How to cite this paper
Quan, N., Chi, N., Nhung, D., Ngan, N & Phong, L. (2020). The influence of website brand equity, e-brand experience on e-loyalty: The mediating role of e-satisfaction.Management Science Letters , 10(1), 63-76.
Refrences
Aaker, D. (1991). Managing Brand Equity. Free Press.
Aaker, D. (1991). Managing Brand Equity: Capitalizing on the Value of a Brand Name. Free Press.
Aaker, D. A. (1992). The Value of Brand Equity. Journal of Business Strategy, 13(4), 27-32.
Aaker, D. A. (1996). Measuring brand equity across products and markets. California Management Review, 38(3), 102–120.
Aaker, J. L. (1997). Dimensions of Brand Personality. Journal of Marketing Research, 31(3), 347-357.
Aladwani, A. M., & Palvia, P. C. (2002). Developing and validating an instrument for measuring user-perceived web quality. Information & Management, 3(6), 467-476.
Anderson, E.W. and Sullivan, M.W. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing Science, 12(2), 125-143.
Anderson, R.E. and Srinivasan, S.S. (2003). E-satisfaction and e-loyalty: a contingency framework. Psychology and Marketing, 20(2), 123-138.
Ashraf, S., Ilyas, R., Imtiaz, M., & Ahmad, S. (2018). Impact of service quality, corporate image and perceived value on brand loyalty with presence and absence of customer satisfaction: A study of four service sectors of Pakistan. Sciences, 28(2), 452-474.
Atilgan, E., Aksoy, S., &Akinci, S. (2005). Determinants of the brand equity: A verification approach in the beverage industry in Turkey. Marketing Intelligence & Planning, 23(3), 237-248.
Baker, J., Grewal, D., and Parasuraman, A. (1994). The influence of store environment on quality inferences and store image. Journal of the Academy of Marketing Science, 22(4), 328-340.
Berry, L.L. , Shostack, G.L., & Upag, G.D. (eds.). (1983). Emerging Perspectives in Services Marketing . Chicago, IL: AMA, 25 – 28.
Berry, L. L., Carbone, L.P., & Haeckel, S. H. (2002). Managing the total customer experience. Sloan Management Review, 43, 85 – 89.
Boisvert, J. (2011). Conceptualization and modeling of the process behind brand association transfer. International Journal of Market Research, 53(4), 541-556.
Brakus, J. J., Schmitt , B. H., & Zarantonello , L . (2009, May). Brand experience: What is it? How is it measured? Does it affect loyalty? Journal of Marketing, 73, 52 – 68.
Buil, I., Martinez, E. & de Chernatony, L. (2013). The influence of brand equity on consumer responses. Journal of Consumer Marketing, 30(1), 62-74.
Chahal, H., & Bala, M. (2010). Confirmatory study on brand equity and brand loyalty: a special look at the impact of attitudinal and behavioural loyalty. Journal of Business Perspective, 14(1/2), 1-12.
Chaudhuri, A. & Holbrook, M. B. (2001). The chain of effects from brand trust and brand effect to brand performance: The role of brand loyalty. Journal of Marketing, 65(2), 81-93.
Chen, A. (2001). Using free association to examine the relationship between the characteristic of brand association and brand equity. Journal of Product & Brand Management, Decision Processes, 50(2), 179-211.
Chen, A. C.-H. (2001). Using free association to examine the relationship between the characteristics of brand associations and brand equity. Journal of Product & Brand Management, 10(7), 439-451.
Christodoulides, G., De Chernatony, L., Furrer, O., Shiu, E., & Abimbola, T. (2006). Conceptualizing and measuring the equity of online brands. Journal of Marketing Management, 22(7-8), 799–825.
Christodoulides, G., & De Chernatony, L. (2010). Consumer-based brand equity conceptualization and measurement: A literature review. International Journal of Research in Marketing, 52(1), 43-66.
Christodoulides, G., De Chernatony, L., Furrer, O., Shiu, E., & Abimbola, T. (2006). Conceptualising and measuring the equity of online brands. Journal of Marketing Management, 22(7-8), 799-825.
