網路商店消費者滿意度與再惠顧意願之研究--以實驗網路花店為例

以作者查詢圖書館館藏

、以作者查詢臺灣博碩士

、以作者查詢全國書目

、勘誤回報

、線上人數：29

、訪客IP：3.135.193.179

姓名

劉靜宜(Jing-Yi Liu) 查詢紙本館藏

畢業系所

資訊管理學系

論文名稱

網路商店消費者滿意度與再惠顧意願之研究--以實驗網路花店為例
(The Consumer Satisfaction and the Re-patronage Intention of Cyberstores--Experimental Cyber Flowersoter as Example)

相關論文

★ 影響ERP導入過程及成效因素之研究 - 單一公司兩次導入SAP系統之比較分析	★ 運用資料倉儲技術建置物力動員資訊系統之開發
★ 買方採用自有電子市集之個案研究─以台塑企業為例	★ DEA模型評估經營效率之研究—以某綜合證券商為例
★ 尋求卓越：中小企業資訊部門的管理之個案研究	★ 「證券商共同網路交易平台」之可行性分析
★ 產業競合模式策略探討－以自行車產業為例	★ RFID導入航空貨運站出口作業流程應用之研究
★ 綠色供應鏈活動建構之個案研究-以筆記型電腦製造業為例	★ 導入資訊科技服務管理之評估-以遠東銀行為例
★ 資訊系統導入歷程中專案團隊決策衝突之探討	★ 應用資源基礎理論探討持久競爭優勢-以智慧型手機H公司為例
★ 服務導向架構為基礎的企業流程管理之探討 - 以瀚宇博德股份有限公司為例	★ 沙賓法案實施與企業遵循個案研究--以K公司為例
★ 資訊服務委外之個案分析－以銀行簡訊為例	★ 有線電視業者經營IPTV之競爭優勢分析—以個案公司為例

檔案

[Endnote RIS 格式]

[Bibtex 格式]

[相關文章]

[文章引用]

[完整記錄]

[館藏目錄]

[檢視]

[下載]

本電子論文使用權限為同意立即開放。
已達開放權限電子全文僅授權使用者為學術研究之目的，進行個人非營利性質之檢索、閱讀、列印。
請遵守中華民國著作權法之相關規定，切勿任意重製、散佈、改作、轉貼、播送，以免觸法。

摘要(中)

從電子商務的文獻中發現，在網際商店百家爭鳴的時代，成功的要訣就是，累積臨界數量的參觀者、臨界數量的消費者與臨界數量的交易。要達成這些臨界點，首重之鑰就是----「網站設計的消費者滿意」。而網站內容的主角是「資訊」。另外，從交易的角度觀察電子商務，發覺了消費者忠誠和再惠顧意願的重要性；從媒體的角度觀察電子商務，凸顯了消費者口碑的影響力。因此本研究要探討網路商店的消費者滿意、消費者再惠顧意願與網路商店口碑，三個會影響網路商店是否能永續經營的要素。
關於消費者滿意的學術性研究，大部分是採用Oliver的預期-不確認模型為基礎，且不確認已被證實，是較穩定的消費者滿意度影響因素。因此本研究也以不確認模型為研究架構的基礎。但使用預期為消費者滿意的比較基準，會出現邏輯上的矛盾。且人類是以自身利益需求，為評斷事物的基礎，而「渴望」的意義所指就是人類需求。根據以上發現，本研究欲同時以網路消費者對「資訊充足的預期」與網路消費者對「資訊充足的渴望」，作為網站「資訊充足程度」之績效表現的比較基準，比較兩者對網路商店消費者滿意的影響。
本研究將以實驗室實驗法，驗證所提出之研究假說。研究結果發現：
1、網路商店「資訊充足的預期」對「資訊充足預期認同性」的影響、網路商店「資訊充足的預期」與「資訊充足程度」的交互作用對「資訊充足預期認同性」的影響均不顯著。
2、網路商店「資訊充足的渴望」對「資訊充足渴望認同性」的影響、「資訊充足的渴望」與「資訊充足程度」的交互作用對「資訊充足渴望認同性」的影響均顯著。
3、「資訊充足渴望認同性」對於「網路商店消費者滿意度」的影響，大於「資訊充足預期認同性」對於「網路商店消費者滿意度」的影響。
4、無論從整體滿意或資訊滿意的角度觀察，都發現「消費者滿意」會影響「網路商店的再惠顧意願」。
5、「網路商店的口碑」會影響「消費者滿意」與「再惠顧意願」間的關係。

