一、中文文獻
丁學勤(2008)。零售商承諾量表的發展與驗證。管理學報,25(2),195-220。丁誌魰、黃俊瑋(2007)。線上拍賣關係行銷模型之建構:以結構方程驗證,電子商務學報,9(4),945-970。王昭雄、陳得發 (2005)。直銷產業顧客滿意度與顧客忠誠度關係之研究-以人口特質、知覺價值及使用者類型為干擾變項,交大管理學報,25(2),57-87。江義平、江謝鎮同(2007)。網站服務品質與網站體驗對關係品質及行為意向之影響。電子商務學報,9(4),689-724。江義平、蘇韋綸(2007)。網路之服務品質構面類型與重要性對容忍區之影響,管理與系統,14(4),573-602。周文賢(2004)。多變量統計分析SAS/STAT使用方法。台北:智勝文化。
李淑芳 (2008)。購物網站之網路顧客關係管理對忠誠度影響-顧客觀點,資訊管理學報,15(4),177-203。吳亞馨、朱素玥、方文昌(2008)。網路購物信任與科技接受模式之實證研究,資訊管理學報,15(1),123-152。林秀芬(2006)。應用模糊層級分析法於網路商店服務品質評估之研究,電子商務學報,8(3),347-372。
張淑青(2004)。顧客滿意與信任對忠誠度影響之研究。管理學報。21(5),611-627。陶蓓麗、廖則竣、;林政道(2004)。網際網路顧客關係之實証研究,資訊管理學報,11(1),167-194。
翁崇雄(1998)。期望服務與服務績效影響服務品質評量之研究,臺大管理論叢,9(1),153-176
許秉瑜、申元洪、蕭文龍、莊芷萱、陳炫碩(2008)。探討電腦自我效能對於
ERP系統成功之影響,電子商務學報,10(2),379-402。
黃慧玲、陳岳陽、許英傑(2007)。預購通路中消費者產品知覺品質、滿意度及
忠誠度間之關係-不同零售通路型態的干擾效果,電子商務學報,9(3),461-485。
陳建文、李有仁、嚴秀茹、鄭江宇(2008)。消費者使用購物網站之行為模式,資訊管理學報,15(3),1-27。
詹前隆、江俊毅、洪昆廷(2009)。使用者組織內部的服務品質缺口模型之驗證-以資訊系統服務需求為例。資訊管理學報,16 ,113-130。葉飛、徐學軍(2009)。供應鏈夥伴關係信任關係承諾對訊息共享與經營績效的影響,系統工程理論與實戰,29(8),36-49。
蕭銘雄、;鄭曉平(2008)。以延伸式科技接受模型探討消費者線上投保人壽保險之意願,電子商務學報,10(1),1-25。練乃華、高淑鑾(2005)。服務業顧客知覺關係狀態與未來關係發展之研究,管理評論,24(2),127-143。台灣網路資訊中心(2010),上網時間99年2月2日,取自(http://statistics.twnic.net.tw/item04.htm)。
東方消費費者行銷資料庫年鑑(2008),經常上網的人口數
資策會(2009),「2009年9月底止台灣上網人口」,上網日期99年3月1日
,http://www.find.org.tw/find/home.aspx?page=many&id=246
資策會(2009),「台灣網路購務規模持續成長」,上網日期99年2月27日( http://www.cepd.gov.tw/m1.aspx?sNo=0012144) ,。
波仕特線上市調網(2007),哪種因素會吸引您推薦朋友一起網路購物?,上網日期99年3月5日(http://www.pollster.com.tw/report/68/index.htm)
波仕特線上市調網(2009),國人認為網路購物最主要的缺點,上網日期99年3月5日(http://www.pollster.com.tw/Aboutlook/lookview_item.aspx?ms_sn=544)
二、英文文獻
1.Anderson, J.C. & Narus, J.A.(1990) “A Model of Distributor Firm and Manufacturer Firm Working Partnerships”Journal of Markering, 54(1),42-58
2.Bailey, J. E. and Pearson,S.W.(1983) “Development of a Tool for Measuring and Analyzing Computer User Satisfaction,” Management Science, 29(3), 530-545.
