國家通訊傳播委員會(NCC)，2020年行動通訊市場統計資訊，https://www.ncc.gov.tw/chinese/news_detail.aspx?site_content_sn=3773&sn_f=45925。
中華民國旅行業品質保障協會(2021)，旅遊糾紛案例統計表_202012，http://www.travel.org.tw/info.aspx?item_id=8&class_db_id=57&article_db_id=65。
中華民國交通部觀光局(2019)，發展觀光條例，台灣。https://admin.taiwan.net.tw/TourismRegulationDetailC003200.aspx?Cond=79c3fc61-fad1-4572-9712-27cd7727398。
王志宏，翁振益(2009)，領隊人員情緒勞務、工作倦怠與工作滿意度之間之關係：角色認同之調節效果，戶外遊憩研究，22(4)，23-53。
doi: 10.6130/JORS.2009.22(4)2
石岳峻(2015)，智慧旅遊：旅遊多媒體應用，台北：五南圖書出版有限公司。
江明樺(2006)，旅行社從業人員涉入程度、滿意度與再購意願關係之研究–以旅遊網站為例，朝陽科技大學休閒事業管理系碩士論文。李東和，張鷺旭，(2015)，基於TAM的旅遊App下載使用行為影響因素研究，旅遊學刊，30(8)，26-34。
何燕婷(2010)，領隊人格特質、團員間互動與旅遊滿意度關係之研究–階層線性模式之運用。南華大學旅遊事業管理研究所碩士論文。花蓮縣，未出版。
吳德晃(2005)，專業表現、服務努力、滿意度與小費之關係，旅遊管理研究，4(1)，39-52。
邱皓政(2008)，結構方程模式的檢定力分析與樣本數決定，αβγ量化研究學刊，2(1)，139 - 173。
林鉦棽(2005)，組織公民行為之跨層次分析：層級線性模式的應用，管理學報，22，503-524。Doi: 10.6504/JOM.2005.22.04.06
林鉦棽、彭台光(2006)，多層次管理研究：分析層次的概念、理論和方法，管理學報，23(6)，649-675。doi: 10.6504/JOM.2005.22.04.06
姚舜(2017)，雄獅攜手拓景科技 推旅遊服務APP，工商時報，2017/ 01/18，https:/www.chinatimes.com/newspapers/20170118000135-26204?chdtv
唐偉展(2017)，鳳凰隨身雲APP正式上線，t.t.n.旅報，2017/01/16，https://www.ttnmedia.com/%E9%B3%B3%E5%87%B0%E9%9A%A8%E8%BA%AB%E9%9B%B2app%E6%AD%A3%E5%BC%8F%E4%B8%8A%E7%B7%9A/
容繼業(1992)，旅行業管理實務篇，初版，台北：揚智文化公司。350、451-452。
彭台光、高月慈、林鉦棽(2006)，管理研究中的共同方法變異：問題本質、影響、測試與補救，管理學報，23(1)，77-98。
doi: 10.6504/JOM.2006.23.01.05
張金明(2010)，關鍵人才：國際領隊與導遊，旅行業實務與管理議題(上)，46-47。
陳嘉妮(2011)，多點觸控行動裝置之互動介面設計研究-以「記事本」應用軟體為例，臺北科技大學互動媒體設計研究所碩士學位論文。doi:10.6841/NTUT.2011.00333
黃榮鵬(1998)，我國旅行業人力資源管理資訊系統發展之研究，國立高雄餐旅學報，1，175-190。
溫福星、邱皓政(2009)，組織研究中的多層次調節式中介效果：以組織創新氣氛、組織承諾與工作滿意的實證研究為例，Journal of Management, 26(2),189-211。doi: 10.6504/JOM.2009.26.02.05
曾耀煌、邱秀玲(2012)，服務品質、顧客滿意度與顧客忠誠度關係之研究–以氣氛為干擾變數，第七屆中華商管科技學會年會暨學術研討會論文，桃園龍華科技大學。
http://ir.dyu.edu.tw/handle/987654321/18771
曹勝雄(2014)，觀光行銷學：產業觀點與實務應用，前程文化事業股份有限公司，新北市。
曹勝雄(2018)，旅行業智慧領團服務系統之診斷與評估，科技部產學合作計畫(編號：MOST 106-2622-H-415-001-CC3)
曹勝雄、王怡婷、顏卉萱(2016)，領隊與團員間契合度之概念化，餐旅暨觀光，12(1), 51-78。doi: 10.6572/JHT.12(4).3
曹勝雄、鄧秀玉(2018)，探索領隊之領團風格：從領隊角色觀點，台灣當代觀光，1(1), 53-70。doi: 10.6348/TMT.201809_1(1).0004
羅之盈(2016)，App熱度退燒 企業還要做嗎？天下雜誌606期，台灣。
Amirpur, M. & Benlian, A. (2015). Buying under Pressure: Purchase Cues and their Effects on Online Buying Buying Decisions. AIS eLibrary.