Constantinides, E. (2004). Influencing the online consumer’s behavior: The web experience. Internet Research, 14(2), 111-126.
Cyr, D. (2008). Modeling web site design across cultures: relationships to trust, satisfaction, and e-loyalty. Journal of Management Information Systems, 24(4), 47-72.
Dhurup, M., Mafini, C., &Dumasi, T. (2014). The impact of packaging, price and brand awareness on brand loyalty: evidence from the paint retailing industry: original research. Act a Commercii, 14(1), 1-9.
Dong, S., Ding, M., Grewal, R. and Zhao, P. (2011). Functional forms of the satisfaction-loyalty relationship. International Journal of Research in Marketing, 28(1), 38-50.
Ekhveh, A & Darvishi, A.Z. (2015). The Impact of brand awareness on re-purchases intention of customers with trilogy of emotions approach (case study for Cell Phones): Applied mathematics in Engineering. Management and Technology, 3(4), 25-30.
Eren-Erdogmus, I., Cobanoglu, E. & Budeyri-Turan, I. (2015). Exploring dimensions of brand personality for Generation Y in the apparel market: the case of Turkey. Journal of Global Fashion Marketing, 6(2), 150-161.
Gentile, C., Spiller, N. and Noci, G. (2007). How to sustain the customer experience: an overview of experience components that co-create value with the customer. European Management Journal, 25(5), 395-410.
Ha, H. Y. and Perks, H. (2005). Effects of Consumer Perceptions of Brand Experience on the Web: Brand Familiarity, Satisfaction and Brand Trust. Journal of Consumer Behavior, 4(6), 438-452.
Haeckel, S. H., Carbone, L. P. and Berry, L. L. (2003). How to lead the customer experience. Marketing Management, 12(1), 18 – 23.
Helm, C. (2007). From tech-led to brand-led-has the internet portal business grown up? Journal of Brand Management, 14(5), 368-379.
Hsu, C.H.C., Oh, H., & Assaf, A.G. (2012). A customer-based brand equity model for upscale hotels. Journal of Travel Research, 51(1), 81-93.
Im, H. H., Kim, S. S., Elliot, S., & Han, H. (2012). Conceptualizing destination brand equity dimensions from a consumer-based brand equity perspective. Journal of Travel & Tourism Marketing, 29(4), 385-403.
Jacoby, J., & Kyner, D. B. (1973). Brand loyalty vs. repeat purchasing behavior. Journal of Marketing Research, 10(1), 1-9.
Jin, B., & Park, J. Y. (2006). The moderating effect of online purchase experience on the evaluation of online store attributes and the subsequent impact on market response outcomes. Advances in Consumer Research, 33(1), 203-211.
Jing, Z., Pitsaphol, C., & Shabbir, R. (2014). The influence of brand awareness, brand image and perceived quality on brand loyalty: A case study of oppo brand in Thailand. Interdisciplinary Journal of Contemporary Research in Business, 5(21), 10-21.
Keller, K. L. (1993). Conceptualizing, measuring, and managing customer-based brand equity. The Journal of Marketing, 57(1), 1-22.
Keller, K. L. (2003). Strategic Brand Management (2nd ed. ed.). Upper Saddle River, NJ: Prentice Hall.
Keller, K. L. (2013). Strategic Brand Management: Building Measuring, and Managing Brand Equity (4th ed. ed., Vol. 63). England: Pearson Education Ltd.
Khan, I. and Rahman, Z. (2015, May). Brand experience anatomy in retailing: an interpretive structural modeling approach. Journal of Retailing and Consumer Services, 24, 60-69.
Khan, I. and Rahman, Z. (2015b). Brand experience formation mechanism and its possible outcomes: a theoretical framework. The Marketing Review, 15(2), 239-259.
Kim, H. (2005). Developing an index of online customer satisfaction. Journal of Financial Services Marketing, 10(1), 49-64.
Kim, H. B., Kim, W. G., & An, J. A. (2003). The effect of consumer-based brand equity on firms' financial performance. Journal of Consumer Marketing, 20(4), 335-351.
