Research Article
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Year 2020, Volume: 7 Issue: 2, 80 - 94, 30.06.2020

Tugba Uzunkaya

https://doi.org/10.17261/Pressacademia.2020.1201

Abstract

References

  • Aladwani, A.M. (2006). An empirical test of the link between web site quality and forward enterprise integration with web consumers. Business Process Management Journal. 12(2): 178-190.
  • Ali, F. (2016). Hotel website quality, perceived flow, customer satisfaction and purchase intention. Journal of Hospitality and Tourism Technology. 7(2): 213-228.
  • Al-Qeisi, K. Dennis, C. Alamanos, E. Jayawardhena, C. (2014). Website design quality and usage behavior: unified theory of acceptance and use of technology. Journal of Business Research 67: 2282-2290.
  • Babic-Hodovic, V. Arslanagic-Kalajdzic, M. Imsirpasic, A. (2017). Perceived quality and corporate image in mobile services: the role of technical and functional quality. South East European Journal of Economics and Business. 12(1): 114-125.
  • Bechwati, N.N. Nasr, N.I. (2011). Understanding triggers of offline and online consumer recommendations. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior: Vol.24: 56-68.
  • Brown, T.J. Thomas, E. Dacin, P.A. Gunst, R. F. (2005). Spreading the Word: Investigating Antecedents of Consumers' Positive Word of Mouth Intentions and Behaviors in A Retailing Context. Journal of the Academy of Marketing Science. 33(2): 123-138.
  • Cakici, A.C. Akgunduz, Y. Yildirim, O. (2019). The impact of perceived price justice and satisfaction on loyalty: the mediating effect of revisit intention. Tourism Review. 74(3): 443-462.
  • Cervellon, M.C. Carey, L.I. (2014). Sustainable, hedonic and efficient- interaction effects between product properties and consumer reviews on post-experience responses. European Journal of Marketing. 48(7/8): 1375-1394.
  • Cheshin, A. Amit, A. van Kleef, G.A. (2018). The interpersonal effects of emotion intensity in customer service: perceived appropriateness and authenticity of attendants' emotional displays shape customer trust and satisfaction. Organizational Behavior and Human Decision Processes 144: 97-111.
  • Cheung, C.M.Y. Sia, C.L. Kuan, K.K.Y. (2012). Is this review believable? A study of factors affecting the credibility of online consumer reviews from an ELM perspective: Journal of the Association for Information Systems. 13(8): 618-635.
  • Cheung, M.Y. Luo, C. Sia, C.L. Chen, H. (2009). Credibility of Electronic Word-of-Mouth: Informational and Normative Determinants of On-Line Consumer Recommendations. International Journal of Electronic Commerce. 13(4): 9-38.
  • Chua, A.Y.K. Goh, D.H. Ang, R.P. (2012). Web 2.0 applications in government web sites- prevalence, use and correlations with perceived web site quality. Online Information Review. 36(2): 175-195.
  • Chua, P.Y. Rezaei, S. Gu, M.L. Oh, Y.M. Jambulingam, M. (2018). Elucidating social networking apps decisions -performance expectancy, effort expectancy and social influence. Nankai Business Review International. 9(2): 118-142.
  • Clewley, N. Chen, S.Y. Liu, X. (2009). Evaluation of the credibility of internet shopping in the UK. Online Information Review. 33(4): 805-826.
  • Cyr, D. Kindra, G.S. Dash, S. (2008). Web site design, trust, satisfaction and e-loyalty: The Indian experience. Online Information Review. 32(6): 773-790.
  • Demirgüneş, B.K. (2018). Determination of factors that cause shopping hesitation. METU Studıes in Development. 45(1): 25-57.
  • Eckhardt, A. Laumer, S. Weitzel, T. (2009). Who influences whom? Analyzing workplace referents’ social influence on it adoption and non-adoption. Journal of Information Technology. 24(1): 11-24.
  • Fan, A. Shen, H. Wu, L. Mattila, A.S. Bilgihan, A. (2018). Whom do we trust? Cultural differences in consumer responses to online recommendations. International Journal of Contemporary Hospitality Management. 30(3): 1508-1525.
