Relationships Among Perceived Value, Satisfaction, and e-Trust: An e-CRM View of Online Restaurant Consumption

Gang ZHANG, Zongshui WANG, Hong ZHAO

Journal of Systems Science and Information ›› 2020, Vol. 8 ›› Issue (5) : 458-475.

PDF(340 KB)
中国科学院数学与系统科学研究院期刊网
JSSI
PDF(340 KB)
Journal of Systems Science and Information ›› 2020, Vol. 8 ›› Issue (5) : 458-475. DOI: 10.21078/JSSI-2020-458-18
 

Relationships Among Perceived Value, Satisfaction, and e-Trust: An e-CRM View of Online Restaurant Consumption

Author information +
History +

Abstract

This paper aims to propose a new trend in research which integrates the online customer relationship management through the perspectives of perceived value, satisfaction, and e-trust regarding the online restaurant in Chinese e-CRM business backgrounds. This study constructs a structural equation model to analyze the online restaurant marketing with the research perspective of the relationships among perceived value, satisfaction and e-Trust, corresponding to the cognitive belief, affective experiences and cognitive behavior of e-CRM. This model proposes six hypotheses concerning the relationships among perceived value, satisfaction and e-trust, aiming to demonstrate the predominant factors affecting the online restaurant sales and further to have a better understanding of the customers' preferences on placing orders and purchases in the online context. The results show that there is a series of connections among perceived value, satisfaction and e-trust, and most of them are important. First, the perceived value has an incentive effect on satisfaction, e-trust, and customers' commitment to a relationship. Second, satisfaction has a positive impact on e-trust and leads to the commitment to a relationship. Third, e-trust positively affects the consumer commitment to a relationship. In addition, production quality, service quality and price fairness have a significant impact on the perceived value.

Key words

perceived value / satisfaction / e-Trust / e-CRM / online restaurant consumption

Cite this article

EndNote

Ris (Procite)

Bibtex

Download Citations
Gang ZHANG , Zongshui WANG , Hong ZHAO. Relationships Among Perceived Value, Satisfaction, and e-Trust: An e-CRM View of Online Restaurant Consumption. Journal of Systems Science and Information, 2020, 8(5): 458-475 https://doi.org/10.21078/JSSI-2020-458-18