摘要(英)

Abstract
Consumer Satisfaction has been a popular research issue in business administration field. In 1990s, Internet springs up and becomes a hot topic everywhere. The fever of Electronic Commerce extends from the 20 century to the 21 century.
According to the literatures about Electronic Commerce, the essential factor of the success for cyberstores is to accumulate critical mass of visitors, consumers and deals in the chaotic era of virtual world. The key to reach these critical points is “ The Consumer Satisfaction of Website Design”. “Information” is one of the leading characters of Website. Moreover, from the point of transaction, we discover the importance of consumer loyalty and the re-patronage intention for cyberstores; from the view of media, the influence of word-of-mouth is great for cyberstores. Therefore, this thesis discusses about the three determinative factors of cyberstores: Consumer Satisfaction, Consumer Re-patronage Intention and Word-of-Mouth.
Most of the researchers of Consumer Satisfaction field adopt Expectancy-Disconfirmation Paradigm as based model. In addition, There have been many proofs show that disconfirmation is a more stable factor for Consumer Satisfaction. Therefore, the thesis also adopts disconfirmation model as basis. However, there are a number of conceptual problems with the use of expectations as comparison standard. Human being evaluates event or object by self-need and self-benefit. “Desire” means needs of human being. According to these causes, we utilize cyberstore consumers’ “Expectation of Information Sufficiency” and “Desire of Information Sufficiency” as the comparison standard simultaneously. Then, compare their result for the influence of cyberstore consumers’ satisfaction.
The thesis use lab-experimentation to examine the hypothesis which we proposed. The result as following:
1) Both the influence of “Expectation of Information Sufficiency” on “Expectation Congruency of Information Sufficiency ” and the influence of the intercorrelation of “Expectation of Information Sufficiency” and “Information Sufficiency” on “Expectation Congruency of Information Sufficiency” are not significant.
2) Both the influence of “Desire of Information Sufficiency” on “Desire Congruency of Information Sufficiency ” and the influence of the intercorrelation of “Desire of Information Sufficiency” and “Information Sufficiency” on “Desire Congruency of Information Sufficiency” are significant.
3) The influence of “Desire Congruency of Information Sufficiency ” is larger than the influence of “Expectation Congruency of Information Sufficiency ” on “Consumer Satisfaction of Cyberstore”.
4) “Consumer Satisfaction of Cyberstore” influences significantly “Re-patronage Intention of Cyberstore” from both the view point of overall satisfaction and information satisfaction.
5) “Word-of-Mouth of Cyberstore” influence the relationship between “Consumer Satisfaction of Cyberstore” and “Re-patronage Intention of Cyberstore”.

關鍵字(中)

★ 消費者滿意
★ 電子商務
★ 網路商店
★ 口碑
★ 再惠顧意願
★ 資訊充足

關鍵字(英)

★ Consumer Satisfaction
★ Electronic Commerce
★ Cyberstore
★ Word-of-Mouth
★ Re-patronage Intention
★ Information Sufficiency