3.Blattberg,R.C. and Neslin,S.A. (1990). Sales Promotion: Concepts, Methods and Strategies. Englewood Cliffs. NJ:Prentice Hall
4.Berry, L. L. (1983) “Relationship marketing of services—growing interest, emerging perspectives,” Journal of the Academy of Marketing Science, 23(4), 236-245.
5.Bowen, J.& Shoemaker, S.(1998).“The antecedents and consequences of customer loyalty.” Cornell Hotel Restaurant and Administration Quarterly 12-25
6.Beccerra, M., & Gupta, A. K. (1999).“Trust within the organization: Integrating the trust literature with agency theory and transaction costs economics,”Public Administration Quarterly, 23(2), 67-88.
7.Bhattacherjee, A.(2001),“An Empirical Analysis of the Antecedents of Electronic
Commerce Service Continuance ,”Decision Support Systems, 32(2), 201-213.
8.Bharati, P.& Chaudhury, A.(2004),“An empirical investigation of decision-making satisfaction in web-based decision support systems ”Decision Support System,37(2),187-197.
9.Cardozo,R.M.(1965) “An Experimental Study of Consumer Effort, Expectation and Satisfaction”, Journal of Marketing Research, 2(8), 244-249.
10.Crosby, P. B. (1979)“Quality Is Free, ”New York: McGraw-Hill Inc, 1979.
11. Carmines, E., & Mclver, J. 1981. Analyzing models with unobserved vVariables: Analysis of covariance structures. In G. Bohrnstedt, & E. Borgatta (Eds.), Social Measurement: Current Issues. Beverly Hills: Sage.
12.Churchill, A., & C. Surprenant, C. (1982), “ An investigation into the determinants of Customer Satisfaction”, Journal of Marketing Research, 19(4), 491-504.
13.Chaudhuri, A.& 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), 81-94.
14.Cho, V., & Chenng, I. (2003),“A study of on-line legal service adoption in Hong
Kong, ”in The 9th Conference of the Academy Of Business & AdministrativeSciences, Vancouver, Canada, 24-26.
15.Chiu, C., M. Hsu, S. Sun, T. Lin, & Sun, P. (2005),“Usability, quality, value and
e-learning continuance decisions, ”Computers & Education,45(4), 299-416.
16.Chiu,C.M.,Chiu,C.S.,& Chang,H.C.,(2007)“Examining the integrated influence of fairness and quality on learners satisfaction and Web-based learning continuance intention,”Journal compilation, 17, 271-287.
17.Cye,D.(2008)“Modeling web site design across cultures:Relationship to trust, satisfaction, and E-Loyalty,”Journal of Management systems/spring,24(4),47-72.
18.Chen, M.F.,&Mau, L.H.,(2009)“The impacts of ethical sales behaviour on customer loyalty in the life insurance indudtry”The Service Industries Journal, 29(1), 59-74.
19.Chen, C.W.D.,&Cheng, C,Y.J.,“Understanding consumer intention in online shopping: a respecification and validation of the DeLone and McLean model”Behaviour&Information Technology, 28(4), 335-345.
20.Dwyer, F. R., Schurr, P. H. & Oh, S.(1987)“Developing buyer–seller relationships,” Journal of Marketing, 51, 11-27.
21.DeLone, W. H., & Mclean, E. R.(1992), ”Information Systems Success:The
Quest for the Dependent Variable”, Information System Research, 3(1), 60-95.
22.Day, J(1977), ”Human Perception and Performance,” Journal of Experimental
Psychology,3(3), 518-528.
23.Dwyer, F. R., & Lagace, R. R. (1986). “On the nature and role of buyer-seller trust,” Chicage:American Marketing Association, 40-45.
24.Dick, A. S., & Baus, K.(1994), ” Customer Loyalty: to Eard an Inegrarted Conceptual Frameword, ” Journal of Academy of Marketing Science, 22(2), 99-113.
