臺灣博碩士論文加值系統

因應科技發展，大多博物館選擇建置新型科技導覽提升服務品質，已蔚為趨勢，且博物館在新博物館學興起，以及各種新興的休閒活動競爭下，逐漸從文物轉向以人為中心。規劃能瞭解觀眾需求的博物館觀眾研究架構，以及釐清體驗價值的影響，博物館方能在設計科技導覽時，有合宜的規劃方向與流程。本研究依據上述研究目標分為兩階段研究。

第一階段融入使用者經驗的CUBI模型與服務藍圖，提出雙軌八元素的科技導覽設計模式；第二階段再進一步探討博物館的體驗價值與參觀滿意度、未來科技化使用意願的關係。經由前導的文獻探討與田野調查，發展針對現有科技展示的參觀滿意度量表和未來科技化使用意願量表，並在文物展視室舉辦示範點活動，共收集1279份有效問卷。

研究結果發現，趣味價值和教育價值透過參觀滿意度間接影響未來科技化使用意願，而社會價值則能直接影響未來科技化使用意願。據此提出五項整體分析建議；一、引入適地化服務前，需確保博物館資訊環境暢通；二、從科技展示類型與展品偏好設計科技導覽項目；三、雙軌八元素設計模式可作為博物館觀眾研究的參考程序；四、體驗價值為提升觀眾對科技展示滿意度的指標；五、考量社會價值來設計科技導覽項目。

With the constant innovations of technologies and popularity of wearable mobile devices, in recent years, museum around the world have gradually added a technological guide for visitors. Meanwhile, with the development of an experiential economy, museums have changed their focus from archiving and educational function-oriented operations to consider the experience of tourists. Therefore, in order to respond to the developmental trend of museums and improve tourists’ visit quality; it is necessary to understand the effect of the experiential value.

This study is divided into two parts. First, investigate users’ intention and needs to propose technological guide design strategies, and such studies are more inclined to theoretical investigations. The second stage will further explore the relationship among the experiential value of the museum and the visit satisfaction and the technicalization adoption. This study is through the literature review and field investigation to develop the questionnaire, and in the cultural relics exhibition room demonstration site activities to collect 1279 valid questionnaires.

The results show that the hedonic value and educational value indirectly affect the technicalization adoption through the visit satisfaction, and social value can directly affect the technicalization adoption. Based on the proposed five overall analysis of the proposed recommendations; First, the introduction of appropriate services to ensure that the museum information environment is smooth; Second, from the technology display type and exhibits preferences design technology tour project; Third, the two-track and eight elements design model can be used as a museum audience Of the reference process; Fourth, the experiential value could be the indicators to enhance the audience's satisfaction with the scientific and technological; Fifth, consider the social value to design the technology navigation projects.

