| 參考文獻 |
[1]Tillotson, J. E. (2007). Supermarkets-Their Formation Years: Part 1. Nutrition Today, 42(3), 119-122.
[2]Rigby, D. K. (2011). 零售業者得換腦袋!購物的未來進行式 The Future of Shopping. Harvard Business Review(願景篇). Retrieved from https://www.hbrtaiwan.com/article/11845/the-future-of-shopping
[3]Bell, D. R., Gallino, S., & Moreno, A. (2014). How to win in an omnichannel world. MIT Sloan Management Review, 56(1), 45.
[4]Yang, Y., Gong, Y., Land, L. P. W., & Chesney, T. (2020). Understanding the effects of physical experience and information integration on consumer use of online to offline commerce. International Journal of Information Management, 51, 102046.
[5]Seck, A. M., & Philippe, J. (2013). Service encounter in multi-channel distribution context: virtual and face-to-face interactions and consumer satisfaction. The Service Industries Journal, 33(6), 565-579.
[6]Keller, E., & Libai, B. (2009). A Holistic Approach to the Measurement of WOM. Paper presented at the ESOMAR Worldwide Media Measurement Conference, Stockholm.
[7]MAROPOST. (2020). 5 Benefits of Omni-Channel marketing for SMBs. Retrieved from
https://www.maropost.com/5-benefits-of-omni-channel-marketing-for-smbs/
[8]Bernon, M., Cullen, J., & Gorst, J. (2016). Online retail returns management: Integration within an omni-channel distribution context. International Journal of Physical Distribution & Logistics Management.
[9]Foo, J., A-Jalil, E. E., Salmuni, W., & Mustaffa, W. (2020). What′s Up Omni? The Relationship Between Omni-Channel Supply Chain and Logistics Service Quality in Influencing Online Purchasing Behaviour. Int. J. Supply Chain Manag., 9(4), 643-650.
[10]Emma Sopadjieva, Utpal M. Dholakia, & Benjamin, B. (2017). A Study of 46,000 Shoppers Shows That Omnichannel Retailing Works. Harvard Business Review(omnichannel). Retrieved from https://hbr.org/2017/01/a-study-of-46000-shoppers-shows-that-omnichannel-retailing- works
[11]Li, Y., Liu, H., Lim, E. T., Goh, J. M., Yang, F., & Lee, M. K. (2018). Customer′s reaction to cross-channel integration in omnichannel retailing: The mediating roles of retailer uncertainty, identity attractiveness, and switching costs. Decision support systems, 109, 50-60.
[12]Avery, J., Steenburgh, T. J., Deighton, J., & Caravella, M. (2012). Adding bricks to clicks: Predicting the patterns of cross-channel elasticities over time. Journal of Marketing, 76(3), 96-111.
[13]Cao, L., & Li, L. (2015). The impact of cross-channel integration on retailers’ sales growth. Journal of Retailing, 91(2), 198-216.
[14]Verhoef, P. C., Kannan, P. K., & Inman, J. J. (2015). From multi-channel retailing to
omni-channel retailing: introduction to the special issue on multi-channel retailing.
Journal of retailing, 91(2), 174-181.
[15]Hossain, T. M. T., Akter, S., Kattiyapornpong, U., & Dwivedi, Y. (2020).
Reconceptualizing integration quality dynamics for omnichannel marketing. Industrial
Marketing Management, 87, 225-241.
[16]Rigby, D. (2011). The future of shopping. Harvard business review, 89(12), 65-76. [17]Banerjee, M. (2014). Misalignment and its influence on integration quality in
multichannel services. Journal of Service Research, 17(4), 460-474.
[18]Cai, Y.-J., & Lo, C. K. (2020). Omni-channel management in the new retailing era: A
systematic review and future research agenda. International Journal of Production
Economics, 229, 107729.
[19]Mishra, R., Singh, R. K., & Koles, B. (2021). Consumer decision‐making in Omnichannel
retailing: Literature review and future research agenda. International Journal of
Consumer Studies, 45(2), 147-174.
[20]Yurova, Y., Rippé, C. B., Weisfeld-Spolter, S., Sussan, F., & Arndt, A. (2017). Not all
adaptive selling to omni-consumers is influential: The moderating effect of product
type. Journal of Retailing and Consumer Services, 34, 271-277.
[21]Kaptelinin, V., & Nardi, B. (2018). Activity theory as a framework for human-technology
interaction research. In (Vol. 25, pp. 3-5): Taylor & Francis.
