Home // ICIW 2015, The Tenth International Conference on Internet and Web Applications and Services // View article
Authors:
I-Ching Chen
Shueh-Cheng Hu
Keywords: E-commerce; online storefronts; politeness; ACSI model; SEM
Abstract:
Politeness exhibited in a commercial context influences a business. E-commerce emerges a major way to conduct business; by contrast, politeness issues in virtual commercial contexts receive rare attention. This work aims to investigate whether politeness influence customer satisfaction and loyalty in online storefronts. The present work extended the American customer satisfaction index (ACSI) model by taking the politeness construct into account. The instrument’s reliability and validity were confirmed through empirical data analysis. By using the extended model, business can examine to which extent the politeness will influence their customers’ satisfaction and loyalty. Besides its practical applications, this work sets a stage for future studies trying to investigate the relationships between the politeness construct and other constructs interesting business administrators.
Pages: 63 to 69
Copyright: Copyright (c) IARIA, 2015
Publication date: June 21, 2015
Published in: conference
ISSN: 2308-3972
ISBN: 978-1-61208-412-1
Location: Brussels, Belgium
Dates: from June 21, 2015 to June 26, 2015