臺灣博碩士論文加值系統

Many of the instruments to measure information and system quality were developed in the context of Information system and web quality of yesteryears. With the proliferation of the Internet, World Wide Web application, and wireless technologies, users are increasingly interfacing and interacting with wireless-based application. The mobile web sites relevant literature has not addressed the measurement of user satisfaction with mobile web sites. On the other side, customer loyalty is another important subject for mobile commerce contexts. While the importance of customer loyalty has been recognized in the marketing literature for at least three decades, the conceptualization and empirical validation of a loyalty model for m-commerce context has not been addressed.
It is, therefore, important to develop new instruments and scales about customer satisfaction with mobile web sites, which are directly targeted to these new interfaces and applications. As user satisfaction is commonly acknowledged as the most useful measurement of system success, we identify the underlying factors of user satisfaction with mobile web sites and develop an instrument to measure these factors. The procedures used in conceptualizing the survey, generating items, collecting data, and validating the multiple-item scale are described. This study carefully examined evidence of reliability, content validity, criterion-related validity, convergent validity, discriminant validity, and nomological validity by analyzing data from a sample of 117 adult respondents. This paper also describes a theoretical model for investigating the four main antecedent influences on loyalty for m-commerce contexts: trust, customer satisfaction, relationship commitment, and switching cost. Based on the theoretical model, a comprehensive set of hypotheses was formulated and a methodology for testing them was outlined. These hypotheses were tested empirically to demonstrate the applicability of the theoretical model.
The norms of the instrument were then developed, and the potential applications for practitioners and researchers explored. Finally, this paper discusses limitations of the work, the managerial and theoretical implications of these results. The empirically validated instrument should be useful to other researchers in developing and testing their mobile web sites.

Abstract iii
Acknowledgement (誌謝) v
Table of Contents vii
List of Tables x
List of Figures xi
Chapter 1 Introduction 1
Chapter 2 Background 7
2.1. Wireless Internet and Mobile Business 7
2.1 Conceptualization of M-commerce 8
2.3. The Application of M-commerce 12
2.4. The Differences between E-business and M-business 15
Chapter 3 Conceptualization of Constructs 18
3.1. Trust 18
3.1.1. Customer Trust between E-commerce and M-commerce 19
3.1.2. The Role of Trust in Mobile Commerce Context 20
3.1.3. The Definition of Trust 20
3.1.4. The Kinds of Trust 21
3.1.5. Established Customer Trust 22
3.2. Domain of Customer Satisfaction 23
3.2.1. The Concept of Quality in IS Research 23
3.2.2. Traditional Instrument for Measuring User Satisfaction 24
3.2.3. Customer Satisfaction with IS 25
3.2.4. Conceptualization of Customer Satisfaction 27
3.3. Relationship Commitment 30
3.4. Switching Cost 31
3.5. Customer Loyalty 34
Chapter 4 Research Model and Hypotheses 36
4.1. Definitions and Models 37
4.2. Hypotheses 39
Chapter 5 Research Design and Method 44
5.1. Hypotheses for Testing Nomological Validity 44
5.2. Generation of Customer Satisfaction (C.S.) Scale Items 44
5.3. Measures of the Constructs 46
5.3. Data Collection Procedure 47
Chapter 6 Customer Satisfaction scale purification 48
6.1. Item Analysis and Reliability Estimates 48
6.2. Identifying the Factor Structure of the C.S. Construct 49
Chapter 7. Assessing reliability and validity of C.S. scale 52
7.1. Reliability 52
7.2. Content Validity 52
7.3. Criterion-Related Validity 53
7.4. Discriminant and Convergent Validity 53
7.5. Nomological Validity 55
Chapter 8 An Empirically Validated Model for Measuring Customer Satisfaction 57
Chapter 9 Data Analysis and Results 59
9.1. Measurement Model 59
9.2. Hypothesis Testing Results 61
Chapter 10 Discussion and Implications 64
10.1. Implications for Practice 65
10.2. Implications for Theory 67
Chapter 11 Conclusions and Limitations 69
References 72
Appendix 91

[1]http://www.infoworld.com/articles/hn/xml/02/03/22/020322hnmcommerce.xml.
