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Digital marketing effects on customer repurchase intentions following the pandemic. A strategic marketing analysis of customer equity dimensions

Author

Listed:
  • Niros, Meletios
  • Giannakis, Damian
  • Niros, Angelica

Abstract

The purpose of this research is to investigate the effects of online digital customer experience quality (OCXQ) on customer equity drivers (CEDs) of digital platforms and the respective effect of CEDs on repurchase intentions (RI). Most importantly, we unveil the indirect effects of store infection threat (SIT) on the relationship between CEDs and RI as a basic consequence of the ongoing COVID-19 pandemic. The methodology utilized was the positivism approach using an online survey in which 283 adults participated. OCXQ indicated a strong direct effect on the digital brand’s CEDs, whereas CEDs highly impact RI. This research stresses the importance of OCXQ in strengthening CEDs, which are important for online decision-making. In addition, SIT is proven to be a basic moderator of the effectiveness of CEDs in terms of RI. Thus, firms need to carefully design customized digital marketing practices.

Suggested Citation

  • Niros, Meletios & Giannakis, Damian & Niros, Angelica, 2022. "Digital marketing effects on customer repurchase intentions following the pandemic. A strategic marketing analysis of customer equity dimensions," MPRA Paper 114331, University Library of Munich, Germany.
    • Handle: RePEc:pra:mprapa:114331
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    References listed on IDEAS

    as
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    4. Jiang, Yangyang & Stylos, Nikolaos, 2021. "Triggers of consumers’ enhanced digital engagement and the role of digital technologies in transforming the retail ecosystem during COVID-19 pandemic," Technological Forecasting and Social Change, Elsevier, vol. 172(C).
    5. Kim, Woohyoung & Kim, Hyun & Hwang, Jinsoo, 2020. "Sustainable growth for the self-employed in the retail industry based on customer equity, customer satisfaction, and loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    online customer experience quality; customer equity drivers; repurchase intentions;
    All these keywords.

    JEL classification:

    • M3 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • M39 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Other

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