  • Flaviàn, C. Gurrea, R. Orus, C. (2009). The effect of product presentation mode on the perceived content and continent quality of web sites. Online Information Review. 33(6): 1103-1128.
  • Garg, R. Rahman, Z. Qureshi, M.N. (2014). Measuring customer experience in banks: scale development and validation. Journal of Modelling in Management. 9(1): 87-117.
  • Gustavsson, M. Wӓnström, C. (2009). Assessing information quality in manufacturing planning and control processes. International Journal of Quality & Reliability Management. 26(4): 325-340.
  • Hong, I.B. Cho, H. (2011). The impact of consumer trust on attitudinal loyalty and purchase intentions in B2C e-Marketplaces: Intermediary trust vs. seller trust. International Journal of Information Management. 31(5): 469-479.
  • Hsiao, C.C. Yen, H.J.R. Li, E.Y. (2012). Exploring consumer value of multi-channel shopping: A perspective of means-end theory. Internet Research. 22(3): 318-339.
  • Hsieh, J.K. Tseng, C.Y. (2018). Exploring social influence on hedonic buying of digital goods- online games’ virtual items. Journal of Electronic Commerce Research. 19(2): 164-185.
  • Janvrin, D.J. Gary, R.F. Clem, A.M. (2009). College student perceptions of AICPA and state association accounting career information websites. Issues in Accounting Education. 24(3): 377-392.
  • Jarvenpaa, S.L. Tractinsky, N. Vitale, M. (2000). Consumer trust in an internet store. Information Technology and Management, 1(1/2): 45-72.
  • Loureiro, S.M.C. Cavallero, L. Miranda, F.J. (2018). Fashion brands on retail websites: Customer performance expectancy and e-word-of-mouth. Journal of Retailing and Consumer Services 41: 131-141.
  • Keisidou, E. Sarigiannidis, L. Maditinos, D.I. Thalassinos, E.I. (2013). Customer satisfaction, loyalty and financial performance: A holistic approach of the Greek banking sector. International Journal of Bank Marketing. 31(4): 259-288.
  • Kenning, P. (2008). The influence of general trust and specific trust on buying behavior. International Journal of Retail & Distribution Management. 36(6): 461-476.
  • Kim, D.J. Ferrin, D.L. Rao, H.R. (2008). A Trust-Based Consumer Decision-Making Model in Electronic Commerce: The Role of Trust, Perceived Risk, and Their Antecedents. Decision Support Systems. 44(2): 544-564.
  • Kościółek, S. (2017). Role of e-WOM in hospitality market pricing. Journal of Economics and Management. 29(3): 58-74.
  • Kumar, P. Polonsky, M.J. (2019). In-store experience quality and perceived credibility: A green retailer context. Journal of Retailing and Consumer Services 49: 23-34.
  • Lassar, W.M. Manolis, C. Lassar, S.S. (2005). The Relationship between Consumer Innovativeness, Personal Characteristics, and Online Banking Adoption. The International Journal of Bank Marketing. 23(2/3): 176-199.
  • Lin, C.A. Xu, X. (2017). Effectiveness of online consumer reviews- the influence of valence, reviewer ethnicity, social distance and source trustworthiness. Internet Research. 27(2): 362-380.
  • López, M. Sicilia, M. (2014). Determinants of E-WOM influence: The role of consumers’ internet experience. Journal of Theoretical and Applied Electronic Commerce Research. 9(1): 28-43.
  • McColl-Kennedy, J.R. Gustafsson, A. Jaakkola, E. Klaus, P. Radnor, Z.J. Perks, H. Friman, M. (2015). Fresh perspectives on customer experience. Journal of Services Marketing. 29(6/7): 430-435.
  • Mpinganjira, M. (2016). Environmental stimuli and user experience in online customer communities: A focus on flow and behavioural response. Management Dynamics. 25(2): 2-16.
  • Naicker, V. Jairam-Owthar, D. (2017). The linkage of information quality to an executive decision support framework for the financial service sector of a developing economy. South African Journal of Information Management. 19(1): 1-9.
