|
英文部分 Aghekyan-Simonian, M., Forsythe, S., Kwon, W. S., & Chattaraman, V. (2012). The role of product brand image and online store image on perceived risks and online purchase intentions for apparel. Journal of Retailing and Consumer Services, 19(3), 325-331. Ahn, T., Ryu, S., & Han, I. (2007). The impact of Web quality and playfulness on user acceptance of online retailing. Information & Management, 44(3), 263-275. Ajzen, I. (1985). From intentions to actions: A theory of planned behavior (pp. 11-39). Springer Berlin Heidelberg. Akhter, S. H. (2012). Who spends more online? The influence of time, usage variety, and privacy concern on online spending. Journal of Retailing and Consumer Services, 19(1), 109-115. Albert, T. C., Goes, P. B., & Gupta, A. (2004). GIST: A model for design and management of content and interactivity of customer-centric web sites. MIS Quarterly, 28(2), 161-182. Amaro, S., & Duarte, P. (2015). An integrative model of consumers' intentions to purchase travel online. Tourism Management, 46, 64-79. Anderson, E., & Weitz, B. (1992). The use of pledges to build and sustain commitment in distribution channels. Journal of Marketing Research, 29(1), 18-34. Anderson, E. W., Fornell, C., & Rust, R. T. (1997). Customer satisfaction, productivity, and profitability: Differences between goods and services. Marketing Science, 16(2), 129-145. Anderson, E. W., & Sullivan, M. W. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing Science, 12(2), 125-143. Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. The Journal of Marketing, 58(3), 53-66. Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411-423. Andreasen, A. R. (1985). Consumer responses to dissatisfaction in loose monopolies. Journal of Consumer Research, 12(2), 135-141. Andrews, L., & Boyle, M. V. (2008). Consumers' accounts of perceived risk online and the influence of communication sources. Qualitative Market Research: An International Journal, 11(1), 59-75. Ariffin, A. A. M., & Maghzi, A. (2012). A preliminary study on customer expectations of hotel hospitality: Influences of personal and hotel factors. International Journal of Hospitality Management, 31(1), 191-198. Avolio, B. J., Yammarino, F. J., & Bass, B. M. (1991). Identifying common methods variance with data collected from a single source: An unresolved sticky issue. Journal of Management, 17(3), 571-587. Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74-94. Bai, B., Law, R., & Wen, I. (2008). The impact of website quality on customer satisfaction and purchase intentions: Evidence from Chinese online visitors. International Journal of Hospitality Management, 27(3), 391-402. Baker, D. A., & Crompton, J. L. (2000). Quality, satisfaction and behavioral intentions. Annals of Tourism Research, 27(3), 785-804. Bansal, H. S., McDougall, G. H., Dikolli, S. S., & Sedatole, K. L. (2004). Relating e-satisfaction to behavioral outcomes: An empirical study. Journal of Services Marketing, 18(4), 290-302. Bansal, H. S., & Taylor, S. F. (1999). The service provider switching model (spsm) a model of consumer switching behavior in the services industry. Journal of Service Research, 2(2), 200-218. Bansal, H. S., Taylor, S. F., & James, Y. S. (2005). “Migrating” to new service providers: Toward a unifying framework of consumers’ switching behaviors. Journal of the Academy of Marketing Science, 33(1), 96-115. Baron, R. M., & Kenny, D. A. (1986). The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51(6), 1173-1182. Barreda, A. A., Bilgihan, A., Nusair, K., & Okumus, F. (2015). Generating brand awareness in Online Social Networks. Computers in Human Behavior, 50(C), 600-609. Ba, S., & Pavlou, P. A. (2002). Evidence of the effect of trust building technology in electronic markets: Price premiums and buyer behavior. MIS quarterly, 26(3), 243-268. Bauer, R. A. (1960). Consumer Behaviour as Risk Taking. In dynamic marketing for a changing world. Chicago, IL: American Marketing Association. Bauer, R. A. (1967). Consumer behavior as risk taking. In D. Cox (Ed.), Risk Taking and Information Handling in Consumer Behavior. Cambridge, MA: Harvard University Press. Bayraktar, E., Tatoglu, E., Turkyilmaz, A., Delen, D., & Zaim, S. (2012). Measuring the efficiency of customer satisfaction and loyalty for mobile phone brands with DEA. Expert Systems with Applications, 39(1), 99-106. Bearden, W. O., & Teel, J. E. (1983). Selected determinants of consumer satisfaction and complaint reports. Journal of Marketing Research, 20(1), 21-28. Belanche, D., Casaló, L. V., & Guinalíu, M. (2012). Website usability, consumer satisfaction and the intention to use a website: The moderating effect of perceived risk. Journal of Retailing and Consumer Services, 19(1), 124-132. Bélanger, F., & Carter, L. (2008). Trust and risk in e-government adoption. The Journal of Strategic Information Systems, 17(2), 165-176. Bellman, S., Lohse, G. L., & Johnson, E. J. (1999). Predictors of online buying behavior. Communications of the ACM, 42(12), 32-38. Benassi, P. (1999). TRUSTe: An online privacy seal program. Communications of the ACM, 42(2), 56-59. Bentler, P. M., & Wu, E. J. C. (1993). EQS/Windows user guide. Los Angeles, CA: BMDP Statistical Software. Bernroider, E. W. (2008). IT governance for enterprise resource planning supported by the DeLone–McLean model of information systems success. Information & Management, 45(5), 257-269. Bharati, P., & Berg, D. (2005). Service quality from the other side: Information systems management at Duquesne Light. International Journal of Information Management, 25(4), 367-380. Bharati, P., & Chaudhury, A. (2004). An empirical investigation of decision-making satisfaction in web-based decision support systems. Decision Support Systems, 37(2), 187-197. Bhatnagar, A., & Ghose, S. (2004). Segmenting consumers based on the benefits and risks of Internet shopping. Journal of Business Research, 57(12), 1352-1360. Bhatnagar, A., Misra, S., & Rao, H. R. (2000). On risk, convenience, and Internet shopping behavior. Communications of the ACM, 43(11), 98-105. Bhattacherjee, A. (2001). Understanding information systems continuance: An expectation-confirmation model. MIS Quarterly, 25(3), 351-370. Bianchi, C., & Andrews, L. (2012). Risk, trust, and consumer online purchasing behaviour: A Chilean perspective. International Marketing Review, 29(3), 253-275. Bigne, E., Sanchez-Garcia, I., & Curras-Perez, R. (2011). Antecedentes yconsecuencias del arrepentimiento postcompra: Una aplicacion a servicios detelefonia movil. Revista Espanola de Investigacion en Marketing, 15(1), 7-34. Biswas, D., & Biswas, A. (2004). The diagnostic role of signals in the context of perceived risks in online shopping: Do signals matter more on the web? Journal of Interactive Marketing, 18(3), 30-45. Bitner, M. J., & Hubbert, A. R. (1994). Encounter satisfaction versus overall satisfaction versus quality. Service Quality: New Directions in Theory and Practice, 72-94. Björk, P., & Kauppinen-Räisänen, H. (2012). A netnographic examination of travelers' online discussions of risks. Tourism Management Perspectives, 2(3), 65-71. Blau, P. M. (1964). Exchange and power in social life. NY: Transaction Publishers. Bloemer, J., & De Ruyter, K. (1998). On the relationship between store image, store satisfaction and store loyalty. European Journal of Marketing, 32(5/6), 499-513. Blut, M., Beatty, S. E., Evanschitzky, H., & Brock, C. (2014). The impact of service characteristics on the switching costs–customer loyalty link. Journal of Retailing, 90(2), 275-290. Brady, M. K., & Robertson, C. J. (2001). Searching for a consensus on the antecedent role of service quality and satisfaction: An exploratory cross-national study. Journal of Business Research, 51(1), 53-60. Brynjolfsson, E., & Smith, M. D. (2000). Frictionless commerce? A comparison of Internet and conventional retailers. Management Science, 46(4), 563-585. Bollen, K.A. (1989) Structural equations with latent variables. New York: John Wiley & Sons Inc. Boomsma, A. (1982). The robustness of LISREL against small sample sizes in factor analysis models. Systems under indirect observation: Causality, Structure, Prediction, 1, 149-173. Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. A. (1993). A Dynamic Process Model of Sevice Quality: From Expectations to Behavioral Intentions. Journal of marketing research, 30(1), 7-27. Boshoff, C. (2007). A psychometric assessment of ES-QUAL: A scale to measure electronic service quality. Journal of Electronic Commerce Research, 8(1), 101-114. Brynjolfsson, E., & Smith, M. D. (2000). Frictionless commerce? A comparison of Internet and conventional retailers. Management Science, 46(4), 563-585. Burnham, T. A., Frels, J. K., & Mahajan, V. (2003). Consumer switching costs: A typology, antecedents, and consequences. Journal of the Academy of Marketing Science, 31(2), 109-126. Cadotte, E. R., Woodruff, R. B., & Jenkins, R. L. (1987). Expectations and norms in models of consumer satisfaction. Journal of Marketing Research, 24(3), 305-314. Cai, S., & Xu, Y. (2007). Effects of outcome, process and shopping enjoyment on online consumer behaviour. Electronic Commerce Research and Applications, 5(4), 272-281. Calvo-Porral, C., & Lévy-Mangin, J. P. (2015). Switching behavior and customer satisfaction in mobile services: Analyzing virtual and traditional operators. Computers in Human Behavior, 49, 532-540. Camarero, C., Antón, C., & Carrero, M. (2010). Relationship exit in different legal environments: A cross-cultural analysis. The Service Industries Journal, 30(9), 1457-1478. Carlson, J., & O'Cass, A. (2010). Exploring the relationships between e-service quality, satisfaction, attitudes and behaviours in content-driven e-service web sites. Journal of Services Marketing, 24(2), 112-127. Carter, S. (1998). Tourists’ and travellers’ social construction of Africa and Asia as risky locations. Tourism Management, 19(4), 349-358. Caruana, A. (2004). The impact of switching costs on customer loyalty: A study among corporate customers of mobile telephony. Journal of Targeting, Measurement and Analysis for Marketing, 12(3), 256-268. Casado Diaz, A. B., & Más Ruíz, F. J. (2002). The consumer’s reaction to delays in service. International Journal of Service Industry Management, 13(2), 118-140. Casaló, L. V., Flavián, C., & Guinalíu, M. (2011). Understanding the intention to follow the advice obtained in an online travel community. Computers in Human Behavior, 27(2), 622-633. Caterinicchia, D. (2005). Holiday shoppers guard against Web risks. Knight Ridder Tribune Business News, 23, 1. Cegarra-Navarro, J. G., Pachón, J. R. C., & Cegarra, J. L. M. (2012). E-government and citizen’s engagement with local affairs through e-websites: The case of Spanish municipalities. International Journal of Information Management, 32(5), 469-478. Chang, E. C., & Tseng, Y. F. (2013). Research note: E-store image, perceived value and perceived risk. Journal of Business Research, 66(7), 864-870. Chang, H. H., & Chen, S. W. (2008). The impact of customer interface quality, satisfaction and switching costs on e-loyalty: Internet experience as a moderator. Computers in Human Behavior, 24(6), 2927-2944. Chang, I. C., Li, Y. C., Hung, W. F., & Hwang, H. G. (2005). An empirical study on the impact of quality antecedents on tax payers' acceptance of Internet tax-filing systems. Government Information Quarterly, 22(3), 389-410. Chang, M. K., Cheung, W., & Lai, V. S. (2005). Literature derived reference models for the adoption of online shopping. Information & Management, 42(4), 543-559. Chan, H. C., & Teo, H. H. (2007). Evaluating the boundary conditions of the technology acceptance model: An exploratory investigation. ACM Transactions on Computer-Human Interaction (TOCHI), 14(2), 1-22. Chaudhuri, P. P. (1997). Additive cellular automata: Theory and applications (Vol. 1). John Wiley & Sons. Chebat, J. C., Davidow, M., & Borges, A. (2011). More on the role of switching costs in service markets: A research note. Journal of Business Research, 64(8), 823-829. Chen, J. V., Jubilado, R. J. M., Capistrano, E. P. S., & Yen, D. C. (2015). Factors affecting online tax filing–An application of the IS Success Model and trust theory. Computers in Human Behavior, 43, 251-262. Chen, Q., Clifford, S. J., & Wells, W. D. (2002). Attitude toward the site II: New information. Journal of Advertising Research, 42(2), 33-46. Chen, Y. H. & Barnes, S. (2007). Initial Trust and Online Buyer Behaviour. Industrial Management & Data Systems, 107(1), 21-36. Chen, Y. H., Tseng, M. L., & Lin, R. J. (2011). Evaluating the customer perceptions on in-flight service quality. African Journal of Business Management, 5(7), 2854-2864. Cheung, C. M., & Lee, M. K. (2001). Trust in internet shopping: Instrumental development and validation through classical and modern approaches. Advanced Topics in Global Information Management, 9(3), 25-41. Chew, E. Y. T., & Jahari, S. A. (2014). Destination image as a mediator between perceived risks and revisit intention: A case of post-disaster Japan. Tourism Management, 40, 382-393. Chiang, C. F., & Jang, S. S. (2007). The effects of perceived price and brand image on value and purchase intention: Leisure travelers’ attitudes toward online hotel booking. Journal of Hospitality & Leisure Marketing, 15(3), 49-69. Chih, W. H., Wang, K. Y., Hsu, L. C., & Cheng, I. S. (2012). From disconfirmation to switching: An empirical investigation of switching intentions after service failure and recovery. The Service Industries Journal, 32(8), 1305-1321. Chiu, C. M., Hsu, M. H., Lai, H., & Chang, C. M. (2012). Re-examining the influence of trust on online repeat purchase intention: The moderating role of habit and its antecedents. Decision Support Systems, 53(4), 835-845. Chiu, C. M., Lin, H. Y., Sun, S. Y., & Hsu, M. H. (2009). Understanding customers' loyalty intentions towards online shopping: An integration of technology acceptance model and fairness theory. Behaviour & Information Technology, 28(4), 347-360. Choi, S., & Mattila, A. S. (2008). Perceived controllability and service expectations: Influences on customer reactions following service failure. Journal of Business Research, 61(1), 24-30. Cho, M., Bonn, M. A., & Kang, S. (2014). Wine attributes, perceived risk and online wine repurchase intention: The cross-level interaction effects of website quality. International Journal of Hospitality Management, 43, 108-120. Chong, E., Kennedy, R., Riquire, C., & Rungie, C. (1997). The difference between satisfaction and service quality. New and evolving paradigm: The emerging future of marketing. In The American Marketing Association’s 1997 special conference. Chou, S. Y., Shen, G. C., Chiu, H. C., & Chou, Y. T. (2015). Multichannel service providers' strategy: Understanding customers’ switching and free-riding behavior. Journal of Business Research, In Press. Chua, B. L., Lee, S., Goh, B., & Han, H. (2015). Impacts of cruise service quality and price on vacationers’ cruise experience: Moderating role of price sensitivity. International Journal of Hospitality Management, 44, 131-145. Churchill Jr, G. A., & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. Journal of Marketing Research, 19, 491-504. Clemes, M. D., Gan, C., Kao, T. H., & Choong, M. (2008). An empirical analysis of customer satisfaction in international air travel. Innovative Marketing, 4(2), 50-62. Conchar, M. P., Zinkhan, G. M., Peters, C., & Olavarrieta, S. (2004). An integrated framework for the conceptualization of consumers’ perceived-risk processing. Journal of the Academy of Marketing Science, 32(4), 418-436. Crespo, Á. H., & Rodríguez, I. A. R. D. B. (2008). Explaining B2C e-commerce acceptance: An integrative model based on the framework by Gatignon and Robertson. Interacting with Computers, 20(2), 212-224. Crespo, A. H., del Bosque, I. R., & de los Salmones Sanchez, M. G. (2009). The influence of perceived risk on Internet shopping behavior: A multidimensional perspective. Journal of Risk Research, 12(2), 259-277. Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-218. Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. The Journal of Marketing, 56(3), 55-68. Colgate, M., & Lang, B. (2001). Switching barriers in consumer markets: An investigation of the financial services industry. Journal of Consumer Marketing, 18(4), 332-347. Collier, J. E., & Bienstock, C. C. (2006). Measuring service quality in e-retailing. Journal of Service Research, 8(3), 260-275. Conklin, J. H., Gotterer, M. H., & Rickman, J. (1982). On-line terminal response time: The effects of background activity. Information & Management, 5(3), 169-173. Corbitt, B. J., Thanasankit, T., & Yi, H. (2003). Trust and e-commerce: A study of consumer perceptions. Electronic Commerce Research and Applications, 2(3), 203-215. Cunningham, S. M. (1967). The major dimensions of perceived risk. In D. Cox (Ed.), Risk taking and information handling in consumer behavior. Cambridge, MA: Harvard University Press. Cyr, D. (2008). Modeling web site design across cultures: Relationships to trust, satisfaction, and e-loyalty. Journal of Management Information Systems, 24(4), 47-72. Dabholkar, P. A., Shepherd, C. D., & Thorpe, D. I. (2000). A comprehensive framework for service quality: An investigation of critical conceptual and measurement issues through a longitudinal study. Journal of Retailing, 76(2), 139-173. Dai, B., Forsythe, S., & Kwon, W. S. (2014). The impact of online shopping experience on risk perceptions and online purchase intentions: Does product category matter? Journal of Electronic Commerce Research, 15(1), 13-24. Dai, H., Luo, X. R., Liao, Q., & Cao, M. (2015). Explaining consumer satisfaction of services: The role of innovativeness and emotion in an electronic mediated environment. Decision Support Systems, 70, 97-106. Del Bosque, I. R., & San Martin, H. (2008). Tourist satisfaction a cognitive-affective model. Annals of Tourism Research, 35(2), 551-573. 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. Delone, W. H., & Mclean, E. R. (2004). Measuring e-commerce success: Applying the DeLone & McLean information systems success model. International Journal of Electronic Commerce, 9(1), 31-47. Deng, Z., Lu, Y., Wei, K. K., & Zhang, J. (2010). Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China. International Journal of Information Management, 30(4), 289-300. Derbaix, C. (1983). Perceived risk and risk relievers: An empirical investigation. Journal of Economic Psychology, 3(1), 19-38. De Ruyter, K., Wetzels, M., & Kleijnen, M. (2001). Customer adoption of e-service: An experimental study. International Journal of Service Industry Management, 12(2), 184-207. Devaraj, S., Fan, M., & Kohli, R. (2002). Antecedents of B2C channel satisfaction and preference: Validating e-commerce metrics. Information Systems Research, 13(3), 316-333. Dick, A. S., & Basu, K. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), 99-113. Doll, W. J., Deng, X., Raghunathan, T. S., Torkzadeh, G., & Xia, W. (2004). The meaning and measurement of user satisfaction: A multigroup invariance analysis of the end-user computing satisfaction instrument. Journal of Management Information Systems, 21(1), 227-262. Du, X., Ninomiya, T., de Galan, B., Abadir, E., Chalmers, J., Pillai, A., & Patel, A. (2009). Risks of cardiovascular events and effects of routine blood pressure lowering among patients with type 2 diabetes and atrial fibrillation: Results of the advance study. European Heart Journal, 30(9), 1128-1135. Eastlick, M. A., Lotz, S. L., & Warrington, P. (2006). Understanding online B-to-C relationships: An integrated model of privacy concerns, trust, and commitment. Journal of Business Research, 59(8), 877-886. Efron, B., & Tibshirani, R. J. (1994). An introduction to the bootstrap. London: Chapman and Hall. Egeln, L. S., & Joseph, J. A. (2012). Shopping cart abandonment in online shopping. Atlantic Marketing Journal, 1(1), 1-14. Erickson, G. M., & Johansson, J. K. (1985). The role of price in multi-attribute product evaluations. Journal of Consumer Research, 12(2), 195-199. Eshghi, A., Haughton, D., & Topi, H. (2007). Determinants of customer loyalty in the wireless telecommunications industry. Telecommunications Policy, 31(2), 93-106. Éthier, J., Hadaya, P., Talbot, J., & Cadieux, J. (2006). B2C web site quality and emotions during online shopping episodes: An empirical study. Information & Management, 43(5), 627-639. Fassnacht, M., & Koese, I. (2006). Quality of electronic services conceptualizing and testing a hierarchical model. Journal of Service Research, 9(1), 19-37. Fay, S., & Lee, S. H. S. (2015). The role of customer expectations in name-your-own-price markets. Journal of Business Research, 68(3), 675-683. Featherman, M. S., & Pavlou, P. A. (2003). Predicting e-services adoption: A perceived risk facets perspective. International Journal of Human-Computer Studies, 59(4), 451-474. Fishbein, M. (1963). An investigation of the relationship between beliefs about an object and the attitude toward that object. Human Relations. Fishbein, M., & Ajzen, I. (1975). Belief, attitude, intention and behavior: An introduction to theory and research. Reading, MA: Addison-Wesley. Floropoulos, J., Spathis, C., Halvatzis, D., & Tsipouridou, M. (2010). Measuring the success of the Greek taxation information system. International Journal of Information Management, 30(1), 47-56. Fombrun, C. J. (1996). Reputation: Realizing Value from the Corporate Image. Harvard Business School Press, Cambridge:MA. Forell, C. (1992). A National Customer Satisfaction Barometer. The Swedish Experience Journal of Marketing, 56(1), 6-21. Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50. Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American customer satisfaction index: Nature, purpose, and findings. The Journal of Marketing, 60(4), 7-18. Forsythe, S., Liu, C., Shannon, D., & Gardner, L. C. (2006). Development of a scale to measure the perceived benefits and risks of online shopping. Journal of Interactive Marketing, 20(2), 55-75. Forsythe, S. M., & Shi, B. (2003). Consumer patronage and risk perceptions in Internet shopping. Journal of Business Research, 56(11), 867-875. Frederick, F. R., & Sasser, W. E. (1990). Zero defections: Quality comes to services. Harvard Business Review, 68(5), 105-11. Furrer, O., Liu, B. S. C., & Sudharshan, D. (2000). The relationships between culture and service quality perceptions basis for cross-cultural market segmentation and resource allocation. Journal of Service Research, 2(4), 355-371. Ganguli, S., & Roy, S. K. (2011). Generic technology-based service quality dimensions in banking: Impact on customer satisfaction and loyalty. International Journal of Bank Marketing, 29(2), 168-189. Gaski, J. F., & Nevin, J. R. (1985). The differential effects of exercised and unexercised power sources in a marketing channel. Journal of Marketing Research, 22(2), 130-142. Gefen, D. (2002). Reflections on the dimensions of trust and trustworthiness among online consumers. ACM Sigmis Database, 33(3), 38-53. Gemünden, H. G. (1985). Perceived risk and information search. A systematic meta-analysis of the empirical evidence. International Journal of Research in Marketing, 2(2), 79-100. Gerpott, T. J., Rams, W., & Schindler, A. (2001). Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunications market. Telecommunications Policy, 25(4), 249-269. Giese, J. L., & Cote, J. A. (2000). Defining consumer satisfaction. Academy of Marketing Science Review, 1(1), 1-22. Gilbert, D., & Powell-Perry, J. (2001). Exploring developments in web based relationship marketing within the hotel industry. Journal of Hospitality & Leisure Marketing, 9(3/4), 141-159. Gilioli Rotondaro, R. (2002). Defining the customer’s expectations in e-business. Industrial Management & Data Systems, 102(9), 476-482. Gounaris, S., Dimitriadis, S., & Stathakopoulos, V. (2010). An examination of the effects of service quality and satisfaction on customers' behavioral intentions in e-shopping. Journal of Services Marketing, 24(2), 142-156. Grace, D., & O'Cass, A. (2001). Attributions of service switching: A study of consumers’ and providers’ perceptions of child-care service delivery. Journal of Services Marketing, 15(4), 300-321. Grewal, D., Gotlieb, J., & Marmorstein, H. (1994). The moderating effects of message framing and source credibility on the price-perceived risk relationship. Journal of Consumer Research, 21(1), 145-153. Grewal, D., Iyer, G. R., Gotlieb, J., & Levy, M. (2007). Developing a deeper understanding of post-purchase perceived risk and behavioral intentions in a service setting. Journal of the Academy of Marketing Science, 35(2), 250-258. Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44. Ha, H. Y., Janda, S., & Muthaly, S. K. (2010). A new understanding of satisfaction model in e-re-purchase situation. European Journal of Marketing, 44(7/8), 997-1016. Hair, J. F. Jr., Black, W. C., Babin, B. J. & Anderson, R. E. (2010), Multivariate Data Analysis (7th Ed.). New York: Prentice-Hall Inc. Han, H. (2009). Emotions and Switching Barriers: In Full-Service Restaurants. Saarbrucken, Germany: VDM Publishing. Han, H., Kim, W., & Hyun, S. S. (2011). Switching intention model development: Role of service performances, customer satisfaction, and switching barriers in the hotel industry. International Journal of Hospitality Management, 30(3), 619-629. Hassan, A. M., Kunz, M. B., Pearson, A. W., & Mohamed, F. A. (2006). Conceptualization and measurement of perceived risk in online shopping. Marketing Management Journal, 16(1), 138-147. Hauser, J. R., Simester, D. I., & Wernerfelt, B. (1994). Customer satisfaction incentives. Marketing Science, 13(4), 327-350. Hennig-Thurau, T., Gwinner, K. P., & Gremler, D. D. (2002). Understanding relationship marketing outcomes an integration of relational benefits and relationship quality. Journal of Service Research, 4(3), 230-247. Herington, C., & Weaven, S. (2009). E-retailing by banks: E-service quality and its importance to customer satisfaction. European Journal of Marketing, 43(9/10), 1220-1231. Ho, C. I., & Lee, Y. L. (2007). The development of an e-travel service quality scale. Tourism Management, 28(6), 1434-1449. Hoffman, D. L., & Novak, T. P. (1996). Marketing in hypermedia computer-mediated environments: Conceptual foundations. The Journal of Marketing, 60(3), 50-68. Hoffman, D. L., Novak, T. P., & Peralta, M. (1999). Building consumer trust online. Communications of the ACM, 42(4), 80-85. Ho, L. H., Lu, M. H., Ho, H. Y., & Peng, T. F. (2011). A study of website optimization strategy and implementation. In Advanced Materials Research, 268, 829-834. Hong, Z., & Yi, L. (2012). Research on the influence of perceived risk in consumer on-line purchasing decision. Physics Procedia, 24(B), 1304-1310. Horton, R. L. (1976). The structure of perceived risk: Some further progress. Journal of the Academy of Marketing Science, 4(4), 694-706. Hsieh, P. H., Huang, C. S., & Yen, D. C. (2013). Assessing web services of emerging economies in an Eastern country—Taiwan's e-government. Government Information Quarterly, 30(3), 267-276. Hsieh, Y. H., Yuan, S. T., & Kuo, R. L. (2011). A PSO-based intelligent service dispatching mechanism for customer expectation management. Expert Systems with Applications, 38(10), 12128-12141. Hsin Chang, H., & Wen Chen, S. (2008). The impact of online store environment cues on purchase intention: Trust and perceived risk as a mediator. Online Information Review, 32(6), 818-841. Hu, L. T., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling: A Multidisciplinary Journal, 6(1), 1-55. Hunt, H.K. (1977) CS/D: Overview and future research directions. In: Hunt, H.K. (Ed.), Conceptualization and Measurement of Customer Satisfaction and Dissatisfac-tion. Cambridge, MA: Marketing Science Institute. Hussain, R., Al Nasser, A., & Hussain, Y. K. (2015). Service quality and customer satisfaction of a UAE-based airline: An empirical investigation. Journal of Air Transport Management, 42, 167-175. Irwin Jr, C. E. (1993). Adolescence and risk taking: How are they related. CA: Sage Publications. Jacoby, J., & Kaplan, L. B. (1972). The components of perceived risk. Advances in Consumer Research, 3(3), 382-383. Jacoby, J., & Olson, J. C. (1977). Consumer response to price: An attitudinal, information processing perspective. Moving Ahead with Attitude Research, 39(1), 73-97. Jaevelaeinen, J. (2003). Preferring offline bookings: An empirical study of channel choice motives of online information seekers. BLED 2003 Proceedings, 46, 80-94. Jarvenpaa, S. L., Tractinsky, N., & Saarinen, L. (1999). Consumer trust in an internet store: A cross‐cultural validation. Journal of Computer‐Mediated Communication, 5(2), 45-71. Jeong, M., Oh, H., & Gregoire, M. (2003). Conceptualizing web site quality and its consequences in the lodging industry. International Journal of Hospitality Management, 22(2), 161-175. Jiuan Tan, S. (1999). Strategies for reducing consumers' risk aversion in Internet shopping. Journal of Consumer Marketing, 16(2), 163-180. Johnson, M. D., Gustafsson, A., Andreassen, T. W., Lervik, L., & Cha, J. (2001). The evolution and future of national customer satisfaction index models. Journal of Economic Psychology, 22(2), 217-245. Johnson, M. S., Sivadas, E., & Garbarino, E. (2008). Customer satisfaction, perceived risk and affective commitment: An investigation of directions of influence. Journal of Services Marketing, 22(5), 353-362. Jones, M. A., & Suh, J. (2000). Transaction-specific satisfaction and overall satisfaction: An empirical analysis. Journal of Services Marketing, 14(2), 147-159. Jones, M. A., Mothersbaugh, D. L., & Beatty, S. E. (2000). Switching barriers and repurchase intentions in services. Journal of Retailing, 76(2), 259-274. Jones, M. A., Reynolds, K. E., Mothersbaugh, D. L., & Beatty, S. E. (2007). The positive and negative effects of switching costs on relational outcomes. Journal of Service Research, 9(4), 335-355. Jöreskog, K. G. & Sörbom, D. S. (1993), LISREL 8, A Guide to the Program and Application. Chicago, IL: SPSS Inc. Jung, W., & Kwon, Y. (2015). Differences between LTE and 3G service customers: Business and policy implications. Telematics and Informatics, 32(4), 667-680. Kamaruddin, R., Osman, I., & Pei, C. A. C. (2012). Public transport services in Klang Valley: Customer expectations and its relationship using SEM. Procedia-Social and Behavioral Sciences, 36, 431-438. Kang, Y. S., & Lee, H. (2010). Understanding the role of an IT artifact in online service continuance: An extended perspective of user satisfaction. Computers in Human Behavior, 26(3), 353-364. Kannadhasan, M. (2015). Retail investors' financial risk tolerance and their risk-taking behaviour: The role of demographics as differentiating and classifying factors. IIMB Management Review, 27(3), 175-184. Karkin, N., & Janssen, M. (2014). Evaluating websites from a public value perspective: A review of Turkish local government websites. International Journal of Information Management, 34(3), 351-363. Kassim, N. M., & Abdullah, N. A. (2008). Customer loyalty in e‐commerce settings: An empirical study. Electronic Markets, 18(3), 275-290. Kassim, N., & Asiah Abdullah, N. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings: A cross cultural analysis. Asia Pacific Journal of Marketing and Logistics, 22(3), 351-371. Kaye, B. K., & Johnson, T. J. (1999). Research Methodology: Taming the Cyber Frontier Techniques for Improving Online Surveys. Social Science Computer Review, 17(3), 323-337. Keaveney, S. M. (1995). Customer switching behavior in service industries: An exploratory study. The Journal of Marketing, 59(2), 71-82. Kemp, A. H. (2005). Getting what you paid for: Quality of service and wireless connection to the Internet. International Journal of Information Management, 25(2), 107-115. Kim, C., Galliers, R. D., Shin, N., Ryoo, J. H., & Kim, J. (2012). Factors influencing Internet shopping value and customer repurchase intention. Electronic Commerce Research and Applications, 11(4), 374-387. Kim, D. J., Ferrin, D. L., & Rao, H. R. (2008). A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk, and their antecedents. Decision support systems, 44(2), 544-564. Kim, H. R. (2005). Developing an index of online customer satisfaction. Journal of Financial Services Marketing, 10(1), 49-64. Kim, H. W., Xu, Y., & Gupta, S. (2012). Which is more important in Internet shopping, perceived price or trust? Electronic Commerce Research and Applications, 11(3), 241-252. Kim, H. W., Xu, Y., & Koh, J. (2004). A comparison of online trust building factors between potential customers and repeat customers. Journal of