參考文獻 |
1. Abubakar, Binta (2002), “Developing a Framework for Understanding a Tourism Service Setting: An Exploratory Study”, Services Marketing Quarterly, Vol. 23 No. 3, pp. 17-33.
2. Ajzen, Icek (1991), “Theory of Planned Behavior”, Organizational Behavior and Human Decision Process, Vol. 50 No. 2, pp. 179-211.
3. Andaleeb, Syed Saad, and Conway, Carolyn (2006), “Customer Satisfaction in the Restaurant Industry: An Examination of the Transaction-Specific Model”, The Journal of Services Marketing, Vol. 20 No.1, pp. 3-11.
4. Auger, Pat (2005), “The Impact of Interactivity and Design Sophistication on the Performance of Commercial Websites for Small Businesses”, Journal of Small Business Management, Vol. 43 No.2, pp. 119-137.
5. Babin, Barry J., Lee, Yong-Ki., Kim, Eun-Ju., and Griffin, Mitch (2005), “Modeling Consumer Satisfaction and Word-Of-Mouth: Restaurant Patronage in Korea”, The Journal of Services Marketing, Vol. 19 No.3, pp.133-139
6. Bagozzi, Richart P., and Yi, Youjae (1988), “On the Evaluation of Structural Equation Models”, Journal of the Academy of Marketing Science, Vol. 16 No.1, pp. 74-94.
7. Baker, Julie (1986), “The Role of the Environment in Marketing Services: The Consumer Perspective”, In Czepiel, J.A., Congram, C.A. and Shanahan, J. (Eds), The Services Challenge: Integrating for Competitive Advantage (pp. 79-87). American Marketing Association, Chicago, IL.
8. Baker, Julie, Grewal, Dhruv, and Parasuraman, A. (1994), “The Influence of Store Environment on Quality Inferences and Store Image”, Journal of the Academy of Marketing Science, Vol. 22 No.4, pp. 328-339.
9. Baker, Julie, Levy, Michael, and Grewal, Dhruv (1992), “An Experimental Approach to Making Retail Store Environmental Decisions”, Journal of Retailing, Vol. 68 No. 4, pp. 445-460.
10. Baker, Julie, Parasuraman, A., Grewal, Dhruv, and Voss, Glenn. B. (2002), “The Influence of Multiple Store Environment Cues on Perceived Merchandise Value and Patronage Intention, Journal of Marketing, Vol. 66 No.2, pp. 120-141.
11. Baker, Michael J., and Churchill, Gilbert A., Jr. (1977), “The Iimpact of Physically Attractive Models on Advertising Evaluations”, Journal of Marketing Research, Vol. 14 No.4, pp. 538-555.
12. Benkenstein, Martin, Yavas, Ugur, and Forberger, Dirk (2003), “Emotional and Cognitive Antecedents of Customer Satisfaction in Leisure Services: The Case of the Rostock Zoo”, Journal of Hospitality and Leisure Marketing, Vol. 10 No. 3/4, pp. 173-184.
13. Berry, Leonard L., Seiders, Kathleen, and Grewal, Dhruv (2002), “Understanding Service Convenience”, Journal of Marketing, Vol. 66 No.3, pp. 1-17.
14. Bitner, Mary Jo. (1992), “Servicescapes: The Impact of Physical Surroundings on Customers and Employees”, Journal of Marketing, Vol. 56 No. 2, pp 57-71.
15. Bosmans, Anick (2006), “Scents and Sensibility: When do (in) Congruent Ambient Scents Influence Product Evaluations?”, Journal of Marketing, Vol. 70 No. 3, pp. 32-43.
16. Brady, Michael K. (2001), “Some New thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach”, Journal of Marketing, Vol. 65 No. 3, pp 34-49.
17. Cavalcanti, João M. B., and Robertson, David (2003), “Web Site Synthesis Based on Computational Logic”, Knowledge and Information Systems, Vol. 5 No. 3, pp. 263-287.
18. Chen, Yu-Jen (2005), A Study of Influence of Store Atmosphere on Customer Emotion and Customer Loyalty - A Case in STARBUCKS, Unpublished MBA Thesis, National Taipei University, Taiwan.
19. Chen, Zhan, and Dubinsky, Alan J. (2003), “A Conceptual Model of Perceived Customer Value in E-Commerce: A Preliminary Investigation”, Psychology & Marketing, Vol. 20 No.4, pp 323-327.