[2]Aaker, D.A. (1991), Managing Brand Equity: Capitalizing on the Value of a Brand Name, New York: The Free Press.
[3]Aladwani, A.M. (1999), Implications of some of the recent improvement philosophies for the management of the information systems organization. Industrial Management and Data System 99(1), pp. 33-39.
[4]Aladwani, A.M., & Palvia, P.C. (2002), Developing and validating an instrument for measuring user-perceived web quality. Information & Management, 39, pp. 467-476.
[5]Aldridge, S., & Rowley, J. (1998), Measuring customer satisfaction in higher education. Quality Assurance in Education, 6(4), pp. 197-204.
[6]Ambrose, P. & Johnson, G. (2000), A trust based model of buying behavior in electronic retailing. In Proceedings of America Conference of Information System.
[7]Anderson, E.W. (1994), Cross-category variation in customer satisfaction and retention. Mark Lett, 5, pp. 19-30.
[8]Anderson, E.W., & Sullivan, M.W. (1993), The antecedents and consequences of customer satisfaction for firms. Market Sci, 12, pp. 125-143.
[9]Anderson, J.C., & Gerbing, D.W. (1988), Structural equation modeling in practice: a review and recommended two-step approach. Psychological Bulletin, 103(3), pp. 411-423.
[10]Anderson, R.E. (1973), Consumer dissatisfaction: the effect of disconfirmed expectance on perceived product performance. Journal of Marketing Research, 10 (7), pp. 38–44, Feb.
[11]Babbie, E.R. (1992), The Practice of Social Research, 6th Edition. Wadsworth Publishing Company, Belmont, CA.
[12]Bailey, J. E. & Pearson, S.W. (1983), Development of a Tool for Measuring and Analyzing Computer User Satisfaction. Management Science, 29(5), pp. 30-545.
[13]BargainFinder URL: http://www.bf.cstar.ac .com/b.f.
[14]Baroudi, J.J., & Orlikowski, W.J. (1988), A short-form measure of user information satisfaction: a psychometric evaluation and notes on use. Journal of Management Information Systems, 4(4), pp. 44-59.
[15]Bendapudi, N, & Berry, L.L. (1997), Customers’ motivations for maintaining relationships with service providers. J Retailing, 73, pp. 15-37.
[16]Bitner, M.J. (1990), Evaluating service encounters: the effects of physical surroundings and employee responses. Journal of Marketing, 54, pp. 69-82.
[17]Bhattacherjee, A. (2001), An empirical analysis of the antecedents of electronic commerce service continuance. Decision Support Systems, pp. 201-214.
[18]Bland, L. (1997), Good guys bad guys. The Sydney morning herald. 2, p. 1.
[19]Bloom, B.L., Asher, S.J., & White, S.W. (1978), Marital disruption as stressor: a review and analysis psychological bulletin, 85, pp. 867.
[20]Boon, S. & Holmes, J. (1991), The dynamics of interpersonal trust: Resolving uncertainty in the face of risk. In R. Hinde and J. Groebel (Eds.). Cooperation and Prosocial Behavior. Cambridge University Press, Cambridge, UK, pp. 190--211.
[21]Burrgoon, J.K., Bonito. J.A., Bengtsson, B. Cederberg, C., Lundeberg, M., & Allspach, L. (2000), Computers in Human Behavior, 16, pp. 553-574.
[22]Cambell, D.R., & Fiske, D.W. (1959), Convergent and discriminant validation by multitrait-multimethod matrix. Psychological Bulletin, 56(2), pp. 81-105.
[23]Chaudhuri, A. & M.B. Holbrook. (2001), The chain of effects from brand trust and brand affect to brand performance: The Role of Brand Loyalty. Journal of Marketing, 65(2), pp. 81-93.
[24]Chen, L.D., Soliman, K.S., Mac, E., & Frolick, M.N. (2000), Measuring user satisfaction with data warehouses: an exploratory study. Information & Management, 37, pp. 103-110.
[25]Chen, P. (2000), Broadvision delivers new frontier for e-commerce. M-commerce, 25.
