跳到主要內容

臺灣博碩士論文加值系統

(44.210.83.132) 您好!臺灣時間:2024/05/22 23:19
字體大小: 字級放大   字級縮小   預設字形  
回查詢結果 :::

詳目顯示

: 
twitterline
研究生:吳騰彥
研究生(外文):Wu,Teng-Yen
論文名稱:虛實整合之消費行為模式之探討
論文名稱(外文):Integrated Online to Offline Consumer Behavior
指導教授:張怡秋張怡秋引用關係李宜昌李宜昌引用關係
指導教授(外文):Chang, I-ChiuLi, Yi-Chang
口試委員:溫嘉憲張睿詒吳帆蕭如淵
口試委員(外文):Wen, Chia-HsienChan, Ray-EWu, FanHsiao, Ju-Yuan
口試日期:2013-06-29
學位類別:博士
校院名稱:國立中正大學
系所名稱:資訊管理學系暨研究所
學門:電算機學門
學類:電算機一般學類
論文種類:學術論文
論文出版年:2013
畢業學年度:101
語文別:英文
論文頁數:138
中文關鍵詞:忠誠度認知價值虛實整合服務模式電子化忠誠度方案
外文關鍵詞:LoyaltyPerceived ValueOnline to OfflineE-loyalty program
相關次數:
  • 被引用被引用:6
  • 點閱點閱:1237
  • 評分評分:
  • 下載下載:72
  • 收藏至我的研究室書目清單書目收藏:1
面對網路經濟的蓬勃發展,亦驅使實體商店往虛實整合的發展,虛實整合的經營模式,以O2O的商業模式推展電子商務的程序創新服務,打破實體通路的距離及產品多樣化的限制。O2O聚焦在「將消費者從網路上帶到實體商店」,例如團購網(GROUPON)和YouBike。現今企業紛紛採用電子化忠誠度方案(e-loyalty program),透過確認消費者區隔,試圖提供不同之忠誠度方案使消費者具有誘因持續交易,希望達到積極吸引新消費者並留住現有消費者之目的。過去許多消費者行為研究已探討消費者認知價值與顧客忠誠度之關聯性。然而,以往相關研究對於認知價值並未有所區分。本研究認為在O2O服務模式,讓消費者可從線上獲得相關促銷訊息,進而刺激消費者至線下享受實體服務,其服務過程中消費者從接收訊息到享受實體服務,其階段過程中所產生之認知價值應有所區分。故此,本研究以物聯網(Internet of Things, IOT)產業為對象,探討虛實整合(Online to Offline,O2O) 服務模式與於消費者忠誠模式之間的互動關係。
本研究藉由文獻探討進行研究模式、假說與問項發展。研究方法採用問卷調查法,以YouBike平台使用者為對象,透過線上問卷方式進行問卷發放與蒐集,共計回收500份有效問卷,並以結構方程模式(structural equation modeling)驗證研究模式各變數間的因果關係。
研究結果發現在O2O科技創新服務模式中,企業或店家所推行之電子化忠誠度方案(e-loyalty program)型態對於消費者線下實際體驗或消費服務之認知價值有顯著的正向影響。此外,當消費者所獲得之價值高於換取價值所付出的金錢及精神之總合時,將會正向影響消費者對於服務之滿意度與信任,進而影響到忠誠度,研究結果對實務與學術理論面皆具有良好的啟示。

As O2O (online to offline) service model has developed prosperously these recent years, the model where consumers are brought from the Internet to physical stores is receiving more attention. Many business organizations want to increase consumer loyalty through e-loyalty programs, but the effectiveness of such method requires further clarification. Previous researches discussed the correlation between consumer perceived value and customer loyalty, but few of them distinguished significantly perceived value, particularly how consumers’ online perceived value affects offline value. In addition, though satisfaction and trust are expected to influence customer loyalty, only few researches have investigated deeply into how e-loyalty program affects customer loyalty. This study proposes an “integrated O2O consumer behavior model” to verify the relation between e-loyalty program, online and offline perceived values, satisfaction, trust and loyalty.
This study adopted the questionnaire survey method which, using YouBike platform users as subjects, distributed and collected questionnaires through online survey. A total of 500 valid questionnaires were collected. The structural equation modeling was used for verifying the causal relationship of variables between structural models.