論文目次

第一章緒　論 1
1.1 研究背景 1
1.2 研究動機 4
1.3 研究目的 7
1.4 論文架構與研究程序 8
第二章文獻探討 10
2.1 電子商務文獻 10
2.2 消費者滿意文獻19
2.3 消費者滿意之後25
第三章研究模型與假說32
3.1 研究模型推導 32
3.2 構念定義 37
3.3 研究假說 40
第四章研究方法 46
4.1 實驗設計 46
4.2 構念的操作化 48
4.3 實驗前測 50
4.4 實驗問卷 53
4.5 資料分析方法 55
第五章資料分析 58
5.1 受測樣本分布狀況58
5.2 問卷信度與效度檢定58
5.3　預期之效用 62
5.4 渴望之效用 66
5.5 預期認同性與渴望認同性之比較 70
5.6 消費者滿意與口碑影響前的再惠顧意願73
5.7 網路商店口碑的影響 74
第六章結論與建議 79
6.1 研究結論 79
6.2 研究建議 81
6.3 研究限制 84
參考文獻： 85
附錄：
附錄一（前測問卷） A1
附錄二（實驗問卷） A3
附錄三（實驗指引） A6
附錄四（高資訊充足之預期宣傳廣告）A7
附錄五（低資訊充足預期之宣傳廣告）A8
附錄六（正面口碑） A9
附錄七（負面口碑） A12
附錄八（網頁設計） A14