目錄
第一章 緒論 1
第一節 研究緣起與動機 1
第二節 研究目的與研究問題 4
第三節 研究流程 5
第四節 名詞釋義 6
第二章 文獻探討 9
第一節 博物館觀眾研究 9
第二節 科技導覽設計流程與方法 12
第三節 體驗價值及其相關研究 25
第四節 參觀滿意度 32
第五節 未來科技化使用意願 34
第六節 體驗價值、參觀滿意度、未來科技化使用意願相關研究之探討 36
第三章 研究設計 39
第一節 階段一：融入使用者經驗的科技導覽設計模式 40
第二節 階段二：博物館體驗價值、參觀滿意度、未來科技化使用意願之關係 48
第四章 研究結果與討論 59
第一節 階段一：融入使用者經驗的科技導覽設計模式 59
第二節 階段二：博物館體驗價值、參觀滿意度、未來科技化使用意願之關係 84
第五章 結論與建議 103
第六章 參考文獻 107
附錄一、研究問卷 119
附錄二、寬頻連通性測量數據 125
附錄三、展品觸及次數記錄列表 135
附錄四、追蹤觀察觀眾記錄列表 138

參考文獻
壹、中文部分
Anik Meunier (2011) 。子題四 教育性展示之研究與實務。美術館為兒童觀眾策劃展覽的實務與原則綜觀研究。2011第六屆美術館教育國際研討會—從傳遞觀念到促進互動博物館的學習空間(165頁)，台北市：台北市立美術館。
王月鶯、徐永億(2015)。大專生學參與休閒獨木舟活動體驗價值、滿意度與忠誠度之研究。運動健康休閒學報，(6)，228-240。
王伯宇、吳勤榮、潘寶石(2006)。大學院校學生對攀岩課程滿意度與再參與態度之研究。嘉大體育健康休閒期刊，(5)，86-95。
王育英、梁曉鶯譯(2000)。體驗行銷，經典傳訊。(原著：Bernd H. Schmitt(2000). Experiential Marketing: how to get customers to sense, feel, think, act, and relate to your company and brand)
田潔菁、林詠能(2009)。博物館的本質價值與評量──以英國為例。博物館學季刊，23(4)，101-111。
黃智琪、許義忠(2009)。博物館觀眾研究分析-1992~2006。運動與遊憩研究，3(3)，97-114。
殷寶寧(2012)。大學生博物館經驗初探：以觀眾認同與服務品質為核心。文資學報，(7)，47-81。
陳永源 (2000)。博物館與研究發展。載於黃光男(主編)，博物館之營運與實務—以國立歷史博物館為例(頁23-42)。台北市:史博館。
李茂能 (2009)。圖解AMOS在學術研究之應用。台北市：五南。
陳寬裕、王正華(2010)。論文統計分析實務: SPSS與AMOS的運用。台北市：五南。
林傑斌、張一岑、張太平(2009)。Amos結構方程模式概論與實作。台北市：松崗資產管理。
林崇宏(2012)。工業設計論:產品美學設計與創新方法的探討。新北市:全華圖書。
朱永蕙、劉嘉麒(2016)。體驗行銷、體驗價值、滿意度與再購意願之研究－以C-Bike為例。島嶼觀光研究，9(3)，53-74。
何舒軒、宋同正(2014)。綜論服務設計學術研究發展。設計學報，19(2)，53-74。
吳姿音(2014)。以體驗行銷觀點探討體驗價值、顧客滿意度與忠誠度關係－以景觀餐廳為例。中州管理與人文科學學刊，2(2)，71-96。
吳淑華(2004)。展示構成與觀眾行為之研究：以台灣鐵道之旅特展為例。科技博物，8(3)，3-31。
吳淑華(2006)。論博物館展示空間構成要素之面面觀。科技博物，10(3)，65-85。
吳紹群(2014)。博物館多媒體互動展之海外展覽觀眾滿意度研究。博物館學季刊，28(4)，93-120。
宋曜廷、張國恩、于文正(2006)。行動載具在博物館學習的應用:促進[人—機—境] 互動的設計。博物館學季刊，20(1)，17-34。
李宜曄、林詠能(2008)。十三行博物館導覽服務滿意度與重遊意願研究。博物館學季刊，22(1)，93-106。
李明儒、陳雅捷(2010)。島嶼遊客體驗價值，滿意度以及重遊意願之研究-以澎湖吉貝嶼、七美嶼為例。休閒產業管理學刊，3(1)，1-18。
杜瑞澤、辜榆蘋(2014)。以台灣氣球博物館探討遊客體驗滿意度之調查研究。文化創意產業研究學報，4(1)，1-6。
沈進成、林宜欣、葉語瑄、林秀珊(2011)。休閒漁業顧客認知價值、體驗、旅遊意象與忠誠度關係之研究－以布袋漁港為例。島嶼觀光研究，4(1)，33-52。
沈慶龍、張正昌(2008)。探討體驗價值的前因因子及其對顧客滿意度之影響。行銷評論，5(4)，575-602。
周天穎、賴玉真、杜雅齡(2005)。國際智慧城市發展指標與評比機制。國土及公共治理季刊，3(2)，8-18。
周秀蓉、黃琪淳、陳怡君、嚴素娟、羅詠蓁(2008)。休閒體驗與知覺價值對購買意願之影響－以夢時代購物中心為例。商業現代化學刊，4(3)，29-41。
林國平(2009)。博物館科技應用前瞻分析—從Horizon Report談起。博物館學季刊，23(3)，5-15。 

