What drives consumers’ active participation in the online channel? Customer equity, experience quality, and relationship proneness
作者：
Highlights：
• We examine consumer brand relationships through the online channel.
• Customer equity is a global assessment of brands, which plays a central role in the customer’s experience.
• Customer experience quality is essential for the enhancement of non-transactional behaviors.
• Relationship proneness is a moderator which demonstrates strong influence.
摘要
•We examine consumer brand relationships through the online channel.•Customer equity is a global assessment of brands, which plays a central role in the customer’s experience.•Customer experience quality is essential for the enhancement of non-transactional behaviors.•Relationship proneness is a moderator which demonstrates strong influence.
论文关键词：Customer equity,Experience quality,Non-transactional behaviors,Online financial services,Relationship proneness,Social exchange theory
论文评审过程：Received 20 December 2018, Revised 26 April 2019, Accepted 26 April 2019, Available online 29 April 2019, Version of Record 20 May 2019.
论文官网地址：https://doi.org/10.1016/j.elerap.2019.100855
