Interactivity design as the key to managing customer relations in e-commerce

Abstract

A number of studies have highlighted the importance of enhanced relationships with customers and users as a means of improving marketing performance. What seems to be missing is an understanding of how firms can improve online relationships. The current paper proposes that interactivity is a potentially important driver of enhanced online relationships. Although an increasing number of papers have dis cussed the notion of interactivity, there is no established construct to draw upon. A major contribution of the paper is scale development of the interactivity construct, both in terms of item generation and confirma tory factor testing. Because of the exploratory nature of the exercise, it is prudent to use student samples. The paper was able to develop a reliable and valid construct of interactivity. Moreover it was demonstrated that interactivity was a positive and significant determinant of online quality relationships in the two samples investigated.