References

Publishing order | Descend order by publishing year | Descend order by cited within
1
Rinaldi R, Bandinelli R. Business Models and ICT Technologies for the Fashion Supply Chain. Springer, 2017.
Cited in this article [1]
2
Cole M, O'Keefe R M, Siala H. From the user interface to the consumer interface. Information Systems Frontiers, 2000, 1 (4): 349- 361.
https://doi.org/10.1023/A:1010009923913
Cited in this article [1]
3
Chiu C M, Hsu M H, Lai H, et al. Re-examining the influence of trust on online repeat purchase intention: The moderating role of habit and its antecedents. Decision Support Systems, 2012, 53 (4): 835- 845.
https://doi.org/10.1016/j.dss.2012.05.021
Cited in this article [1]
4
Kozinets R V. E-tribalized marketing?: The strategic implications of virtual communities of consumption. European Management Journal, 1999, 17 (3): 252- 264.
https://doi.org/10.1016/S0263-2373(99)00004-3
Cited in this article [1]
5
Buhalis D, Law R. Progress in information technology and tourism management: 20 years on and 10 years after the Internet-The state of eTourism research. Tourism Management, 2008, 29 (4): 609- 623.
https://doi.org/10.1016/j.tourman.2008.01.005
Cited in this article [1]
6
Hagedoorn J. Understanding the rationale of strategic technology partnering: Interorganizational modes of cooperation and sectoral differences. Strategic Management Journal, 1993, 14 (5): 371- 385.
https://doi.org/10.1002/smj.4250140505
Cited in this article [1]
7
Gretzel U, Yoo K H. Use and impact of online travel reviews. Information and Communication Technologies in Tourism, 2008, 35- 46.
Cited in this article [1]
8
Zhang Z, Ye Q, Law R, et al. The impact of e-word-of-mouth on the online popularity of restaurants: A comparison of consumer reviews and editor reviews. International Journal of Hospitality Management, 2010, 29 (4): 694- 700.
https://doi.org/10.1016/j.ijhm.2010.02.002
Cited in this article [1]
9
Trueman B, Wong M F, Zhang X J. The eyeballs have it: Searching for the value in Internet stocks. Journal of Accounting Research, 2000, 137- 162.
Cited in this article [1]
10
McKnight D H, Choudhury V, Kacmar C. The impact of initial consumer trust on intentions to transact with a web site: A trust building model. The Journal of Strategic Information Systems, 2002, 11 (3-4): 297- 323.
https://doi.org/10.1016/S0963-8687(02)00020-3
Cited in this article [1]
11
Chevalier J A, Mayzlin D. The effect of word of mouth on sales: Online book reviews. Journal of Marketing Research, 2006, 43 (3): 345- 354.
https://doi.org/10.1509/jmkr.43.3.345
Cited in this article [1]
12
Rigby D K, Reichheld F F, Schefter P. Avoid the four perils of CRM. Harvard Business Review, 2002, 80 (2): 101- 109.
Cited in this article [1]
13
Adebanjo D. Classifying and selecting e-CRM applications: An analysis-based proposal. Management Decision, 2003, 41 (6): 570- 577.
https://doi.org/10.1108/00251740310491517
Cited in this article [1]
14
Kim C, Zhao W, Yang K H. An integrated model for e-CRM in internet shopping: Evaluating the relationship between perceived value, satisfaction and trust//encyclopedia of e-business development and management in the global economy. IGI Global, 2010: 743-751.
Cited in this article [4]
15
Zeithaml V A. Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 1988, 52 (3): 2- 22.
https://doi.org/10.1177/002224298805200302
Cited in this article [3]
16
Nour M A, Fadlalla A. A framework for web marketing strategies. Information Systems Management, 2000, 17 (2): 41- 50.
Cited in this article [1]
17
Oliver R L. A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 1980, 17 (4): 460- 469.
https://doi.org/10.1177/002224378001700405
Cited in this article [3]
18
Pascoe G C. Patient satisfaction in primary health care: A literature review and analysis. Evaluation and Program Planning, 1983, 6 (3-4): 185- 210.
https://doi.org/10.1016/0149-7189(83)90002-2
Cited in this article [1]
19
Anderson R E, Srinivasan S S. E-satisfaction and e-loyalty: A contingency framework. Psychology & Marketing, 2003, 20 (2): 123- 138.
Cited in this article [1]
20
Kim C, Zhao W, Yang K H. An empirical study on the integrated framework of e-CRM in online shopping: Evaluating the relationships among perceived value, satisfaction, and trust based on customers' perspectives. Journal of Electronic Commerce in Organizations (JECO), 2008, 6 (3): 1- 19.
https://doi.org/10.4018/jeco.2008070101
Cited in this article [3]
21