  • Nirwanto, N. Andarwati, M. (2019). End-user satisfaction as an impact of the system ouality, information quality, and top management support, upon the perceived usefulness of the technology utilization. Journal of Marketing Devolopment and Competitiveness. 13(1). 59-75.
  • Palm, P. (2016). Measuring customer satisfaction: A study of the Swedish real estate industry. Property Management. 34(4): 316-331.
  • Pappas, N. (2016). Marketing strategies, perceived risks, and consumer trust in online buying behavior. Journal of Retailing and Consumer Services 29: 92-103.
  • Pavlou, P.A. (2003). Consumer Acceptance of Electronic Commerce: Integrating Trust and Risk with theTechnology Acceptance Model. International Journal of Electronic Commerce. 7(3): 101-134.
  • Puspaningrum, A. (2018). Hypermarket customer loyalty: Product attributes and image mediated by value and customer satisfaction. Journal of Business and Retail Management Research. 13(2): 84-97.
  • Ranganathan, C. Jha, S. (2007). Examining online purchase intentions in B2C e-commerce: Testing an integrated model: Information Resource Management Journal. 20(4): 48-64.
  • Ratten, V. (2015). Factors influencing consumer purchase intention of cloud computing in the United States and Turkey- the role of performance expectancy, ethical awareness and consumer innovation. EuroMed Journal of Business. 10(1): 80-97.
  • Senecal, S. Nantel, J. (2004). The Influence of Online Product Recommendations on Consumers’ Online Choices. Journal of Retailing. 80(2): 159-169.
  • Smith, D. Menon, S. Sivakumar, K. (2005). Online Peer and Editorial Recommendations, Trust, and Choice in Virtual Markets. Journal of Interactive Marketing. 19(3): 15-37.
  • Soto-Acosta, P. Molina-Castillo, F.J. Lopez-Nicolas, C. Colomo-Palacios, R. (2014). The effect of information overload and disorganisation on intention to purchase online- the role of perceived risk and internet experience. Online Information Review. 38(4): 543-561.
  • Sweeney, J. Soutar, G. Mazzarol, T. (2014). Factors enhancing word-of-mouth influence: Positive and negative service-related messages. European Journal of Marketing. 48(1/2): 336-359.
  • Tiwari, P. (2012). An exploratory study of customer satisfaction of tata –walky. Pranjana; Delhi. 15(2): 1-10.
  • Tran, G.A. Strutton, D. (2019). Comparing e-mail and SNS users: Investigating e-servicescape, customer reviews, trust, loyalty and e-WOM. Journal of Retailing and Consumer. 1-17. https://doi.org/10.1016/j.jretconser.2019.03.009
  • Tsao, W.C. Hsieh, M.T. Lin, T.M.Y. (2016). Intensifying online loyalty! The power of website quality and the perceived value of consumer/seller relationship. Industrial Management & Data Systems. 116(9): 1987-2010.
  • Venkatesh, V. Morris, M.G. Davis, G.B. Davis, F.D. (2003). User Acceptance of Information Technology: Toward a Unified View. MIS Quarterly. 27(3): 425-478.
  • Visentin, M. Pizzi, G. Pichierri, M. (2019). Fake news, real problems for brands: The impact of content truthfulness and source credibility on consumers' behavioral intentions toward the advertised brands. Journal of Interactive Marketing 45: 99-112.
  • Wang, C.L. Shi, Y. Barnes, B.R. (2015). The role of satisfaction, trust and contractual obligation on long-term orientation. Journal of Business Research. 68(3): 473-479.
  • Yan, Q. Wu, S. Wang, L. Wu, P. Chen, H. Wei, G. (2016). E-WOM from e-Commerce websites and social media: Which will consumers adopt?. Electronic Commerce Research and Applications 17: 62-73.
  • Yang, Z. Cai, S. Zhou, Z. Zhou, N. (2005). Development and Validation of An Instrument to Measure User Perceived Service Quality of Information Presenting Web Portals. Information & Management. 42(4): 575-589