[26]Chen, P.Y., & Hitt, L.M. (2002), Measuring switching costs and the determinants of customer retention in Internet-enabled business: a study of the online brokerage industry. Information systems research, 13(3), pp. 255-274.
[27]Cheung, C. & Lee, M. (2000), Trust in Internet shopping: a proposed model and measurement instrument. In Proceedings of America Conference of Information System.
[28]Churchill, G.A. (1979), A paradigm for developing better measures of marketing constructs. Journal of Marketing Research, 16(1), pp. 64-73.
[29]Churchill, G.A., & Surprenant, C. (1995). Marketing research: methodological foundations, 6th edition. The Dryden Press, Chicago.
[30]Cleary, M. (2000), Content Sites Vie for Wireless. Interactive Week 31, pp. 42.
[31]Crego E.T., & Schiffrin, Jr., P.D. (1995), Customer-Centered Reengineering: Remapping for Total Customer Value. Irwin, Burr Ridge, IL.
[32]Cronbach, L.J. (1951), Coefficient alpha and the internal structure of tests. Psychometrika, 16(13), pp. 197-334.
[33]Cronbach, L.J. (1971), Test validation, in: R.L. Thorndike (Ed.), Educational Measurement. American Council on Education, Washington, DC, pp. 443–507.
[34]Cronin, J.J., & Taylor, S.A. (1992), Measuring service quality: a reexamination and extension. Journal of Marketing, 56, pp. 55–68.
[35]Crosby, L.A., Evans, K.R, & Cowles D. (1990), Relationship Quality in Service Selling: An Interpersonal Influence Perspective. Journal of Marketing, 54(7), pp. 68-81.
[36]Crosby, L.A., & Taylor, J.R. (1983), Psychological commitment and its effects on post-decision evaluation and preference stability among voter. Journal of Consumer Research, 9(4), pp. 413-431.
[37]Cyert, R.M., & March, J.G. (1963), A Behavioral Theory of the Firm. Prentice-Hall, Englewood Cliffs, N.J.
[38]Daitch, J., Kamath, R., Kapoor, R., Nemiccolo, A., Sahni, J. & Varma, S. (2000), Wireless applications for business: Business anytime, anywhere. Kellogg TechVenture 2000 Anthology, pp. 88-120.
[39] Dasgupta, P. (1988), Trust as a Commodity. Trust, D.G. Gambetta (ed.), Basil Blackwell, New York, pp. 49-72.
[40] Datamonitor (2000), The race for m-commerce: Shifting paradigms in the world of mobile commerce strategy. [datamonitor.com]
[41] David Gefen, Elena Karahanna, & Detmar W. Straub. (2003), Trust and TAM in Online Shopping: An Integrated Model, MIS Quarterly, 27(1), pp. 51-90.
[42] Day, G.S. (1969), A Two-Dimensional Concept to Brand Loyalty. Journal of Advertising Research, 9(3), pp. 29-35.
[43] de haan, A. (2000), The Internet goes wireless. EAI Journal. April, pp. 62-63.
[44] de Ruyter, K., Wetzels, M., & Kleijnen, M. (2001), Customer adoption of e-service: an experimental study. International Journal of Service Industry Management, 12(2), pp. 184-207.
[45] Delone, W.H., & McLean, E.R. (1992), Information systems success: the quest for the dependent variable. Information Systems Research, 3(1), pp. 60-95.
[46] Dodds, W.B. Monroe, K.B., & Grewal, D. (1991), Effects of price, brand, and store information on buyers’ product evaluations. Journal of Marketing Research, 28(3), pp. 307-319.
[47] Doll, W.J., & Torkzadeh, G. (1988), The measurement of end-user computing satisfaction. MIS Quarterly, 12(2), pp. 259-274.
[48] Doll, W.J., Xia, W., & Torkzadeh, G. (1994), A confirmatory factor analysis of the end-user computing satisfaction instrument. MIS Quarterly, 18(4), pp. 453-461.
[49] Doney, P.M. & Cannon, J.P. (1997), An Examination of the Nature of Trust in Buyer-Seller Relationships. Journal of Marketing, 61(2), pp. 35-51.
[50] Donna L. Hoffman, Thomas P. Novak, & Marcos Peralta. (1999), Building consumer trust online, Communications of the ACM, 42(4), pp. 80-85.