參考文獻

1. 施心慧，「廣告上網大勢所趨」，廣告雜誌，Jan 1999
2. 張詠，「活著就是勝利－台灣電子商務現況」，Internet Pioneer，1998
3. 黃錦祥，消費者選擇網路購物的經濟分析，國立中山大學資訊管理系博士論文，1998
4. 曾聖雅，信用卡產業之消費者滿意模型研究，國立台灣大學國際企業研究所碩士論文，1997
5. 武田哲男，消費者滿意總動員，中國生產力中心，1995
6. Adams, J. Stacy (1963), “Towards an Understanding of Inequity,” Journal of Abnormal and Social Psychology, 67 (Oct.), 422-436
6. Adams, J. Stacy (1963), “Towards an Understanding of Inequity,” Journal of Abnormal and Social Psychology, 67 (Oct.), 422-436
6. Adams, J. Stacy (1963), “Towards an Understanding of Inequity,” Journal of Abnormal and Social Psychology, 67 (Oct.), 422-436
9. Anderson, Euqene W. & Mary W. Sullivan (1993), “The Antecedents and Consequences of Customer Satisfaction For Firims,” Marketing Science, 12 (Spring), 125-143.
10. Angelides, Marios C (1997), “Implementing the Internet for Business: A Global Marketing Opportunity,” International Journal of Information Management, 17(6), 405-419.
11. Auger, P. & J. M. Gallaugher (1997), “Factors Affecting the Adoption of and Internet-Based Sales Presence for Small Business,” The Information Society, 13(1), 55-74.
11. Auger, P. & J. M. Gallaugher (1997), “Factors Affecting the Adoption of and Internet-Based Sales Presence for Small Business,” The Information Society, 13(1), 55-74.
13. Bearden, William O. & Jesse E. Teel (1983), “Some Determinants of Consumer Satisfacion and Complaint Reports,” Journal of Marketing Research, 20 (Feb), 21-28.
14. Bettman, James R. (1974), “A Threshold Model of Attribute Satisfaction Decision,” Journal of Consumer Research, 1 (Sep), 30-35.
15. Bhimani, A. (1996), “Securing the Commerical Internet,” Communications of the ACM, 39(6), 29-35.
16. Blake, C. (1996), “Shop Around the Clock,” Internet World, 7, 70-71.
16. Blake, C. (1996), “Shop Around the Clock,” Internet World, 7, 70-71.
16. Blake, C. (1996), “Shop Around the Clock,” Internet World, 7, 70-71.
19. Burke, Raymond R. (1997), “Do You See What I See? The Future of Virtual shopping,” Journal of the Academy of Marketing Science, 25, 352-360.
20. Cadotte, Ernest R., Robert B. Woodruff & Roger L. Jenkins (1987), “Expectations and Norms in Models of Consumer Satisfaction,” Journal of Marketing Research, 24 (August), 305-314.
21. Cardozo, Richard N. (1965), “An Experimental Study of Consumer Effort, Expectation and Satisfaction,” Journal of Marketing Research, 2 (Aug), 244-249.
22. Castells, Manuel (1996), The Rise of the Network Society, Blackwell Publisher Led.
23. Chen, Hsiang, R. T. Wigand & M. S. Nilan (1999), “Optimal Experience of Web Activities.” Computer in Human Behavior, 15, 585-608
23. Chen, Hsiang, R. T. Wigand & M. S. Nilan (1999), “Optimal Experience of Web Activities.” Computer in Human Behavior, 15, 585-608
25. Churchill, Bilbert A., Jr. & Carol Surprenant (1982), “An Investegation into the Determinant of Consumer Satisfaction,” Journal of marketing Research, 19(Nov), 491-504.
25. Churchill, Bilbert A., Jr. & Carol Surprenant (1982), “An Investegation into the Determinant of Consumer Satisfaction,” Journal of marketing Research, 19(Nov), 491-504.
27. Cohn, Joel B. & M. E. Goldberg (1970), “The Dissonance Model in Post-Decision Product Evaluation,” Journal of Marketing Research, 7(Aug), 315-21.
28. Craft, Stephen H (1999), “Marketers Gain by Measuring True Loyalty,” Marketing News, 33(May), 18
29. Davie, B. O. Diarmuid & V. Marita (1997), “Mining the Clickstream,” Upside(Feb), 101-106
30. Davidow, William H. & Bro. Uttal (1989), Total Customer Service: The Utimate Weapon, New York: Harper and Row.
30. Davidow, William H. & Bro. Uttal (1989), Total Customer Service: The Utimate Weapon, New York: Harper and Row.
32. Douglass, Michelle (1998), “Try Before Buy Marketing,” Computer Dealer News, 14(Mar), 14
32. Douglass, Michelle (1998), “Try Before Buy Marketing,” Computer Dealer News, 14(Mar), 14
32. Douglass, Michelle (1998), “Try Before Buy Marketing,” Computer Dealer News, 14(Mar), 14
35. Dutta, Soumitra & Arie Segev (1999), “Business Transformation in the Internet,” European Management Journal, 17(Oct), 466-476.