RELATIONSHIP BETWEEN THE CUSTOMER EXPECTATIONS FROM WEBSITES' PERFORMANCE AND E-WOM: A STUDY ON SPORT SHOES BRANDS

Year 2020, Volume: 7 Issue: 2, 80 - 94, 30.06.2020

Tugba Uzunkaya

https://doi.org/10.17261/Pressacademia.2020.1201

Abstract

Purpose- Investigating the relationships among perceived website quality, sources of credibility, experience, social impact, and recommendation affect performance expectations, customer satisfaction, trust and WOM.
Methodology- The data were gathered by personal interview and Structural Equation Modeling was used to test the relationships.
Findings- The quality of the website content and the technological quality of the website have a positive impact on performance expectancy, while the website information quality has a negative impact on performance expectancy. The impact of adopting social impact and recommendations, the internet and past experience, sources of credibility on performance expectations were found insignificant. The impact of performance expectations on customer satisfaction and trust was found significant. The impact of performance expectancy on WOM was found insignificant. The direct impact of customer satisfaction on WOM was found significant.
Conclusion- Technology or technological innovations that benefit customers or help their goals affect customer performance expectations. In the market conditions where the competition is rapidly increasing, it is an important element in terms of competition that the brands increase the performance expectations of consumers by attaching importance to the content quality and technical quality of the website. Increased performance expectation positively affects increased customer satisfaction and confidence in the website. In addition, customer satisfaction has a positive impact on word-of-mouth communication by enabling customers to have positive feelings and thoughts about the brand.

Keywords

Performance expectation word of mouth online shopping customer satisfaction trust

