Sheena Lovia Boateng

Online Relationship Marketing Sheena Lovia Boateng

You are welcome to ONLINE RELATIONSHIP MARKETING - What Works in Ghana. This book has two key audiences. First, it explores the antecedents and outcomes of Online Relationship Marketing (ORM). The antecedents are conceptualised as ORM activities - engagement, interactivity, personalisation and collaboration. The outcomes are trust, commitment and customer loyalty. However, trust and commitment are also conceptualised as mediators between the ORM activities and customer loyalty. Through structural equation modelling, this book examines these relationships to explain the antecedents and outcomes of ORM in a developing economy, Ghana. In this light, researchers and practitioners seeking to understand the constituents of ORM will find this book as a timely resource to understand how ORM is practised in Ghana. Second, the book is a good guide for anyone seeking to undertake or currently enrolled in a doctoral programme in marketing. The book presents a thorough review of ORM, thereby outlining the research gaps that can shape future research. Two research theories - Commitment-Trust theory and Signalling theory - are also reviewed to understand how they can be used to address the research gaps identified. Hence, the book is a good guide for conducting literature review in a doctoral thesis. It is also a good example for any business student seeking to use structural equation modelling in a doctoral thesis.