Ap, J. & Wong K. K. (2001). Case study on tour guiding: professionalism issues and problems, Tourism Management, 22(5), 551-563.
doi:10.1016/s0261-5177(01)00013-9
Bagozzi, R. P. & Yi, Y. (1988). On the evaluation of structural equation models, Journal of the Academy of Marketing Science, 16(1), 74-94. doi:10.1007/bf02723327
Baker D. A. & Crompton J. L. (2000). Quality, satisfaction and behavioral intentions, Annals of tourism research, 27(3), 785-804.
doi:10.1016/S0160-7383(99)00108-5
Berne, C., Garcia-Gonzalez, M., & Mugica, J. (2012). How ICT shifts the power balance of tourism distribution channels. Tourism Manage-ment, 33(1), 205-214. doi: 10.1016/j.tourman.2011.02.004
Blair, Ian (2021). Mobile App Download and Usage Statistics. Retrieved from https://buildfire.com/App-statistics/ on 12/05/2121.
Brangier, E. & Desmarais, M. C. (2013). The Design and Evaluation of the Persuasiveness of e-Learning Interfaces. International Journal of Conceptual Structures and Smart Applications, 1(2), 38-47.
doi:10.4018/ijcssa.2013070105
Bigné, J. E., Sánchez, M. I. & Sánchez J. S. (2001) Tourism image, evaluation variables and after purchase behaviour: inter-relationship, Tourism Management, 22(6), 607–616.
doi:10.1016/s0261-5177(01)00035-8
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, 36(2), 171-186.
Bowen, J. T. & Chen, S. L. (2001). The relationship between customer loyalty and customer satisfaction, International Journal of Contemporary Hospitality Management, 13(5), 213-217.
doi:10.2307/3152091
Bowie, D. & Chang, J. C. (2005). Tourist satisfaction: A view from a mixed international guided package tour. Journal of Vacation Marketing, 11(4), 303-322. doi:10.1177/1356766705056628
Brady, M. K. & Cronin Jr., J. (2001). Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach. Journal of Marketing, 65(3), 34-49. doi:10.2307/3203465
Brangier, E., & Desmarais, M. C. (2013). The design and evaluation of the persuasiveness of e-learning interfaces. International Journal of Conceptual Structures and Smart Applications, 1(2), 38-47.
doi:10.4018/ijcssa.2013070105
Brocato E. D., Voorhees C. M. & Baker J. (2012). Understanding the Influence of Cues from Other Customers in the Service Experience: A Scale Development and Validation, Journal of Retailing, 88(3), 384-398. doi: 10.1016/j.jretai.2012.01.006
BuildFire (2021). Mobile App Download Statistics and Usage Statistics. Retrieved from https://buildfire.com/App-statistics/ on 12/05/2121.
Burns, N. & Grove, S. K. (2001). The concepts of measurement. The practices of nursing research: Conduct, critique, & utilization (4th ed.). Philadelphia: Saunders.