References

  • Aladwani, A.M. (2006). An empirical test of the link between web site quality and forward enterprise integration with web consumers. Business Process Management Journal. 12(2): 178-190.
  • Ali, F. (2016). Hotel website quality, perceived flow, customer satisfaction and purchase intention. Journal of Hospitality and Tourism Technology. 7(2): 213-228.
  • Al-Qeisi, K. Dennis, C. Alamanos, E. Jayawardhena, C. (2014). Website design quality and usage behavior: unified theory of acceptance and use of technology. Journal of Business Research 67: 2282-2290.
  • Babic-Hodovic, V. Arslanagic-Kalajdzic, M. Imsirpasic, A. (2017). Perceived quality and corporate image in mobile services: the role of technical and functional quality. South East European Journal of Economics and Business. 12(1): 114-125.
  • Bechwati, N.N. Nasr, N.I. (2011). Understanding triggers of offline and online consumer recommendations. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior: Vol.24: 56-68.
  • Brown, T.J. Thomas, E. Dacin, P.A. Gunst, R. F. (2005). Spreading the Word: Investigating Antecedents of Consumers' Positive Word of Mouth Intentions and Behaviors in A Retailing Context. Journal of the Academy of Marketing Science. 33(2): 123-138.
  • Cakici, A.C. Akgunduz, Y. Yildirim, O. (2019). The impact of perceived price justice and satisfaction on loyalty: the mediating effect of revisit intention. Tourism Review. 74(3): 443-462.
  • Cervellon, M.C. Carey, L.I. (2014). Sustainable, hedonic and efficient- interaction effects between product properties and consumer reviews on post-experience responses. European Journal of Marketing. 48(7/8): 1375-1394.
  • Cheshin, A. Amit, A. van Kleef, G.A. (2018). The interpersonal effects of emotion intensity in customer service: perceived appropriateness and authenticity of attendants' emotional displays shape customer trust and satisfaction. Organizational Behavior and Human Decision Processes 144: 97-111.
  • Cheung, C.M.Y. Sia, C.L. Kuan, K.K.Y. (2012). Is this review believable? A study of factors affecting the credibility of online consumer reviews from an ELM perspective: Journal of the Association for Information Systems. 13(8): 618-635.
  • Cheung, M.Y. Luo, C. Sia, C.L. Chen, H. (2009). Credibility of Electronic Word-of-Mouth: Informational and Normative Determinants of On-Line Consumer Recommendations. International Journal of Electronic Commerce. 13(4): 9-38.
  • Chua, A.Y.K. Goh, D.H. Ang, R.P. (2012). Web 2.0 applications in government web sites- prevalence, use and correlations with perceived web site quality. Online Information Review. 36(2): 175-195.
  • Chua, P.Y. Rezaei, S. Gu, M.L. Oh, Y.M. Jambulingam, M. (2018). Elucidating social networking apps decisions -performance expectancy, effort expectancy and social influence. Nankai Business Review International. 9(2): 118-142.
  • Clewley, N. Chen, S.Y. Liu, X. (2009). Evaluation of the credibility of internet shopping in the UK. Online Information Review. 33(4): 805-826.
  • Cyr, D. Kindra, G.S. Dash, S. (2008). Web site design, trust, satisfaction and e-loyalty: The Indian experience. Online Information Review. 32(6): 773-790.
  • Demirgüneş, B.K. (2018). Determination of factors that cause shopping hesitation. METU Studıes in Development. 45(1): 25-57.
  • Eckhardt, A. Laumer, S. Weitzel, T. (2009). Who influences whom? Analyzing workplace referents’ social influence on it adoption and non-adoption. Journal of Information Technology. 24(1): 11-24.
  • Fan, A. Shen, H. Wu, L. Mattila, A.S. Bilgihan, A. (2018). Whom do we trust? Cultural differences in consumer responses to online recommendations. International Journal of Contemporary Hospitality Management. 30(3): 1508-1525.
  • Flaviàn, C. Gurrea, R. Orus, C. (2009). The effect of product presentation mode on the perceived content and continent quality of web sites. Online Information Review. 33(6): 1103-1128.
  • Garg, R. Rahman, Z. Qureshi, M.N. (2014). Measuring customer experience in banks: scale development and validation. Journal of Modelling in Management. 9(1): 87-117.
  • Gustavsson, M. Wӓnström, C. (2009). Assessing information quality in manufacturing planning and control processes. International Journal of Quality & Reliability Management. 26(4): 325-340.
  • Hong, I.B. Cho, H. (2011). The impact of consumer trust on attitudinal loyalty and purchase intentions in B2C e-Marketplaces: Intermediary trust vs. seller trust. International Journal of Information Management. 31(5): 469-479.
  • Hsiao, C.C. Yen, H.J.R. Li, E.Y. (2012). Exploring consumer value of multi-channel shopping: A perspective of means-end theory. Internet Research. 22(3): 318-339.
  • Hsieh, J.K. Tseng, C.Y. (2018). Exploring social influence on hedonic buying of digital goods- online games’ virtual items. Journal of Electronic Commerce Research. 19(2): 164-185.
  • Janvrin, D.J. Gary, R.F. Clem, A.M. (2009). College student perceptions of AICPA and state association accounting career information websites. Issues in Accounting Education. 24(3): 377-392.
  • Jarvenpaa, S.L. Tractinsky, N. Vitale, M. (2000). Consumer trust in an internet store. Information Technology and Management, 1(1/2): 45-72.
  • Loureiro, S.M.C. Cavallero, L. Miranda, F.J. (2018). Fashion brands on retail websites: Customer performance expectancy and e-word-of-mouth. Journal of Retailing and Consumer Services 41: 131-141.
  • Keisidou, E. Sarigiannidis, L. Maditinos, D.I. Thalassinos, E.I. (2013). Customer satisfaction, loyalty and financial performance: A holistic approach of the Greek banking sector. International Journal of Bank Marketing. 31(4): 259-288.