[22]Lawry, C. A., & Bhappu, A. D. (2021). Measuring consumer engagement in omnichannel
retailing: the mobile in-store experience (MIX) index. Frontiers in Psychology, 12. [23]Court, D., Elzinga, D., Mulder, S., & Vetvik, O. J. (2009). The consumer decision journey.
McKinsey Quarterly, 3(3), 96-107.
[24]Kumar, V., Dalla Pozza, I., & Ganesh, J. (2013). Revisiting the satisfaction–loyalty
relationship: empirical generalizations and directions for future research. Journal of
retailing, 89(3), 246-262.
[25]Rawson, A., Duncan, E., & Jones, C. (2013). The truth about customer experience.
Harvard business review, 91(9), 90-98.
[26]Radzevičė, J., & Banytė, J. (2020). Driving Factors of Consumer Irrationality in
Omnichannel Consumer Behaviour. In Marketing and Smart Technologies (pp.
146-155): Springer.
[27]Pereira, M. M., & Frazzon, E. M. (2021). A data-driven approach to adaptive
synchronization of demand and supply in omni-channel retail supply chains.
International Journal of Information Management, 57, 102165.
[28]Adivar, B., Hüseyinoğlu, I. Ö . Y., & Christopher, M. (2019). A quantitative performance
management framework for assessing omnichannel retail supply chains. Journal of Retailing and Consumer Services, 48, 257-269.
[29]Ailawadi, K. L., & Farris, P. W. (2017). Managing multi-and omni-channel distribution:
metrics and research directions. Journal of retailing, 93(1), 120-135.
[30]Sousa, R., & Voss, C. A. (2006). Service quality in multichannel services employing
virtual channels. Journal of service research, 8(4), 356-371.
[31]Lee, Z. W., Chan, T. K., Chong, A. Y.-L., & Thadani, D. R. (2019). Customer engagement
through omnichannel retailing: The effects of channel integration quality. Industrial
Marketing Management, 77, 90-101.
[32]Shen, X.-L., Li, Y.-J., Sun, Y., & Wang, N. (2018). Channel integration quality, perceived
fluency and omnichannel service usage: The moderating roles of internal and external
usage experience. Decision Support Systems, 109, 61-73.
[33]Le, A. N. H., & Nguyen-Le, X.-D. (2020). A moderated mediating mechanism of
omnichannel customer experiences. International Journal of Retail & Distribution
Management.
[34]Oh, L.-B., & Teo, H.-H. (2010). Consumer value co-creation in a hybrid commerce
service-delivery system. International Journal of Electronic Commerce, 14(3), 35-62. [35]Wu, J.-F., & Chang, Y. P. (2016). Multichannel integration quality, online perceived value
and online purchase intention: A perspective of land-based retailers. Internet Research. [36]Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of
satisfaction decisions. Journal of marketing research, 17(4), 460-469.
[37]Rust, R. T., & Oliver, R. L. (1994). Service quality: insights and managerial implications from the frontier. Service quality: New directions in theory and practice, 7(12), 1-19.
[38]Torres, E. N., & Kline, S. (2006). From satisfaction to delight: a model for the hotel industry. International Journal of contemporary hospitality management. [39]Garbarino, E., & Johnson, M. S. (1999). The different roles of satisfaction, trust, and
commitment in customer relationships. Journal of marketing, 63(2), 70-87. [40]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. [41]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.
[42]Gupta, S., & Kim, H.-W. (2007). The moderating effect of transaction experience on the
decision calculus in on-line repurchase. International journal of electronic commerce,
12(1), 127-158.
[43]Zhang, Y., Fang, Y., Wei, K.-K., Ramsey, E., McCole, P., & Chen, H. (2011). Repurchase
intention in B2C e-commerce—A relationship quality perspective. Information &
Management, 48(6), 192-200.
[44]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.
[45]Zhao, L., Lu, Y., Zhang, L., & Chau, P. Y. (2012). Assessing the effects of service quality
and justice on customer satisfaction and the continuance intention of mobile value-added services: An empirical test of a multidimensional model. Decision support systems, 52(3), 645-656.
[46]Kim, C., Galliers, R. D., Shin, N., Ryoo, J.-H., & Kim, J. (2012). Factors influencing Internet shopping value and customer repurchase intention. Electronic commerce research and applications, 11(4), 374-387.
[47]Hongyao, N. (2013). Empirical Study of Consumer Purchase Factors Based on Structural Equation Model in B2C E-commerce. Consumer Economics.
[48]Tandon, U., Kiran, R., & Sah, A. N. (2017). Customer satisfaction as mediator between website service quality and repurchase intention: An emerging economy case. Service Science, 9(2), 106-120.