[51] Durlacher Research Ltd. (2000), Mobile commerce report. [www.durlacher.com]
[52] Dwyer, R.F., Schurr, P.H., & Oh, S. (1987), Developing buyer–seller relationships. Journal of Marketing, 51, pp. 11-25.
[53] Einwiller, S., Geissler, U., & Will, M. (2000), Engendering trust in Internet businesses using elements of corporate branding. In Proceedings of America Conference of Information System.
[54] Evans, P.B. & Wurster, T.S. (1997), Strategy and the new economics of information. Harvard Business Review, 75(5), pp. 70-82.
[55] Featherman, M., & Pavlou, P. (2002), Predicting e-services adoption: a perceived risk facet. English Americas Conference on Information Systems, pp. 1034-1036.
[56] Fishbein, M., & Ajzen, I.B. (1975), Attitude, intention and behavior: An introduction to theory and research. Addison-Wesley, Reading, MA.
[57] Formell, C. (1992), A national customer satisfaction barometer: the Swedish experience. Journal of Marketing, 56, pp. 6-21.
[58] Fornell, C., & Wernerfelt, B. (1987), Defensive marketing strategy by customer complaint management: a theorectical analysis. Journal of Marketing Research, pp. 337-346.
[59] Fournier, S. (1998), Consumers and their brands: developing relationship theory in consumer research. Journal of Consumer Research, 24(4), pp. 343-373.
[60] Fukuyama, F. (1995), Trust: The Social Virtues and the Creation of Prosperity. The Free Press, New York.
[61] Fung, R. & Lee, M. (1999), EC-Trust (Trust in electronic commerce): Exploring the antecedent factors. In Proceedings of America Conference of Information System.
[62] Galletta, D.F. & Lederer, A.L. (1989), Some cautions on the measurement of user information satisfaction. Decision Sciences, 20(3), pp. 419-438.
[63] Gambetta, D. G. (1988), Can We Trust Trust? in Trust, D. G. Gambetta (ed.), Basil Blackwell, New York, pp. 213-237.
[64] Ganesan, S. (1994), Determinants of Long-Term Orientation in Buyer-Seller Relationships. Journal of Marketing, 58(2), pp. 1-19.
[65] Gefen, D. & M. Silver. (1999), Lessons Learned from the Successful Adoption of an ERP system. Proceedings of the 5th International Conference of the Decision Sciences Institute, Athens, Greece, pp.1054-1057.
[66] Gefen, D. (2000), E-Commerce: The Role of Familiarity and Trust,” Omega, 28(6), pp. 725-737.
[67] Gefen, D. (2002), Nurturing Clients’ Trust to Engourage Engagement Success During the Customization of ERP Systems, Omega, 30(4), pp. 287-299.
[68] Gefen, D., E. Karahanna, & Straub D.W. (2003), Trust and TAM in Online Shopping: An Integrated Model, MIS Quarterly, 27(1), pp. 51-90.
[69] Gefen, D. & Straub, D.W. Managing user trust in B2C e-services. eService Journal, forthcoming.
[70] Gerbing, D.W., & Anderson, J.C. (1988), An updated paradigm for scale development incorporating unidimensionality and its assessment. Journal of Marketing Research, 25(2), pp. 186-192.
[71] Gerpott, T.J., Rams W., & Schindler A. (2001), Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunication market. Telecommunication Policy, 25, pp. 249-269.
[72] Giese, J.L., & Gote, J.A. (2000), Defining consumer satisfaction,
Academy of Marketing Science Review 00(01), http://www.amsreview.org/amsrev/theory/giese01-00.html.
[73] Giffin, K. (1967), The Contribution of Studies of Source Credibility to a Theory of Interpersonal Trust in the Communication Process. Psychological Bulletin, 68(2), pp. 104-120.
[74] Grewal, D., Monroe, K.B., & Krishnan, R. (1998), The Effects of Price-Comparison Advertising on Buyers’ Perceptions of Acquisition Value, Transaction Value, and Behavioral Intentions. Journal of Marketing, 62(2), pp. 46-59.