邱皓政(2003)。量化研究與統計分析：SPSS中文視窗版資料分析範例解析。台北市：五南。
邱皓政(2011)。量化研究與統計分析(五版)。台北市：五南。
侯昌佑(2014)。民眾參與式智慧城市發展策略之研究（博士論文）。中華大學，新竹市。
夏業良、盧煒譯(2003)。體驗經濟時代，城邦文化。(原著：B. Joseph Pine II 
& James H. Gilmore (2003). The Experience Economy: work is theatre & every 
business a stage)
徐啟賢、林榮泰(2011)。文化產品設計程序。設計學報，16(4)，1-18。
張佩婷、宋映呈、游家婕(2015)。品牌形象、體驗價值、顧客滿意關係研究－以NIKE品牌為例。臺灣觀光學報，(10)，39-52。
張和然、張菁敏(2011)。體驗價值、顧客滿意度對行為意圖影響之研究-以國立傳統藝術中心為例。島嶼觀光研究，4(1)，49-68。
張信務(2016)。參觀動機、正向思考、體驗價值與行為意圖關係之研究—以鼻頭角社區學習站為例(博士論文)。國立臺北教育大學，台北市。
張偉豪(2011)。SEM論文寫作不求人。台北市：鼎茂。
張崇山(2008)。展示效果之評量研究:以國立科學工藝博物館「2007科學季：科技臺灣驚嘆號」特展為例。科技博物，12(3)，65-110。
張譽騰(2003)。博物館大勢觀察，台北市：五觀藝術管理。 

許浩龍、何肇喜、張玉玲(2011)。亞洲新一代智慧型城市的發展策略與設計模式之初探研究。空間設計學報，11，1-15。
陳宏斌、胡俊傑、林世能(2007)。茶園觀光客之旅遊體驗品質、旅遊體驗價值、滿意度與忠誠度之研究。管理實務與理論研究，1(4)，107-123。
陳勁甫、陳佩君、陳美惠、李佳玲(2006)。參觀者對博物館服務品質、知覺價值、滿意度及行為意圖關係之研究：以國立自然科學博物館為例。科技博物，10(2)，41-48。
陳建雄、蕭文信、陳詩捷、黃御彰、王思馨(2013)。應用Persona方法於創新產品開發之研究。工業設計，(128)，55-60。
陳盈芊(譯，1997)。展示學習(原作者：Roger, M.)。博物館學季刊，11(2)，41-44。
曾瑞程(2009)。台南古都國際馬拉松運動觀光體驗價值之研究。休閒暨觀光產業研究，4(2)，125-140。
曾鈺涓(2005)。經驗無線—博物館數位導覽系統案例研究。2005數位設計研討會，台中。
黃佳慧、林芳穗(2014)。從服務設計觀點探討「博物館服務」：以「國立台灣文學館」為例。設計學報，19(2)，75-98。
黃長發、李貞(2009)。主題樂園遊客體驗價值與顧客滿意度相關之研究。中州學報，(28)，131-147。
黃盈裕、古梨湘(2013)。服務接觸與旅遊品質對體驗價值與重遊意圖之影響－以國立臺灣歷史博物館為例。全球商業經營管理學報，(5)，113-126。
黃慶源、邱志仁、陳秀鳳(2004)。博物館之體驗行銷策略。科技博物，8(2)，47-66。
萬同軒、黃暄惠(2014)。運用社會學想像與人物描繪法進行市場導向新產品開發－以入境旅遊產品為例。觀光與休閒管理期刊，2，86-94。
葉蓉樺(2004)。社會變遷中的博物館教育功能反思。博物館學季刊，18(1)，55-62。
廖曜生、許詩函(2013)。觀光溫泉體驗行銷、體驗價值與重遊意願之實證研究。國立屏東商業技術學院學報，(15)，287-316。
漢寶德(2000)。博物館管理，台北市：田園城市文化。

劉明德、梅國忠(2011)。網站體驗行銷、體驗價值、顧客滿意度與顧客忠誠度關係之探討。行銷科學學報，7(2)，129-153。
劉婉珍(2008)。觀眾研究與博物館的營運發展。博物館學季刊，22(3)，21-37。
劉婉珍(2011)。博物館觀眾研究。台北市：三民。
潘美君(2005)。博物館宣傳的新思維：整合行銷傳播。博物館學季刊，19(2)，85-105。
蔡鳳兒(2006)。遊客參觀、旅遊意象、滿意度及忠誠度關係之研究-以日月潭國家風景區為例。生活科學學報，10，211-242。
鄭天明、李宗鴻(2006)。旗天老街遊客遊憩行為模式之研究。真理觀光學報，4， 79-98。
鄭英喆、李來春(2015)。博物館科技化導覽之使用者經驗研究。中華民國設計學會研究論文，190-195。
蕭志同、廖宛瑜、陳建文(2006)。博物館服務品質、認知價值、滿意度、忠誠度關係之研究：以國立自然科學博物館為例。博物館學季刊，20(2)，81-96。
賴鼎陞(2009)。博物館資訊學—展望博物館運用科技之系統化方法。博物館學季刊，23(3)，17-35。
簡彩完(2006)。布魯樂谷與八仙海岸主題遊樂園體驗價值之研究。運動與遊憩研究，1(2)，84-100。
簡彩完、黃長發(2010)。主題樂園遊客體驗價值、顧客滿意度及休閒效益相關之研究。臺灣體育運動管理學報，(10)，1-37。

貳、外文部分
Adlin, T., & Pruitt, J. (2010). The Essential Persona Lifecycle: Your Guide to Building and Using Personas. San Francisco, CA: Morgan Kaufmann Publishers.
