Transactional quality, relational quality, and consumer e-loyalty: Evidence from SEM and fsQCA

作者：

Highlights：

• We integrate transactional and relational perspective factors in the same model.

• fsQCA reveals several equifinal configurations leading to e-loyalty.

• Consumer heterogeneity results in dissimilar configurations leading to e-loyalty.

• Satisfaction is a necessary but not sufficient condition leading to e-loyalty.

• The results reveal the causal complexities of repurchasing decision.

摘要

•We integrate transactional and relational perspective factors in the same model.•fsQCA reveals several equifinal configurations leading to e-loyalty.•Consumer heterogeneity results in dissimilar configurations leading to e-loyalty.•Satisfaction is a necessary but not sufficient condition leading to e-loyalty.•The results reveal the causal complexities of repurchasing decision.

论文关键词：E-tailing,Repurchase intention,Internet shopping,E-loyalty,Causal complexity,Fuzzy set qualitative comparative analysis (fsQCA)

论文评审过程：Received 8 May 2016, Revised 28 July 2016, Accepted 26 August 2016, Available online 10 September 2016, Version of Record 10 September 2016.

论文官网地址：https://doi.org/10.1016/j.ijinfomgt.2016.08.006