[75] Guan, S., Ngoo, C.S., & Zhu, F. (2002), Handy broker: an intelligent product-brokering agent for m-commerce applications with user preference tracking. Electronic Commerce Research and Applications, 1, pp. 314-330.
[76] Guiltiman, J.P. (1989), A classification of switching costs with implications for relationship marketing. In: Childers TL, Bagozzi RP, Peter JP, editors. AMA winter educators’ conference: marketing theory and practice. Chicago, IL: American Marketing Association, pp. 216-220.
[77] Gulati, R. (1995), Does Familiarity Breed Trust? The Implications of Repeated Ties for Contractual Choice in Alliances. Academy of Management Journal, 38(1), pp. 85-112.
[78] Gundlach, G.T., Achrol, R.S. & Mentzer, J.T. (1995), The structure of commitment in exchange. Journal of Marketing, 59(1), pp. 78-92.
[79] Guolla, M. (1999), Assessing the teaching quality to student satisfaction relationship: applied customer satisfaction research in the classroom. Journal of Marketing Theory and Practice, 7(3), pp. 87-97.
[80] Hair, J.E., Anderson, R.E., Tatham, R.L., & Black, W.C. (1998), Multivariate data analysis. Prentice-Hall, Upper Saddle River, NJ.
[81] Hatfeld, G.W. (1994), A financial planner-good communication skills. CPA Journal, 63(6), pp. 71.
[82] Hosmer, L.T. (1995), Trust: the Connecting Link Between Organizational Theory and Philosophical Ethics. Academy of Management Review, 20(2), pp. 379-403.
[83] Howard, J. & Sheth, J. (1969), The Theory of Buyer Behavior, New York: John Eiley & Sons.
[84] Huizingh, E.K. (2000), The content and design of web sites: an empirical study. Information and Management, 37(3), pp. 123-134.
[85] Irvine, C. (2000), Emerging value propositions for m-commerce. Journal of Business Strategies, 18(2), pp. 133-148.
[86] Ives, B., Olson, M.H., & Baroudi, J.J., (1983), The measurement of user information satisfaction. Communications of the ACM, 26(10), pp. 785-793.
[87] Jacoby, Jacob & Robert Chestnut (1978), Brand Loyalty Measurement and Management. New York: John Wiley & Sons.
[88] Jacoby, J. & Kyner, D.B. (1973), Brand Loyalty versus Repeat Purchasing. Journal of Marketing Research, 10, pp. 1-9.
[89] Jarvis, L.P. & Mayo, E.J. (1986), Winning the Market-Share Game, Cornell Hotel Restaurant Administration Quarterly, 27(3), pp. 72-79.
[90] Jarvenpaa, S.L. & Tractinsky, N. (1999), Consumer Trust in an Internet Store: A Cross-Cultural Validation. Journal of Computer Mediated Communication, 5(2), pp. 1-35.
[91] Jarvenpaa, S.L., Tractinsky, N. & Vitale, M. (2000), Consumer Trust in an Internet Store, Information Technology and Management, 1(1-2), pp. 45-71.
[92] Jarvis, L.P. & E.J. Mayo. (1986), Winning the Market-Share Game. Cornell Hotel Restaurant Administration Quarterly, 27(3), pp. 72-79.
[93] Johnson, M.D., Gustafsson, A. & Andreassen, T.W. (2001), The evolution and future of national customer satisfaction index models. Journal of Economic Psychology, 22, pp. 217-245.
[94] Kettinger, W.J., & Lee, C.C. (1994), Perceived service quality and user satisfaction with the information services function. Decision Science, 25, pp. 737-766.
[95] Kiesler, C.A., & Sakumura, J. (1966), A test of a model for commitment. Journal of Personality and Social Psychology, 3, pp. 458-467.
[96] Kim, D. & Benbasat, I. (2003), Trust-Related Arguments in Internet Stores: A Framework for Evaluation. Journal of Electronic Commerce Research, 4(2), pp. 49-64.
[97] Klemperer, P. (1987), Parkets with consumer switching costs. Q J Econ, 102, pp. 375-394.
[98] Kotler, P. & Singh, R. (1981), Marketing Warfare in the 1980’s, Journal of Business Strategy, 1(3), pp. 30-41.
