPLICATION TO THE SELECTION OF THE BEST E-WALLET IN KLANG VALLEY, MALAYSIA.
inferred← citeshttps://doi.org/10.13106/ijidb.2019.vol10.no6.19openalex-snapshot
A Study on the Quality Improvement of Mobile App Services of Medical Institutions: Focus on the Kano Model and PCSI Index
inferred← citeshttps://doi.org/10.13140/rg.2.1.4682.0241openalex-snapshot
RESEARCH STUDY ON ENHANCING THE SERVICE QUALITY OF INTERACTIVE HEALTH PORTALS: THE COGNITIVE TO ACTION THEORY PERSPECTIVE
inferred← citeshttps://doi.org/10.14198/inturi2017.13.02openalex-snapshot
La experiencia de la calidad de servicio online como antecedente de la satisfacción online: estudio empírico en los sitios web de viajes
inferred← citeshttps://doi.org/10.14214/df.289openalex-snapshot
Knowledge use in the management of privately owned forests: a focus on decision support services for multi-objective forest use
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