Cassab, H. & MacLachlan, D. L. (2006). Interaction fluency: A customer performance measure of multichannel service. International Journal of Productivity and Performance Management, 55(7), 555-568.
doi:10.1108/17410400610702151
Cernvall, M., Sveen, J., Johannesson, K. B., & Arnberg, F. (2018). A pilot study of user satisfaction and perceived helpfulness of the Swedish version of the mobile App PTSD Coach. European journal of psycho- traumatology, 9(sup1), 1472990-.
Chang J. C. (2006). Customer satisfaction with tour leaders' performance: A study of Taiwan's package tours, Asia Pacific Journal of Tourism Research, 11(1), 97-116. doi:10.1080/10941660500500808
Chang, K. C. (2016). Effect of servicescape on customer behavioral intentions: Moderating roles of service climate and employee engagement. International Journal of Hospitality Management, 53, 116-128. doi: 10.1016/j.ijhm.2015.12.003
Chen, C. F. & Chen, F. S. (2010). Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists, Tourism Management, 31(1), 29-35. doi: 10.1016/j.tourman.2009.02.008
Chen, X., Huang, Q., & Davison, R. M. (2017). The role of website quality and social capital in building buyers’ loyalty. International Journal of Information Management, 37(1), 1563-1574.
doi: 10.1016/j.ijinfomgt.2016.07.005
Cheverst, K., Davies, N., Mitchell, K., Friday, A., & Efstratiou, C. (2000). CHI '00: Proceedings of the SIGCHI conference on Human Factors in Computing Systems, April 2000, Developing a context-aware electronic tourist guide, p.17-24. doi:10.1145/332040.332047
Chi, C. G. & Qu, H. (2008). Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated Approach. Tourism Management, 29(4), 624-636.
doi: 10.1016/j.tourman.2007.06.007
Cho, C. -H., & Leckenby, J. D. (1997). Internet-related programming technology and advertising. Proceedings of the 1997 Conference of the American Academy of Advertising. Edited by: Macklin, Carole M. p.69-79. Cincinnati, OH: University of Cincinnati.
Cho, S. D., Kim, K., & Kim, D. (2015). Antecedents and effects of customer-service employee attachments on customer-company identification and word-of-mouth: the case of Cheong in South Korea. Journal of Global Scholars of Marketing Science, 25(1), 91-105.
doi:10.1080/21639159.2014.984889
Chu, K. H. & Murrmann, S. K. (2006). Development and validation of the hospitality emotional labor scale. Tourism Management, 27(6), 1181-1191. doi: 10.1016/j.tourman.2005.12.011
Cooper, D. R., & Schindler, P. S. (2003). Business Research Methods (8th edition). USA: McGraw-Hill.
Crompton, J. L.; Love, L. L. (1995). The Predictive Validity of Alternative Approaches to Evaluating Quality of a Festival. Journal of Travel Research, 34(1), 11-24. doi:10.1177/004728759503400102
Davis F. D. (1989), Perceived usefulness, Perceived ease of use, and user acceptance of information technology, MIS Quarterly 13(3), 319-34.
doi:10.2307/249008
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.
doi:10.2307/40398604
DeVellis, R. F. (2003). Scale development: Theory and Applications (2nd ed.). Thousand Oaks, Calif. 14(2), 179–181.
doi:10.1016/0886-1633(93)90012-e
Dickinson, J. E., Ghali, K., Cherrett, T., Speed, C., Davies, N., & Norgate, S. (2014). Tourism and the smartphone app: Capabilities, emerging practice and scope in the travel domain. Current Issues in Tourism, 17(1), 84-101. doi:10.1080/13683500.2012.718323
Ekinci Y. & Dawes P. L. (2009). Consumer perceptions of frontline service employee personality traits, interaction quality, and consumer satisfaction, The Service Industrial Journal 29(4), 503-521.
doi:10.1080/02642060802283113
Engel, J. F., Blackwell, R. D. & Miniard, P. W. (1995). Consumer Behavior, Chicago: Dryden Press, 6th ed. ISBN: 0030229790
Fang, J., Zhao, Z., Wen C. & Wang, R. (2017). Design and performance attributes driving mobile travel Application engagement. International Journal of Information Management, 37, 269-283.