The study proves that online and offline perceived values and e-loyalty program have significant impact on trust and satisfaction. On the other hand, trust and satisfaction influences directly loyalty. The results of the study specifically show that, to affect loyalty, online and offline perceived values and e-loyalty program must use trust and satisfaction. Based on these findings, this study recommends the e-loyalty programs provided by business organizations must have close positive correlation with consumers’ perceived value to form the psychological affections of “satisfaction” and “trust” so that consumers will transform their decision of single consumption to continuous purchase decision.

Chapter 1 Introduction 1
1.1 Background 1
1.2 Research Purposes 7
Chapter 2 Literature Review and Hypotheses Development 8
2.1 Online to Offline E-commerce 8
2.1.1. Introduction 8
2.1.2. Bottlenecks for offline physical shops 10
2.1.3. Current status and future trends of offline payments 11
2.1.4. The O2O cases in real life 13
2.2 Loyalty Program 15
2.2.1. Definition 15
2.2.2. The related research in IS field and hypothesis development 18
2.3 Perceived Value 19
2.3.1. Definition 19
2.3.2. The related research in IS field and hypothesis development 22
2.4 Customer Satisfaction 33
2.4.1 Definition 33
2.4.2 The related research in IS field and hypothesis development 36
2.5 Trust 41
2.5.1. Definition 41
2.5.2. The related research in IS field and hypothesis development 44
2.6 Loyalty 46
2.6.1. Definition and The Related Research in IS field 46
2.7 Research Framework and Hypotheses 53
Chapter 3 Research Methodology 55
3.1 Case Backgroud 55
3.2 Research Subjects and Data Collection 58
3.3 Instrument of Data Collection 58
3.3.1. Questionnaire Design 58
3.3.2. Measurements 59
3.4 .Statistic Method 67
3.4.1. Questionnaire Preparation 67
3.4.2. Estimation of Research Samples 68
3.4.3. Outlier Test 69
3.4.4. Data Normality Test 69
3.4.5. Confirmatory Factory Analysis (CFA) 69
3.4.6. Fitness Index 70
3.4.7. Validity Analysis 70
3.4.8. Reliability Test 72
3.4.9. Research Model and Hypothesis Testing 72
3.4.10. Cross Validation 73
Chapter 4 Results 74
4.1 Sample Characteristics 74
4.1.1 Demographic Data 74
4.1.2 YouBike Platform Usage 75
4.2 Measurement Model Assessment 77
4.2.1 Reliability 77
4.2.2 Outlier Test 82
4.2.3 Explorative Factor Analysis 89
4.2.4 Normality 91
4.2.5 Confirmatory Factor Analysis 92
4.3 Structural Model Assessment 98
4.3.1 Overall Model Fit 98
4.3.2 Hypotheses Testing 100
Chapter 5 Discussion 103
Chapter 6 Conclusion 106
6.1 Conclusion 106
6.2 Implications 107
6.2.1 Implications for Practice 107
6.2.2 Implications for Research 108
6.3 Limitation and Future Research Suggestion 109
Reference 111
Appendix 123

Anderson, E., & Weitz, B. (1989). Determinants of continuity in conventional industrial channel dyads. Marketing Science, 8(4), 310-323.
Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: findings from Sweden. The Journal of Marketing, 53-66.
Anderson, R. E. (1973). Consumer dissatisfaction: the effect of disconfirmed expectancy on perceived product performance. Journal of Marketing Research, 38-44.
Anderson, R. E., & Srinivasan, S. S. (2003). E-satisfaction and e-loyalty: A contingency framework. Psychology & Marketing, 20(2), 123-138.
Anderson, R. E., & Srinivasan, S. S. (2003). E‐satisfaction and e‐loyalty: A contingency framework. Psychology & Marketing, 20(2), 123-138.
Andreassen, T. W., & Lindestad, B. (1998). The effect of corporate image in the formation of customer loyalty. Journal of Service Research, 1(1), 82-92.
Assael, H. (1987). Consumer behavior and marketing action (Vol. 3): Kent Publishing Company Boston;.
Bagozzi, R. P. (1992). The self-regulation of attitudes, intentions, and behavior. Social Psychology Quarterly, 178-204.
Bailey, J. E., & Pearson, S. W. (1983). Development of a tool for measuring and analyzing computer user satisfaction. Management Science, 29(5), 530-545.