[99] KPMG (2000), Creating the new wireless operator. [www.kpmg.com]
[100] Kumar, S., & Zahn, C. (2003), Mobile communications: evolution and impact on business operations. Technovation, 23, pp. 515-520.
[101] Kumar, N., Scheer, L.K., & Steenkamp, J.-B.E.M. (1995b), The Effects of Supplier Fairness on Vulnerable Resellers. Journal of Marketing Research, 17, pp. 54-65.
[102] Larzelere, R.E. & Huston, T.L. (1980), The Dyadic Trust Scale: Toward Understanding Interpersonal Trust in Close Relationships. Journal of Marriage and the Family, 42(3), pp. 595-604.
[103] Lichtenstein, D.R., Netemeyer, R.G., & Burton, S. (1990), Distinguishing Coupon Proneness from Value Consciousness: An Acquisition-Transaction Utility Theory Perspective,” Journal of Marketing, 54(3), pp. 54-67.
[104] Lim, K.H., C.L. Sia, M.K.O. Lee, & I. Benbasat. (2000), How do I trust you online, and if so, will I buy? An Empirical Study on Designing Web Contents to Develop Online Trust. Working paper.
[105] Long, P.D., Tricker, T., Rangecroft, M., & Gilroy, P. (1999), Measuring the satisfaction gap: education in the market-place. Total Quality Management, 10(4-5), pp. 772-778.
[106] Long, P.D., Tricker, T., Rangecroft, M., & Gilroy, P. (2000), Satisfaction with distance education: evaluation of a service template. Total Quality Management, 11(4-6), pp. 530-536.
[107] Lohse, Gerald, L., & Peter Spiller. (1998), Electronic shopping, Comm. ACM , 41(7), pp. 81-87.
[108] Luarn, P., & Lin, H.H. (2003), A customer loyalty model for e-service context. Journal of Electronic Commerce Research, 4(4), pp. 156-167.
[109] Marakas, G.M., Johnson, R.D., Palmer, J.W. (2000), A theorectical model of differential social contributions toward computing technology: when the metaphor becomes the model. International Journal of Human-Computer Studies, 52, pp. 719-750.
[110] Marwaha, S. (2001), Will Success Spoil SMS? Wireless Review. 15, pp. 107.
[111] Mayer, R.C. & Davis, J.H. (1999), The Effect of the Performance Appraisal System on Trust in Management: A Field Quasi-Experiment, Journal of Applied Psychology, 84(1), pp. 123-136.
[112] Mayer, R.C., Davis, J.H. & Schoorman, F.D. (1995), An Integration Model of Organizational Trust. Academy of Management Review, 20(3), pp. 709-734.
[113] McColl-Kennedly, J., & Schneider, U. (2000), Measuring customer satisfaction: why, what and how. Total Quality Management, 11(7), pp. 883-896.
[114] McKinney, V., Yoon, K., & Zahedi, F.M. (2002), The measurement of web-customer satisfaction: an expectation and disconfirmation approach. Information systems research, 13(3), pp. 296-315.
[115] McKnight, D.H., Cummings, L.L., & Chervany, N.L. (1998), Initial Trust Formation in New Organizational Relationships, Academy of Management Review, 23(3), pp. 472-490.
[116] McKnight, D.H., Choudhury, V. & Kacmar, C. (2002), Developing and Validating Trust Measures for E-Commerce: An Integrative Typology. Information Systems Research, 13(3), pp. 334-359.
[117] McKnight, D.H., Choudhury, V., & Kacmar, C. (2002), The impact of initial consumer trust on intentions to transact with a web site: a trust building model, Journal of Strategic Information System, 11, pp. 297-323.
[118] Meuter, L., Ostrom, A., Roundtree, R., & Bitner, M. (2000), Self-service technologies: Understanding customer satisfaction with technology-based service encounters, Journal of Marketing, [Internet] 64, pp. 50-64.
[119] Michael, A.J., David, L.M., & Sharon, E.B. (2002), Why customers stay: measuring the underlying dimensions of services switching costs and managing their differential strategic outcomes, 55, pp. 441-450.