  • Kenning, P. (2008). The influence of general trust and specific trust on buying behavior. International Journal of Retail & Distribution Management. 36(6): 461-476.
  • Kim, D.J. Ferrin, D.L. Rao, H.R. (2008). A Trust-Based Consumer Decision-Making Model in Electronic Commerce: The Role of Trust, Perceived Risk, and Their Antecedents. Decision Support Systems. 44(2): 544-564.
  • Kościółek, S. (2017). Role of e-WOM in hospitality market pricing. Journal of Economics and Management. 29(3): 58-74.
  • Kumar, P. Polonsky, M.J. (2019). In-store experience quality and perceived credibility: A green retailer context. Journal of Retailing and Consumer Services 49: 23-34.
  • Lassar, W.M. Manolis, C. Lassar, S.S. (2005). The Relationship between Consumer Innovativeness, Personal Characteristics, and Online Banking Adoption. The International Journal of Bank Marketing. 23(2/3): 176-199.
  • Lin, C.A. Xu, X. (2017). Effectiveness of online consumer reviews- the influence of valence, reviewer ethnicity, social distance and source trustworthiness. Internet Research. 27(2): 362-380.
  • López, M. Sicilia, M. (2014). Determinants of E-WOM influence: The role of consumers’ internet experience. Journal of Theoretical and Applied Electronic Commerce Research. 9(1): 28-43.
  • McColl-Kennedy, J.R. Gustafsson, A. Jaakkola, E. Klaus, P. Radnor, Z.J. Perks, H. Friman, M. (2015). Fresh perspectives on customer experience. Journal of Services Marketing. 29(6/7): 430-435.
  • Mpinganjira, M. (2016). Environmental stimuli and user experience in online customer communities: A focus on flow and behavioural response. Management Dynamics. 25(2): 2-16.
  • Naicker, V. Jairam-Owthar, D. (2017). The linkage of information quality to an executive decision support framework for the financial service sector of a developing economy. South African Journal of Information Management. 19(1): 1-9.
  • Nirwanto, N. Andarwati, M. (2019). End-user satisfaction as an impact of the system ouality, information quality, and top management support, upon the perceived usefulness of the technology utilization. Journal of Marketing Devolopment and Competitiveness. 13(1). 59-75.
  • Palm, P. (2016). Measuring customer satisfaction: A study of the Swedish real estate industry. Property Management. 34(4): 316-331.
  • Pappas, N. (2016). Marketing strategies, perceived risks, and consumer trust in online buying behavior. Journal of Retailing and Consumer Services 29: 92-103.
  • Pavlou, P.A. (2003). Consumer Acceptance of Electronic Commerce: Integrating Trust and Risk with theTechnology Acceptance Model. International Journal of Electronic Commerce. 7(3): 101-134.
  • Puspaningrum, A. (2018). Hypermarket customer loyalty: Product attributes and image mediated by value and customer satisfaction. Journal of Business and Retail Management Research. 13(2): 84-97.
  • Ranganathan, C. Jha, S. (2007). Examining online purchase intentions in B2C e-commerce: Testing an integrated model: Information Resource Management Journal. 20(4): 48-64.
  • Ratten, V. (2015). Factors influencing consumer purchase intention of cloud computing in the United States and Turkey- the role of performance expectancy, ethical awareness and consumer innovation. EuroMed Journal of Business. 10(1): 80-97.
  • Senecal, S. Nantel, J. (2004). The Influence of Online Product Recommendations on Consumers’ Online Choices. Journal of Retailing. 80(2): 159-169.
  • Smith, D. Menon, S. Sivakumar, K. (2005). Online Peer and Editorial Recommendations, Trust, and Choice in Virtual Markets. Journal of Interactive Marketing. 19(3): 15-37.
  • Soto-Acosta, P. Molina-Castillo, F.J. Lopez-Nicolas, C. Colomo-Palacios, R. (2014). The effect of information overload and disorganisation on intention to purchase online- the role of perceived risk and internet experience. Online Information Review. 38(4): 543-561.
  • Sweeney, J. Soutar, G. Mazzarol, T. (2014). Factors enhancing word-of-mouth influence: Positive and negative service-related messages. European Journal of Marketing. 48(1/2): 336-359.
  • Tiwari, P. (2012). An exploratory study of customer satisfaction of tata –walky. Pranjana; Delhi. 15(2): 1-10.
  • Tran, G.A. Strutton, D. (2019). Comparing e-mail and SNS users: Investigating e-servicescape, customer reviews, trust, loyalty and e-WOM. Journal of Retailing and Consumer. 1-17. https://doi.org/10.1016/j.jretconser.2019.03.009
  • Tsao, W.C. Hsieh, M.T. Lin, T.M.Y. (2016). Intensifying online loyalty! The power of website quality and the perceived value of consumer/seller relationship. Industrial Management & Data Systems. 116(9): 1987-2010.
  • Venkatesh, V. Morris, M.G. Davis, G.B. Davis, F.D. (2003). User Acceptance of Information Technology: Toward a Unified View. MIS Quarterly. 27(3): 425-478.
  • Visentin, M. Pizzi, G. Pichierri, M. (2019). Fake news, real problems for brands: The impact of content truthfulness and source credibility on consumers' behavioral intentions toward the advertised brands. Journal of Interactive Marketing 45: 99-112.
  • Wang, C.L. Shi, Y. Barnes, B.R. (2015). The role of satisfaction, trust and contractual obligation on long-term orientation. Journal of Business Research. 68(3): 473-479.
  • Yan, Q. Wu, S. Wang, L. Wu, P. Chen, H. Wei, G. (2016). E-WOM from e-Commerce websites and social media: Which will consumers adopt?. Electronic Commerce Research and Applications 17: 62-73.
  • Yang, Z. Cai, S. Zhou, Z. Zhou, N. (2005). Development and Validation of An Instrument to Measure User Perceived Service Quality of Information Presenting Web Portals. Information & Management. 42(4): 575-589
There are 57 citations in total.