Bansal, H. S., Irving, P. G., & Taylor, S. F. (2004). A three-component model of customer to service providers. Journal of the Academy of Marketing Science, 32(3), 234-250.
Barnes, B. R., Fox, M. T., & Morris, D. (2004). Exploring the linkage between internal marketing, relationship marketing and service quality: A case study of a consulting organization. Total Quality Management & Business Excellence, 15(5-6), 593-601.
Bentler, P. M. (1980). Multivariate analysis with latent variables: Causal modeling. Annual Review of Psychology, 31(1), 419-456.
Bentler, P. M. (1983). Some contributions to efficient statistics in structural models: Specification and estimation of moment structures. Psychometrika, 48(4), 493-517.
Bentler, P. M., & Chou, C.-P. (1987). Practical issues in structural modeling. Sociological Methods & Research, 16(1), 78-117.
Berman, B. (2006). Developing an effective customer loyalty program. California Management Review, 49(1), 123-+.
Berman, B. (2006). Developing an effective customer loyalty program. California Management Review, 49(1), 123-148.
Bernardo, M., Marimon, F., & Alonso-Almeida, M. D. (2012). Functional quality and hedonic quality: A study of the dimensions of e-service quality in online travel agencies. Information & Management, 49(7-8), 342-347.
Blau, P. M. (1964). Exchange and power in social life: Transaction Publishers.
Bolton, R. N., Kannan, P. K., & Bramlett, M. D. (2000). Implications of loyalty program membership and service experiences for customer retention and value. Journal of the Academy of Marketing Science, 28(1), 95-108.
Bolton, R. N., & Lemon, K. N. (1999). A dynamic model of customers' usage of services: usage as an antecedent and consequence of satisfaction. Journal of Marketing Research, 171-186.
Browne, M. W., Cudeck, R., Bollen, K. A., & Long, J. S. (1993). Alternative ways of assessing model fit. Sage Focus Editions, 154, 136-136.
Byrne, B. M. (2010). Structural equation modeling with AMOS: Basic concepts, applications, and programming: Psychology Press.
Caruana, A. (2002). Service loyalty: the effects of service quality and the mediating role of customer satisfaction. European journal of marketing, 36(7/8), 811-828.
Castaneda, J. A., Rodriguez, M.A. and Luque, T. (2009). Attitudes’ hierarchy of effects in online user behavior. Online Information Review, Vol. 33(No1), pp. 7-21.
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, H. H., & Chen, S. W. (2009). Consumer perception of interface quality, security, and loyalty in electronic commerce. Information & Management, 46(7), 411-417.
Chang, H. H., & Wang, H. W. (2011). The moderating effect of customer perceived value on online shopping behaviour. Online Information Review, 35(3), 333-359.
Chang, H. H., Wang, Y. H., & Yang, W. Y. (2009). The impact of e-service quality, customer satisfaction and loyalty on e-marketing: Moderating effect of perceived value. Total Quality Management & Business Excellence, 20(4), 423-443.
Chen, M. F., & Wang, L. H. (2009). The moderating role of switching barriers on customer loyalty in the life insurance industry. Service Industries Journal, 29(8), 1105-1123.
Chen, P. T., & Hu, H. H. (2010). The effect of relational benefits on perceived value in relation to customer loyalty: An empirical study in the Australian coffee outlets industry. International Journal of Hospitality Management, 29(3), 405-412.
Chen, Z., & Dubinsky, A. J. (2003). A conceptual model of perceived customer value in e‐commerce: A preliminary investigation. Psychology & Marketing, 20(4), 323-347.
Chiou, J. S., Wu, L. Y., & Sung, Y. P. (2009). Buyer satisfaction and loyalty intention in online auctions Online auction web site versus online auction seller. Journal of Service Management, 20(5), 521-543.
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.
Chiu, H.-C., Hsieh, Y.-C., & Kao, C.-Y. (2005). Website quality and customer's behavioural intention: An exploratory study of the role of information asymmetry. Total Quality Management and Business Excellence, 16(2), 185-197.
Chong, A. Y. L. (2013). Predicting m-commerce adoption determinants: A neural network approach. Expert Systems with Applications, 40(2), 523-530.
Cronin Jr, 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.
