A Study on Network Customer Loyalty Based on e-contact Centers

Abstract

Recently, the e-contact center has gained great popularity among online companies as a preferred channel to communicate with their customers. An e-contact center is paid so much attention mainly because it provides human-touch service, which results in trust, affective commitment. These are critical factors which enhance network customer loyalty. This research will show that an e-contact center plays a more important role in improving customer loyalty than the traditional call center in the purchasing process. Finally, some advice is offered for companies which will help to establish lone term relationship with network customers.