the Association for Information Systems, 5(10), 392-420. Kim, J. H., Kim, M., & Kandampully, J. (2009). Buying environment characteristics in the context of e-service. European Journal of Marketing, 43(9/10), 1188-1204. Kim, J., Jin, B., & Swinney, J. L. (2009). The role of etail quality, e-satisfaction and e-trust in online loyalty development process. Journal of Retailing and Consumer Services, 16(4), 239-247. Kim, M. J., Chung, N., & Lee, C. K. (2011). The effect of perceived trust on electronic commerce: Shopping online for tourism products and services in South Korea. Tourism Management, 32(2), 256-265. Kim, M. K., Park, M. C., & Jeong, D. H. (2004). The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services. Telecommunications Policy, 28(2), 145-159. Kim, S., & Stoel, L. (2004). Dimensional hierarchy of retail website quality. Information & Management, 41(5), 619-633. Kim, W. G., Ma, X., & Kim, D. J. (2006). Determinants of Chinese hotel customers’e-satisfaction and purchase intentions. Tourism Management, 27(5), 890-900. Kim, W. G., Ng, C. Y. N., & Kim, Y. S. (2009). Influence of institutional DINESERV on customer satisfaction, return intention, and word-of-mouth. International Journal of Hospitality Management, 28(1), 10-17. Kim, W., Ok, C., & Canter, D. D. (2010). Contingency variables for customer share of visits to full-service restaurant. International Journal of Hospitality Management, 29(1), 136-147. Klemperer, P. (1987). Markets with consumer switching costs. The Quarterly Journal of Economics, 102(2), 375-394. Klemperer, P. (1995). Competition when consumers have switching costs: An overview with applications to industrial organization, macroeconomics, and international trade. The Review of Economic Studies, 62(4), 515-539. Kline, R. B. (1998). Software review: Software programs for structural equation modeling: AMOS, EQS, and LISREL. Journal of Psychoeducational Assessment, 16(4), 343-364. Kuhlmeier, D., & Knight, G. (2005). Antecedents to internet-based purchasing: A multinational study. International Marketing Review, 22(4), 460-473. Kushwaha, T., & Shankar, V. (2013). Are multichannel customers really more valuable? The moderating role of product category characteristics. Journal of Marketing, 77(4), 67-85. Kyoon Yoo, D., & Ah Park, J. (2007). Perceived service quality: Analyzing relationships among employees, customers, and financial performance. International Journal of Quality & Reliability Management, 24(9), 908-926. Lam, S. Y., Shankar, V., Erramilli, M. K., & Murthy, B. (2004). Customer value, satisfaction, loyalty, and switching costs: An illustration from a business-to-business service context. Journal of the Academy of Marketing Science, 32(3), 293-311. Law, R., & Leung, R. (2000). A study of airlines’ online reservation services on the Internet. Journal of Travel Research, 39(2), 202-211. Law, R., & Wong, J. (2003). Successful factors for a travel web site: Perceptions of on-line purchasers in Hong Kong. Journal of Hospitality & Tourism Research, 27(1), 118-124. Lee, H., Lee, Y., & Yoo, D. (2000). The determinants of perceived service quality and its relationship with satisfaction. Journal of Services Marketing, 14(3), 217-231. Lee, J., Lee, J., & Feick, L. (2001). The impact of switching costs on the customer satisfaction-loyalty link: Mobile phone service in France. Journal of Services Marketing, 15(1), 35-48. Lee, K. H., & Hyun, S. S. (2015). A model of behavioral intentions to follow online travel advice based on social and emotional loneliness scales in the context of online travel communities: The moderating role of emotional expressivity. Tourism Management, 48, 426-438. Lee, Y. K., Lee, C. K., Lee, S. K., & Babin, B. J. (2008). Festivalscapes and patrons' emotions, satisfaction, and loyalty. Journal of Business Research, 61(1), 56-64. Leong, S. M., Ang, S. H., & Low, L. H. L. (1997). Effects of physical environment and locus of control on service evaluation: A replication and extension. Journal of Retailing and Consumer Services, 4(4), 231-237. Levesque, T., & McDougall, G. H. (1996). Determinants of customer satisfaction in retail banking. International Journal of Bank Marketing, 14(7), 12-20. Liang, T. P., Lai, H. J., & Ku, Y. C. (2006). Personalized content recommendation and user satisfaction: Theoretical synthesis and empirical findings. Journal of Management Information Systems, 23(3), 45-70. Liao, C., Chen, J. L., & Yen, D. C. (2007). Theory of planning behavior (TPB) and customer satisfaction in the continued use of e-service: An integrated model. Computers in Human Behavior, 23(6), 2804-2822. Lichtenstein, D. R., Bloch, P. H., & Black, W. C. (1988). Correlates of price acceptability. Journal of Consumer Research, 15(2), 243-252. Lichtenstein, D. R., Ridgway, N. M., & Netemeyer, R. G. (1993). Price perceptions and consumer shopping behavior: A field study. Journal of Marketing Research, 30(2), 234-245. Lim, H., & Dubinsky, A. J. (2004). Consumers' perceptions of e-shopping characteristics: An expectancy-value approach. Journal of Services Marketing, 18(7), 500-513. Lim, N. (2003). Consumers’ perceived risk: Sources versus consequences. Electronic Commerce Research and Applications, 2(3), 216-228. Lin, C. S., Wu, S., & Tsai, R. J. (2005). Integrating perceived playfulness into expectation-confirmation model for web portal context. Information & Management, 42(5), 683-693. Lindgaard, G., & Dudek, C. (2003). What is this evasive beast we call user satisfaction? Interacting with Computers, 15(3), 429-452. Lin, H. F. (2008). Determinants of successful virtual communities: Contributions from system characteristics and social factors. Information & Management, 45(8), 522-527. Liu, I. F., Chen, M. C., Sun, Y. S., Wible, D., & Kuo, C. H. (2010). Extending the TAM model to explore the factors that affect Intention to Use an Online Learning Community. Computers & Education, 54(2), 600-610. Liu, J. N., & Zhang, E. Y. (2014). An investigation of factors affecting customer selection of online hotel booking channels. International Journal of Hospitality Management, 39, 71-83. Li, X., & Hitt, L. M. (2010). Price effects in online product reviews: An analytical model and empirical analysis. MIS Quarterly, 34(4), 809-831. Lovelock, C., & Gummesson, E. (2004). Whither services marketing? In search of a new paradigm and fresh perspectives. Journal of Service Research, 7(1), 20-41. Lynn Selby Coker, B., Jeremy Ashill, N., & Hope, B. (2011). Measuring Internet product purchase risk. European Journal of Marketing, 45(7/8), 1130-1151. MacKinnon, D. P., Lockwood, C. M., Hoffman, J. M., West, S. G., & Sheets, V. (2002). A comparison of methods to test mediation and other intervening variable effects. Psychological Methods, 7(1), 83-104. Maignan, I., & Lukas, B. A. (1997). The nature and social uses of the Internet: A qualitative investigation. Journal of Consumer Affairs, 31(2), 346-371. Mano, H., & Oliver, R. L. (1993). Assessing the dimensionality and structure of the consumption experience: Evaluation, feeling, and satisfaction. Journal of Consumer Research, 20,451-466. Mansfeld, Y. (2006). The role of security information in tourism crisis management: The missing link. Tourism, Security and Safe (pp. 271-290). Oxford: Butterworth-Heinemann. Martin, J., Mortimer, G., & Andrews, L. (2015). Re-examining online customer experience to include purchase frequency and perceived risk. Journal of Retailing and Consumer Services, 25, 81-95. Martins, C., Oliveira, T., & Popovič, A. (2014). Understanding the Internet banking adoption: A unified theory of acceptance and use of technology and perceived risk application. International Journal of Information Management, 34(1), 1-13. Mathwick, C., Malhotra, N., & Rigdon, E. (2001). Experiential value: Conceptualization, measurement and application in the catalog and Internet shopping environment. Journal of Retailing, 77(1), 39-56. Maute, M. F., & Forrester, W. R. (1993). The structure and determinants of consumer complaint intentions and behavior. Journal of Economic Psychology, 14(2), 219-247. Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An integrative model of organizational trust. Academy of Management Review, 20(3), 709-734. McCole, P., Ramsey, E., & Williams, J. (2010). Trust considerations on attitudes towards online purchasing: The moderating effect of privacy and security concerns. Journal of Business Research, 63(9), 1018-1024. McDonald, R. P., & Ho, M. H. R. (2002). Principles and practice in reporting structural equation analyses. Psychological Methods, 7(1), 64-82. Methlie, L. B., & Nysveen, H. (1999). Loyalty of on-line bank customers. Journal of Information Technology, 14(4), 375-386. Meuter, M. L., Ostrom, A. L., Roundtree, R. I., & Bitner, M. J. (2000). Self-service technologies: Understanding customer satisfaction with technology-based service encounters. Journal of Marketing, 64(3), 50-64. Mills, J. E., & Morrison, A. M. (2003). Measuring customer satisfaction with online travel. In A. J. Frew, M. Hitz, & P. O'Connor (Eds.), Information and communication technologiesin tourism (pp. 11-28). New York: Springer-Wien. Mitchell, V. W. (1999). Consumer perceived risk: Conceptualisations and models. European Journal of marketing, 33(1/2), 163-195. Moore, M., & Carpenter, J. (2006). The effect of price as a marketplace cue on retail patronage. Journal of Product & Brand Management, 15(4), 265-271. Mossholder, K. W., Bennett, N., Kemery, E. R., & Wesolowski, M. A. (1998). Relationships between bases of power and work reactions: The mediational role of procedural justice. Journal of Management, 24(4), 533-552. Mouakket, S., & Al-hawari, M. A. (2012). Examining the antecedents of e-loyalty intention in an online reservation environment. The Journal of High Technology Management Research, 23(1), 46-57. Mueller, S., & Szolnoki, G. (2010). The relative influence of packaging, labelling, branding and sensory attributes on liking and purchase intent: Consumers differ in their responsiveness. Food Quality and Preference, 21(7), 774-783. Murray, K. B. (1991). A test of services marketing theory: Consumer information acquisition activities. The Journal of Marketing, 55(1), 10-25. Murray, K. B., & Schlacter, J. L. (1990). The impact of services versus goods on consumers’ assessment of perceived risk and variability. Journal of the Academy of Marketing Science, 18(1), 51-65. Namkung, Y., & Jang, S. (2007). Does food quality really matter in restaurants? Its impact on customer satisfaction and behavioral intentions. Journal of Hospitality & Tourism Research, 31(3), 387-409. 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. Nepomuceno, M. V., Laroche, M., & Richard, M. O. (2014). How to reduce perceived risk when buying online: The interactions between intangibility, product knowledge, brand familiarity, privacy and security concerns. Journal of Retailing and Consumer Services, 21(4), 619-629. Nikbin, D., Ismail, I., & Marimuthu, M. (2012). The impact of causal attributions on customer satisfaction and switching intention: Empirical evidence from the airline industry. Journal of Air Transport Management, 25, 37-39. Nimako, S. G., Ntim, B. A., & Mensah, A. F. (2014). Effect of mobile number portability adoption on consumer switching intention. International Journal of Marketing Studies, 6(2), 117-134. Nunnally, J. C. (1978). Psychometric Theory (2nd Ed.). New York, NY: McGraw-Hill Inc. Oh, H. (2000). The effect of brand class, brand awareness, and price on customer value and behavioral intentions. Journal of Hospitality & Tourism Research, 24(2), 136-162. Oliver, R. L. (1977). Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. Journal of Applied Psychology, 62(4), 480-486. Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460-469. Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing: A Quarterly Publication of the American Marketing Association, 63(4), 33-44. Oliver, R. L. (2014). Satisfaction: A behavioural perspective on the consumer. New York: McGraw-Hill. Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Understanding customer expectations of service. Sloan Management Review, 32(3), 39-48. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. The Journal of Marketing, 49, 41-50. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: Amultiple item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12- 40. Park, J. W., Robertson, R., & Wu, C. L. (2004). The effect of airline service quality on passengers’ behavioural intentions: A Korean case study. Journal of Air Transport Management, 10(6), 435-439. Patterson, P. G., & Smith, T. (2003). A cross-cultural study of switching barriers and propensity to stay with service providers. Journal of Retailing, 79(2), 107-120. Pavlou, P. A. (2003). Consumer acceptance of electronic commerce: Integrating trust and risk with the technology acceptance model. International Journal of Electronic Commerce, 7(3), 101-134. Pavlou, P. A., Liang, H., & Xue, Y. (2006). Understanding and mitigating uncertainty in online environments: A principal-agent perspective. MIS Quarterly, 31(1), 105-136. Peter, J. P., & Ryan, M. J. (1976). An investigation of perceived risk at the brand level. Journal of Marketing Research, 13(2), 184-188. Peter, J. P., & Tarpey Sr, L. X. (1975). A comparative analysis of three consumer decision strategies. Journal of Consumer Research, 2(1), 29-37. Peterson, R. A., Balasubramanian, S., & Bronnenberg, B. J. (1997). Exploring the implications of the Internet for consumer marketing. Journal of the Academy of Marketing Science, 25(4), 329-346. Petter, S., DeLone, W., & McLean, E. (2008). Measuring information systems success: Models, dimensions, measures, and interrelationships. European Journal of Information Systems, 17(3), 236-263. Petter, S., & McLean, E. R. (2009). A meta-analytic assessment of the DeLone and McLean IS success model: An examination of IS success at the individual level. Information & Management, 46(3), 159-166. Ping, R. A. (1993). The effects of satisfaction and structural constraints on retailer exiting, voice, loyalty, opportunism, and neglect. Journal of Retailing, 69(3), 320-352. Pires, G., Stanton, J., & Eckford, A. (2004). Influences on the perceived risk of purchasing online. Journal of Consumer Behaviour, 4(2), 118-131. Pizam, A., & Milman, A. (1993). Predicting satisfaction among first time visitors to a destination by using the expectancy disconfirmation theory. International Journal of Hospitality Management, 12(2), 197-209. Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879-903. Podsakoff, P. M., & Organ, D. W. (1986). Self-reports in organizational research: Problems and prospects. Journal of Management, 12(4), 531-544. Porter, M. E. (1980). Competitive strategy: Techniques for analyzing industries and competition. New York: ME Porter. Qiu, H., Ye, B. H., Bai, B., & Wang, W. H. (2015). Do the roles of switching barriers on customer loyalty vary for different types of hotels? International Journal of Hospitality Management, 46, 89-98. Raab, C., Mayer, K., Kim, Y. S., & Shoemaker, S. (2009). Price-sensitivity measurement: A tool for restaurant menu pricing. Journal of Hospitality & Tourism Research, 33(1), 93-105. Ranaweera, C., & Prabhu, J. (2003). The influence of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting. International Journal of Service Industry Management, 14(4), 374-395. Ranganathan, C., & Ganapathy, S. (2002). Key dimensions of business-to-consumer web sites. Information & Management, 39(6), 457-465. Reichheld, F. P., & Sasser, W. E. (1990). Zero defeciions: Quoliiy comes to services. Harvard Business Review, 68(5), 105-111. Ribbink, D., Van Riel, A. C., Liljander, V., & Streukens, S. (2004). Comfort your online customer: Quality, trust and loyalty on the internet. Managing Service Quality: An International Journal, 14(6), 446-456. Richard, M. O. (2005). Modeling the impact of internet atmospherics on surfer behavior. Journal of Business Research, 58(12), 1632-1642. Rittichainuwat, B. N., & Chakraborty, G. (2009). Perceived travel risks regarding terrorism and disease: The case of Thailand. Tourism Management, 30(3), 410-418. Rogers, E. (2003). Diffusion of Innovations (5th ed). New York: Free Press. Rong-Da Liang, A., Lee, C. L., & Tung, W. (2014). The role of sunk costs in online consumer decision-making. Electronic