Klaus, P., & Maklan, S. (2013). Towards a better measure of customer experience. International Journal of Market Research, 55(2), 227-246.
Kotler, P. (1997). Marketing Management: Analysis, Planning, Implementation, and Control. Engelwood Cliffs, NJ: Prentice Hall.
Koufaris, M. (2002). Applying the technology acceptance model and flow theory to online consumer behavior. Information Systems Research, 13(2), 205-224.
Koufaris, M., Kambil, A. and LaBarbera, A. (2002). Consumer behavior in web-based commerce: an empirical study. International Journal of Electronic Commerce, 6(2), 115-138.
Kumar, A. G. (2014). Brand equity and customer satisfaction- A study of LG television in Mysore District. International Journal of Management Research and Reviews, 4(5), 610.
Lai, C.S., Chen, C.S., & Lin, P.J. (2007). The effects of service quality on customer relational benefits in travel website. Proceedings – Management of Converging Technologies, 1-6, 33-40.
Lee, J.S., & Back, K.J. (2008). Attendee-based brand equity. Tourism Management, 29(2), 331-344.
Len, T.W, Cindy, M., & Lynn, M.M. (2007). Research issues in building brand equity and global brands in the PC market. Journal of Marketing Management, 3(1), 137-155.
Lewis, B.R., & Soureli, M. (2006). The antecedents of consumer loyalty in retail banking. Journal of Consumer Behaviour, 5(1), 15-31.
Lin, A., Gregor, S., & Ewing, A. (2008). Developing a scale to measure the enjoyment of web experience. Journal of Interactive Marketing, 22(4), 40-57.
Lin, G.T.R, & Sun, C.C. (2009). Factors influencing satisfaction and loyalty in online shopping: an integrated model. Online Information Review, 33(3), 458-475.
Lin, Z., & Bennett, D. (2014). Examining retail customer experience and the moderation effect of loyalty programmes. International Journal of Retail & Distribution Management, 42(10), 929-947.
Liyin, J. (2009). imensions and determinants of website brand equity: From the perspective of website contents. Frontiers of Business Research in China, 3(4), 514-542.
Low, G. S., & Lamb, C. W., Jr. (2000). The measurement and dimensionality of brand associations. Journal of Product & Brand Management, 9(6), 350-370.
Luo, M. M., Chen, J. S., Ching, R. K. H., & Liu, C. C. (2011). An examination of the effects of virtual experiential marketing on online customer intentions and loyalty. The Service Industries Journal, 31(13), 2163-2191.
Mackay, M. M. (2001). Evaluation of brand equity measures: Further empirical results. The Journal of Product and Brand Management, 10(1), 38-51.
Mascarenhas, O.A., R. Kesavan, and M. Bernacchi. (2006). Lasting customer loyalty: A total Customer experience approach. Journal of Consumer Marketing, 23(7), 397-405.
McKinney, V., Yoon, K., & Zahedi, F. (2002). The measurement of web-customer satisfaction: an expectation and disconfirmation approach. Information Systems Research, 13(3), 296-315.
Meyer, C., & Schwager, A. (2007). Understanding customer experience. Harvard Business Review, 85(2), 116-126.
Mollen, A. and Wilson, H. (2010). Engagement, telepresence and interactivity in online consumer experience: reconciling scholastic and managerial perspectives. Journal of Business Research, 63(9), 919-925.
Morgan-Thomas, A., & Veloutsou, C. (2013). Beyond technology acceptance: brand relationships and online brand experience. Journal of Business Research, 66(1), 21-27.
Morrison, S., & Crane, F. G. (2007). Building the service brand by creating and managing an emotional brand experience. Journal of Brand Management, 14(5), 410 – 421.
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Aaker, D. (1991). Managing Brand Equity: Capitalizing on the Value of a Brand Name. Free Press.
Aaker, D. A. (1992). The Value of Brand Equity. Journal of Business Strategy, 13(4), 27-32.
Aaker, D. A. (1996). Measuring brand equity across products and markets. California Management Review, 38(3), 102–120.
