NDLI: Effects of Information Sharing on Corporate Customer's Attitude Towards Loyalty

Content Provider	IEEE Xplore Digital Library
Author	Chin-Fu Ho Yi-Ming Tai
Copyright Year	2008
Description	Author affiliation: Dept. of Inf. Manage., Nat. Sun Yat-sen Univ., Kaohsiung (Chin-Fu Ho)
Abstract	Delivering quality customer service has emerged as a strategic imperative for retaining profitable corporate customers. Sharing valuable information is one of service that could effective to enable seller-buyer relationship formation, maintenance and long-term continuation. This paper presents an empirical study that attempts to understand the impact of information sharing service on the corporate customer's attitude towards loyalty. Moreover, this study investigates the effects of different degrees of information sharing services on customer groups classified by trading value and trading frequency. Data from 239 corporate customers of a large steel supplier in Taiwan support hypotheses that information sharing services positively influences corporate customer's attitude towards loyalty and the types of customer groups moderate the effect of information sharing service. The findings of this study suggest that although providing information sharing services is the important means for enhancing customer loyalty, not all types of customer should be treated equal. The customer group, classified by low trading frequency and low trading value, may not perceive value for the information service provided by the seller. The seller may not need to invest information technology resources for providing information sharing service to such customer group.
Starting Page	1
Ending Page	4
File Size	127878
Page Count	4
File Format	PDF
ISBN	9781424421077
DOI	10.1109/WiCom.2008.2816
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2008-10-12
Publisher Place	China
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Uncertainty Supply chains Customer relationship management Frequency Information management Customer service Steel Information technology Business Information analysis
Content Type	Text
Resource Type	Article

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