25.Doll,W.J.,Xia,w.,&Torkzadeh,G.(1994)“A confirmatory factor analysis of he end-user computing satisfaction instrument,”MIS Quality,18(4), 453-462
26.Doney, P., & Cannon, J. (1997). “An Examination of the Nature of Trust in Buyer-Seller Relationships,”Journal of Marketing, 61(2), 35-52
27.Das, T. K. & Teng, B.(1998).“Between Trust and Control: Developing Confidence in Partner Cooperation in Alliances,”Academy of Management Review,23(3), .491-512
28.Drucker, P. F. (2002). “Management Challenges for the 21st Century. ,” New York: Harpercollins
29.DeLone, W. H. & Mclean, E.R.(2003), “The DeLone and McLean Model of
Information Systems Success: A Ten-Year Update” Journal of Management Information Systems,19(4), 9-30.
30.DeLone, W. H. & Mclean, E.R. (2004) “ Measuring e-Commerce Success: Applying the DeLone & McLean Information Systems Success Model” Journal of Electronic Commerce,9(1),31-47.
31.Duggirala, M., C. Rajendran & Anantharaman, R. N.(2008), “Provider-perceived
dimensions of total quality management in healthcare,”Benchmarking: An International Journal, 15(6), 693-722.
32.Delgado-Hernandez, D. J., & Aspinwall, E.(2008),“Quality management case studies in the UK construction industry ,” Total Quality Management & Business Excellence,19(9), 919-938.
33.Deng, Z.,Lu, Y.,Wei, K.K.,& Zhang, J.(2009)“Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China,”International Journal of Information Management, 917-929.
34.Eastlick, M.A.,Lotz, S.L.,& Warrington,P.(2006)“Understanding online B-to-C relationship: An integrated model of privacy concerns, trust, and commitment,”Journalof Business Research, 59, 877-886.
35.Fornell, C.& Larcker, D. F.(1981), ”Structural equation models with unobservable
variables and measurement errors, ”Journal of Marketing Research, 18(2), 39-50.
36.Fornall,C.,(1992),”A National Customer Satisfaction Barometer:The Swedish Experience”.Journal of Marketing,.55,pp.1-22
37.Flavian, C., Guinaliu, M. & Gurrea, R.(2006)“The role played by perceived usability, satisfaction and consumer trust on website loyalty,”Information & Management,43, 1-14.
38.Forgas, S., Moliner, M.A., Sanchez, J. and Palau, R.(2010)“Antecedents of airline passenger loyalty:Low-cost versus traditional airlines”Journal of Air Transport
Management, 16, 229-233.
39.Gronroos, C. (1984) ”A Service Quality Model and Its Marketing Implications.” European Journal of Marketing 18, (4), 36-44.
40.Gronroos,C(1990), ”Relationship approach to marketing in service contexts: The
marketing and organizational behavior interface,” Journal of Business Research,
20(1), 3-11.
41.Ganesan, S.(1994), “Determinants of long-term orientation in buyer-seller relationship”, Journal of Marketing, 58(2), .1-19.
Gundlach, G. T., Achroland, R. S. & Mentzer, J . T. ,(1995) ” The Structure of
Commitment in Exchange”Journal of Marketing, 59(1), 78-92.
42.Gunawardena, C.N & Zittle, F.J. (1997). “Social presence as a predictor of satisfaction within a computer-mediated conferencing environment,” The American Journal of Distance Education, 11(3), 8-26.
43.Garbarino, E. & Johnson, M. S. (1999), ” The Different Roles of Satisfaction, Trust and Commitment in Customer Relationships,”Journal of Marketing, 63(2), 70-87.
44.Gronholdt, L., Martensen, A. & Kristensen, K.(2000), ” The relationship between
customer satisfaction and loyalty: cross-industry differences ,” Total Quality
Management & Business Excellence,11, 509-514.
45.Gruen, T. W., Summers, J.O. & Acito, F. (2000)“Relationship Marketing Activities, Commitment, and Membership Behaviors in Professional Associations.” Journal of Marketing ,64, 34-49.
46.Hamilton, S. & Chervany, N.L (1981)“Evaluating Information System Effectiveness - Part I: Comparing Evaluation Approache.” Management Information Systems Research Center, University of Minnesota ,5(3), 55-69.
47.Hemple, D. J.(1997) “Consumer Satisfaction with the Home Buying Process: Conceptualization and Measurement.” in The Conceptualization of Consumer of Satisfaction and Dissatisfaction, H.K. Hunt ed, Cambridge, Mass: Marketing Science Institute.