36. Engel, James F. & Roger D. Blackwell (1982), Consumer Behavior, New York: Holt, Rinehart, and Winston.
37. Engle, James F., Roger D. Blackwell & Paul W. Miniard (1990), Consumer Behavior 6th Edition, Chicago: Dryden Press.
38. Fishbein, Martin & Ajzen Icek (1975), Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research, Reading, MA: Addison-Wesley.
38. Fishbein, Martin & Ajzen Icek (1975), Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research, Reading, MA: Addison-Wesley.
40. Fornel, Claes (1992), “A National Customer Satisfaction Barometer: The Swedish Experience,” Journal of Marketing Research, 19 (Nov), 440-452.
40. Fornel, Claes (1992), “A National Customer Satisfaction Barometer: The Swedish Experience,” Journal of Marketing Research, 19 (Nov), 440-452.
42. Gronrros, C. (1983), Strategic Management and Marketing in the Service Sector, Cambridge, Mass: Marketing Science Institute.
43. Gurney, Peter (1999), “Influence Is The Better Part of Loyalty,” Marketing News, 33(Oct), 40.
44. Gutman, Jonathan (1982), “A Means-End Chain Model Based on Consumer Categorization Processes.” Journal of Consumer Research, 46 (Spring), 60-72.
45. Hagel Ⅲ, John & Arthur G. Armstrong (1997), Net Gain: Expanding Markets Through Virtual Communities, McKinsey & Company
46. Hepwroth, Micheal (1998), “The Power of Negative Thinking,” CMA Management, 72(Feb), 34
46. Hepwroth, Micheal (1998), “The Power of Negative Thinking,” CMA Management, 72(Feb), 34
48. Hodges, M. (1997), “Is Web Business Good Business?” MIT’s Technology Review, 100(6), 22-28
48. Hodges, M. (1997), “Is Web Business Good Business?” MIT’s Technology Review, 100(6), 22-28
50. Howard, John A & J. N. Sheth (1969), The Theory of Buyer Behavior, New York: John Wiley & Sons.
51. Huizingh, Eelko K.R.E. (2000), “The Content and Design of Web Sites: An Empirical Study,” Information & Management, 37, 123-134
51. Huizingh, Eelko K.R.E. (2000), “The Content and Design of Web Sites: An Empirical Study,” Information & Management, 37, 123-134
51. Huizingh, Eelko K.R.E. (2000), “The Content and Design of Web Sites: An Empirical Study,” Information & Management, 37, 123-134
54. James, Don L., Richard M. Durand & Robert A. Dreves (1976), “The Use of a Multi-Attribute Attitude Model in a Store Image Study,” Journal of Retailing, 52 (Summer), 23-32.
55. Kalakota, R. & A. B. Whinston (1996), Frontiers of Electronic Commerce, Addison-Wesley, Reading, MA.
56. Kim, Jimwoo (1997), “Toward the Construction of Customer Interfaceds for Cyber Shopping Mall─HCI Research for Electronic Commerence,” Electronics Markets, 7(2), 12-15.
57. Kotha, Suresh (1998), “Competing on the Internet: The Case of Amazon.com,” European Management Journal, 16 (2), 212-222.
58. Kotler, Philip, Siew Meny Leong, Swee Hwn Ang, & Ehin Tiong Tan (1996), in Marketing Management-An Asia Perspection, Simon & Schuster(Asia) pte Ltd.,
59. Kotha, Surech (1998), “Competing on the Internet: The Case of Amazon.com,” European Management Journal, 16(April), 212-222.
60. Kourilsky, Marilyn & Trudy Murray (1981), “The Use of Economic Reasoning to Increase Satisfaction with Family Decision Making,” Journal of Consumer Research, 8 (Sep), 183-188
60. Kourilsky, Marilyn & Trudy Murray (1981), “The Use of Economic Reasoning to Increase Satisfaction with Family Decision Making,” Journal of Consumer Research, 8 (Sep), 183-188
60. Kourilsky, Marilyn & Trudy Murray (1981), “The Use of Economic Reasoning to Increase Satisfaction with Family Decision Making,” Journal of Consumer Research, 8 (Sep), 183-188
63. Liang, T. P. & J. S. Huang (1998), “An Empirical Study on Consumer Acceptance of Products on Electronic Market: A Transaction Cost Model,” Dicision Support Systems, Forthcoming.
63. Liang, T. P. & J. S. Huang (1998), “An Empirical Study on Consumer Acceptance of Products on Electronic Market: A Transaction Cost Model,” Dicision Support Systems, Forthcoming.
65. Lindquist, Jay. D. (1974), ”Meaning of Image: A survey of Empirical and Hypothetical Evidence,” Journal of Retailing, 50 (Winter), 29-38.