doi: 10.1016/j.ijinfomgt.2017.03.003
Fornell, C. & Larcker, F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research 18(1), 39-50. doi:10.1177/002224378101800104
Gremler, D. D., & Gwinner, K. P. (2008). Rapport-building behaviors used by retail employees. Journal of Retailing, 84, 308-324.
doi: 10.1016/j.jretai.2008.07.001
Grönroos, C. (1984). A Service quality model and its marketing implications, European Journal of Marketing 18(4), 36-44.
https://doi.org/10.1108/EUM0000000004784
Grönroos, C. (2001). The perceived service quality concept - a mistake? Managing Service Quality: An International Journal 11(3), 150-152.
doi:10.1108/09604520110393386
Grönroos, C. & Voima P. (2013). Critical service logic: Making sense of value creation and co-creation. Journal of the Academy of Marketing Science, 41, 133-150. doi:10.1007/s11747-012-0308-3
Grove S. J. & Fisk, R. P. (1997). The impact of other customers on service experiences: A critical incident examination of “getting along”, Journal of Retailing, 73(1), 63-85. doi:10.1016/s0022-4359(97)90015-4
Hair, F. Jr., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). SEM: an introduction. Multivariate data analysis: a global perspective (7th ed., 629-686). Upper Saddle River, NJ: Pearson Educational International.
Heung, V. C. S. (2008). Effects of tour leader's service quality on agency's reputation and customers' word-of-mouth. Journal of Vacation Marketing, 14(4), 305-315. doi:10.1177/1356766708094752
Hoehle, H. & Venkatesh, V. (2015). Mobile application usability: Conceptualization and instrument development, MIS Quarterly, 39 (2), 435-472. https://www.jstor.org/stable/26628361
Hofmann D. A. (1997). An Overview of the Logic and Rationale of Hierarchical Linear Models, Journal of Management, 23(6), 723-744.
doi:10.1016/s0149-2063(97)90026-x
Hofmann D. A. & Gavin M. B. (1998). Centering Decisions in Hierarchical Linear Models: Implications for Research in Organizations, Journal of Management, 24(5), 623-641.
doi:10.1177/014920639802400504
Hofmann, D. A., Griffin, M. A. & Gavin, M. B. (2000). The Application of hierarchical linear modeling to organizational research. In K. J. Klein & S. W. J. Kozlowski (Eds.), Multilevel theory, research, and methods in organizations: Foundations, Extensions, and New Directions, 467-511. Jossey-Bass.
Hoffman, D. L., & Novak, T. P. (1996). Marketing in hypermedia computer-mediated environments: Conceptual foundations. The Journal of Marketing, 60(3), 50-68. doi:10.1177/002224299606000304
Huang, S., Hsu, C. H. C., & Chan, A. (2010). Tour guide performance and tourist satisfaction: A study of the package tours in Shanghai. Journal of Hospitality and Tourism Research, 34(1), 3-33.
doi:10.1177/1096348009349815
Hwang, J., & Lee, J. (2019). Relationships among senior tourists’ perceptions of tour guides’ professional competencies, rapport, satisfaction with the guide service, tour satisfaction, and word of mouth. Journal of Travel Research, 58(8), 1331-1346.
doi:10.1177/0047287518803199
Jung, T., Chung, N. & Leue, M. C. (2015). The determinants of recommendations to use augmented reality technologies: The case of a Korean theme park, Tourism Management 49, 75-86.
doi: 10.1016/j.tourman.2015.02.013
Kaminakis, K., Karantinou, K., Koritos, C., & Gounaris, S. (2019). Hospitality servicescape effects on customer-employee interactions: A multilevel study. Tourism Management 22, 130-144,
doi: 10.1016/j.tourman.2018.11.013
Kang, J., Mun, J., & Johnson, K. (2015). In-store mobile usage: Downloading and usage intention toward mobile location-based retail apps. Computers in Human Behavior, 46, 210-217.
doi: 10.1016/j.chb.2015.01.012
Kennedy-Eden, H., & Gretzel, U. (2012). A taxonomy of mobile Applications in tourism. E-review of Tourism Research, 10(2), 47-50.
https://ro.uow.edu.au/cgi/viewcontent.cgi?article=3559&context=commpapers
Kilic, C. & Dursun, T. (2007). Antecedents and consequences of customer orientation: Do individual factors affect customer orientation? The Business Review, Cambridge, 7(1), 1-7.
Kim, M. J., Chung, N., Lee, C. K., & Preis, M. W. (2015). Motivations and use context in mobile tourism shopping: Applying contingency and task-technology fit theories. International Journal of Tourism Research, 17(1), 13-24. doi:10.1002/jtr.1957
Kim, W.; Ok, C. (2010). Customer Orientation of Service Employees and Rapport: Influences On Service-Outcome Variables in Full-Service Restaurants. Journal of Hospitality & Tourism Research, 34(1), 34-55. doi:10.1177/1096348009344234
Kim, W., Ok, C., & Gwinner, K. (2010). The antecedent role of customer-to-employee relationships in the development of customer-to-firm relationships. The Service Industries Journal, 30(7), 1139-1157.
doi:10.1080/02642060802311286
Klein, K. J., & Kozlowski, S. W. J. (2000). Multilevel theory, research, and methods in organizations: Foundations, extensions, and new directions, Administrative Science Quarterly, 47(2), 368-372.
doi:10.2307/3094811
Knight, D. K., Kim, H., & Crutsinger, C. (2007). Examining the effects of role stress on customer orientation and job performance of retail salespeople, International Journal of Retail & Distribution Manage-ment, 35(5), 381-392. doi:10.1108/09590550710743735
Kolesar, M. B. & Wayne G. R. (2000). A services‐marketing perspective on e‐retailing: implications for e‐retailers and directions for further research, Internet Research, 10(5), 424-438.
doi:10.1108/10662240010349444
Kwon, J. M., Bae, J. I., & Blum, S. C. (2013). Mobile Applications in the Hospitality industry. Journal of Hospitality and Tourism Technology, 4(1), 81-92. doi:10.1108/17579881311302365
Lai, I. K. (2015). Traveler acceptance of an App-based mobile tour guide. Journal of Hospitality and Tourism Research, 39(3), 401-432.
doi:10.1177/1096348013491596
Law, R., Chan, I. C. C., & Wang, L. (2018). A comprehensive review of mobile technology use in hospitality and tourism. Journal of Hospitality Marketing and Management, 27(6), 626-648.
doi:10.1080/19368623.2018.1423251
Leblanc, G. (1992). Factors affecting customer evaluation of service quality in travel agencies: An investigation of customer perceptions. Journal of Travel Research, 30(4), 10-16.
https://doi.org/10.1177/004728759203000402
Lehtinen, U., & J. R. Lehtinen (1982). Service quality: A study of quality dimensions. Service Management Institute.
Lemake F., Clark M. & Wilson H. (2011). Customer experience quality: An exploration in business and consumer contexts using repertory grid technique, Journal of the Academy of Marketing Science, 39, 846-869. doi:10.1007/s11747-010-0219-0
Lewin, J. E. & Johnston W. J. (1997). Relationship marketing theory in practice: A case study. Journal of Business Research, 39(1), 23-31.
doi:10.1016/s0148-2963(96)00152-x
Li X. & Petrick J. F. (2008). Examining the antecedents of brand loyalty from an investment model perspective. Journal of Travel Research, 47(1), 25-34. doi:10.1177/0047287507312409
Lin, S. W. (2016). The critical success factors for a travel Application service provider evaluation and selection by travel intermediaries. Tourism management, 56, 126-141.
doi: 10.1016/j.tourman.2016.03.028
Lin, S. W. (2017). Identifying the critical success factors and an optimal solution for mobile technology adoption in travel agencies. International Journal of Tourism Research, 19, 127-144.
doi: 10.1002/jtr.2092
Liu, Y., & Shrurn, L. J. (2002). What is interactivity and is it always such a good thing? implications of definition, person, and situation for the influence of interactivity on advertising effectiveness. Journal of Advertising, 31(4), 53-64. doi:10.1080/00913367.2002.10673685
Lu, J., Mao, Z., Wang, M., & Hu, L. (2015). Goodbye maps, hello Apps? Exploring the influential determinants of travel App adoption. Current Issues in Tourism, 18(11), 1059-1079.
doi:10.1080/13683500.2015.1043248
Luoh, H.-F. & Tsaur, S.-H. (2014). The Effects of Age Stereotypes on Tour Leader Roles. Journal of Travel Research, 53(1), 111-123.
doi:10.1177/0047287513482774
Macintosh, G. (2007). Customer orientation, relationship quality, and relational benefits to the firm, Journal of Services Marketing, 21(3), 150-159. doi:10.1108/08876040710746516
Mang C. F., Piper L. A., & Brown N. R. (2016). The Incidence of Smart-phone Usage among Tourists. International Journal of Tourism Research, 18(6), 591-601. doi:10.1002/jtr.2076
Master, H. & Prideaux, B. (2000). Culture and vacation satisfaction: a study of Taiwanese tourists in South East Queensland. Tourism Management, 21(5) 445-449. doi:10.1016/s0261-5177(99)00100-4
Mathieu J. E. & Schulze W. (2006). The influence of team knowledge and formal plans on episodic team process-performance relationships. Academy of Management Journal 49(3), 605-619.
doi:10.2307/20159784
Maxwell, S. E., Kelley, K., & Rausch, J. R. (2008). Sample size planning for statistical power and accuracy in parameter estimation. Annual Review of Psychology, 59, 537-563.
doi:10.1146/annurev.psych.59.103006.093735
McQuiston, D. H. (2001). A conceptual model for building and maintaining relationships between manufacturers’ representatives and their principals. Industrial Marketing Management, 30(2), 165-181.
doi:10.1016/s0019-8501(00)00141-3
Mels, G. B., Christo, N. & Deon, A. (1997). The dimensions of service quality: The original European perspective revisited. The Service Industries Journal. 17(1), 173-189. doi:10.1080/02642069700000009
Min, J. C.-H. (2012). A short-form measure for assessment of emotional intelligence for tour guides: Development and evaluation. Tourism Management, 33(1), 155-167. doi: 10.1016/j.tourman.2011.02.014
mobiThinking (2013). Most Popular Content on mobiThinking in 2012. https://mobiforge.com/news-comment/most-popular-content-mobithinking-2012.
Mooney, C. Z. & Duval R. D. (1993). A Nonparametric Approach to Statistical Inference, Sage Publications.
Morgeson, F. P., & Hofmann, D. A. (1999). The structure and function of collective constructs: Implications for multilevel research and theory development. Academy of Management Review, 24(2), 249-265.
doi:10.2307/259081
Mossberg, L. L. (1995). Tour leaders and their importance in charter tours, Tourism Management 16(6), 437-445.
doi:10.1016/0261-5177(95)00052-p
Novak, T. P., Hoffman, D. L., & Yung, Y. -F. (2000). Measuring the customer experience in online environments: A structural modeling Approach. Marketing Science, 19(1), 22-42.
doi:10.1287/mksc.19.1.22.15184
Nunnally, J. C., & Bernstein, I. H. (1994). Psychometric theory (3rd ed.). New York: McGraw-Hill.
Pappu R. & Quester P. (2006) Does customer satisfaction lead to improved brand equity? An empirical examination of two categories of retail brands, Journal of Product & Brand Management, 15(1), 4-14. doi:10.1108/10610420610650837
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). The SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-37.
Pedrana, M. (2014). Location-based services and tourism: Possible implications for destination. Current Issues in Tourism, 17(9), 753-762. doi:10.1080/13683500.2013.868411
Peters, T., Işık, Ö., Tona, O., & Popovič, A. (2016). How system quality influences mobile BI use: The mediating role of engagement. International Journal of Information Management, 36(5), 773-783.
doi: 10.1016/j.ijinfomgt.2016.05.003
Petrov, A. (2017). Top 3 harsh reasons why mobile apps fail. Reinvently. https://insights.reinvently.com/top-3-harsh-reasons-why-mobile-apps-fail-965a673c3c4b
Raudenbush, S. W. & Bryk, A. S. (2002). Hierarchical linear models: Applications and data analysis methods, second edition. Sage. doi:10.1016/s0272-7757(97)80188-4
Raudenbush, S., Bryk, A., Cheong, Y. F., Congdon, R. & du Toit, M. (2004). HLM 6: Hierarchical linear and nonlinear modeling. Scientific Software International Inc., Lincolnwood, IL.
Russell J. A. & Mehrabian A. (1974). Distinguishing anger and anxiety in terms of emotional response factors, Journal of Consulting and Clinical Psychology, 42(1), 79-83. doi:10.1037/h0035915
Samy, H. (2012). Exploring the use of mobile phone technology in marketing airline services in Egypt. International Journal of Mobile Marketing, 7(3), 82-94.
Santosa, P. I., Wei, K. K., & Chan, H. C. (2005). User involvement and user satisfaction with information-seeking activity. European Journal of Information Systems, 14(4), 361-370.
doi:10.1057/palgrave.ejis.3000545
Sharpe, Erin K. (2005). Going above and beyond: The emotional labor of adventure guides. Journal of Leisure Research, 37(1), 29-50.
doi:10.1080/00222216.2005.11950039
Song, H., & Cheung, C. (2010). Attributes affecting the level of tourist satisfaction with and loyalty towards theatrical performance in China: Evidence from a qualitative study. International Journal of Tourism Research, 12(6), 665-679. doi:10.1002/jtr.782
Spekman, R. E., Salmond, D. J. & Lambe, C. J. (1997). Consensus and collaboration: Norm‐regulated behaviour in industrial marketing relationships. European Journal of Marketing, 31(11/12), 832-856.
doi:10.1108/03090569710190569
Statista (2019). Mobile App Usage - Statistics and Facts. Retrieved June 15, 2017, from https://www.statista.com/topics/1002/mobile-App-usage/.
Stewart, D. W., & Pavlou, P. A. (2002). From comsumer response to active consumer: measuring the effectiveness of interactive media. Journal of Academy of Marketing Science, 30(4), 376-396.
doi: 10.1177/009207002236912
Surprenant, C. F., & Solomon, M. R. (1987). Predictability and personalization in the service encounter, Journal of Marketing, 51(2), 86–96. https://doi.org/10.1177/002224298705100207
Svensson, G. (2003). A generic conceptual framework of interactive service quality. Managing Service Quality: An International Journal, 13(4), 267-275. doi:10.1108/09604520310484680
Testa M. R. (2010). Organizational Commitment, Job Satisfaction, and Effort in the Service Environment, The Journal of Psychology, 135(2), 226-236. doi:10.1080/00223980109603693
Tsaur, S. -H., Dai Y. Y., & Liu J. -S. (2018). SOCO’s impact on service outcomes of tour guides: the moderating effect of customers shopping orientation. Current Issues in Tourism, 21(8), 917-933.
doi:10.1080/13683500.2015.1118444
Tsaur, S. -H., Teng H. -Y. (2017), Exploring tour guiding styles: The perspective of tour leader roles, Tourism Management, 59, 438-448.
doi: 10.1016/j.tourman.2016.09.005
Tsaur, S. -H., Chang K. -M, & Tu J. -H. (2019). Application of a Smart Tour-leading App to Group Package Tours. Paper presented at Global Congress of Special Interest Tourism and Hospitality. Taipei, Taiwan.
Tsaur, S. -H. & Ku, P. -S. (2017) The effect of tour leaders’ emotional intelligence on tourists’ consequences, Journal of Travel Research, 1-14. doi:10.1177/0047287517738381
Tsaur, S. -H. & Tu J. -H. (2019). Cultural competence for tour leaders: Scale development and validation. Tourism Management, 71, 9-17.
doi: 10.1016/j.tourman.2018.09.017
Ukpabi, D. C., & Karjaluoto, H. (2017). Consumers’ acceptance of information and communications technology in tourism: A review. Telematics and Informatics, 34(5), 618-644.
doi:10.1016/j.tele.2016.12.002
Van de Vijver F. & Hambleton R. K. (1996). Translating Tests. European Psychologist, 1(2), 89-99. doi:10.1027/1016-9040.1.2.89
Verhagen, T., Swen, E., Feldberg, F., & Merikivi, J. (2015). Benefitting from virtual customer environments: An empirical study of customer engagement. Computers in Human Behavior, 48, 340-357.
doi:10.1016/j.chb.2015.01.061
Wang, D., Li, X., & Li, Y. (2013). China’s “smart tourism destination” initiative: A taste of the service-dominant logic. Journal of Destination Marketing and Management, 2, 59-61.
doi:10.1016/j.jdmm.2013.05.004
Wang, D., Park, S., & Fesenmaier, D. R. (2012). The role of smartphones in mediating the touristic experience. Journal of Travel Research, 51 (4), 371-387. doi:10.1177/0047287511426341
Wang, D., Xiang, Z., & Fesenmaier, D. R. (2014). Adapting to the mobile world: A model of smartphone use. Annals of Tourism Research, 48, 11-26. doi: 10.1016/j.annals.2014.04.008
Wang K. C., Hsieh A. T. & Chen W. Y. (2002). Is the tour leader an effective endorser for group package tour brochures? Tourism Management 23(5), 489-498. doi:10.1016/s0261-5177(02)00004-3
Wang, K.-C., Hsieh, A.-T., Chou, S.-H., & Lin, Y. S. (2007). GPTCCC: An instrument for measuring group package tour service. Tourism Management, 28(2), 361-376. doi: 10.1016/j.tourman.2006.04.017
Wang K. C., Hsieh, A. T. & Huan T. C. (2000). Critical service features in group package tour: An exploratory research, Tourism Manage-ment, 21(2), 177-189. doi:10.1016/s0261-5177(99)00047-3
Wang K. C., Hsieh A. T., Yeh Y. C. & Tsai C. W. (2004). Who is the decision-maker: the parents or the child in group package tours? Tourism Management 25(2), 183-194.
doi:10.1016/s0261-5177(03)00093-1
Wang, D., & Xiang, Z. (2012). The new landscape of travel: A comprehensive analysis of smartphone apps. In M. Fuchs, F. Ricci, and L. Cantoni (Eds.), Information and Communication Technologies in Tourism 2012 (pp. 308-319). Springer.
Wong, J.-Y., & Wang, C.-H. (2009). Emotional labor of the tour leaders: An exploratory study. Tourism Management, 30(2), 249-259.
doi: 10.1016/j.tourman.2008.06.005
Wong, I. A. (2015). A multimethod multilevel study of heritage trans-mission: The role of culture on tourist interest and authenticity. Journal of Travel Research, 54(5), 672-685.
doi:10.1177/0047287514532368
Wu, G. (1999). Perceived Interactivity and Attitude toward Website. Paper presented at the Annual Conference of American Academy of Advertising.
Yamamoto, D. & Gill, A. M. (1999). Emerging trends in Japanese package tourism. Journal of Travel Research, 38(2), 134-143.
doi:10.1177/004728759903800206
Zapf, D. (2002). Emotion work and psychological well-being: A review of the literature and some conceptual considerations. Human Resource Management Review, 12(2), 237-268.
doi:10.1016/s1053-4822(02)00048-7
Zeithaml, V. A., Bitner, M. J. & Dwayne, D. G. (2013). Services Marketing. Integrating Customer Focus across the Firm, 6th Edition, New York: McGraw-Hill Irwin.
Zhang Q. Z. & Chow I. (2004). Application of importance-performance model in tour guides’ performance: evidence from mainland Chinese outbound visitors in Hong Kong. Tourism Management, 25(1), 81-91.
doi:10.1016/s0261-5177(03)00064-5
Zviran, M., Glezer C. & Avni, I. (2006). User satisfaction from comercial web sites: The effect of design and use. Information and Management, 43(2), 157-178. doi:10.1016/j.im.2005.04.002