Resumen de The mediating impact of stickiness and loyalty on word-of-mouth promotion of retail websites: : a consumer perspective

Sanjit Kumar Roy, Walfried M. Lassar, Gul Butaney

• Purpose The role of Word-of-Mouth (WOM) in influencing consumer behaviour is documented in literature. However, despite its growing importance, research on the antecedents of WOM in the e-retail context is sparse. The purpose of the study is to develop and empirically test a model which examines the relationship between e-servicescape dimensions, website quality dimensions, website stickiness, website loyalty and WOM.

  Design/methodology/approach Data was collected by circulating the questionnaire using an online survey from the graduate and undergraduate students enrolled in a large university in the Northeast, U.S.A. Out of 660 questionnaires distributed, 509 were usable. Data was analysed using confirmatory factor analysis and structural equation modeling.

  Findings Results show that website stickiness and website loyalty are two different constructs which form the immediate antecedents of WOM. Results also show the indirect effects of e-servicescape and website quality dimensions on WOM.

  Practical implications The findings of the study provides a better understanding of the factors likely to influence the word-of-mouth behaviour of e-retail store customers. Findings also provide valuable insights into the factors which managers need to focus to make their e-retail website increasingly stickier.

  Originality/value The contribution of the paper lies in eliciting the differences between stickiness to- and loyalty to- retail websites and extending the research on e-servicescapes.