66. Liu, C., K. P. Arnett, L. M. Capella & R. C. Beatty (1996), “Web Sites of the Fortune 500 Companiew Facing Customers Through Home Pages,” Information & Management, 31(6), 335-345
67. Locke, Edwin A. (1967), “Relationship of Success and Expectation to Affect on Goal-Seeking Tasks,” Journal of Personality and social Psychology, 7(2), 125-134
68. MacClaren, R. C. (1995), “The Web Means Busniess,” PROMO: The Magazine of Promotion Marketing ( Dec), pp.31
68. MacClaren, R. C. (1995), “The Web Means Busniess,” PROMO: The Magazine of Promotion Marketing ( Dec), pp.31
70. Monoky, John F. (1998), “Does Satisfaction Equal Loyalty?” Industrial Distribution, 87(Aug), 88
70. Monoky, John F. (1998), “Does Satisfaction Equal Loyalty?” Industrial Distribution, 87(Aug), 88
72. Neal, William D. (1999), “Satisfaction Is Nice, but Value Drives Loyalty” Marketing Research (Spring), 20-23.
73. O’Connor, Gina Colarelli & O’Keefe Bob (1997), “Viewing the Web as Marketplace: the Case of Small Companies,” Decision Support System, 21, 171-183.
73. O’Connor, Gina Colarelli & O’Keefe Bob (1997), “Viewing the Web as Marketplace: the Case of Small Companies,” Decision Support System, 21, 171-183.
73. O’Connor, Gina Colarelli & O’Keefe Bob (1997), “Viewing the Web as Marketplace: the Case of Small Companies,” Decision Support System, 21, 171-183.
76. Oliver, Richard L. (1980), “A Cognitive Model of the Antecedents and Consequences of Satisfaction Dicision,” Journal of Marketing Research, 17( Nov.), 460-469.
77. Oliver, Richard L. (1981), “Measurement and Evaluation of Satisfaction Process in Retail Setting,” Journal of Retailing, 57 (Fall), 25-48.
78. Oliver, Richard L. (1999), “Whence Consumer Loyalty?” Journal of Marketing, 63, 33-44
78. Oliver, Richard L. (1999), “Whence Consumer Loyalty?” Journal of Marketing, 63, 33-44
80. Oliver, Richard L. & William O. Bearden (1985), “Disconfirmation Processes and Consumer Evaluations in Product Usage,” Journal of Business Research, 13(Jun.), 495-507.
81. Oliver, Richard L. & Wayne S. DeSarbo (1988), “Response Determinants in Satisfaction Judgment,” Journal of Consumer Research, 14 (Mar.), 495-507.
81. Oliver, Richard L. & Wayne S. DeSarbo (1988), “Response Determinants in Satisfaction Judgment,” Journal of Consumer Research, 14 (Mar.), 495-507.
83. Olshavsky, Richard W. & John A. Miller (1972), “Consumer Expectations, Product Performance, and Perceived Product Quality,” Journal of Marketing Research, 9 (Feb), 19-21.
83. Olshavsky, Richard W. & John A. Miller (1972), “Consumer Expectations, Product Performance, and Perceived Product Quality,” Journal of Marketing Research, 9 (Feb), 19-21.
85. Olson, Jerry C. & Philip A. Dover (1979), “Disconfirmation of Consumer Expectatioin Through Product Trial,” Journal of Applied Psychology, 64(2), 179-189
86. Ouimette, Gates (1999), “Building or Buying Web Success.” Best’s Review (Feb), 84
87. Peters, Tom (1987), Thriving on Chaos, New York: Harper and Row.
87. Peters, Tom (1987), Thriving on Chaos, New York: Harper and Row.
89. Pfaff, Anita B. (1972), “An Indes of Consumer Satisfaction,” in Proceedings, M. Venkatesan, ed. Iowa City: Association for Consumer Research, 713-737.
90. Pickle, Hal B. & Robert Bruce (1972), “Consumerism, Product Satisfaction/Dissatisfaction: An Empirical Investigation.” Southern Journal of Business, 7 (Sep), 87-100.
91. Reda, Susan (1999), “Research Probes Links Between On-line Satisfaction and Customer Loyalty,” Store, 81(8), 65.
92. Ryan, Michael J. (1999), “Diagnosing Customer Loyalty Drivers,” Marketing Research, 11(2), 18-27.
93. Scheier, R. L. (1997), ”The Chat Trap,” Computerworld, 31 (Aug), 64-65.
94. Schneider, Benjamin & David E. Bowen (1999), “Understanding Customer Delight and Outrage,” Sloan Management Reivew, 41 (Fall ), 35-46.
95. Senn, J. A. (1996), “Capitalizing on Electronic Commerce: The Role of the Internet in Electronic Markets,” Information Systems Management (Summer), 15-25.
96. Shaw, Michael J., David M. Gardner, Howard Thomas (1997), “Research Opportunities in Electronic Commerce,” Decision Support Systems, 21, 149-156