Ajzen, I., & Fishbein, M. (1977). Attitude-behavior relations: A theoretical analysis and review of empirical research. Psychological Bulletin, 84(5), 888-918.
Alcañiz, E. B., García, S. I., & Blas, S. S. (2005). Relationship among residents image, evaluation of the stay and post-purchase behavior. Journal of Vacation Marketing, 11(4), 291-302.
Alshibly, H. (2014). An empirical investigation into factors influencing the intention to use e-learning system: An extended technology acceptance model. British Journal of Applied Science & Technology, 4(17), 2440-2457.
Anderson, R. E. and Srinivasan, S. S. (2003). E-satisfaction and E-loyalty: A contingency framework. Psychology & Marketing, 20(2), 123-138.
Ardito, C., Buono, P., Caivano, D., Costabile, M. F., & Lanzilotti, R. (2014). Investigating and promoting UX practice in industry: An experimental study. International Journal of Human-Computer Studies, 72(6), 542-551. doi:http://dx.doi.org/10.1016/j.ijhcs.2013.10.004
Aronson, E., Wilson, T. D., & Akert, R. M. (2007). Social psychology (6th ed.). Upper Saddle River: Prentice-Hall.
Babin, B. J., Darden, W. R., & Griffin, M. (1994). Work and/or fun: Measuring hedonic and utilitarian shopping value. Journal of Consumer Research, 20(4), 644-656.
Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Academic of Marketing Science, 16(1), 76-94.
Baker, D. A., & Crompton, J. L. (2000). Quality, satisfaction and behavioral intention. Annals of Tourism Research, 27(3), 785-804.
Bammel, G., & Burrus-Bammel, L. L. (1982). Leisure and human behavior. Dubuge, IA: Wm.C. Brown Company Publisher.
Bannon, L. (1991). From human factors to human actors: The role of psychology and human-computer interaction studies in system design. Design at work: Cooperative design of computer systems, 25, 44.
Bearden, W. O., & Woodside, A. G. (1978). Situational and extended attitude models as predictors of marijuana intentions and reported behavior. The Journal of Social Psychology, 106(1), 57-67.
Beyer, H., & Holtzblatt, K. (1999). Contextual design. Interactions, 6(1), 32-42.
Bicknell, S., & Farmelo, G. (1993). Museum visitor studies in the 90s. London: Science Museum.
Bigné, J. E., Sánchez, M. I., & Sánchez, J. (2001). Tourism image evaluation variables and after purchase behavior: inter-relationship. Tourism Management, 22(6), 607-616.
Bosque, I. R., & Martin, H. S. (2008). Tourist satisfaction a cognitive-affective model. Annals of Tourism Research, 35(2), 551-573.
Bowen, J. P., & Filippini-Fantoni, S. (2004). Personalization and the web from a museum perspective. Paper presented at the Museums and the Web.
Castro, C. B., Armario, E. M., & Ruiz, D. M. (2007). The influence of market heterogeneity on the relationship between a destination’s image and tourists’ future behavior. Tourism Management, 28(1), 175-187.
Chen, C. F., & Tsai, D. (2007). How destination image and evaluative factors affect behavioural intentions? Tourism Management, 28, 1115-1122.