Aaker, J. L. (1997). Dimensions of Brand Personality. Journal of Marketing Research, 31(3), 347-357.
Aladwani, A. M., & Palvia, P. C. (2002). Developing and validating an instrument for measuring user-perceived web quality. Information & Management, 3(6), 467-476.
Anderson, E.W. and Sullivan, M.W. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing Science, 12(2), 125-143.
Anderson, R.E. and Srinivasan, S.S. (2003). E-satisfaction and e-loyalty: a contingency framework. Psychology and Marketing, 20(2), 123-138.
Ashraf, S., Ilyas, R., Imtiaz, M., & Ahmad, S. (2018). Impact of service quality, corporate image and perceived value on brand loyalty with presence and absence of customer satisfaction: A study of four service sectors of Pakistan. Sciences, 28(2), 452-474.
Atilgan, E., Aksoy, S., &Akinci, S. (2005). Determinants of the brand equity: A verification approach in the beverage industry in Turkey. Marketing Intelligence & Planning, 23(3), 237-248.
Baker, J., Grewal, D., and Parasuraman, A. (1994). The influence of store environment on quality inferences and store image. Journal of the Academy of Marketing Science, 22(4), 328-340.
Berry, L.L. , Shostack, G.L., & Upag, G.D. (eds.). (1983). Emerging Perspectives in Services Marketing . Chicago, IL: AMA, 25 – 28.
Berry, L. L., Carbone, L.P., & Haeckel, S. H. (2002). Managing the total customer experience. Sloan Management Review, 43, 85 – 89.
Boisvert, J. (2011). Conceptualization and modeling of the process behind brand association transfer. International Journal of Market Research, 53(4), 541-556.
Brakus, J. J., Schmitt , B. H., & Zarantonello , L . (2009, May). Brand experience: What is it? How is it measured? Does it affect loyalty? Journal of Marketing, 73, 52 – 68.
Buil, I., Martinez, E. & de Chernatony, L. (2013). The influence of brand equity on consumer responses. Journal of Consumer Marketing, 30(1), 62-74.
Chahal, H., & Bala, M. (2010). Confirmatory study on brand equity and brand loyalty: a special look at the impact of attitudinal and behavioural loyalty. Journal of Business Perspective, 14(1/2), 1-12.
Chaudhuri, A. & Holbrook, M. B. (2001). The chain of effects from brand trust and brand effect to brand performance: The role of brand loyalty. Journal of Marketing, 65(2), 81-93.
Chen, A. (2001). Using free association to examine the relationship between the characteristic of brand association and brand equity. Journal of Product & Brand Management, Decision Processes, 50(2), 179-211.
Chen, A. C.-H. (2001). Using free association to examine the relationship between the characteristics of brand associations and brand equity. Journal of Product & Brand Management, 10(7), 439-451.
Christodoulides, G., De Chernatony, L., Furrer, O., Shiu, E., & Abimbola, T. (2006). Conceptualizing and measuring the equity of online brands. Journal of Marketing Management, 22(7-8), 799–825.
Christodoulides, G., & De Chernatony, L. (2010). Consumer-based brand equity conceptualization and measurement: A literature review. International Journal of Research in Marketing, 52(1), 43-66.
Christodoulides, G., De Chernatony, L., Furrer, O., Shiu, E., & Abimbola, T. (2006). Conceptualising and measuring the equity of online brands. Journal of Marketing Management, 22(7-8), 799-825.
Constantinides, E. (2004). Influencing the online consumer’s behavior: The web experience. Internet Research, 14(2), 111-126.
Cyr, D. (2008). Modeling web site design across cultures: relationships to trust, satisfaction, and e-loyalty. Journal of Management Information Systems, 24(4), 47-72.
Dhurup, M., Mafini, C., &Dumasi, T. (2014). The impact of packaging, price and brand awareness on brand loyalty: evidence from the paint retailing industry: original research. Act a Commercii, 14(1), 1-9.