97. Sherif, M. & C. I. Hovland (1961), Social Judgment: Assimilation and Contrast Effects in Communication and Attitude Change, New Haven, CT: Yale University Press.
98. Sirgy, Joseph M. (1984), “A Social Cognition Model of Consumer Satisfaction/Dissatisfaction,” Psychology and Marketing, 1 (summer), 27-43.
99. Spreng, Richard A. & Richard W. Olshavsky (1993), “A Desires Congruency Model of Consumer Satisfaction,” Journal of the Academy of Marketing Science, 21(3), 196-177.
100. Spreng, Richard A., Scott B. MacKenzie & Richard W. Olshavsky (1996), “Areexamination of the Determinants of Consumer Satisfaction,” Journal of Marketing, 60(July), 15-32.
101. Strader, Troy J. & Michael J. Shaw (1997), “Characteristics of Electronic Markets,” Decision Support Systme, 21, 185-198.
102. Stratigos, Anthea (1999), “Measuring End-user Loyalty Matter,” Online,23(6), 74-78
102. Stratigos, Anthea (1999), “Measuring End-user Loyalty Matter,” Online,23(6), 74-78
102. Stratigos, Anthea (1999), “Measuring End-user Loyalty Matter,” Online,23(6), 74-78
105. Swan, John E. & Trawick I. Frederick (1981), “Disconfirmation of Expectation and Satisfaction with a Retail Service,” Journal of Retailing, 57 (Fall), 49-67.
105. Swan, John E. & Trawick I. Frederick (1981), “Disconfirmation of Expectation and Satisfaction with a Retail Service,” Journal of Retailing, 57 (Fall), 49-67.
107. Tolman, E. C. (1932), Purposive Behavior in Animals and Men, New York: Appleton-Century.
107. Tolman, E. C. (1932), Purposive Behavior in Animals and Men, New York: Appleton-Century.
109. Tse, David K. & Peter C. Wilton (1988), “Models of Consumer Satisfaction Formation: An Extension,” Journal of Marketing Research, 15 (May), 204-212.
109. Tse, David K. & Peter C. Wilton (1988), “Models of Consumer Satisfaction Formation: An Extension,” Journal of Marketing Research, 15 (May), 204-212.
109. Tse, David K. & Peter C. Wilton (1988), “Models of Consumer Satisfaction Formation: An Extension,” Journal of Marketing Research, 15 (May), 204-212.
109. Tse, David K. & Peter C. Wilton (1988), “Models of Consumer Satisfaction Formation: An Extension,” Journal of Marketing Research, 15 (May), 204-212.
113. Westbrook, Robert A. (1980), ”Intrapersonal Affective Influences on Consumer Satisfaction with Products,” Journal of Consumer Research, 7 (Jun), 49-54.
114. Westbrook, Robert A. (1987), “Product/Consumption-Based Affective Response and Postpurchase Processes,” Journal of Marketing Research, 24 (Aug), 258-270
115. Westbrook, Robert A. & Joseph W. Newman (1978), “An Analysis of Shopper Dissatisfaction for Major Household Appliances,” Journal of Marketing Research,, 15 (Aug), 456-466.
116. Westbrook, Robert A., Joseph W. Newman & James R. Taylor (1978), “Consumer Satisfaction/Dissatisfaction in the Purchase Decision Process,” Journal of Marketing, 42 (Oct), 54-60.
116. Westbrook, Robert A., Joseph W. Newman & James R. Taylor (1978), “Consumer Satisfaction/Dissatisfaction in the Purchase Decision Process,” Journal of Marketing, 42 (Oct), 54-60.
116. Westbrook, Robert A., Joseph W. Newman & James R. Taylor (1978), “Consumer Satisfaction/Dissatisfaction in the Purchase Decision Process,” Journal of Marketing, 42 (Oct), 54-60.
119. Weylman, C. Richard (1999) “Marketing for Forward Thinker,” National Underwriter, 103 (Jun), 24-27.
119. Weylman, C. Richard (1999) “Marketing for Forward Thinker,” National Underwriter, 103 (Jun), 24-27.
119. Weylman, C. Richard (1999) “Marketing for Forward Thinker,” National Underwriter, 103 (Jun), 24-27.
119. Weylman, C. Richard (1999) “Marketing for Forward Thinker,” National Underwriter, 103 (Jun), 24-27.
123. Yi, Youjae (1989), “An Investigation of the Structure of Expectancy-Value Attitude and Its Implications,” International Journal of Research in Marketing, 6 (Dec), 71-83
124. Yi, Youjae (1990), “A Critical Review of Consumer Satisfaction,” In Review in Marketing, Valarie A. Zeithaml. ed. Chicago: American Marketing Association, 68-123
125. Zwass, Vladimir (1996), “Electronic Commerce: Structures and Issues,” International Journal of Electronic Commerce, 1 (1), 3-23.

指導教授

王存國(Tswen-Gwo Wang)

審核日期

2000-6-20

推文