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Personality, Satisfaction, and Customer Citizenship Behaviors in an Online Shopping Context

Part of the Developments in Marketing Science: Proceedings of the Academy of Marketing Science book series (DMSPAMS)

Abstract

This study investigates the relationship between personality traits, shopper satisfaction and customer citizenship behaviors in an online shopping environment. Results suggest that e-shoppers with the personality trait of agreeableness are more likely to respond positively to an e-shopping experience. E-shopper extraversion was also found to contribute to explained variance in all three dimensions of e-customer citizenship behaviors — recommendation, helping, and service firm facilitation.

Keywords

  • Personality Trait
  • Customer Satisfaction
  • Citizenship Behavior
  • Online Shopping
  • Listwise Deletion

These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

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© 2015 Academy of Marketing Science

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Anaza, N.A. (2015). Personality, Satisfaction, and Customer Citizenship Behaviors in an Online Shopping Context. In: Kubacki, K. (eds) Ideas in Marketing: Finding the New and Polishing the Old. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer, Cham. https://doi.org/10.1007/978-3-319-10951-0_3

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