48.Hennig-Thuran, T. & Klee, A. (1997), ”The Impact of Customer Satisfaction and
Relationship Quality on Customer Retention: A Critical Reassessment and Model
Development, ”Psychology & Marketing, 14(8) , 737-764.
49.Hair,J.F.,Anderson,R.E.,Tatham,R.L.,&Black,W.C.(1998).Multivaiate data analysis.UK:Prentice Hall.
50.Hennig-Thurau, T., Gwinner, D. and Gremler, D.(2002), ”Understanding Relationship Marketing Outcomes, ”Journal of service Research, 4(3), 230-247.
51.Ives, B., Olson, M. H., & Baroudi, J.J. (1983). “The Measurement of User Information Satisfaction, ”Communications of the ACM, 26(10), 785-793.
52.Lin,H.F.,&Lee,G.G.,(2006)“Determinants of success for online communities: an empirical study,”Behavious & Information Technology, 25(6), 479-488
53.Lin,H.F.,(2007)“The Impact of Website Quality Dimensions on Customer Satisfaction in the B2C E-commerce Context”Total Quality Management, 18(4), 369-378
54.Juran,J.M.(1989)“Universal Approach to managing for quality:the quality trilogy”,Executive Excellence.
55.Joreskog,K.G.& Sorbom,D.(1989). LISREL7: A Guide to the Program&Applications.Chicago:SPSS Publications.
56.King, W., & Epstein, B.J.(1983)“acquired immunodeficiency syndrome in a colony of macaque monkeys,”Decision Sciemces,14(1),1-16.
57.Kotler (1994). Marketing management: Analysis, planning, implementing, control (10th ed.). New York: Prentice-Hall.
58.Kumar, N., Hibbard, J. D & Stern, L.W. (1994), “The Nature and Consequences of Marketing Channel Intermediary Commitment,” Marketing Science Institute
, 94-115.
59.Kumar, N., Scheer, L. K. & Steenkamp, J. (1995)“The Effects of Supplier Faimess on Vulnerable Seller, ”Journal of Marketing Research, 32(1), 54-65.
60.Kotler,P(2000) “Marketing Management:Analysis, Planning,Implementation,and Control.”,9thed,Prentice-Hall Inc.
61.Kettinger, W. J., & C. C. Lee(2005), “Zones of erance:Alternative scales for meanuring information systems service outality, ”MIS Quarterly. Minneapolis
, 29, 607-624.
62.Kingshott,R.P.J.,(2006)“The impact of psychological contracts upon trust and commitment within supp;ier-buyer relationship:A social exchange view.”Industrial Marketing Management, 35, 724-739.
63.Kim, J., B. Jin, & Swinney, J.L.,(2009),“The role of etail quality, e-satisfaction and e-trust in online loyalty sevelopment process,”Journal of Retailing and Consumer Services, 16, 239-247.
64.Kim, M.J.,Chung, N.,&Lee, C.K.,(2010)“The effect of perceived trust on electronic commerce: Shopping online for tourism products and services in South Korea”Tourism Management, 1-10.
65.Khan, M.A.(2010)“An Emprical Study of Automated Teller Machine Service Quality and Customer Satisfaction in Pakistani Banks,”European Journal of Social Sciences,13(3), 333-344.
66.Levitt, T. (1965). “Industrial purchasing behavior: A study of communications effects. Division of Research, Harvard Business School, Boston, MA
67.Lewis, A. & Booms, B. (1983). The marketing aspects of service quality. In AMA Proceedings, Chicago: American Marketing Association,99-104.
68.Lewis, B. R. & Mitchell,.V.W. (1990) “Defining and Measuring the Quality of Customer Service.” Marketing Intelligence and Planning 8, 11-17.
69.Li, Y. N., Tan, K. C. & Xie, M.(2002) “measuring web-based service lity,” Total Quality Management,13, (5), 685-700
70.Luarn, P.,& Lin, H.H., (2003)“A customer loyalty model for E-servuce context”Journal of Electronic Commerce Research, 4(4), 156-167
71.Leonidou, L.C.,Talias, M.A.,& Leonidou, C.N.(2008)“Exercised power as a driver of trust and commitment in cross-border industrial buyer-seller relationships”Industrial Marketing Management, 37, 92-103.
