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

Sanjit Kumar Roy (University of Western Australia Business School, University of Western Australia, Perth, Australia)
Walfried M. Lassar (Department of Marketing, Florida International University, Miami, Florida, USA)
Gul T. Butaney (Department of Marketing, Bentley University, Waltham,Massachusetts, USA)

European Journal of Marketing

ISSN: 0309-0566

Article publication date: 2 September 2014




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 word-of-mouth (WOM). The role of 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.


Data were collected by circulating the questionnaire using an online survey from the graduate and undergraduate students enrolled in a large university in the northeastern USA. Out of 660 questionnaires distributed, 509 were usable. Data were analysed using confirmatory factor analysis and structural equation modelling.


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 WOM behaviour of e-retail store customers. Findings also provide valuable insights into the factors which managers need to focus on to make their e-retail website increasingly stickier.


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.



Kumar Roy, S., M. Lassar, W. and T. Butaney, G. (2014), "The mediating impact of stickiness and loyalty on word-of-mouth promotion of retail websites: A consumer perspective", European Journal of Marketing, Vol. 48 No. 9/10, pp. 1828-1849.



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