[49]Posselt, T., & Gerstner, E. (2005). Pre-sale vs. post-sale e-satisfaction: Impact on repurchase intention and overall satisfaction. Journal of Interactive Marketing, 19(4), 35-47.
[50]Dichter, E. (1966). How word-of-mouth advertising works. Harvard business review, 44, 147-166.
[51]Anderson, E. W. (1998). Customer satisfaction and word of mouth. Journal of service research, 1(1), 5-17.
[52]Anastasiei, B., & Dospinescu, N. (2019). Paid Product Reviews in Social Media—Are They Effective. Paper presented at the Proceedings of the 34th International Business Information Management Association Conference, Vision.
[53]Anastasiei, B., & Dospinescu, N. (2018). A model of the relationships between the Big Five personality traits and the motivations to deliver word-of-mouth online. Psihologija, 51(2), 215-227.
[54]Huete-Alcocer, N. (2017). A literature review of word of mouth and electronic word of mouth: Implications for consumer behavior. Frontiers in psychology, 8, 1256.
[55]Lam, S. Y., Shankar, V., Erramilli, M. K., & Murthy, B. (2004). Customer value, satisfaction, loyalty, and switching costs: an illustration from a business-to-business service context. Journal of the academy of marketing science, 32(3), 293-311.
[56]Hennig-Thurau, T., Gwinner, K. P., & Gremler, D. D. (2002). Understanding relationship marketing outcomes: An integration of relational benefits and relationship quality. Journal of service research, 4(3), 230-247.
[57]Zhang, J., Onal, S., Das, R., Helminsky, A., & Das, S. (2019). Fulfilment time performance of online retailers–an empirical analysis. International Journal of Retail & Distribution Management.
[58]Ibrahim, N. F., & Wang, X. (2019). A text analytics approach for online retailing service improvement: Evidence from Twitter. Decision Support Systems, 121, 37-50.
[59]Novack, R. A., Rinehart, L. M., & Langley Jr, C. J. (1994). An internal assessment of logistics value. Journal of Business Logistics, 15(1), 113.
[60]La Londe, B. J., Zinszer, P. H., & Management, N. C. o. P. D. (1977). Customer service: meaning and measurement: National Council of Physical Distribution Management.
[61]Perreault Jr, W. D., & Russ, F. A. (1976). Physical Distribution Service in Industrial Purchase Decisions: A Survey of Industrial Purchasing Managers Reveals that Physical Distribution Service Rates Second Only to Product Quality in Influencing Industrial Purchase Decisions. Journal of Marketing, 40(2), 3-10.
[62]Bienstock, C. C., Mentzer, J. T., & Bird, M. M. (1997). Measuring physical distribution service quality. Journal of the Academy of marketing Science, 25(1), 31-44.
[63]Mentzer, J. T., Flint, D. J., & Hult, G. T. M. (2001). Logistics service quality as a segment-customized process. Journal of Marketing, 65(4), 82-104.
[64]Rahman, S. u. (2006). Quality management in logistics: an examination of industry practices. Supply Chain Management: An International Journal.
[65]Hüseyinoğlu, I. Ö . Y., Sorkun, M. F., & Börühan, G. (2018). Revealing the impact of operational logistics service quality on omni-channel capability. Asia Pacific Journal of Marketing and Logistics.
[66]Murfield, M., Boone, C. A., Rutner, P., & Thomas, R. (2017). Investigating logistics service quality in omni-channel retailing. International Journal of Physical Distribution & Logistics Management.
[67]Mirsch, T., Lehrer, C., & Jung, R. (2016). Channel integration towards omnichannel management: a literature review.
[68]Picot-Coupey, K., Huré, E., & Piveteau, L. (2016). Channel design to enrich customers’ shopping experiences: synchronizing clicks with bricks in an omni-channel perspective-the Direct Optic case. International Journal of Retail & Distribution Management.
[69]Juaneda-Ayensa, E., Mosquera, A., & Sierra Murillo, Y. (2016). Omnichannel customer behavior: key drivers of technology acceptance and use and their effects on purchase intention. Frontiers in psychology, 7, 1117.
[70]Woodside, A. G., Frey, L. L., & Daly, R. T. (1989). Linking service quality, customer satisfaction, and behavio. Marketing Health Services, 9(4), 5.
[71]Piotrowicz, W., & Cuthbertson, R. (2014). Introduction to the special issue information technology in retail: Toward omnichannel retailing. International Journal of Electronic Commerce, 18(4), 5-16.
