The effect of website features in online relationship marketing: A case of online hotel booking

作者：

Highlights：

• Hedonic features of the website have a stronger significant effect on affective commitment.

• Utilitarian features have a stronger significant effect on calculative commitment.

• Web design features are important for online relationship marketing.

• Both commitment dimensions were found to be precursors of trust whereas affective commitment is the precursor of e-loyalty.

摘要

•Hedonic features of the website have a stronger significant effect on affective commitment.•Utilitarian features have a stronger significant effect on calculative commitment.•Web design features are important for online relationship marketing.•Both commitment dimensions were found to be precursors of trust whereas affective commitment is the precursor of e-loyalty.

论文关键词：Relationship marketing,Website features,Customer loyalty,E-commerce,Hotel booking

论文评审过程：Received 11 February 2014, Revised 26 May 2014, Accepted 8 September 2014, Available online 2 October 2014, Version of Record 1 August 2015.

论文官网地址：https://doi.org/10.1016/j.elerap.2014.09.001