Morgan R M, Hunt S D. The commitment-trust theory of relationship marketing. Journal of Marketing, 1994, 58 (3): 20- 38.
https://doi.org/10.1177/002224299405800302
Cited in this article [9]
22
Wu F, Cavusgil S T. Organizational learning, commitment, and joint value creation in interfirm relationships. Journal of Business Research, 2006, 59 (1): 81- 89.
https://doi.org/10.1016/j.jbusres.2005.03.005
Cited in this article [4]
23
Lee M K, Turban E. A trust model for consumer internet shopping. International Journal of Electronic Commerce, 2001, 6 (1): 75- 91.
https://doi.org/10.1080/10864415.2001.11044227
Cited in this article [3]
24
Dennis C, Merrilees B, Jayawardhena C, et al. E-consumer behaviour. European Journal of Marketing, 2009, 43 (9/10): 1121- 1139.
https://doi.org/10.1108/03090560910976393
Cited in this article [1]
25
Abou-Shouk M, Megicks P, Lim W M. Perceived benefits and e-commerce adoption by SME travel agents in developing countries: Evidence from Egypt. Journal of Hospitality & Tourism Research, 2013, 37 (4): 490- 515.
Cited in this article [2]
26
Forsythe S, Liu C, Shannon D, et al. Development of a scale to measure the perceived benefits and risks of online shopping. Journal of Interactive Marketing, 2006, 20 (2): 55- 75.
https://doi.org/10.1002/dir.20061
Cited in this article [1]
27
Woodruff R B. Customer value: The next source for competitive advantage. Journal of the Academy of Marketing Science, 1997, 25 (2): 139.
https://doi.org/10.1007/BF02894350
Cited in this article [1]
28
Sweeney J C, Soutar G N. Consumer perceived value: The development of a multiple item scale. Journal of Retailing, 2001, 77 (2): 203- 220.
https://doi.org/10.1016/S0022-4359(01)00041-0
Cited in this article [4]
29
Westbrook R A, Oliver R L. The dimensionality of consumption emotion patterns and consumer satisfaction. Journal of Consumer Research, 1991, 18 (1): 84- 91.
https://doi.org/10.1086/209243
Cited in this article [1]
30
Parasuraman A. Reflections on gaining competitive advantage through customer value. Journal of the Academy of Marketing Science, 1997, 25 (2): 154.
https://doi.org/10.1007/BF02894351
Cited in this article [1]
31
Garbarino E, Johnson M S. The different roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing, 1999, 63 (2): 70- 87.
https://doi.org/10.1177/002224299906300205
Cited in this article [1]
32
Johnson J T, Barksdale Jr H C, Boles J S. The strategic role of the salesperson in reducing customer defection in business relationships. Journal of Personal Selling & Sales Management, 2001, 21 (2): 123- 134.
Cited in this article [1]
33
Meyer J P, Herscovitch L. Commitment in the workplace: Toward a general model. Human Resource Management Review, 2002, 11 (3): 299- 326.
Cited in this article [2]
34
Meyer J P, Allen N J. A three-component conceptualization of organizational commitment. Human Resource Management Review, 1991, 1 (1): 61- 89.
https://doi.org/10.1016/1053-4822(91)90011-Z
Cited in this article [1]
35
Lee M K, Turban E. A trust model for consumer internet shopping. International Journal of Electronic Commerce, 2001, 6 (1): 75- 91.
https://doi.org/10.1080/10864415.2001.11044227
Cited in this article [1]
36
Mayer R C, Schoorman F D. Differentiating antecedents of organizational commitment: A test of March and Simon's model. Journal of Organizational Behavior, 1998, 19 (1): 15- 28.
https://doi.org/10.1002/(SICI)1099-1379(199801)19:1<15::AID-JOB816>3.0.CO;2-C
Cited in this article [1]
37
Jaros S J, Jermier J M, Koehler J W, et al. Effects of continuance, affective, and moral commitment on the withdrawal process: An evaluation of eight structural equation models. Academy of Management Journal, 1993, 36 (5): 951- 995.
https://doi.org/10.2307/256642
Cited in this article [1]
38
O'Reilly Ⅲ C A, Chatman J, Caldwell D F. People and organizational culture: A profile comparison approach to assessing person-organization fit. Academy of Management Journal, 1991, 34 (3): 487- 516.
https://doi.org/10.2307/256404
Cited in this article [1]
39
Adams J M, Jones W H. The conceptualization of marital commitment: An integrative analysis. Journal of Personality and Social Psychology, 1997, 72 (5): 1177- 1196.
https://doi.org/10.1037/0022-3514.72.5.1177
Cited in this article [1]
40
Allen N J, Meyer J P. The measurement and antecedents of affective, continuance and normative commitment to the organization. Journal of Occupational Psychology, 1990, 63 (1): 1- 18.
https://doi.org/10.1111/j.2044-8325.1990.tb00506.x