[72]Sharma, N. (2017). H&M dragged down by lack of online-offline integration: Analyst. In: CNBC.
[73]Liu, X., He, M., Gao, F., & Xie, P. (2008). An empirical study of online shopping customer satisfaction in China: a holistic perspective. International Journal of Retail & Distribution Management.
[74]Guo, X., Ling, K. C., & Liu, M. (2012). Evaluating factors influencing consumer satisfaction towards online shopping in China. Asian Social Science, 8(13), 40.
[75]Gounaris, S., Dimitriadis, S., & Stathakopoulos, V. (2010). An examination of the effects of service quality and satisfaction on customers′ behavioral intentions in e‐shopping. Journal of services marketing.
[76]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.
[77]Jones, M. A., & Suh, J. (2000). Transaction‐specific satisfaction and overall satisfaction: an empirical analysis. Journal of services Marketing.
[78]Jones, T. O., & Sasser, W. E. (1995). Why satisfied customers defect. Harvard business review, 73(6), 88-&.
[79]Reichheld, F. F. (1993). Loyalty-based management. Harvard business review, 71(2), 64-73.
[80]Reichheld, F. F., & Teal, T. (1996). The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value (Эффект лояльности: скрытая движущая сила роста, прибыли и постоянной ценности).
[81]Stewart, T. A. (1997). A satisfied customer isn’t enough. Fortune, 136(2), 112-113. [82]Bagozzi, R. P. (1992). The self-regulation of attitudes, intentions, and behavior. Social
psychology quarterly, 178-204.
[83]Arndt, J. (1967). Role of product-related conversations in the diffusion of a new product.
Journal of marketing Research, 4(3), 291-295.
[84]Herr, P. M., Kardes, F. R., & Kim, J. (1991). Effects of word-of-mouth and
product-attribute information on persuasion: An accessibility-diagnosticity perspective.
Journal of consumer research, 17(4), 454-462.
[85]Richins, M. L. (1983). Negative word-of-mouth by dissatisfied consumers: A pilot study.
Journal of marketing, 47(1), 68-78.
[86]Ecker, T., Hans, M., Neuhaus, F., & Spielvogel, J. (2020). Same-day delivery: Ready for
takeoff. In: McKinsey & Company.
[87]Rizzi, W., & Taraporevala, Z. (2019). The balancing act: Omnichannel excellence in retail
banking. McKinsey & Company, 1-10.
[88]Akter, S., Wamba, S. F., & D’Ambra, J. (2019). Enabling a transformative service system
by modeling quality dynamics. International Journal of Production Economics, 207,
210-226.
[89]Oliver, R. L. (2014). Satisfaction: A behavioral perspective on the consumer: A behavioral perspective on the consumer: Routledge.
[90]Johnson, M. D., Anderson, E. W., & Fornell, C. (1995). Rational and adaptive
performance expectations in a customer satisfaction framework. Journal of consumer
research, 21(4), 695-707.
[91]Chiu, C. M., Chang, C. C., Cheng, H. L., & Fang, Y. H. (2009). Determinants of customer
repurchase intention in online shopping. Online information review. [92]Hult, G. T. M. (1998). Managing the international strategic sourcing process as a
market‐driven organizational learning system. Decision Sciences, 29(1), 193-216. [93]Hult, G. T. M., Hurley, R. F., Giunipero, L. C., & Nichols Jr, E. L. (2000). Organizational learning in global purchasing: a model and test of internal users and corporate buyers.
Decision sciences, 31(2), 293-325.
[94]ContactPigeon. (2021). IKEA: The omnichannel strategy the Swedish furniture retailer
used to reach the top. Retrieved from
https://blog.contactpigeon.com/ikea-omnichannel-strategy/
[95]Sabanoglu, T. (2022). World: most valuable retail brands 2021. Retrieved from https://www.statista.com/statistics/267870/brand-value-of-the-leading-most-valuable-r etailers-worldwide/
[96]Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of marketing research, 18(1), 39-50.
[97]Hair, J. F., Anderson, R. E., Tatham, R. L., & William, C. (1998). Black (1998), Multivariate data analysis. In: Upper Saddle River, NJ: Prentice Hall.
[98]張紹勳. (2021). 偏最小平方法的結構方程模型(PLS-SEM):應用 SmartPLS: 五南. |
[Endnote RIS 格式]
[相關文章]
[文章引用]
[完整記錄]
[館藏目錄]
[檢視]
plurk
funp
live
udn
HD
myshare
netvibes
friend
youpush
delicious
baidu
Google bookmarks
del.icio.us
hemidemi
facebook
twitter
google
reddit