Dong, S., Ding, M., Grewal, R. and Zhao, P. (2011). Functional forms of the satisfaction-loyalty relationship. International Journal of Research in Marketing, 28(1), 38-50.
Ekhveh, A & Darvishi, A.Z. (2015). The Impact of brand awareness on re-purchases intention of customers with trilogy of emotions approach (case study for Cell Phones): Applied mathematics in Engineering. Management and Technology, 3(4), 25-30.
Eren-Erdogmus, I., Cobanoglu, E. & Budeyri-Turan, I. (2015). Exploring dimensions of brand personality for Generation Y in the apparel market: the case of Turkey. Journal of Global Fashion Marketing, 6(2), 150-161.
Gentile, C., Spiller, N. and Noci, G. (2007). How to sustain the customer experience: an overview of experience components that co-create value with the customer. European Management Journal, 25(5), 395-410.
Ha, H. Y. and Perks, H. (2005). Effects of Consumer Perceptions of Brand Experience on the Web: Brand Familiarity, Satisfaction and Brand Trust. Journal of Consumer Behavior, 4(6), 438-452.
Haeckel, S. H., Carbone, L. P. and Berry, L. L. (2003). How to lead the customer experience. Marketing Management, 12(1), 18 – 23.
Helm, C. (2007). From tech-led to brand-led-has the internet portal business grown up? Journal of Brand Management, 14(5), 368-379.
Hsu, C.H.C., Oh, H., & Assaf, A.G. (2012). A customer-based brand equity model for upscale hotels. Journal of Travel Research, 51(1), 81-93.
Im, H. H., Kim, S. S., Elliot, S., & Han, H. (2012). Conceptualizing destination brand equity dimensions from a consumer-based brand equity perspective. Journal of Travel & Tourism Marketing, 29(4), 385-403.
Jacoby, J., & Kyner, D. B. (1973). Brand loyalty vs. repeat purchasing behavior. Journal of Marketing Research, 10(1), 1-9.
Jin, B., & Park, J. Y. (2006). The moderating effect of online purchase experience on the evaluation of online store attributes and the subsequent impact on market response outcomes. Advances in Consumer Research, 33(1), 203-211.
Jing, Z., Pitsaphol, C., & Shabbir, R. (2014). The influence of brand awareness, brand image and perceived quality on brand loyalty: A case study of oppo brand in Thailand. Interdisciplinary Journal of Contemporary Research in Business, 5(21), 10-21.
Keller, K. L. (1993). Conceptualizing, measuring, and managing customer-based brand equity. The Journal of Marketing, 57(1), 1-22.
Keller, K. L. (2003). Strategic Brand Management (2nd ed. ed.). Upper Saddle River, NJ: Prentice Hall.
Keller, K. L. (2013). Strategic Brand Management: Building Measuring, and Managing Brand Equity (4th ed. ed., Vol. 63). England: Pearson Education Ltd.
Khan, I. and Rahman, Z. (2015, May). Brand experience anatomy in retailing: an interpretive structural modeling approach. Journal of Retailing and Consumer Services, 24, 60-69.
Khan, I. and Rahman, Z. (2015b). Brand experience formation mechanism and its possible outcomes: a theoretical framework. The Marketing Review, 15(2), 239-259.
Kim, H. (2005). Developing an index of online customer satisfaction. Journal of Financial Services Marketing, 10(1), 49-64.
Kim, H. B., Kim, W. G., & An, J. A. (2003). The effect of consumer-based brand equity on firms' financial performance. Journal of Consumer Marketing, 20(4), 335-351.
Klaus, P., & Maklan, S. (2013). Towards a better measure of customer experience. International Journal of Market Research, 55(2), 227-246.
Kotler, P. (1997). Marketing Management: Analysis, Planning, Implementation, and Control. Engelwood Cliffs, NJ: Prentice Hall.
Koufaris, M. (2002). Applying the technology acceptance model and flow theory to online consumer behavior. Information Systems Research, 13(2), 205-224.
Koufaris, M., Kambil, A. and LaBarbera, A. (2002). Consumer behavior in web-based commerce: an empirical study. International Journal of Electronic Commerce, 6(2), 115-138.