72.Landrum, H., Prybutok, V.R,& Zhang, X.,(2010)“The moderating effect of occupation of information services quality and success,”Computer&Industrial Engineering,58, 133-142
73.Monroe, K. B.,& Guiltinan, J.P.(1975)“A Path-Analytic Exploration of Retail
Patronage Influences,”Journal of marketing, 2:1,19-28.
74.Miller, J. &Doyle, B. A.(1987)“Measuring the Effectiveness of Computer- Based Information Systems in the Financial Services Sector,” MIS Quarterly, 107-124.
75.Moorman, Zaltman, and Deshpande (1992), “Relationships Between Providerrsvand Users of Market Research: The Dynamics of Trust Within and Between Organizations,” Journal of Marketing, 29(3), 314-328.
76.Mano, H.and Oliver,R.L (1993) , “Assessing the Dimensionality and Structure of the Consumption Experience:Evaluation, Feeling, and Satisfaction, ” Journal of Consumer Research, Vol.20, 451-466.
77.Morgan, R. M., &Hunt, S.D.(1994)“The Commitment-Trust Theory of Relationship Marketing,”Journal of marketing, 58(3), 20-38.
78.Mayer, R.C., Davis, J.H. and Schoorman, F.D.(1995) “An Integrative Model of Organizational Trust,” Academy of Management Review, l.20(3), 709-734.
79.Mitchell, P., Reast,J. & Lynch, J.“Exploring The Foundations Of Trust”Journal of Marketing Management,14(1),159-176
80.McKnight, D. H., Cummings, L. L.& Chervany, N.Y.(1998)“Initial Trust Formation in New Organizational Relationships,”Journal of marketing, 23(3), 473-490.
81.McLain, D. L., &Hackman, K.(1999),“Trust, risk, and decision-making in organizational change” Public Administration Quarterly, 23(2), 152-176.
82.Molla, A., & Licker, P.S.(2001)“E-commerce systems success:An attempt and respecity the DeKone and MaLean model of IS success,”Journal of
Electronic Commerce Research,2(4),131-141.
83.McKinney, V., Yoon, K. & F. Zahedi, F.(2002),“The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach,”Information Systems Research, 13, 296-316.
84.Moliner, M.A.(2009)“Loyalty,perceived vzlue and relationship quality in healthcare services,”Journal of service Management, 20(1), 76-97
85.Nunnally, J.C. (1978) Psychometric Theory (2ed.). New York: McGraw Hill.
86.Nelson, R. R., Todd, P. A. & Wixom, B. H. (2005)“Antecedents of Information and System Quality: An Empirical Examination Within the Context of Data Warehousing,” Journal of Management Information Systems, 21(4), 199-235.
87.Ostrom,A.,& D Iacobucci,D.(1995)“Consumer trade-offs and the evaluation of services”The Journal of Marketing,29,17-28
88.Oliver, R. L.(1997),“Satisfaction: A behavioral perspective on the consumer.” New
York: Irwin/McGraw-Hill.
89.Oliver, R. L.(1999),“Whence Consumer Loyalty?,”Journal of marketing, 63, 33-44.
90.Ouyang,Y.(2010)“A Relationship between the Financial Consultants, Service Quality and Customer Trust after Financial Tsuunamu,”International Research Journal of Finance and Economics, 36, 75-85.
91.Parasuraman, A., Zeithaml, V. A & Berry ,L. L.(1985),“A Conceptual Model
of Service Quality and ITS Implications for FurureRecearch,”Journal of Marketing
, 49,41-50.
92.Parasuraman, A., Zeithaml, V. A & Berry ,L. L. (1988), “SERVQUAL:A Multiple Consumer Perceptions of Service Quality ,” Journal of Marketing, 52 (2) , 35-48.
93.Pritchard, M. P., Havitz, M. E.& Howard,D.R.(1999),“Analyzing the commitment-loyalty link in service contexts,” Journal of the Academy of Marketing Science, 23(3),.333-348.
94.Reichheld, F. F.& Sasser, W. E. (1990),“Zero defections: quality comes
to services, ”Harvard Business Review, 68(5), 105-11.