Details

Primary Language English
Subjects Business Administration
Journal Section Articles
Authors

Tugba Uzunkaya 0000-0002-3728-3388

Publication Date June 30, 2020
Published in Issue Year 2020 Volume: 7 Issue: 2

Cite

APA Uzunkaya, T. (2020). RELATIONSHIP BETWEEN THE CUSTOMER EXPECTATIONS FROM WEBSITES’ PERFORMANCE AND E-WOM: A STUDY ON SPORT SHOES BRANDS. Research Journal of Business and Management, 7(2), 80-94. https://doi.org/10.17261/Pressacademia.2020.1201
AMA Uzunkaya T. RELATIONSHIP BETWEEN THE CUSTOMER EXPECTATIONS FROM WEBSITES’ PERFORMANCE AND E-WOM: A STUDY ON SPORT SHOES BRANDS. RJBM. June 2020;7(2):80-94. doi:10.17261/Pressacademia.2020.1201
Chicago Uzunkaya, Tugba. “RELATIONSHIP BETWEEN THE CUSTOMER EXPECTATIONS FROM WEBSITES’ PERFORMANCE AND E-WOM: A STUDY ON SPORT SHOES BRANDS”. Research Journal of Business and Management 7, no. 2 (June 2020): 80-94. https://doi.org/10.17261/Pressacademia.2020.1201.
EndNote Uzunkaya T (June 1, 2020) RELATIONSHIP BETWEEN THE CUSTOMER EXPECTATIONS FROM WEBSITES’ PERFORMANCE AND E-WOM: A STUDY ON SPORT SHOES BRANDS. Research Journal of Business and Management 7 2 80–94.
IEEE T. Uzunkaya, “RELATIONSHIP BETWEEN THE CUSTOMER EXPECTATIONS FROM WEBSITES’ PERFORMANCE AND E-WOM: A STUDY ON SPORT SHOES BRANDS”, RJBM, vol. 7, no. 2, pp. 80–94, 2020, doi: 10.17261/Pressacademia.2020.1201.
ISNAD Uzunkaya, Tugba. “RELATIONSHIP BETWEEN THE CUSTOMER EXPECTATIONS FROM WEBSITES’ PERFORMANCE AND E-WOM: A STUDY ON SPORT SHOES BRANDS”. Research Journal of Business and Management 7/2 (June 2020), 80-94. https://doi.org/10.17261/Pressacademia.2020.1201.
JAMA Uzunkaya T. RELATIONSHIP BETWEEN THE CUSTOMER EXPECTATIONS FROM WEBSITES’ PERFORMANCE AND E-WOM: A STUDY ON SPORT SHOES BRANDS. RJBM. 2020;7:80–94.
MLA Uzunkaya, Tugba. “RELATIONSHIP BETWEEN THE CUSTOMER EXPECTATIONS FROM WEBSITES’ PERFORMANCE AND E-WOM: A STUDY ON SPORT SHOES BRANDS”. Research Journal of Business and Management, vol. 7, no. 2, 2020, pp. 80-94, doi:10.17261/Pressacademia.2020.1201.
Vancouver Uzunkaya T. RELATIONSHIP BETWEEN THE CUSTOMER EXPECTATIONS FROM WEBSITES’ PERFORMANCE AND E-WOM: A STUDY ON SPORT SHOES BRANDS. RJBM. 2020;7(2):80-94.

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