[120] Molla, A., & Licker, P.S. (2001), E-Commerce Systems Success: An Attempt to Extend and Respecify the Delone and MaClean Model of IS Success. Journal of Electronic Commerce Research, 2(4), pp, 131-141.
[121] Moorman, C., Zaltman, G. & Deshpande, R. (1992), Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations. Journal of Marketing Research, 29(3), pp. 314-328.
[122] Morgan, R., & Hunt, S.D. (1994), The commitment-trust theory of relationship marketing. Journal of Marketing, 58, pp. 20–38.
[123] Music, M.M., & Johnson, K. (1999), Benchmarking: a tool for web site evaluation and improvement. Internet Research, 9(5), pp. 383-392.
[124] Nass, C., Fogg, B.J., & Moon, Y. (1996), Can computers be teammates? International Journal of Human-computer Studies, 45, pp. 669-559.
[125] Nass, C., Steuer, J., Henriksen, L., & Dryer, C. (1994a), Machines, social and ethopoeia: performance assessments of computers subsequent to self- or other-evaluations. International Journal of Human-Computer Studies, 40, pp. 543-559.
[126] Nass, C., Steuer, J. & Tauber, E.R. (1994b), Computers are social actors. Paper presented at the annual meeting of the Conference on Human Factors in Computing Systems, Boston, MA.
[127] Naurmann, E., Jackson, D.W., & Rosenbaum, M.S. (2001), How to implement a customer satisfaction program. Business Horizons, pp. 37-46.
[128] Nunnally, J.C. (1978), Psychometric Theory, 2nd ed., McGraw-Hill, NY.
[129] Oliver, R.L. (1980), A congnitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), pp. 460-469.
[130] Oliver, R.L., (1980), A cognitive model for the antecedents and consequences of satisfaction. Journal of Marketing Research, 17 (4), pp. 460–469.
[131] Oliver, R.L. (1981), Measurement and evaluation of satisfaction processes in retailing setting. Journal of Retailing, 57(3), pp. 25-48.
[132] Oliver, R.L. (1999), Whence Consumer Loyalty. Journal of Marketing, 63 (Special Issue), pp. 33-44.
[133] Palmer, J. W., & David, A. G. (1998), An emerging model of web site design for marketing. Comm. ACM, 41(3), pp, 45-51.
[134] Palvia, P.C. (1996), A model and instrument for measuring small business user satisfaction with information technology, Information & Management, 31(3), pp, 151-163.
[135] Parasuraman, A., & Grewal, D. (2000), The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda. Journal of the Academy of Marketing Science, 28(1), pp, 168-174.
[136] Patterson, P.G., Johnson, L.W., & Spreng, R.A. (1997), Modelling the determinants of customer satisfaction for business-to-business professional services. Journal of the Academy of Marketing Science, 25 (1), pp. 4-17.
[137] Pauline Ratnasingham, Kuldeep Kumar. (2000), Trading partner trust in electronic commerce participation. Proceedings of the twenty first international conference on Information systems, pp.544-552, Brisbane, Queensland, Australia
[138] Pessemier, E.A. (1959), A New Way to Determine Buying Decisions. Journal of Marketing, 24, pp. 41-46.
[139] Petrissans, A. (1999), Customer Relationship Management: The Changing Economics of Customer Relationship, Cap Gemini/International Data, White Paper.
[140] Piccoli, G. Ahmad, R., & Ives, B. (2001), Web-based virtual learning environments: a research framework and a preliminary assessment of effectiveness in basic IT skills training. MIS Quarterly, 25(4), pp. 401-426.
[141] Ping, Jr., R.A. (1993), The effects of satisfaction and structural constraints on retailer exiting, voice, loyalty, opportunism, and neglect. Journal of Retailing, 69(3), pp. 321-349.
[142] Pollard, C. (2003), E-service adoption and use in small farms in australia: lessons learned from a government-sponsored programme. Journal of Global Information Technology Management, 6(2), pp. 45-63.
[143] Price, J.L., & Mueller, C.W. (1986), Handbook of organizational Measurement. Pitman Publishing Inc., Marshfield, MA.
