What drives consumer website stickiness intention? The role of website service quality and website involvement

被引：0
|
作者：
Wu, Jinnan [1 ]
Liu, Lin [2 ]
Cui, Tingting [1 ]
机构：
[1] Anhui Univ Technol, Sch Business, Maxiang Rd, Maanshan 243032, Peoples R China
[2] Anhui Univ Technol, Sch Management Sci & Engn, Maxiang Rd, Maanshan 243032, Peoples R China
来源：
INTERNATIONAL JOURNAL OF SERVICES TECHNOLOGY AND MANAGEMENT | 2021年 / 27卷 / 03期
基金：
中国国家自然科学基金;
关键词：
website stickiness; website service quality; WSQ; website involvement; affective involvement; stimulus-organism-response; SOR; motivation theory; CUSTOMER SATISFACTION; INTRINSIC MOTIVATION; TECHNOLOGY ACCEPTANCE; WEB SITE; ANTECEDENTS; INTERNET; MODEL; INTERACTIVITY; PERSPECTIVES; CONTINUANCE;
D O I：
暂无
中图分类号：
C93 [管理学];
学科分类号：
12 ; 1201 ; 1202 ; 120202 ;
摘要：
Consumers' stickiness toward shopping website has been found to be determined by its service quality. However, it is unclear how website service quality influences website stickiness. The `stimulus-organism-response' model and motivation theory were applied to examine how website service quality influences website involvement and stickiness intention. The results show that although it does not influence website stickiness directly, website service quality is positively associated with cognitive and affective involvement, and thus increase stickiness intention, suggesting a full mediating effect of website involvement. Also, consumer cognitive involvement is found to be predicted by affective involvement toward a shopping website. The findings offer insights into how e-retailers can increase consumer willingness to stick to shopping websites by improving website service quality.
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页码：189 / 208
页数：20
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