Cyr, D., Kindra, G. S., & Dash, S. (2008). Web site design, trust, satisfaction and e-loyalty: the Indian experience. Online Information Review, 32(6), 773-790.
Czepiel, J. A., & Gilmore, R. (1987). Exploring the concept of loyalty in services. The services challenge: Integrating for competitive advantage, 91-94.
Deng, Z. H., Lu, Y. B., Wei, K. K., & Zhang, J. L. (2010). Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China. International Journal of Information Management, 30(4), 289-300.
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., Xia, W., & Torkzadeh, G. (1994). A confirmatory factor analysis of the end-user computing satisfaction instrument. Mis Quarterly, 453-461.
Doney, P. M., Cannon, J. P., & Mullen, M. R. (1998). Understanding the influence of national culture on the development of trust. Academy of management review, 23(3), 601-620.
Dorotic, M., Fok, D., Verhoef, P. C., & Bijmolt, T. H. A. (2011). Do vendors benefit from promotions in a multi-vendor loyalty program? Marketing Letters, 22(4), 341-356.
Dowling, G. R., & Uncles, M. (1997). Do customer loyalty programs really work? Sloan Management Review, 38(4), 71-&.
Eggert, A., & Ulaga, W. (2002). Customer perceived value: a substitute for satisfaction in business markets? Journal of Business & Industrial Marketing, 17(2/3), 107-118.
Fernandez-Sabiote, E., & Roman, S. (2012). Adding clicks to bricks: A study of the consequences on customer loyalty in a service context. Electronic Commerce Research and Applications, 11(1), 36-48.
Fishbein, M., & Ajzen, I. (1975). Belief, attitude, intention and behavior: An introduction to theory and research.
Flavian, C., Guinaliu, M., & Gurrea, R. (2006). The role played by perceived usability, satisfaction and consumer trust on website loyalty. Information & Management, 43(1), 1-14.
Fornell, C. (1992). A national customer satisfaction barometer: the Swedish experience. The Journal of Marketing, 6-21.
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.
Frederick, R. F., & Schefter, P. (2000). E-loyalty: your secret weapon on the web. Harvard Business Review, 78(4), 105-113.
Fuentes-Blasco, M., Saura, I. G., Berenguer-Contri, G., & Moliner-Velazquez, B. (2010). Measuring the antecedents of e-loyalty and the effect of switching costs on website. Service Industries Journal, 30(11), 1837-1852.
Gefen, D., Straub, D. W., & Boudreau, M.-C. (2000). Structural equation modeling and regression: Guidelines for research practice. Paper presented at the Communications of the association for information systems.
Gerbing, D. W., & Anderson, J. C. (1988). An updated paradigm for scale development incorporating unidimensionality and its assessment. Journal of Marketing Research, 186-192.
Grabner-Kraeuter, S. (2002). The role of consumers' trust in online-shopping. Journal of Business Ethics, 39(1-2), 43-50.
Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2010). Multivariate data analysis (Vol. 7): Prentice Hall Upper Saddle River, NJ.
Harris, L. C., & Goode, M. M. H. (2004). The four levels of loyalty and the pivotal role of trust: a study of online service dynamics. Journal of Retailing, 80(2), 139-158.
Heskett, J. L., & Sasser Jr, W. E. (2010). The service profit chain Handbook of Service Science (pp. 19-29): Springer.
Holbrook, M.B. (1996). Customer value: a framework for analysis and research. Advances in Consumer Research, 23, 138–142.
Hsin Chang, H. (2007). Critical factors and benefits in the implementation of customer relationship management. Total Quality Management, 18(5), 483-508.
Hunt, H. K. (1977). Conceptualization and measurement of consumer satisfaction and dissatisfaction: Marketing Science Institute.
Jin, B., Park, J. Y., & Kim, J. (2008). Cross-cultural examination of the relationships among firm reputation, e-satisfaction, e-trust, and e-loyalty. International Marketing Review, 25(3), 324-337.
Jones, T. O., & Sasser, W. E. (1995). Why satisfied customers defect. Harvard Business Review, 73, 88-88.
Kassim, N. M., & Abdullah, N. A. (2008). Customer Loyalty in e‐Commerce Settings: An Empirical Study. Electronic Markets, 18(3), 275-290.
Keller, L.K. (1993). Conceptualizing, measuring and managing customer-based brand equity. J Mark, 57 (1), pp. 1–22.