Cited in this article [2]
41
Bansal H S, Irving P G, Taylor S F. A three-component model of customer to service providers. Journal of the Academy of Marketing Science, 2004, 32 (3): 234- 250.
https://doi.org/10.1177/0092070304263332
Cited in this article [1]
42
Heide J B, John G. The role of dependence balancing in safeguarding transaction-specific assets in conventional channels. Journal of Marketing, 1988, 52 (1): 20- 35.
https://doi.org/10.1177/002224298805200103
Cited in this article [2]
43
Chatman E A. Life in a small world: Applicability of gratification theory to information-seeking behavior. Journal of the American Society for Information Science, 1991, 42 (6): 438- 449.
https://doi.org/10.1002/(SICI)1097-4571(199107)42:6<438::AID-ASI6>3.0.CO;2-B
Cited in this article [1]
44
Anderson J C, Narus J A. A model of distributor firm and manufacturer firm working partnerships. Journal of Marketing, 1990, 54 (1): 42- 58.
https://doi.org/10.1177/002224299005400103
Cited in this article [1]
45
Pan Y, Zinkhan G M. Determinants of retail patronage: A meta-analytical perspective. Journal of Retailing, 2006, 82 (3): 229- 243.
https://doi.org/10.1016/j.jretai.2005.11.008
Cited in this article [1]
46
Cravens D W, Holland C W, Lamb Jr C W, et al. Marketing's role in product and service quality. Industrial Marketing Management, 1988, 17 (4): 285- 304.
https://doi.org/10.1016/0019-8501(88)90032-6
Cited in this article [2]
47
Sheth J N, Newman B I, Gross B L. Consumption values and market choice. Cincinnati, OH: South Western Publishing, 1991.
Cited in this article [2]
48
Sheth, J N, Newman B I, Gross B L. Why we buy what we buy: A theory of consumption values. Journal of Business Research, 1991, 22 (2): 159- 170.
https://doi.org/10.1016/0148-2963(91)90050-8
Cited in this article [1]
49
Dodds W B, Monroe K B, Grewal D. Effects of price, brand, and store information on buyers' product evaluations. Journal of Marketing Research, 1991, 28 (3): 307- 319.
Cited in this article [1]
50
Mowday R T, Steers R M, Porter L W. The measurement of organizational commitment. Journal of Vocational Behavior, 1979, 14 (4): 224- 247.
Cited in this article [1]
51
Warr P. The measurement of well-being and other aspects of mental health. Journal of Occupational Psychology, 1990, 63 (3): 193- 210.
https://doi.org/10.1111/j.2044-8325.1990.tb00521.x
Cited in this article [1]
52
Dabholkar P A, Thorpe D I, Rentz J O. A measure of service quality for retail stores: Scale development and validation. Journal of the Academy of Marketing Science, 1996, 24 (1): 3- 16.
https://doi.org/10.1007/BF02893933
Cited in this article [1]
53
Babin L A, Burns A C. A modified scale for the measurement of communication-evoked mental imagery. Psychology & Marketing, 1998, 15 (3): 261- 278.
Cited in this article [1]
54
Chiou J S. The antecedents of consumers' loyalty toward Internet service providers. Information & Management, 2004, 41 (6): 685- 695.
Cited in this article [2]
55
Carver C S, Scheier M F. Origins and functions of positive and negative affect: A control-process view. Psychological Review, 1990, 97 (1): 19- 35.
https://doi.org/10.1037/0033-295X.97.1.19
Cited in this article [2]
56
Cronin Jr J J, Brady M K, Hult G T M. Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 2000, 76 (2): 193- 218.
Cited in this article [1]
57
Zhang X, Prybutok V R. A consumer perspective of e-service quality. IEEE Transactions on Engineering Management, 2005, 52 (4): 461- 477.
Cited in this article [2]
58
Vellido A, Lisboa P J, Meehan K. Quantitative characterization and prediction of on-line purchasing behavior: A latent variable approach. International Journal of Electronic Commerce, 2000, 4 (4): 83- 104.
Cited in this article [2]
59
Zeithaml V A, Parasuraman A, Malhotra A. Service quality delivery through web sites: A critical review of extant knowledge. Journal of the Academy of Marketing Science, 2002, 30 (4): 362- 375.
Cited in this article [1]
60
Khosrow-Pour M. E-Commerce trends for organizational advancement: New applications and methods. IGI Global, 2009.
Cited in this article [1]
61
Crosby L, Johnson S. The three Ms of customer loyalty. Marketing Management, 2004, 13 (4): 12- 13.
62
Wangenheim F V, Evanschitzky H, Wunderlich M. Does the employee-customer satisfaction link hold for all employee groups?. Journal of Business Research, 2007, 60 (7): 690- 697.
PDF(340 KB)

Accesses

Citation

Detail
Sections
Recommended

/

〈 〉