20. Chiou, Jyh-Shen, and Droge, Cornelia (2006), “Service Quality, Trust, Specific Asset Investment, and Expertise: Direct and Indirect Effects in a Satisfaction-Loyalty Framework”, Journal of Academy of Marketing Science, Vol. 34 No.4, pp. 613-627.
21. Choi, Sejung Marina, and Rifon, Nora J. (2005), “Understanding Celebrity/Product Congruence Effects: The Role of Consumer Attributions and Perceived Expertise”, The Proceeding of American Academy of Advertising, pp. 9-9.
22. Cox, J., and Dale, B. G. (2002), “Key Quality Factors in Web Site Design and Use: An Examination”, The International Journal of Quality & Reliability Management, Vol. 19 No.7, pp. 862-888.
23. Cyr, Dianne, Bonanni, Carole, Bowes, John, and Ilsever, Joe (2005), “Beyond Trust: Web Site Design Preferences Across Cultures”, Journal of Global Information Management, Vol. 13 No.4, pp. 25-54.
24. Dahlén, Micael, and Lange, Fredrik (2004), “To Challenge or not to Challenge: Ad-brand. Incongruency and Brand Familiarity”, Journal of Marketing Theory and Practice, Vol. 12 No.3, pp. 20-35.
25. Dawes, Jillian, and Rowley, Jennifer (1999), “Negative Evaluations of Service Quality - A Framework for Identification and Response”, Journal of Marketing Practice, Vol. 5 No.2, pp. 46-55.
26. Donovan, Robert. J., and Rossiter, John. R. (1982), “Store Atmosphere: An Environmental Psychology Approach”, Journal of Retailing, Vol. 58 No. 1, pp. 34-57.
27. Donovan, R. J., Rossiter, J. R., Marcoolyn, G. and Nesdale, A. (1994), “Store Atmosphere and Purchasing Behavior”, Journal of Retailing, Vo. 70 No. 3, pp. 283–294.
28. Eroglu, Sevgin A., Machleit, Karen A., and Davis, Lenita M. (2003), “Empirical Testing of A Model of Online Store Atmospherics and Shopper Responses”, Psychology & Marketing, Vol. 20 No.2, pp. 139-150.
29. Eroglu, Sevgin A., Machleit, Karen A., and Davis, Lenita M. (2001), “Atmospheric Qualities of Online Retailing: A Conceptual Model and Implications”, Journal of Business Research, Vol. 54 No.2, pp. 177-184.
30. Evans, David S., and Webster, Karen L. (2007), “Designing the Right Product Offerings”, MIT Sloan Management Review, Vol. 49 No.1, pp. 44-50.
31. Faranda, William T. (2001), “A Scale to Measure the Cognitive Control form of Perceived Control: Construction and Preliminary Assessment”, Psychology & Marketing, Vol. 18 No.12, pp. 1259-1281.
32. Fiore, Ann Marie, Jin, Hyun-Jeong, and Kim, Jihyun (2005), “For Fun and Profit: Hedonic Value from Image Interactivity and Responses toward an Online Store”, Psychology & Marketing, Vol. 22 No.8, pp. 669-694.
33. Fiore, Anne Marie, Yah, Xinlu, and Yoh, Eunah (2000), “Effects of a Product Display and Environmental Fragrancing on Approach Responses and Pleasurable Experiences”, Psychology & Marketing, Vol. 17 No.1, pp. 27-54.
34. Fleming, India, Baum, Andrew, and Weiss, Linda (1987), “Social Density and Perceived Control as Mediators of Crowding Stress in High-density Residential Neighborhoods”, Journal of Personality and Social Psychology, Vol. 52 No.5, pp. 899-906.
35. Folkes, Valerie S., Koletsky, Susan, and Graham, John L. (1987), “A Field Study of Causal Inferences and Consumer Reaction: The View from the Airport”, Journal of Consumer Research, Vol. 3 No.4, pp. 534-539.
36. Ford, Robert. C., Heaton, Cherrill P., and Brown, Stephen W. (2001), “Delivering Excellent Service: Lessons from the Best Firms”, California Management Review, Vol. 44 No. 1, pp. 39-56.
37. Fottler, Myron D., Ford, Robert C., Roberts, Velma, Ford, Eric W., and Spears, Julius D., Jr. (2000), “Creating a Healing Environment: The Importance of the Service Setting in the New Consumer-oriented Healthcare System - Practitioner Application”, Journal of Healthcare Management, Vol. 45 No.2, pp. 91-106.