Kelley, T. L. (1939). The selection of upper and lower groups for the validation of test items. Journal of Educational Psychology, 30(1), 17-24.
Kim, D. J., Ferrin, D. L., & Rao, H. R. (2009). Trust and Satisfaction, Two Stepping Stones for Successful E-Commerce Relationships: A Longitudinal Exploration. Information Systems Research, 20(2), 237-257.
Kim, H., & Niehm, L. S. (2009). The Impact of Website Quality on Information Quality, Value, and Loyalty Intentions in Apparel Retailing. Journal of Interactive Marketing, 23(3), 221-233.
Kim, H. W., Chan, H. C., & Gupta, S. (2007). Value-based adoption of mobile internet: An empirical investigation. Decision Support Systems, 43(1), 111-126.
Kim, H. W., & Gupta, S. (2012). Investigating Customer Resistance to Change in Transaction Relationship with an Internet Vendor. Psychology & Marketing, 29(4), 257-269.
Kim, W. G., Jin-Sun, B., & Kim, H. J. (2008). Multidimensional Customer-Based Brand Equity and Its Consequences in Midpriced Hotels. Journal of Hospitality & Tourism Research, 32(2), 235-254.
Kline, R. B. (2010). Principles and practice of structural equation modeling: The Guilford Press.
Kotler, P. Marketing Management, 2000. The Millennium Edition. Prentice Hall.
Kotler, P. (2009). Marketing management: Pearson Education India.
Kumar, N., Scheer, L. K., & Steenkamp, J.-B. E. (1995). The effects of perceived interdependence on dealer attitudes. Journal of marketing research, 348-356.
Kumar, V. (2010). Customer relationship management: Wiley Online Library.
Lau, G. T., & Lee, S. H. (1999). Consumers' trust in a brand and the link to brand loyalty. Journal of Market-Focused Management, 4(4), 341-370.
Leenheer, J., van Heerde, H. J., Bijmolt, T. H. A., & Smidts, A. (2007). Do loyalty programs really enhance behavioral loyalty? An empirical analysis accounting for self-selecting members. International Journal of Research in Marketing, 24(1), 31-47.
Liao, C. C., Palvia, P., & Lin, H. N. (2006). The roles of habit and web site quality in e-commerce. International Journal of Information Management, 26(6), 469-483.
Liebermann, Y. (1999). Membership clubs as a tool for enhancing buyers' patronage. Journal of Business Research, 45(3), 291-297.
Liu, Y. P. (2007). The long-term impact of loyalty programs on consumer purchase behavior and loyalty. Journal of Marketing, 71(4), 19-35.
Loehlin, J. (1986). Latent variable models: An introduction to factor, path, and structural analysis: L. Erlbaum Associates Inc.
Lomax, R. G., & Schumacker, R. (2012). A beginner's guide to structural equation modeling: Routledge Academic.
Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An integrative model of organizational trust. Academy of Management Review, 709-734.
McDougall, G. H., & Levesque, T. (2000). Customer satisfaction with services: putting perceived value into the equation. Journal of Services Marketing, 14(5), 392-410.
McKinsey & Company. (2012, January). Internet for advanced developing countries contribute to - The case of Taiwan. Retrieved June 30, from http://www.slideshare.net/pirrer/ss-15686198.
McKnight, D. H., Choudhury, V., & Kacmar, C. (2002). Developing and validating trust measures for e-commerce: An integrative typology. Information Systems Research, 13(3), 334-359.
Meyer-Waarden, L., & Benavent, C. (2009). Grocery retail loyalty program effects: self-selection or purchase behavior change? Journal of the Academy of Marketing Science, 37(3), 345-358.
Mitchell, R. J. (1993). Path analysis: pollination. Design and analysis of ecological experiments. Chapman and Hall, New York, New York, USA, 211-231.
MOEA Department of Commerce. (2012, November). Taiwan e-commerce B2C online shop survey report.. Retrieved June 30, from http://ecommerce.org.tw/getDownload.php?autono=543.
Moorman, C., Zaltman, G., & Deshpande, R. (1992). Relationships Between Providers and Users of Market Research: The Dynamics of Trust. Journal of marketing research, 29, 314-328.
Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. The Journal of Marketing, 20-38.
