Transfer Effect of Trust, Satisfaction and Loyalty Link: Building Loyalty Relationships through an E-Contact Center

dc.contributor.advisorPark, Jungkun
dc.contributor.committeeMemberEzell, Shirley
dc.contributor.committeeMemberStewart, Barbara L.
dc.creatorElestwani, Sami F.
dc.creator.orcid0000-0001-6958-9683
dc.date.accessioned2018-03-20T16:20:55Z
dc.date.available2018-03-20T16:20:55Z
dc.date.createdMay 2015
dc.date.issued2015-05
dc.date.submittedMay 2015
dc.date.updated2018-03-20T16:20:55Z
dc.description.abstractWith the recent advancements in information and communications technology, e-contact centers have taken on a new role in the retail world. They have become an essential gateway to retailers’ relationship with their customers. The use of consumer-trusted advanced communication technologies in e-contact centers has been found to play an important role in the creation of customer loyalty. The purpose of this study was to investigate the effect of consumer trust in information and communication technology on the trust, satisfaction, and loyalty that customers develop with e-contact centers and to provide an integrated model to assess the effect of a trust-satisfaction-loyalty link to e-contact centers on the formation process of their loyalty to retailers. The results suggest that trust in communication technology plays an important role in the formation process of customer trust, satisfaction and loyalty within e-contact centers, and that customer trust, satisfaction, and loyalty to e-contact centers are linked to their loyalty to retailers.
dc.description.departmentHuman Development and Consumer Sciences, Department of
dc.format.digitalOriginborn digital
dc.format.mimetypeapplication/pdf
dc.identifier.urihttp://hdl.handle.net/10657/2979
dc.language.isoeng
dc.rightsThe author of this work is the copyright owner. UH Libraries and the Texas Digital Library have their permission to store and provide access to this work. Further transmission, reproduction, or presentation of this work is prohibited except with permission of the author(s).
dc.subjectTrust
dc.subjectSatisfaction
dc.subjectLoyalty
dc.subjectE-contact center
dc.subjectInformation and communication technology (ICT)
dc.titleTransfer Effect of Trust, Satisfaction and Loyalty Link: Building Loyalty Relationships through an E-Contact Center
dc.type.dcmiText
dc.type.genreThesis
thesis.degree.collegeCollege of Technology
thesis.degree.departmentHuman Development and Consumer Sciences, Department of
thesis.degree.disciplineGlobal Retailing
thesis.degree.grantorUniversity of Houston
thesis.degree.levelMasters
thesis.degree.nameMaster of Science

Files

Original bundle

Now showing 1 - 1 of 1
Loading...
Thumbnail Image
Name:
ELESTWANI-THESIS-2015.pdf
Size:
560.86 KB
Format:
Adobe Portable Document Format

License bundle

Now showing 1 - 1 of 1
No Thumbnail Available
Name:
LICENSE.txt
Size:
1.81 KB
Format:
Plain Text
Description: