參考文獻
中文部分
江世明 (2010)。台灣寵物醫療產業之研究。碩士論文,國立臺灣大學管理學院高階公共管理組,台北市。李 盼、余祁暐、林瑞蓬 (2018)。寵物保健食品發展趨勢與策略規劃。動物&漁業,54,23-33。
李盼、余祁暐、鄭祝菁、吳晉安 (2021)。我國寵物飼主消費結構及飼養態度調查。台灣經濟研究院農業生技產業季刊,65,46-55。
何佳玲、邱靖婷 (2019)。體驗行銷對顧客滿意度與顧客忠誠度影響之研究-以壽險公司服務中心為例。保險專刊,35(1),71-105。
林孟斐、湯大緯、陳朝鍵 (2013)。寵物依戀, 寵物旅遊態度與幸福感關係之研究。國際休閒遊憩與運動管理發展趨勢研討會專刊,112-172。
吳侑寰 (2021)。寵物相關產業消費行為之研究。碩士論文,淡江大學國際企業學系國際行銷碩士在職專班,新北市。孫元婷 (2016)。虛實整合應用於零售業之研究-以寵物產業為例。碩士論文,中原大學企業管理研究所,桃園市。楊長春 (2018)。臺灣寵物產業市場趨勢分析與預估。博士論文,朝陽科技大學企業管理系台灣產業策略發展博士班,台中市。蘇月珍 (2015)。購買機能性寵物食品的決定因素之探討-以台灣室內犬貓為例。碩士論文,國立成功大學高階管理碩士在職專班,台南市。英文部分
Alshurideh, M., Masa’deh, R. M. D. T., & Alkurdi, B. (2012). The effect of customer satisfaction upon customer retention in the Jordanian mobile market: An empirical investigation. European Journal of Economics, Finance and Administrative Sciences, 47(12), 69-78.
Alzaydi, Z. (2023). Examining the mediating effect of multi-channel integration quality in the relationship with service quality, customer satisfaction and customer loyalty in the Saudi banking sector. Management & Sustainability: An Arab Review, (ahead-of-print).
Bello, K. B., Jusoh, A., & Md Nor, K. (2021). Relationships and impacts of perceived CSR, service quality, customer satisfaction and consumer rights awareness. Social Responsibility Journal, 17(8), 1116-1130.
Bitner, M. J., & Hubbert, A. R. (1994). Encounter satisfaction versus overall satisfaction versus quality: the customer's voice. Service Quality: New Directions in Theory and Practice, 72-94.
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.
Brody, R. P., & Cunningham, S. M. (1968). Personality variables and the consumer decision process. Journal of Marketing Research, 5(1), 50-57.
Brown, G. H. (1952). Brand loyalty—Fact or fiction? Advertising Age, 23(June 9), 53-55.
Bruwer, J., & Buller, C. (2013). Product involvement, brand loyalty, and country-of-origin brand preferences of Japanese wine consumers. Journal of Wine Research, 24(1), 38-58.
Calvo-Porral, C., & Levy-Mangin, J. P. (2016). Specialty food retailing: The role of purchase frequency and determinants of customer satisfaction and loyalty. British Food Journal, 118(11), 2798-2814.
Cardozo, R. N. (1965). An experimental study of customer effort, expectation, and satisfaction. Journal of Marketing Research, 2(3), 244-249.
Casaló, L. V., Flavián, C., & Ibáñez-Sánchez, S. (2017). Antecedents of consumer intention to follow and recommend an Instagram account. Online Information Review, 41(7), 1046-1063.
Chiosa, A. R., & Anastasiei, B. (2017). Negative word-of-mouth: Exploring the impact of adverse messages on consumers’ reactions on Facebook. Review of Economic and Business studies, 10(2), 157-173.
Chumpitaz, R., & Paparoidamis, N. G. (2004). Service quality and marketing performance in business‐to‐business markets: exploring the mediating role of client satisfaction. Managing service quality: An international journal, 14(2/3), 235-248.
Churchill Jr, G. A., & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. Journal of Marketing Research, 19(4), 491-504.
Cunningham, R. M. (1956). Brand loyalty-what, where, how much. Harvard Business Review, 34(1), 116-128.
Díaz, G. R. (2017). The influence of satisfaction on customer retention in mobile phone market. Journal of Retailing and Consumer Services, 36, 75-85.
Di Cerbo, A., Palmieri, B., Chiavolelli, F., Guidetti, G., & Canello, S. (2014). Functional foods in pets and humans. International Journal of Applied Research in Veterinary Medicine, 12(3), 192-199.
Duhan, D. F., Johnson, S. D., Wilcox, J. B., & Harrell, G. D. (1997). Influences on consumer use of word-of-mouth recommendation sources. Journal of the Academy of Marketing Science, 25(4), 283-295.
Duong, Q. B. (2016). The influence of store environment on customer satisfaction across different customer demographic segmentations within Australian supermarkets (Doctoral dissertation, Southern Cross University).
DuWors Jr, R. E., & Haines Jr, G. H. (1990). Event history analysis measures of brand loyalty. Journal of Marketing Research, 27(4), 485-493.
Ebrahimi, M. R., & Tootoonkavan, S. (2014). Investigating the effect of perceived service quality, perceived value, brand image, trust, customer satisfaction on repurchase intention and recommendation to other case study: LG company. European Journal of Business and Management, 6(34), 181-186.
Ehrenberg, A. S. (2000). Repeat buying: facts, theory, and application. Journal of Empirical Generalisations in Marketing Science, 5(2), 1-118
Farley, J. U. (1964). Why does brand loyalty vary over products? Journal of Marketing Research, 1 (4), 9–14.
Finn, A., Wang, L., & Frank, T. (2009). Attribute perceptions, customer satisfaction and intention to recommend e-services. Journal of Interactive Marketing, 23(3), 209-220.
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American Customer Satisfaction Index: Nature, Purpose, and Findings. American Customer Satisfaction Index, 7, 7-18.
Grace, E., Girsang, R. M., Simatupang, S., Candra, V., & Sidabutar, N. (2021). Product quality and customer satisfaction and their effect on consumer loyalty. International Journal of Social Science, 1(2), 69-78.
Griffin, J. (1997). Customer Loyalty: How to Earn It, How to Keep It. New York: Lexington Book.
Grönroos, C. (1982), Strategic Management and Marketing in the Service Sector, (published in 1983 in the USA by Marketing Science Institute and in the UK by Studentlitteratur/Chartwell-Bratt), Swedish School of Economics Finland, Helsingfors.
Hallowell, R. (1996). The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study. International Journal of Service Industry Management, 7(4), 27-42.
Hellier, P. K., Geursen, G. M., Carr, R. A., & Rickard, J. A. (2003). Customer repurchase intention: A general structural equation model. European Journal of Marketing, 37(11/12), 1762-1800.
Hermenegildo-Chávez, M. V., Martín-Ruiz, D., & Rondán-Cataluña, F. J. (2023). Point-of-sale loyalty analysis considering store environment (online and offline) and recency of purchase. Revista Brasileira de Gestão de Negócios, 25, 480-497.
Innis, D. E., & La Londe, B. J. (1994). Customer service: the key to customer satisfaction, customer loyalty, and market share. Journal of Business Logistics, 15(1), 1.
Ishaq, M. I., Bhutta, M. H., Hamayun, A. A., Danish, R. Q., & Hussain, N. M. (2014). Role of corporate image, product quality and customer value in customer loyalty: Intervening effect of customer satisfaction. Journal of Basic and Applied Scientific Research, 4(4), 89-97.
Jahanshahi, A. A., Gashti, M. A. H., Mirdamadi, S. A., Nawaser, K., & Khaksar, S. M. S. (2011). Study the effects of customer service and product quality on customer satisfaction and loyalty. International Journal of Humanities and Social Science, 1(7), 253-260.
Javed, F., & Cheema, S. (2017). Customer satisfaction and customer perceived value and its impact on customer loyalty: the mediational role of customer relationship management. Journal of Internet Banking and Commerce, 22(S8), 1-14.
Jones, T. O., & Sasser, W. E. (1995). Why satisfied customers defect? Harvard Business Review, 73(6), 88.
Juanamasta, I. G., Wati, N. M. N., Hendrawati, E., Wahyuni, W., Pramudianti, M., Wisnujati, N. S., ... & Umanailo, M. C. B. (2019). The role of customer service through customer relationship management (CRM) is to increase customer loyalty and a good image. International Journal of Scientific and Technology Research, 8(10), 2004-2007.
Kahn, B. E., Kalwani, M. U., & Morrison, D. G. (1986). Measuring variety-seeking and reinforcement behaviors using panel data. Journal of Marketing Research, 23(2), 89-100.
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, Y. G., & Li, G. (2009). Customer satisfaction with and loyalty towards online travel products: A transaction cost economics perspective. Tourism Economics, 15(4), 825-846.
Kuehn, A. (1962). Consumer brand choice as a learning process. Journal of Advertising Research, 2(March-April), 10-17.
Kumar, V. I. S. W. A. N. A. T. H. A. N., & Shah, D. (2004). Building and sustaining profitable customer loyalty for the 21st century. Journal of Retailing, 80(4), 317-329.
Lauterborn, B. (1990). New Marketing Litany: Four P's Passe: C-Words Take Over. Advertising Age, 61(41), 26.
Leninkumar, V. (2017). The relationship between customer satisfaction and customer trust on customer loyalty. International Journal of Academic Research in Business and Social Sciences, 7(4), 450-465.
Lenka, U., Suar, D., & Mohapatra, P. K. (2009). Service quality, customer satisfaction, and customer loyalty in Indian commercial banks. The Journal of Entrepreneurship, 18(1), 47-64.
Lipstein, B. (1959). The dynamics of brand loyalty and brand switching. In Proceedings of the Fifth Annual Conference on the Advertising Research Foundation (pp. 101–108). New York: Advertising Research Foundation.
Liu, Y. (2007). The long-term impact of loyalty programs on consumer purchase behavior and loyalty. Journal of Marketing, 71(4), 19-35.
Maharsi, A. R., Njotoprajitno, R. S., Hadianto, B., & Wiraatmaja, J. (2021). The effect of service quality and customer satisfaction on purchasing intention: A case study in Indonesia. The Journal of Asian Finance, Economics and Business, 8(4), 475-482.
Massey, W. F., Montgomery, D. B., & Morrison, D. G. (1970). Stochastic Models of Buyer Behavior. Cambridge: MIT Press.
Mittal, V., & Kamakura, W. A. (2001). Satisfaction, repurchase intent, and repurchase behavior: Investigating the moderating effect of customer characteristics. Journal of Marketing Research, 38(1), 131-142.
Nemser, S. M., Doran, T., Grabenstein, M., McConnell, T., McGrath, T., Pamboukian, R., ... & Reimschuessel, R. (2014). Investigation of Listeria, Salmonella, and toxigenic Escherichia coli in various pet foods. Foodborne Pathogens and Disease, 11(9), 706-709.
Ngo, M. V., & Nguyen, H. H. (2016). The relationship between service quality, customer satisfaction and customer loyalty: An investigation in Vietnamese retail banking sector. Journal of Competitiveness, 8(2), 103-116.
Nguyen, D. T., Pham, V. T., Tran, D. M., & Pham, D. B. T. (2020). Impact of service quality, customer satisfaction and switching costs on customer loyalty. The Journal of Asian Finance, Economics and Business, 7(8), 395-405.
Mahamad, O., & Ramayah, T. (2010). Service quality, customer satisfaction and loyalty: A test of mediation. International business research, 3(4), 72.
Mohammed, A., & Rashid, B. (2018). A conceptual model of corporate social responsibility dimensions, brand image, and customer satisfaction in Malaysian hotel industry. Kasetsart Journal of Social Sciences, 39(2), 358-364.
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. (1997). Satisfaction: A behavioral perspective on the consumer. New York: Irwin/McGraw-Hill.
Oliver, R. L. (2006). Customer satisfaction research. The Handbook of Marketing Research: Uses, Misuses, and Future Advances, 1, 569-587.
Ongkowijoyo, T. E. (2022). The Effect of Price and Product Quality on Consumer Satisfaction and Repurchase Interest at Cipork Keriyuk (Cab. G-Walk). International Journal of Review Management Business and Entrepreneurship (RMBE), 2(1), 11-23.
Padlee, S. F., Thaw, C. Y., & Zulkiffli, S. N. A. (2019). The relationship between service quality, customer satisfaction and behavioural intentions. Tourism and Hospitality Management, 25(1), 121-139.
Parasuraman, A., Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64, 12-40.
Prus, A., & Brandt, D. R. (1995). Understanding your customers. Marketing Tools, 2(5), 10-14.
Purnama, N. I., Siswadi, Y., Mujiatun, S., & Jufrizen, J. (2023). The determinants of revisit intention and recommendation intention for domestic tourists. International Journal of Business Economics (IJBE), 4(2), 194-208.
Rauktis, M. E., Rose, L., Chen, Q., Martone, R., & Martello, A. (2017). “Their pets are loved members of their family”: Animal ownership, food insecurity, and the value of having pet food available in food banks. Anthrozoös, 30(4), 581-593.
Razak, I., Nirwanto, N., & Triatmanto, B. (2016). The impact of product quality and price on customer satisfaction with the mediator of customer value. IISTE: Journal of Marketing and Consumer Research, 30, 59-68.
Reichheld, F., & Sasser, W. E. (1990). Zero defections: quality comes to services. Harvard Business Review, 68(September/October), 105-111.
Rust, R. T., & Oliver, R. L. (1994). Service quality: insights and managerial implications from the frontier. in Rust, R.T. and Oliver, R.L. (Eds), Service Quality: New Directions in Theory and Practice, Sage Publications, Thousand Oaks, CA。
Setó-Pamies, D. (2012). Customer loyalty to service providers: examining the role of service quality, customer satisfaction and trust. Total Quality Management & Business Excellence, 23(11-12), 1257-1271.
Silva-Treviño, J. G., Macías-Hernández, B. A., Tello-Leal, E., & Delgado-Rivas, J. G. (2021). The relationship between service quality, customer satisfaction, and customer loyalty: A case study of a trading company in Mexico. CienciaUAT, 15(2), 85-101.
Sözer, E. G., & Civelek, M. E. (2018). How does customer experience shape the attitude towards and intention to brand switching. Journal of Business Research-Turk, 10(1), 856-875.
Syafarudin, A. (2021). The effect of product quality on customer satisfaction implications on customer loyalty in the era Covid-19. Ilomata International Journal of Tax and Accounting, 2(1), 71-83.
Tepeci, M. (1999). Increasing brand loyalty in the hospitality industry. International journal of contemporary hospitality Management, 11(5), 223-230.
Thirumalai, S., & Sinha, K. K. (2011). Customization of the online purchase process in electronic retailing and customer satisfaction: An online field study. Journal of operations management, 29(5), 477-487.
Toh, R. S., Hu, M. Y., & Withiam, G. (1993). Service: The key to frequent-guest programs. Cornell Hotel and Restaurant Administration Quarterly, 34(3), 66-71.
Tufahati, N., Barkah, C. S. A., Tresna, P. W., & Chan, A. (2021). The Impact of Customer Satisfaction on Repurchase Intention (Surveys on Customer of Bloomythings). Journal of Business & Applied Management, 14(2), 177-186.
Van Vaerenbergh, Y., Larivière, B., & Vermeir, I. (2012). The impact of process recovery communication on customer satisfaction, repurchase intentions, and word-of-mouth intentions. Journal of Service Research, 15(3), 262-279.
Venkatakrishnan, J., Alagiriswamy, R., & Parayitam, S. (2023). Web design and trust as moderators in the relationship between e-service quality, customer satisfaction and customer loyalty. The TQM Journal, (ahead-of-print).
White, B. L. (2023). Insights-Driven Development of Humanized Foods for Pets. Meat and Muscle Biology, 6(3).
Winder, R. E., & Judd, D. K. (1996). Organizational orienteering: Linking Deming, Covey, and Senge in an integrated five-dimension quality model. In ASQC Seventh National Quality Management Conference Transactions.
Woodside, A. G., Frey, L. L., & Daly, R. T. (1989). Linking service quality, customer satisfaction, and behavio. Marketing Health Services, 9(4), 5.
Woyo, E., & Slabbert, E. (2023). Competitiveness factors influencing tourists’ intention to return and recommend: Evidence from a distressed destination. Development Southern Africa, 40(2), 243-258.
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.
Zakaria, I., Rahman, B. A., Othman, A. K., Yunus, N. A. M., Dzulkipli, M. R., & Osman, M. A. F. (2014). The relationship between loyalty program, customer satisfaction and customer loyalty in retail industry: A case study. Procedia-Social and Behavioral Sciences, 129, 23-30.
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.
Zhang, X., Zhu, J., Xu, S., & Wan, Y. (2012). Predicting customer churn through interpersonal influence. Knowledge-Based Systems, 28, 97-104.
三、網路資源部分
104招募管理 (2023)。毛經濟「寵」上天!台灣下個兆元產業,寵物市場藍海卡位戰。取自: https://vip.104.com.tw/preLogin/recruiterForum/post/132731。
中央社 (2023)。萌寵經濟當道 農業部攜手台經院共辦2023寵物產業國際論壇 公私協力建立產業優質化發展環境。取自:https://www.cna.com.tw/postwrite/chi/357896。
立法院議題研析 (2021)。我國少子化問題對策研析。取自:https://www.ly.gov.tw/Pages/Detail.aspx?nodeid=6590&pid=207223。
台灣經濟研究院 (2022)。我國寵物產業蓬勃發展下所衍生之龐大商機。取自:https://www.tier.org.tw/comment/pec1010.aspx?GUID=2038c655-0e4b-4ed6-bcb1-5c95af7484d0。
李林璦 (2023)。2023國際寵物產業論壇—全台三成養寵物、市場規模逾500億!盼完善生到死的產業鏈。環球生技 ,取自:https://news.gbimonthly.com/tw/article/show.php?num=63115。
國語辭典 (2021)。教育部國語辭典簡篇本。取自:https://dict.concised.moe.edu.tw/dictView.jsp?ID=11711&la=0&powerMode=0。
數位時代 (2022)。【圖解】全球搶賺9兆寵物商機!生小孩不如養寵物?哪2大戰場最熱?一次看懂。取自:https://www.bnext.com.tw/article/72961/pet-opp-dec-22-mag。
農業部 (2023)。近年來臺灣寵物產業發展情形及相關管理措施。取自:https://www.moa.gov.tw/ws.php?id=2446815。
Hills (2017)。Choosing the best dog food. Available at: https://www.hills.com.tw/dog-care/nutrition-feeding/choosing-best-dog-food.
Oracle (2023)。什麼是客戶忠誠度?取自:https://www.oracle.com/tw/cx/marketing/customer-loyalty/what-is-customer-loyalty/。
ROYAL CANIN (2023)。How to choose the right food for your pet. Available at: https://www.royalcanin.com/tw/dogs/health-and-wellbeing/how-to-choose-the-right-food-for-your-pet.
Sheng Hua Marketing (2023)。客戶忠誠度5大指標。取自:https://shenghua.tw/客戶忠誠度/。
WSAVA (2020)。WSAVA全球營養委員會: 寵物食品選擇建議。取自:https://wsava.org/wp-content/uploads/2020/01/15-寵物食品選擇建議.pdf。
https://vip.104.com.tw/preLogin/recruiterForum/post/132731
https://news.gbimonthly.com/tw/article/show.php?num=63115
https://news.ltn.com.tw/news/life/breakingnews/4500333
https://www.fuelife.com/trend-of-pet-health-products/
https://www.fhk.ndu.edu.tw/site/main/upload/6862ac282432fc1fde400aa74f317621/journal/99-05.pdf
http://ir.lib.pccu.edu.tw/bitstream/987654321/19899/2/gsweb649.pdf
http://tkuir.lib.tku.edu.tw:8080/dspace/retrieve/154980/%E9%AB%94%E9%A9%97%E8%A1%8C%E9%8A%B7%E5%B0%8D%E9%A1%A7%E5%AE%A2%E6%BB%BF%E6%84%8F%E5%BA%A6%E8%88%87%E9%A1%A7%E5%AE%A2%E5%BF%A0%E8%AA%A0%E5%BA%A6%E5%BD%B1%E9%9F%BF%E4%B9%8B%E7%A0%94%E7%A9%B6-%E4%BB%A5%E5%A3%BD%E9%9A%AA%E5%85%AC%E5%8F%B8%E6%9C%8D%E5%8B%99%E4%B8%AD%E5%BF%83%E7%82%BA%E4%BE%8B.pdf