[144] Reichheld, Frederic F. (1996), The Loyalty Effect: The Hidden Force Behind Growth. Profits and Lasting Value. Boston: Harvard Business School Press.
[145] Reichheld, F.F. & Schefter, P. (2000), E-Loyalty: Your Secret Weapon on the Web. Harvard Business Review, 78(4), pp. 105-113.
[146] Rust, R.T., & Zahorik, A.J. (1993), Customer satisfaction, customer retention and market share. Journal of Retailing, 69(2), pp. 193-215.
[147] Seddeon, P.B. (1997), A Respecification and extension of the Delone and McLean Model of IS Success. Information Systems Research, 8(3), pp. 240-253.
[148] Sharma, N., & Patterson, P.G. (1999), The impact of communication effectiveness and service quality on relationship commitment in consumer, professional services. Journal of Services Marketing, 13 (2 & 3), pp. 151-170.
[149] Sharma, N. (2003), The role of pure and quasi-moderators in services: an empirical investigation of ongoing customer-service-provider relationships. Journal of Retailing and Consumer Services, 10, pp. 253-262.
[150] Shaw, C. (2001), Canadians lack assurance to pay online, study shows. Vancouver Sun, 17.
[151] Siau, K., Lim, E., & Shen, Z. (2001),. Mobile commerce: promises, challenges, and research agenda. Journal of Database Management, 12(3), pp. 4-13.
[152] Siau, K., & Shen, Z. (2003), Building customer trust in Mobile commerce, Communications of the ACM, 46(4), pp. 91-94.
[153] Straub, D.W. (1989), Validating instruments in MIS research. MIS Quarterly, 13 (2), pp. 147–169.
[154] Storbacka, K., Strandvik, T., & Gronroos, C. (1994), Managing customer relationship for profit: the dynamics of relationship quality. International Journal of Service Industry Management, 5(5), pp. 21-38.
[155] Szymanski, D. M., & David H.H. (2001), Customer satisfaction: A meta-analysis of the empirical evidence. J. Acad. Marketing Sci, 29(1), pp. 16-35.
[156] Thibaut, J.W., & Kelley, H.H. (1959), The social psychology of groups. Wiley, New York.
[157] Tsalgatidou, A. & Pitoura, E. (2001), Business models and transactions in mobile electronic commerce: requirements and properties. Computer Networks, 37, pp. 221-236.
[158] Van Riel, A.C.R., Liljander, V., and Jurriens, P. (2001), Exploring consumer evaluation of e-service: a portl site. International Journal of Service Industry Management, 12(3-4), pp. 359-277.
[159] Varshney, U., & Vetter R. (2001), A framework for the emerging mobile commerce application. Proceedings of the 34th Hawaii International Conference on System Sciences.
[160] Voss, G.B., Parasuraman, A., & Grewal, D. (1998), The roles of price, performance, and expectations in determining satisfaction in service exchanges. Journal of Marketing, 62(4), pp. 46-61.
[161] Wetsch, L.R. & Cunningham, P.H. (1999), Measuring Determinants of Trust and Their Effects on Buying Intention for Online Purchase Decisions.
[162] Wang, Y.S. (2003), Assessment of learner satisfaction with asynchronous electronic learning systems. Information & Management, 41, pp. 75-86.
[163] Wang, Y.S., Tang, T.I., & Tang, J.E. (2001), An instrument for measuring customer satisfaction toward web sites that market digital products and services, Journal of Electronic Commerce Research 2(3), pp. 89-102
[164] Westbrook, R.A. & Oliver, R.P. (1991), Dimensionality of consumption emotion patterns and consumer satisfaction. Journal of Consumer Research, 18(1), pp. 84-91.
[165] Williamson, O.E. (1995), The Economic Institutions of Capitalism, Free Press, New York.
[166] Yuan, S.T., & Tsao, Y.W. (2003), A recommendation mechanism for contextualized mobile advertising. Expert Systems with Applications, 24, pp. 399-414.
[167] Yi, Y. (1990), A critical review of consumer satisfaction, in: V.A. Zeithaml (Ed.), Review of Marketing, Chicago: American Marketing Association, pp. 68-123.
[168] Zeithaml, V.A. (1988), Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing, 52(3), pp. 2-22.