Commerce Research and Applications, 13(1), 56-68. Roszkowski, M. J., Snelbecker, G. E., & Leimberg, S. R. (1993). Risk tolerance and risk aversion. The Tools and Techniques of Financial Planning, 4, 213-225. Ruiz-Molina, M. E., Gil-Saura, I., & Šeric, M. (2013). The use of ICT in established and emerging tourist destinations: A comparative analysis in hotels. Journal of Hospitality and Tourism Technology, 4(2), 96-118. Salam, A. F., Rao, H. R., & Pegels, C. C. (2003). Consumer-perceived risk in e-commerce transactions. Communications of the ACM, 46(12), 325-331. Sambandam, R., & Lord, K. R. (1995). Switching behavior in automobile markets: A consideration-sets model. Journal of the Academy of Marketing Science, 23(1), 57-65. Santos, J. (2003). E-service quality: A model of virtual service quality dimensions. Managing Service Quality: An International Journal, 13(3), 233-246. Santouridis, I., Trivellas, P., & Reklitis, P. (2009). Internet service quality and customer satisfaction: Examining Internet banking in Greece. Total Quality Management, 20(2), 223-239. Schaupp, L. C., Bélanger, F., & Fan, W. (2009). Examining the success of websites beyond e-commerce: An extension of the IS success model. The Journal of Computer Information Systems, 49(4), 42-52. Schaupp, L. C., Carter, L., & McBride, M. E. (2010). E-file adoption: A study of US taxpayers’ intentions. Computers in Human Behavior, 26(4), 636-644. Schmidt, S., Cantallops, A. S., & dos Santos, C. P. (2008). The characteristics of hotel websites and their implications for website effectiveness. International Journal of Hospitality Management, 27(4), 504-516. Selnes, F., & Gronhaug, K. (1997). When Does it Pay-off to Exceed Customers’ Expectations: The Importance of Differentiating Should and Could-Expectations. Arbeitspapier, School of Marketing, Norwegian School of Management, Oslo. Shang, R. A., Chen, Y. C., & Liao, H. J. (2006). The value of participation in virtual consumer communities on brand loyalty. Internet Research, 16(4), 398-418. Shergill, G. S., & Chen, Z. (2005). Web-based shopping: Consumers’ attitudes towards online shopping in New Zealand. Journal of Electronic Commerce Research, 6(2), 79-94. Shimp, T. A., & Bearden, W. O. (1982). Warranty and other extrinsic cue effects on consumers' risk perceptions. Journal of Consumer Research, 9(1), 38-46. Shin, D. H., & Kim, W. Y. (2007). Mobile number portability on customer switching behavior: In the case of the Korean mobile market. Info, 9(4), 38-54. Shin, D. H., & Kim, W. Y. (2008). Forecasting customer switching intention in mobile service: An exploratory study of predictive factors in mobile number portability. Technological Forecasting and Social Change, 75(6), 854-874. Shin, J. I., Chung, K. H., Oh, J. S., & Lee, C. W. (2013). The effect of site quality on repurchase intention in Internet shopping through mediating variables: The case of university students in South Korea. International Journal of Information Management, 33(3), 453-463. Shi, W. H., Wu, Z. H. O. U., & Liu, J. Y. (2010). Analysis of the influencing factors of users' switching intention in the context of one-way mobile number portability. The Journal of China Universities of Posts and Telecommunications, 17, 112-117. Siddiqi, K. O. (2011). Interrelations between service quality attributes, customer satisfaction and customer loyalty in the retail banking sector in Bangladesh. International Journal of Business and Management, 6(3), 12-36. Siegrist, M., & Cousin, M. E. (2009). Expectations influence sensory experience in a wine tasting. Appetite, 52(3), 762-765. Simpson, L., & Lakner, H. B. (1993). Perceived risk and mail order shopping for apparel. Journal of Consumer Studies & Home Economics, 17(4), 377-389. Sobel, M. E. (1982). Asymptotic confidence intervals for indirect effects in structural equation models. Sociological Methodology, 13(1982), 290-312. Song, H., van der Veen, R., Li, G., & Chen, J. L. (2012). The Hong Kong tourist satisfaction index. Annals of Tourism Research, 39(1), 459-479. Song, J., Baker, J., Lee, S., & Wetherbe, J. C. (2012). Examining online consumers’ behavior: A service-oriented view. International Journal of Information Management, 32(3), 221-231. Sönmez, S. F., & Graefe, A. R. (1998). Determining future travel behavior from past travel experience and perceptions of risk and safety. Journal of Travel Research, 37(2), 171-177. Soteriou, A. C., & Chase, R. B. (1998). Linking the customer contact model to service quality. Journal of Operations Management, 16(4), 495-508. Spann, M., Skiera, B., & Schäfers, B. (2004). Measuring individual frictional costs and willingness-to-pay via name-your-own-price mechanisms. Journal of Interactive Marketing, 18(4), 22-36. Spann, M., & Tellis, G. J. (2006). Does the Internet promote better consumer decisions? The case of name-your-own-price auctions. Journal of Marketing, 70(1), 65-78. Stewart, K. (1998). An exploration of customer exit in retail banking. International Journal of Bank Marketing, 16(1), 6-14. Stone, R. N., & Grønhaug, K. (1993). Perceived risk: Further considerations for the marketing discipline. European Journal of Marketing, 27(3), 39-50. Sun, J. (2014). How risky are services? An empirical investigation on the antecedents and consequences of perceived risk for hotel service. International Journal of Hospitality Management, 37, 171-179. Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2002). The relationship between service quality and customer satisfaction-a factor specific approach. Journal of Services Marketing, 16(4), 363-379. Sweeney, J. C., Soutar, G. N., & Johnson, L. W. (1999). The role of perceived risk in the quality-value relationship: A study in a retail environment. Journal of Retailing, 75(1), 77-105. Tan, F. B., & Sutherland, P. (2004). Online consumer trust: A multi-dimensional model. Journal of Electronic Commerce in Organizations (JECO), 2(3), 40-58. Tanford, S., Raab, C., & Kim, Y. S. (2012). Determinants of customer loyalty and purchasing behavior for full-service and limited-service hotels. International Journal of Hospitality Management, 31(2), 319-328. Teo, T. S., & Liu, J. (2007). Consumer trust in e-commerce in the United States, Singapore and China. Omega, 35(1), 22-38. Teo, T. S., Srivastava, S. C., & Jiang, L. (2008). Trust and electronic government success: An empirical study. Journal of Management Information Systems, 25(3), 99-132. Terwiesch, C., Savin, S., & Hann, I. H. (2005). Online haggling at a name-your-own-price retailer: Theory and application. Management Science, 51(3), 339-351. Tsiakis, T. (2012). Consumers’ Issues and Concerns of Perceived Risk of Information Security in Online Framework. The Marketing Strategies. Procedia-Social and Behavioral Sciences, 62, 1265-1270. Tsai, W. H., Shaw, M. J., Fan, Y. W., Liu, J. Y., Lee, K. C., & Chen, H. C. (2011). An empirical investigation of the impacts of internal/external facilitators on the project success of ERP: A structural equation model. Decision Support Systems, 50(2), 480-490. Tse, D. K., & Wilton, P. C. (1988). Models of consumer satisfaction formation: An extension. Journal of Marketing Research, 25(2), 204-212. Tyron, W. W (1994). Expectations. V.S Ramachandran (Ed). Encyclopedia of Human Behavior (2nd). San Diego: CA Accademia. Udo, G. J., Bagchi, K. K., & Kirs, P. J. (2010). An assessment of customers’e-service quality perception, satisfaction and intention. International Journal of Information Management, 30(6), 481-492. Van Noort, G., Kerkhof, P., & Fennis, B. M. (2008). The persuasiveness of online safety cues: The impact of prevention focus compatibility of Web content on consumers’ risk perceptions, attitudes, and intentions. Journal of Interactive Marketing, 22(4), 58-72. Vatanasombut, B., Stylianou, A. C., & Igbaria, M. (2004). How to retain online customers. Communications of the ACM, 47(6), 64-70. Vázquez‐Carrasco, R., & Foxall, G. R. (2006). Positive vs. negative switching barriers: The influence of service consumers' need for variety. Journal of Consumer Behaviour, 5(4), 367-379. Venkatesh, V., Chan, F. K., & Thong, J. Y. (2012). Designing e-government services: Key service attributes and