Neal, W. D. (1999). Satisfaction is Nice, But Value Drives Loyalty: The most satisfied customer may not necessarily be the most loyal. Marketing research, 11, 21-24.
Nsakanda, A. L., Diaby, M., & Cao, Y. H. (2011). An aggregate inventory-based model for predicting redemption and liability in loyalty reward programs industry. Information Systems Frontiers, 13(5), 707-719.
O'Brien, L., & Jones, C. (1995). Do rewards really create loyalty? Harvard Business Review, 73, 75-75.
Oh, H. C. (1995). An empirical study of the relationship between restaurant image and customer loyalty.
Oliver Richard, L. (1997). Satisfaction: A behavioral perspective on the consumer. New York ˈ NY: Irwin-McGraw-Hill.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 460-469.
Oliver, R. L. (1981). Measurement and evaluation of satisfaction processes in retail settings. Journal of Retailing.
Oliver, R. L. (1997). Customer satisfaction: A behavioral perspective on the consumer. New York: McGraw-Hill.
Oliver, R. L. (1999). Whence consumer loyalty? The Journal of Marketing, 33-44.
Oliver, R. L., & DeSarbo, W. S. (1988). Response determinants in satisfaction judgments. Journal of Consumer Research, 495-507.
Overby, J. W., & Lee, E.-J. (2006). The effects of utilitarian and hedonic online shopping value on consumer preference and intentions. Journal of Business Research, 59(10), 1160-1166.
Pai, P. Y., & Tsai, H. T. (2011). How virtual community participation influences consumer loyalty intentions in online shopping contexts: an investigation of mediating factors. Behaviour & Information Technology, 30(5), 603-615.
Palvia, P. (2009). The role of trust in e-commerce relational exchange: A unified model. Information & Management, 46(4), 213-220.
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), 168-174.
Park, H. M. (2008). Univariate analysis and normality test using SAS, STATA, and SPSS. The University Information Technology Services (UITS) Center for Statistical and Mathematical Computing, Indiana University.
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. G., & Xue, Y. J. (2007). Understanding and mitigating uncertainty in online exchange relationships: A principal-agent perspective. Mis Quarterly, 31(1), 105-136.
Pearson, A., Tadisina, S., & Griffin, C. (2012). The Role of E-Service Quality and Information Quality in Creating Perceived Value: Antecedents to Web Site. Information Systems Management, 29(3), 201-215.
Petrick, J. F. (2002). Development of a multi-dimensional scale for measuring the perceived value of a service. Journal of Leisure Research, 34(2), 119-134.
Rampell, A. (2011). Why Online2Offline Commerce is a trillion dollar opportunity.
Ranaweera, C., McDougall, G., & Bansal, H. (2005). A model of online customer behavior during the initial transaction: moderating effects of customer characteristics. Marketing Theory, 5(1), 51-74.
Rauyruen, P., & Miller, K. E. (2007). Relationship quality as a predictor of B2B customer loyalty. Journal of Business Research, 60(1), 21-31.
Rintamäki, T., Kanto, A., Kuusela, H., & Spence, M. T. (2006). Decomposing the value of department store shopping into utilitarian, hedonic and social dimensions: evidence from Finland. International Journal of Retail & Distribution Management, 34(1), 6-24.
Rousseau, D. M., Sitkin, S. B., Burt, R. S., & Camerer, C. (1998). Not so different after all: A cross-discipline view of trust. Academy of Management Review, 23(3), 393-404.
San-Martin, S., & Camarero, C. (2012). A Cross-National Study on Online Consumer Perceptions, Trust, and Loyalty. Journal of Organizational Computing and Electronic Commerce, 22(1), 64-86.
Shankar, V., Smith, A. K., & Rangaswamy, A. (2003). Customer satisfaction and loyalty in online and offline environments. International Journal of Research in Marketing, 20(2), 153-175.
Sheth, J. N., Newman, B. I., & Gross, B. L. (1991). Consumption values and market choices: Theory and applications: South-Western Pub.
Shun, C., & Xu, Y. J. (2006). Effects of outcome, process and shopping enjoyment on online consumer behaviour. Electronic Commerce Research and Applications, 5(4), 272-281.
Singh, J., & Sirdeshmukh, D. (2000). Agency and trust mechanisms in consumer satisfaction and loyalty judgments. Journal of the Academy of Marketing Science, 28(1), 150-167.
