Les Caracteristiques Relationnelles D'Un.pdf

Bien entendu, l’efficacité relationnelle sera fonction de l’intégration de l’ensemble de ces dimensions etnon pas de quelques une d’entre elles, comme on le voit souvent.Pour les chercheurs l’efficacité des 8 dimensions se devrait d’être empiriquement mesurées tant dans leurseffets directs qu’interactifs. Il serait également souhaitable d’élaborer des instruments de mesure de laperformance relationnelle d’un site marchand. Il y a là matière à bien des travaux.RéférencesAladwani, Adel M. & Palvia, Prashant C., “Developing and Validating an Instrument for MeasuringUser- Perceived Web Quality”, Information & Management, 39(6), (Mai 2002), 467-476.Anderson, Rolph E. & Srinivasan, Srini S., “E-satisfaction and E-loyalty: A Contingency Framework”,Psychology & Marketing, 20 (2),(2003), 123-138.Asim, Muhammad & Hashmi, Yaqoob, “E-loyalty: Companies Secret Weapon on the Web”, Master’sThesis, Social Science and Business Administration Programmes, (March 2005), Lulea University ofTechnology.Bauer, H.H., Grether, M. & Leach, M., “Building Customer Relations Over the Internet”, IndustrialMarketing Management, 31, (2002), 155-163.Berthon, P., Pitt, L. & Waston, R., “From Surfer to Buyer on the World Wide Web : ResearchPerspectives on Marketing Communication and Buyer Behaviour on the World Wide Web”, InternationalJournal of Advertising, (1996), 287-301.Bucklin,R.E., Lattin, J.M., Ansari, A., Bell, D., Coupey, E., Gupta, S., Little, J.D.C., Mela, C.,Montgomery, A. & Steckel, J., “Choice and the internet: From clickstream to research stream” U.C.Berkeley 5 th Annual Invitational Choice Symposium, 2002.Chaston, Ian, “Relationship Marketing and the Orientation Customers Required of Suppliers: Assessingthe Influence on Service Satisfaction in the UK SME Manufacturing Sector”, Services Industries Journal,20(3), (2000).Chaston, Ian & Mangles T., “Relationship marketing in online business-to-business markets” EuropeanJournal of Marketing. 37(5/6), (2001), 753-773.Chau, Patrick, Cole, M., Massey, P. A., Montoya-Weiss, M. & O’Keefe, M., “Cultural Differences in theOnline Behavior of Consumers”, Communications of the ACM, 2002, October, vol. 45 (10), 138-143.Constantinides, Efthymios, “Influencing The Online Consumer’s Behaviour: The Web Experience”,Internet Research, 14(2), (2004), 111-126.Dabholkar, Pratibha A., “Consumer Evaluations of New Technology-based Self-service Options: AnInvestigation of Alternative Models of Service Quality”, International Journal of Research in Marketing,13, (1996), 29-51.Datamonitor, “Poor Customer service costs net retailers”, 2001, www.nua.com/surveys/index.cgi107