38. Gardner, Meryl Paula (1985), “Mood States and Consumer Behavior: A Critical Review”, Journal of Consumer Research, Vol. 12 No.3, pp. 281-300.
39. Groeppel-Klein, Andrea, and Baun, Dorothea (2001), “The Role of Customers’ Arousal for Retail Stores - Results from an Experimental Pilot Study Using Electrodermal Activity as Indicator”, Advances in Consumer Research, Vol. 28 No.1, pp. 414-419.
40. Haahti, Antti, and Yavas, Ugur (2004), “A Multi-Attribute Approach to Understanding Image of a Theme Park: The Case of SantaPark in Lapland”, European Business Review, Vol. 16 No.4, pp. 390-397.
41. Hair, Joseph F., Anderson, Rolph E., Tatham, Ronald L. and Black, William C. (1998), Multivariate Data Analysis, 5th edition, Prentice Hall, Upper Saddle River, NJ, USA.
42. Hoffman, Donna L, Novak, Thomas P., and Schlosser, Ann E. (2003), “Locus of Control, Web Use, and Consumer Attitudes toward Internet Regulation”, Journal of Public Policy & Marketing, Vol. 22 No.1, pp. 41-57.
43. Hogg, Margaret K., Cox, Alastair J., and Keeling Kathy (2000), “The Impact of Self-Monitoring on Image Congruence and Product/Brand Evaluation”, European Journal of Marketing, Vol. 34 No.5/6, pp. 641-667.
44. Hsieh, Yi-Ching (2005), Screen Colors, Price Fairness Perception, and Purchase Intention: A Study of Online Retail Stores, Unpublished MBA Thesis, Soochow University, Taiwan.
45. Hsu, Chung-Kue, Motley, Carol, and Jung, Kwon (1999), “The Celebrity Endorser and Product Images: To Be or not to Be Congruent? Two Perspectives from Match-up Hypothesis and Mandler's Model”, The Proceedings of American Marketing Association, Vol. 10 Winter, pp. 204-205.
46. Hui, Michael K., and Bateson, John E. G. (1991), “Perceived Control and the Effects of Crowding and Consumer Choice on the Service Experience”, Journal of Consumer Research, Vol. 18 No.2, pp. 174-184.
47. Jewell, Robert D., and Kidwell, Blair (2005), “The Moderating Effect of Perceived Control on Motivation to Engage in Deliberative Processing”, Psychology & Marketing, Vol. 22 No.9, pp. 751-769.
48. Judge, Timothy A., and Ferris, Gerald R. (1993), “Social Context of Performance Evaluation Decisions”, Academy of Management Journal, Vol. 36 No. 1, pp. 80-105.
49. Kahle, Lynn R., and Homer, Pamela M. (1985), “Physical Attractiveness of the Celebrity Endorser: A Social Adaptation Perspective”, Journal of Consumer Research, Vol. 11 No.4, pp. 954-961.
50. Kaltcheva, Velitchka D., and Weitz, Barton A. (2006), “When Should a Retailer Create an Exciting Store Environment?” Journal of Marketing, Vol. 70 No.1, pp. 107-118.
51. Kellaris, James J., and Mantel, Susan Powell (1996), “Shaping Time Perceptions with Background Music: The Effect of Congruity and Arousal on Estimates of Ad Durations”, Psychology & Marketing, Vol. 13 No.5, pp. 501-515.
52. Kim, Kyung Hoon, Park, Jin Yong, Kim, Dong Yul, Moon, Hak Il, and Chun, Ho Chan (2002), “E-lifestyle and Motives to Use Online Games”, Irish Marketing Review, Vol. 15 No.2, pp. 71-77.
53. Koernig, Stephen K. (2003), “E-scapes: The Electronic Physical Environment and Service Tangibility”, Psychology & Marketing, Vol. 20 No.2, pp. 151-167.
54. Kokkinaki, Flora (1999), “Predicting Product Purchase and Usage: The Role of Perceived Control, Past Behavior and Product Involvement”, Advances in Consumer Research, Vol. 26, pp. 576-583.
55. Laroche, Michel, Teng, Lefa, Michon, Richard, and Chebat, Jean-Charles (2005), “Incorporating Service Quality into Consumer Mall Shopping Decision Making: A Comparison Between English and French Canadian Consumers”, The Journal of Services Marketing, Vol. 19 No.3, pp. 157-163.