Sirdeshmukh, D., Singh, J., & Sabol, B. (2002). Consumer trust, value, and loyalty in relational exchanges. The Journal of Marketing, 15-37.
Spreng, R. A., MacKenzie, S. B., & Olshavsky, R. W. (1996). A reexamination of the determinants of consumer satisfaction. The Journal of Marketing, 15-32.
Srinivasan, S. S., Anderson, R., & Ponnavolu, K. (2002). Customer loyalty in e-commerce: an exploration of its antecedents and consequences. Journal of Retailing, 78(1), 41-50.
Steenkamp, J. B. E. M., & Geyskens, I. (2006). How country characteristics affect the perceived value of web sites. Journal of Marketing, 70(3), 136-150.
Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing, 77(2), 203-220.
Tanford, S., Raab, C., & Kim, Y. S. (2011). The Influence of Reward Program Membership and Commitment on Hotel Loyalty. Journal of Hospitality & Tourism Research, 35(3), 279-307.
Tucker, L. R., & Lewis, C. (1973). A reliability coefficient for maximum likelihood factor analysis. Psychometrika, 38(1), 1-10.
Turel, O., Serenko, A., & Bontis, N. (2007). User acceptance of wireless short messaging services: Deconstructing perceived value. Information & Management, 44(1), 63-73.
Tuzovic, S. (2010). Frequent (flier) frustration and the dark side of word-of-web: exploring online dysfunctional behavior in online feedback forums. Journal of Services Marketing, 24(6), 446-457.
Wang, H. Y., & Wang, S. H. (2010). Predicting mobile hotel reservation adoption: Insight from a perceived value standpoint. International Journal of Hospitality Management, 29(4), 598-608.
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.
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.
Weiner, B. (1982). An attribution theory of motivation and emotion. Series in Clinical & Community Psychology: Achievement, Stress, & Anxiety.
Westbrook, R. A. (1981). Sources of consumer satisfaction with retail outlets. Journal of Retailing, 57(3), 68-85.
Wheaton, B. (1987). Assessment of fit in overidentified models with latent variables. Sociological Methods & Research, 16(1), 118-154.
Winer, R. S. (2001). Customer relationship management: a framework, research directions, and the future. Haas School of Business.
Wirtz, J., Mattila, A. S., & Lwin, M. O. (2007). How effective are loyalty reward programs in driving share of wallet? Journal of Service Research, 9(4), 327-334.
Woodruff, R. B. (1997). Customer value: the next source for competitive advantage. Journal of the Academy of Marketing Science, 25(2), 139-153.
Yang, K., & Lee, H.-J. (2010). Gender differences in using mobile data services: utilitarian and hedonic value approaches. Journal of Research in Interactive Marketing, 4(2), 142-156.
Yen, Y. S. (2010). Can perceived risks affect the relationship of switching costs and customer loyalty in e-commerce? Internet Research, 20(2), 210-224.
Yi, Y. (1990). A critical review of consumer satisfaction. Review of marketing, 4, 68-123.
Yi, Y. J., & Jeon, H. (2003). Effects of loyalty programs on value perception, program loyalty, and brand loyalty. Journal of the Academy of Marketing Science, 31(3), 229-240.
Yoon, Y. S., Lee, J. S., & Lee, C. K. (2010). Measuring festival quality and value affecting visitors' satisfaction and loyalty using a structural approach. International Journal of Hospitality Management, 29(2), 335-342.
Zahedi, F., Bansal, G., & Ische, J. (2010). Success Factors in Cooperative Online Marketplaces: Trust as the Social Capital and Value Generator in Vendors-Exchange Relationships. Journal of Organizational Computing and Electronic Commerce, 20(4), 295-327.
Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. The Journal of Marketing, 2-22.
Zhou, T., & Lu, Y. B. (2011a). Examining mobile instant messaging user loyalty from the perspectives of network externalities and flow experience. Computers in Human Behavior, 27(2), 883-889.
Zhou, T., & Lu, Y. B. (2011b). Examining Postadoption Usage of Mobile Services From a Dual Perspective of Enablers and Inhibitors. International Journal of Human-Computer Interaction, 27(12), 1177-1191.
Zhu, G., & Singh, C. (2012). Surveying students’ understanding of quantum mechanics in one spatial dimension. American Journal of Physics, 80, 252.


QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top