Chi, C. G., & Qu, H. (2008). Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach. Tourism Management, 29, 624-636.
Cooper, A. (1999). The Inmates are Running the Asylum–Why High-Tech Products Drive Us Crazy and How to Restore the Sanity. Indianapolis, IN, USA: Sams.
Corey, S(2016)。2017 年 4 月 8 日取自 http://www.cubiux.com/about.php
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.
Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS quarterly, 319-340.
Day, H. I. (1981). Play, a Ludic Besthetics. Advances in Intrinsic Motivation and Aesthetics, New York and London: Plenum Press.
Dehn, D. M., & Van Mulken, S. (2000). The impact of animated interface agents: a review of empirical research. International Journal of Human-computer Studies, 52(1), 1-22.
Deighton, J., & Grayson, K. (1995). Marketing and seduction: Building exchange relationships by managing social consensus. Journal of Consumer Research, 21(3), 93-109.
Efron, B. (1982). The jackknife, the bootstrap and other resampling plans: SIAM.
Engel, J. F., Blackwell, R. D., & Miniard, P. W. (1995). Consumer Behavior. Fort Worth, Texas: Dryden Press.
Falk, J. & Dierking, L. D. (1992). The Museum Experience. New York: Altamira Press.
Falk, J. H., & Dierking, L. D. (2000). Learning from museums. Oxford: Altamira Press.
Falk, J. H., & Dierking, L. D. (2012). Museum Experience Revisited: Left Coast Press.
Fares Al Mashagba,F., Fares Al Mashagba,E.and Nassar,M.O.(2013). Exploring technological factors affecting the adoption of M-Commerce in Jordan Australian. Journal of Basic and Applied Sciences, 7(6), 395-400.
Fonvielle, W. (1997). How to know what customers really want. Training & Development, 51(9), 40-44.
Gallarza, M. G., & Saura, I. G. (2006). Value dimensions, perceived value, satisfaction and loyalty: An investigation of university students’ travel behavior. Tourism Management, 27, 437-452.
Gallouj, F., & Weinstein, O. (1997). Innovation in services. Research Policy, 26(4), 537-556.
Getto, G., & Moore, C. (2017). Mapping Personas: Designing UX Relationships for an Online Coastal Atlas. Computers and Composition, 43, 15-34. doi:http://dx.doi.org/10.1016/j.compcom.2016.11.008
Gilman, B. I. (1916). Museum fatigue. The Scientific Monthly, 62-74.
Graburn, N. (1977). The museum and the visitor experience. Roundtable Reports, 1-5.
Ha, J., & Jang, S. C. (2009). Perceived values, satisfaction, and behavioral intentions: the role of familiarity in korean restaurants. International Journal of Hospitality Manage, 29(1), 2-13.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis (7th ed.). Upper Saddle River, NJ: Prentice Hall.
Halawi, L., & McCarthy, R. (2008). Measuring students perceptions of blackboard using the technology acceptance model: a PLS approach. Issues in Information Systems, 9(2), 95-102.
Harrison JD. (1993). Ideas of museums in the 1990’s. Museum Management and Curatorship, 13(2), 160-176.
Hein, G. E. (2002). Learning in the Museum: Routledge.
Hirose, M., & Tanikawa, T. (2010). Overview of the digital museum project. Paper presented at the Proceedings of the 9th ACM SIGGRAPH Conference on Virtual-Reality Continuum and its Applications in Industry.
Holbrook, M. B. (1996). Customer value: A framework for analysis and research. Advances in Consumer Research, 23(1), 138-142.
Holbrook, M. B. (1999). Introduction to consumer value. Consumer value: A framework for analysis and research. Routledge, New York, NY: Routledge.
Hong, J. C., Hwang, M. Y., Tai, K. H., & Kuo, Y. C. (2016). Crystallized intelligence affects hedonic and epistemic values to continue playing a game with saliency-based design. Computers & Education, 95, 75-84.
Hooper-Greenhill, E., Dodd, J., Moussouri, T., Jones, C., Pickford, C., Herman, C., ... & Toon, R. (2003). Measuring the outcomes and impact of learning in museums, archives and libraries: the Learning Impact Research Project end of project paper.