citizens’ preference structures. Journal of Operations Management, 30(1), 116-133. Völckner, F., & Hofmann, J. (2007). The price-perceived quality relationship: A meta-analytic review and assessment of its determinants. Marketing Letters, 18(3), 181-196. Wang, C. L., Zhang, Y., Ye, L. R., & Nguyen, D. D. (2005). Subscription to fee-based online services: What makes consumer pay for online content? Journal of Electronic Commerce Research, 6(4), 304. Wangenheim, F. V. (2003). Situational characteristics as moderators of the satisfaction-loyalty link: An investigation in a business-to-business context. Journal of Consumer Satisfaction Dissatisfaction and Complaining Behavior, 16, 145-156. Wang, L., Law, R., Guillet, B. D., Hung, K., & Fong, D. K. C. (2015). Impact of hotel website quality on online booking intentions: ETrust as a mediator. International Journal of Hospitality Management, 47, 108-115. Wang, S., Beatty, S. E., & Foxx, W. (2004). Signaling the trustworthiness of small online retailers. Journal of Interactive Marketing, 18(1), 53-69. Wang, Y. J., Hernandez, M. D., & Minor, M. S. (2010). Web aesthetics effects on perceived online service quality and satisfaction in an e-tail environment: The moderating role of purchase task. Journal of Business Research, 63(9), 935-942. Wang, Y. S. (2008). Assessing e‐commerce systems success: A respecification and validation of the DeLone and McLean model of IS success. Information Systems Journal, 18(5), 529-557. Wang, Y. S., & Liao, Y. W. (2008). Assessing eGovernment systems success: A validation of the DeLone and McLean model of information systems success. Government Information Quarterly, 25(4), 717-733. Webster, C. (1989). Can consumers be segmented on the basis of their service quality expectations? Journal of Services Marketing, 3(2), 35-53. Weerakkody, V., El-Haddadeh, R., Al-Sobhi, F., Shareef, M. A., & Dwivedi, Y. K. (2013). Examining the influence of intermediaries in facilitating e-government adoption: An empirical investigation. International Journal of Information Management, 33(5), 716-725. Wen, I. (2012). An empirical study of an online travel purchase intention model. Journal of Travel & Tourism Marketing, 29(1), 18-39. Westaby, J. D. (2005). Behavioral reasoning theory: Identifying new linkages underlying intentions and behavior. Organizational Behavior and Human Decision Processes, 98(2), 97-120. Wicks, A. M., & Roethlein, C. J. (2009). A satisfaction-based definition of quality. The Journal of Business and Economic Studies, 15(1), 82-97. Williamson, O. E. (1975). Markets and hierarchies: Antitrust analysis and implications. New York: The Free Press. Wixom, B. H., & Todd, P. A. (2005). A theoretical integration of user satisfaction and technology acceptance. Information Systems Research, 16(1), 85-102. Wong, I. A., & Dioko, L. D. A. (2013). Understanding the mediated moderating role of customer expectations in the customer satisfaction model: The case of casinos. Tourism Management, 36, 188-199. Wong, J., & Law, R. (2005). Analysing the intention to purchase on hotel websites: A study of travellers to Hong Kong. International Journal of Hospitality Management, 24(3), 311-329. 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. Wu, C. H. J., Liao, H. C., Hung, K. P., & Ho, Y. H. (2013). Service guarantees in the hotel industry: Their effects on consumer risk and service quality perceptions. International Journal of Hospitality Management, 31(3), 757-763. Wu, K., Vassileva, J., Noorian, Z., & Zhao, Y. (2015). How do you feel when you see a list of prices? The interplay among price dispersion, perceived risk and initial trust in Chinese C2C market. Journal of Retailing and Consumer Services, 25, 36-46. Xu, J. D., Benbasat, I., & Cenfetelli, R. T. (2013). Integrating service quality with system and information quality: An empirical test in the e-service context. Mis Quarterly, 37(3), 777-794. Yang, H. E., Wu, C. C., & Wang, K. C. (2009). An empirical analysis of online game service satisfaction and loyalty. Expert Systems with Applications, 36(2), 1816-1825. Yang, Z., & Jun, M. (2002). Consumer perception of e-service quality: From internet purchaser and non-purchaser perspectives. Journal of Business Strategies, 19(1), 19-41. Yang, Q., Pang, C., Liu, L., Yen, D. C., & Tarn, J. M. (2015). Exploring consumer perceived risk and trust for online payments: An empirical study in China’s younger generation. Computers in Human Behavior, 50, 9-24. Yi, Y. (1990). A critical review of consumer satisfaction. Review of Marketing, 4(1), 68-123. Yi, Y. (1993). The determinants of consumer satisfaction: The moderating role of ambiguity. Advances in Consumer Research, 20(1), 502-506. Yi, Y., & La, S. (2004). What influences the relationship between customer satisfaction and repurchase intention? Investigating the effects of adjusted expectations and customer loyalty. Psychology & Marketing, 21(5), 351-373. Yousafzai, S. Y., Pallister, J. G., & Foxall, G. R. (2003). A proposed model of e-trust for electronic banking. Technovation, 23(11), 847-860. Yu, S. F. (2008). Price perception of online airline ticket shoppers. Journal of Air Transport Management, 14(2), 66-69. Yu, T. K., Lu, L. C., & Liu, T. F. (2010). Exploring factors that influence knowledge sharing behavior via weblogs. Computers in Human Behavior, 26(1), 32-41. Zeithaml, V. A. (1982). Consumer response to in-store price information environments. Journal of Consumer Research, 8(4), 357-369. Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. The Journal of Marketing, 52, 2-22. Zeithaml, V. A. (2000). Service quality, profitability, and the economic worth of customers: What we know and what we need to learn. Journal of the Academy of Marketing Science, 28(1), 67-85. Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1993). The nature and determinants of customer expectations of service. Journal of the Academy of Marketing Science, 21(1), 1-12. Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. The Journal of Marketing, 60(2), 31-46. Zeithaml, V.A., Bitner, M.J., Gremler, D.D. (2006). Services Marketing. Integrating Customer Focus Across the Firm(4th ed). New York : McGraw-Hill. Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: A critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362-375. Zeng, F., Hu, Z., Chen, R., & Yang, Z. (2009). Determinants of online service satisfaction and their impacts on behavioural intentions. Total Quality Management, 20(9), 953-969. Zhao, L., Lu, Y., Zhang, L., & Chau, P. Y. (2012). Assessing the effects of service quality and justice on customer satisfaction and the continuance intention of mobile value-added services: An empirical test of a multidimensional model. Decision Support Systems, 52(3), 645-656. Zhou, Z., Fang, Y., Vogel, D. R., Jin, X. L., & Zhang, X. (2012). Attracted to or locked in? Predicting continuance intention in social virtual world services. Journal of Management Information Systems, 29(1), 273-306.
網址部分 Caswell (2000),Women Enjoy E-Shopping Less Than Men, Available from:http://www.Ecommerce.com,日期:2015/8/21。 Chingang, N., D., & Lukong, P. (2010). Using the SERVQUAL model to assess service quality and customer satisfaction: An empirical study of grocery stores in Umeå. Available from:http://umu.diva-portal.org/smash/get/diva2:327600/FULLTEXT01.pdf,日期:2015/8/9。 Focus on Internet News & Data (2014),2014年3月底止台灣上網人口,Available from:http://www.find.org.tw/market_info.aspx?n_ID=8510,日期:2015/7/20。 IPSOS (2012),Travelers Road to Decision 2012,Available from:http://www.thinkwithgoogle.com/insights/library/studies/the-2012-traveler/,日期:2015/7/20。 Rheem (2010),Consumer Response to Travel Site Performance,Available from:http://www.akamai.de/dl/PCWConsumerWP Akamai FINAL.pdf,日期:2015/7/3。 Stefalo, T. (2011),Why Buy Wine Online,Available from: http://www.best4wine.co.uk/tag/buy-wine-online/page/2/,日期:2015/8/20。 黃識銘、方世榮、楊舒蜜(2010)。品牌利益對品牌忠誠度之影響-品牌關係品質與顧客關係品質的中介效果。管理與系統, 17(3),373-402。 邱皓政(2010)。「量化研究與統計分析」(第五版),台北:五南圖書公司。 資策會(2014),「2014年3月底止台灣上網人口」,取自http://www.find.org.tw/market_info.aspx?n_ID=8510,日期:2015/09/10 創市際(2014),「旅遊調查暨台灣旅遊相關網站使用概況」,創市際雙週刊第二十五期,取自http://news.ixresearch.com/?p=7574,日期:2015/09/16
|