56. Lee, Dongdae (2002), “Effects of Image Congruence between Store and Product on Consumer Evaluation of Private Label Products”, The Proceedings of American Marketing Association, Vol. 13 Winter, pp. 533-533.
57. Leschnikowski, Katja, Schweizer, Markus, and Drengner, Jan (2006), “Celebrities as ‘Image Conditioner’ for Brands? An Empirical Study Based on the Match-Up Hypothesis”, The Proceedings of American Marketing Association, Vol. 17, pp. 7-8.
58. Limayem, Moez, and Khalifa, Mohamed (2000), “What Makes Consumers Buy from Internet? A Longitudinal Study of Oonline Shopping”, IEE Transaction on Systems, Man, and Cybernetics, Vol. 30 No.4, pp. 421-432.
59. Lovelock, Christopher, and Gummesson, Evert (2004), “Whither Services Marketing? In Search of a New Paradigm and Fresh Perspectives”, Journal of Service Research, Vol. 7 No.1, pp. 20-41.
60. Mano, Haim, and Oliver, Richard L. (1993), “Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction”, Journal of Consumer Research, Vol. 20 No.3, pp. 451-466.
61. Mattila, Anna S., and Wirtz, Jochen (2001), “Congruency of Scent and Music as a Driver of In-Store Evaluations and Behavior”, Journal of Retailing, Vol. 77 No. 2, pp. 273-289.
62. Mattila, Anna S., and Enz, Cathy A. (2002), “The Role of Emotions in Service Encounters”, Journal of Service Research, Vol. 4 No.4, pp. 268-277.
63. Mattila, Anna S., and Wirtz, Jochen (2006), “Arousal Expectations and Service Evaluations”, International Journal of Service Industry Management, Vol. 17 No.3, pp. 229-244.
64. McKinney, Letecia N. (2004), “Creating a Satisfying Internet Shopping Experience via Atmospheric Variables”, International Journal of Consumer Studies, Vol. 28 No.3, pp. 268-283.
65. Mehrabian, Albert, and Russell, James A. (1974), An Approach to Environmental Psychology, MIT Press, Cambridge, MA, USA.
66. Minor, Michael S., Wagner, Tillmann, Brewerton, F. J., and Hausman, Angela (2004), “Rock on! An Elementary Model of Customer Satisfaction with Musical Performances”, The Journal of Services Marketing, Vol. 18 No.1, pp. 7-18.
67. Montoya-Weiss, Mitzi M., Voss, Glenn B., and Grewal, Dhruv (2003), “Determinants of Online Channel Use and Overall Satisfaction with a Relational, Multichannel Service Provider”, Journal of Academy of Marketing Science, Vol. 31 No. 4, pp. 448-458.
68. Moore, Robert S., Stammerjohan, Claire A., and Coulter, Robin A (2005), “Banner Advertiser-web Site Context Congruity and Color Effects on Attention and Attitudes”, Journal of Advertising, Vol. 34 No.2, pp. 71 -84
69. Moye, Letecia N., and Kincade, Doris H. (2002), “Influence of Usage Situations and Consumer Shopping Orientations on the Importance of the Retail Store Environment”, International Review of Retail, Distribution & Consumer Research, Vol. 12 No.1, pp. 59-79.
70. Mummalaneni, Venkatapparao (2005), “An Empirical Investigation of Web Site Characteristics, Consumer Emotional States and On-line Shopping Behaviors”, Journal of Business Research, Vol. 58 No.4, pp. 526-532.
71. Muthukrishnan, A.V., and Kardes, Frank R. (2001), “Persistent Preferences for Product Attributes: The Effects of the Initial Choice Context and Uninformative Experience”, Journal of Consumer Research, Vol. 28 No.1, pp. 89-104.
72. Namasivayam, Karthik (2004), “Action Control, Proxy Control, and Consumers’ Evaluations of the Service Exchange”, Psychology and Marketing, Vol. 21 No.6, pp. 463–480.
73. Nguyen, Nha, and Leblanc, Gaston (2002), “Contact Personnel, Physical Environment and the Perceived Corporate Image of Intangible Services by New Clients”, International Journal of Service Industry Management, Vol. 13 No. 3/4, pp. 242-262.
74. North, Adrian C. and Hargreaves, David J. (1996), “Responses to Music in a Dining Area”, Journal of Applied Social Psychology, Vol. 26 No.6, pp. 491-501.