Hoober, Steven. (2014). The role of user experience in the product development process. UX Matters,. Retrieved from http://www.uxmatters.com/mt/archives/2014/05/the-role-of-user-experience-in- the-product-development-process.php
Hood, M. G. (1989). Leisure criteria of family participation and nonparticipation in museums. Marriage & family review, 13(3-4), 151-169.
Hooper-Greenhill, E. (1999). The educational role of the museum. Psychology Press.
Housen, A. (1987). Three methods for understanding museum audiences. Museum Studies Journal, 2(4), 41-49.
Hsu, C.-L., & Lu, H.-P. (2007). Consumer behavior in online game communities: A motivational factor perspective. Computers in Human Behavior, 23(3), 1642-1659.
Huang, Y.-Y. (2012). Service backstage visibility and the corresponding perceived values in the process of service delivery. Australasian Marketing Journal (AMJ), 20(4), 275-281.
Hunt, H. Keith (1977). CS/D--Overview and Future Research Direction. in Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction. H. Keith Hunt. Cambridge, MA: Marketing Science Institute.
Intelligent Community Forum(2016)。2016 年 6 月 18 日取自 http://www.intelligentcommunity.org
Kline, R.B.(1999).Book Review: Psychometric theory. Journal of Psychoeducational Assessment, 17(3), 275-280.
Kolter, N. & Kolter, P. (2000). Can Museum be All Things to All People? :Missions, Goals, and Marketing’s Role. Museum Management and Curatorship, 18(3). 271-287.
Koo, D. M. (2009). The moderating role of locus of control on the links between experiential motives and intention to play online games. Computers in Human Behavior, 25(2), 466-474. doi:http://dx.doi.org/10.1016/j.chb.2008.10.010
Korn, R. (1992). Redefining the visitor experience. Journal of Museum Education, 17(3), 17-19.
Kotler, N., & Kotler, P. (1998). Museum strategy and marketing: designing missions, building audiences, generating revenue and resources. San Francisco: Jossey-Bass.
Kozak, M. (2001). Repeaters’ behavior at two distinct destinations. Annals of Tourism Research, 28, 784-807.
Kuniavsky, M. (2010). Smart things: ubiquitous computing user experience design. Elsevier.
Ladhari, R., Brun, I., & Morales, M. (2008). Determinants of dining satisfaction and post-dining behavioral intentions. International Journal of Hospitality Management, 27, 563-573.
Loomis, R. J. (1987). Museum visitor evaluation: New tool for management. American Association for State and Local History.
Mathwick, C., Malhotra, N.K. and Rigdon, E. (2001). Experiential value: conceptualization, measurement and application in the catalog and Internet shopping environment. Journal of Retailing, 77(1), 39-56.
Matthews, T., Judge, T., & Whittaker, S. (2012). How do designers and user experience professionals actually perceive and use personas? Paper presented at the Proceedings of the SIGCHI conference on human factors in computing systems.
McManus, P. (1994). Families in museums. Towards the museum of the future: New European perspectives, 81-97.
Melton, A. W. (1935). Problems of Installation in Museums of Arts, Washington DC: American Association of Museum.
Morelli, N. (2006). Developing new product service systems (PSS): Methodologies and operational tools. Journal of Cleaner Production, 14(17), 1495-1501.
Moritz, S. (2005). Service design: Practical access to an evolving field. Lulu. com. Murdoch, K. (1992). Integrating Naturally. Mount Waverly, Victoria.
Murdoch, K. and Wilson, J. (2004). Learning Links. Curriculum Corporation, Melbourne.
Museums, Libraries and Archives Council (MLA)(2008). Research question bank [Web message]. Retrieved November 6, 2016 from http://www.inspiringlearningforall.gov.uk/export/ sites/inspiringlearning/resources/repository/Question_Bank_New.doc.
Oh, H. (1999). Service quality, customer satisfaction, and customer value: A holistic perspective. International Journal of Hospitality Management, 18(1), 67-82.
Ozturk, A. B., Nusair, K., Okumus, F., & Hua, N. (2016). The role of utilitarian and hedonic values on users’ continued usage intention in a mobile hotel booking environment. International Journal of Hospitality Management, 57, 106-115. doi:https://doi.org/10.1016/j.ijhm.2016.06.007
Pahl, G., & Beitz, W. (2013). Konstruktionslehre: Methoden und Anwendung. Springer-Verlag.
Parasuraman, A., Zeithaml, V. A. & Berry, L. L. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420-450.
