Beyond the First Purchase: An Integrated Framework for Customer Retention in Direct-to-Consumer E-Commerce
Year: 2026
Type: article
Abstract: Customer retention is an important challenge for direct-to-consumer (D2C) e-commerce: digital channels enable repeated interactions, but they do not by themselves ensure repeat purchasing or durable loyalty. Research has examined D2C retail, customer journeys, online engagement, customer experience and loyalty programmes, including recent reviews and a 2026 meta-analysis of loyalty-programme effects across journey stages. This paper therefore does not claim that integrating these topics is inherently novel. Instead, it develops a measurement-aware conceptual framework that distinguishes lifecycle-oriented marketing activities, customer-response mechanisms and retention-related outcomes. Drawing on the customer-journey perspective, expectation-confirmation theory, commitment–trust theory, customer-engagement scholarship and customer lifetime value research, the framework clarifies how these constructs may relate and identifies contextual conditions that should shape evaluation. The paper uses a focused, purposive synthesis of selected scholarly sources identified through targeted publisher, repository and DOI searches and reference-list leads. It is not an exhaustive systematic review, and the proposed relationships have not been empirically tested. No confidential company records or private customer data are used. Keywords: D2C e-commerce; customer retention; customer engagement; customer lifetime value.
Language: English
Subfield: Marketing
Domain: Social Sciences
Open Access status: bronze
OpenAlex ID: W7225460589