95.Ramsey, R. P., & Sohi ,R. S.(1997), “Listening to Your Customers: The
Impact of Perceived Salesperson ListeningBehavior on Relationship Outcomes, ” Journal of the Academy of Marketing Science, 25(2), 127-137.
96.Ring,P.S. & Van de ven, A.V. (1992) "Structuring cooperative relationships between organizations." Strategic Management Journal, 13, 483-498
97.Rai, A., Lang ,S. S. & Welker, R. B. (2002),“Assessing the Validity of IS Success
Models: An Empirical Test and Theoretical Analysis,” Information Systems
Research,13(1), 50-69.
98.Rose, G. M., & Curran, J. M. (2005).“ On-line waiting: The role of download time and other important predictors on attitude toward e-retailers” Psychology and Marketing, 22(2), 127-151.
99.Schlenker,B.R., Helm,B.&Tedeschi,J.T.(1973)“The effects of personality and situational variables on behavioral trust” Journal of Personality and Social, 25, 419-427.
100.Scanzoni, J. (1979),“ Social Exchange and Behavior Interdependence,”In Social
Exchange in Developing Relationships. New York: Academic Press, Inc.
101.Selnes, F. (1993), “An Examination of the Effect of Product Performance on Brand Reputation, Satisfaction and Loyalty”, European Journal of Marketing, 27(9), 19-35.
102.Seddon, P. B. (1997)“A respecification Extension of the DeLone and McLean
Model of IS Success,”Information Systen Research, 8(3), 240-253.
103Sakaguchi, T., & Frolick, M. (1997),“ A review of the data warehousing literature,”Journal of Data Warehousing, 2(1), 34-54.
104.Selnes, F.(1998),“Antecedents & consequences of trust and satisfaction in buyer-seller relationships,”European Journal of Marketing,32(4),305-322.
105.Sun, P.C.,& Lin,C.m.,(2010)“Building customer trust and loyalty: an empirical study in a retaling context”The Service Industries Journal, 1-17.
106.Tes.D.K.,Wilton, P.S.(1988)“Models of Consumer Satisfaction Formation : An Extension,”Journal of Marketing, 52(2),204-212
107.Westbrook, R.A. (1981), “Sources of Consumer Satisfaction with Retail Outlets
,”Journal of Retailing, 57 , 68-85.
108.Woodruff, R. B., Cadotte, E .R . & Jenkins, R. L. (1983)“Modeling Consumer
Satisfaction Processes Using Experience-Based Norms,”Journal of Marketing
Research,20(3),296-304.
109.Wixom,B.H. & Watson,H.J.(2001). “An Empirical Investigation of The Factors Affecting Data Warehousing Success.,”MIS quarterly, 25(1),.7-41
110.Wixom, B. H. & Todd P. A. (2005)“A Theoretical Integration of User Satisfaction and Technology Acceptance”Information Systems Research, 16(1), 85-102.
111.Wu,J.H.,&Wang, Y.M.,(2006)“Measuring KHS success: A respecification of the DeLone and McLean model”Information&Management, 43, 728-739.
112.Wang,Y.S.,& Liao, Y.W.,(2008)“Assessing eGovernment system success: A validation of the DeLone and McLean model of informatiomsystems success”Government Information Quality, 25, 717-733.
113.Walsh, G., Hennig-Thurau, T. , Sassenberg, K. & Bornemann, D.(2010),“Does
relationship quality matter in e-service? A comparison of online and offline retailing,” Journal of Retailing and Consumer Servuces, 17, 130-142.
114.Zeithaml, Z. A., Berry, L. L and Parasuraman, A. (1996), “The Behavioral Consequences of Service Quality,” Journal of Marketing Research , 60(2), 31-46.
115.Zeithaml, V.A. & Bitner, M.J.(2000). Services marketing: integrating customer focusacross the firm (2rd. ed). London :McGraw-Hill.
116.Zeithaml, V. A., Parasuraman, A. and Malhotra, A.(2002)“Service Quality
DeliveryThrough Web Sites: A Critical Review of Extant Knowledge, ”Journal of the Academy of Marketing Science., 30(4), 362-375.