Phillips, W. J., Wolfe, K., Hodur, N., & Leistritz, F. L. (2011). Tourist Word of Mouth and revisit intentions to rural tourism destinations: A case of North Dakota, USA. International Journal of Tourism Research, 15(1), 93-104.
Pine II , B. J., & Gilmore, J. H. (1998). Welcome to the experience economy. Harvard Business Review, 76(4), 97-105.
Pituch, K. A., & Lee, Y.-k. (2006). The influence of system characteristics on e-learning use. Computers & Education, 47(2), 222-244.
Pruitt, J., & Grudin, J. (2003). Personas: practice and theory. Paper presented at the Proceedings of the 2003 conference on Designing for user experiences.
Rasoolimanesh, S. M., Dahalan, N., & Jaafar, M. (2016). Tourists' perceived value and satisfaction in a community-based homestay in the Lenggong Valley World Heritage Site. Journal of Hospitality and Tourism Management, 26, 72-81. doi:https://doi.org/10.1016/j.jhtm.2016.01.005
Reimann, R., & Cooper, A. (2003). About Face 2.0: The Essentials of Interaction Design. Editorial Wiley.
Research Centre for Museums and Galleries (2007). Inspiration, Iidentity, Learning: The Value of Museums. Leicester: Department of Museum Studies, University of Leicester.
Rey, F.B., & Casado-Neira, D. (2013). Participation and Technology: Perception and Public Expectations about the Use of ICTs in Museums. Procedia Technology, 9, 697-704.
Roto, V. (2007). User experience from product creation perspective. Towards a UX Manifesto, 31.
Schmitt, B. (1999). Experiential marketing. Journal of marketing management, 15(1-3), 53-67.
Scott, C. (2006). Museums: Impact and value. Cultural Trends, 15(1), 45-75.
Shedroff, N. (1999). Information interaction design: A unified field theory of design. Information design, 267-292.
Sheth, J. N., Newman, B. I., & Gross, B. L. (1991). Why we buy what we buy. Journal of Business Research, 22, 159-170.
Shostack, C. L. (1987). Service positioning through structural change. Journal of Marketing, 51, 34-43.
Sirakaya, E., & Woodside, A. G. (2005). Building and testing theories of decision making by travelers. Tourism Management, 26(6), 815-832.
Sommerauer, P., & Müller, O. (2014). Augmented reality in informal learning environments: A field experiment in a mathematics exhibition. Computers & Education, 79, 59-68.
Stickdorn, M., & Schneider, J. (2013). This is service design thinking: Basics, tools, cases (Chih, Si-Syuan, trans.). New Taipei City: China Productivity Center. (Original work published 2011) [in Chinese, semantic translation]
Stylianou-Lambert, T. (2010). Re-conceptualizing museum audiences: Power, activity, responsibility. Visitor Studies, 13(2), 130-144.
Sweeney, J. C. and Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing, 77, 220-230.
Thong, J. Y. L., Hong, S.-J., & Tam, K. Y. (2006). The effects of post-adoption beliefs on the expectation-confirmation model for information technology continuance. International Journal of Human-Computer Studies, 64(9), 799-810. doi:http://doi.org/10.1016/j.ijhcs.2006.05.001
Van der Heijden, H. (2004). User acceptance of hedonic information systems. MIS quarterly, 695-704.
Walker, D. (1990). Design maturity: The ladder and the wall. Design management: a handbook of issues and methods, 43-46.
Wang, X. (2014). Personas in the User Interface Design. Alberta, Canada.
Williams, P., & Soutar, G. N. (2009). Value, satisfaction and behavioral intentions in an adventure tourism context. Annals of Tourism Research, 36(3), 413-438.
Woodruff, R. B. (1997). Customer value: the next source for competitive advantage. Journal of the academy of marketing science, 25(2), 139-153.
Yoon, Y., & Uysal, M. (2005). An examination of the effects of motivation and satisfaction on destination loyalty: a structural model. Tourism Management, 26(1), 45-56.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 31-46.
Zeithaml, V. A., Bitner, M. J., & Gremle, D. D. (2008). Services marketing: Integrating customer focus across the firm (4ed). (Huang Peng Fei, trans. ). Taipei: Hwa Tai. (Original work published 2004) [in Chinese, semantic translation]