Kumar, A. G. (2014). Brand equity and customer satisfaction- A study of LG television in Mysore District. International Journal of Management Research and Reviews, 4(5), 610.
Lai, C.S., Chen, C.S., & Lin, P.J. (2007). The effects of service quality on customer relational benefits in travel website. Proceedings – Management of Converging Technologies, 1-6, 33-40.
Lee, J.S., & Back, K.J. (2008). Attendee-based brand equity. Tourism Management, 29(2), 331-344.
Len, T.W, Cindy, M., & Lynn, M.M. (2007). Research issues in building brand equity and global brands in the PC market. Journal of Marketing Management, 3(1), 137-155.
Lewis, B.R., & Soureli, M. (2006). The antecedents of consumer loyalty in retail banking. Journal of Consumer Behaviour, 5(1), 15-31.
Lin, A., Gregor, S., & Ewing, A. (2008). Developing a scale to measure the enjoyment of web experience. Journal of Interactive Marketing, 22(4), 40-57.
Lin, G.T.R, & Sun, C.C. (2009). Factors influencing satisfaction and loyalty in online shopping: an integrated model. Online Information Review, 33(3), 458-475.
Lin, Z., & Bennett, D. (2014). Examining retail customer experience and the moderation effect of loyalty programmes. International Journal of Retail & Distribution Management, 42(10), 929-947.
Liyin, J. (2009). imensions and determinants of website brand equity: From the perspective of website contents. Frontiers of Business Research in China, 3(4), 514-542.
Low, G. S., & Lamb, C. W., Jr. (2000). The measurement and dimensionality of brand associations. Journal of Product & Brand Management, 9(6), 350-370.
Luo, M. M., Chen, J. S., Ching, R. K. H., & Liu, C. C. (2011). An examination of the effects of virtual experiential marketing on online customer intentions and loyalty. The Service Industries Journal, 31(13), 2163-2191.
Mackay, M. M. (2001). Evaluation of brand equity measures: Further empirical results. The Journal of Product and Brand Management, 10(1), 38-51.
Mascarenhas, O.A., R. Kesavan, and M. Bernacchi. (2006). Lasting customer loyalty: A total Customer experience approach. Journal of Consumer Marketing, 23(7), 397-405.
McKinney, V., Yoon, K., & Zahedi, F. (2002). The measurement of web-customer satisfaction: an expectation and disconfirmation approach. Information Systems Research, 13(3), 296-315.
Meyer, C., & Schwager, A. (2007). Understanding customer experience. Harvard Business Review, 85(2), 116-126.
Mollen, A. and Wilson, H. (2010). Engagement, telepresence and interactivity in online consumer experience: reconciling scholastic and managerial perspectives. Journal of Business Research, 63(9), 919-925.
Morgan-Thomas, A., & Veloutsou, C. (2013). Beyond technology acceptance: brand relationships and online brand experience. Journal of Business Research, 66(1), 21-27.
Morrison, S., & Crane, F. G. (2007). Building the service brand by creating and managing an emotional brand experience. Journal of Brand Management, 14(5), 410 – 421.
Nicholson, C. Y., & Sethi R. (2002). The dimensions of brand web site experience. In: Proceedings of the American Marketing Association. Winter Educators. Conference: Marketing Theory and Applications, 13, 510–511.
Novak, T.P., Hoffman, D.L. and Yung, Y.F. (2000). Measuring the customer experience in online environments: a structural modelling approach. Marketing Science, 19(1), 22-42.
Nysveen, H., Pedersen, P.E., & Skard, S. (2013). Brand experiences in service organizations: Exploring the individual effects of brand experience dimensions. Journal of Brand Management, 20(5), 404-423.
Odin, Y., Odin, N., & Valette-Florence, P. (2001). Conceptual and operational aspects of brand loyalty: An empirical investigation. Journal of Business Research, 53(2), 75-84.
Oliver, R. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469.
Oliver, R. (1999). Whence consumer loyalty?. Journal of Marketing, 63(4), 33-44.
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