75. Novak, Thomas P., Hoffman, Donna L., and Yung, Y Yiu-Fai (2000), “Measuring the Customer Experience in Online Environments: A Structural Modeling Approach”, Marketing Science, Vol. 19 No.1, pp. 22-42.
76. Oliver, Richard L. (1997), Satisfaction: A behavioral perspective on the consumer, McGraw-Hill, New York, NY, USA.
77. Pallant, Julie F. (2000), “Development and Validation of a Scale to Measure Perceived Control of Internal States”, Journal of Personality Assessment, Vol. 75 No.2, pp. 308-337.
78. Palmer, Jonathan W. (2002), “Website Usability, Design, and Performance Metrics”, Information Systems Research, Vol. 13 No.2, pp. 151-167.
79. Pan, Yung-Yu (2007), The Influence of Store Atmosphere, Consumer Emotions and Experiential Value on Behavioral Intentions: A Study of the Elite Flagship Store in Shin-Yi branch, Unpublished MBA Thesis, National Taipei University, Taiwan.
80. Parasuraman, A., Zeithaml, Valarie A., and Berry, Leonard L. (1988), “SEVQUAL: A Multiple - item, Scale for Measuring Consumer Perception of Service Quality”, Journal of Retailing, Vol. 64 No.1, pp. 12-40.
81. Ramus, Kim, and Nielsen, Niels Asger (2005), “Online Ggrocery Retailing: What Do Consumers Think?”, Internet Research, Vol. 15 No.3, pp. 335-352.
82. Reddy, Allan C., Buskirk, Bruce D., and Kaicker, Ajit (1993), “Tangibilizing the Intangibles: Some Strategies for Services”, The Journal of Services Marketing, Vol. 7 No. 3, pp. 13-17.
83. Rogers, Everett M. (2003), Diffusion of innovations, 5th edition, Free Press, New York, NY, USA.
84. Rowley, Jennifer, and Slack, Frances (1999), “The Retail Experience in Airport Departure Lounges: Reaching for Timelessness and Placelessness”, International Marketing Review, Vol. 16 No.4/5, pp. 363-375.
85. Sánchez-Franco, Manuel J., and Roldán, José L. (2005), “Web Acceptance and Usage Model: A Comparison Between Goal-directed and Experiential Web Users”, Internet Research, Vol. 15 No.1, pp. 21-48.
86. Seiders, Kathleen, Berry Leonard L. and Gresham, Larry G. (2000), “Attention Retailers: How Convenient is Your Convenience Strategy?”, Sloan Management Review, Vol. 49 No.3, pp. 79-90.
87. Sengrupta, Jaideep, Goodstein, Ronald C., and Boninger, David S. (1997), “All Cues are Not Created Equal: Obtaining Attitude Persistence under Low Involvement Conditions”, Journal of Consumer. Research, Vol. 23 No.4, pp. 315-316.
88. Sherman, Elaine, Mathur, Anil, and Smith, Ruth Belk (1997), “Store Environment and Consumer Purchase Behavior: Mediating Role of Consumer Emotions”, Psychology & Marketing, Vol. 14 No.4, pp. 361-378.
89. Song, Jaeki, and Zahedi, Fatemeh (2005), “A Theoretical Approach to Web Design in E-commerce: A Belief Reinforcement Model”, Management Science, Vol. 51 No.8, pp. 1219-1235.
90. Spool, Jared, Scanlon, Tara, Snyder, Carolyn and DeAngelo Terri (1999), Web Site Usability: A Designer’s Guide, Morgan Kaufmann Publishers, New York, NY, USA.
91. Sullivan, Malcolm (2002), “The Iimpact of Pitch, Volume and Tempo on the Atmospheric Effects of Music”, International Journal of Retail and Distribution Management, Vol. 30 No.6, pp. 323-330.
92. Swanson, Scott R., and Davis, J Charlene (2003), “The Relationship of Differential Loci with Perceived Quality and Behavioral Intentions”, The Journal of Services Marketing, Vol. 17 No.2/3, pp. 202-219.
93. Sweeney, Jilian C., and Wyber, Fiona (2002), “The Role of Cognitions and Emotions in the Music-Approach-Avoidance Behavior Relationship”, The Journal of Services Marketing, Vol. 16 No.1, pp. 51-69.
94. Tax, Stephen S., Colgate, Mark, and Bowen, David E. (2006), “How to Prevent your Customers from Failing”, MIT Sloan Management Review, Vol. 47 No. 3, pp. 30-38.
95. Titus, Philip A., and Everett, Peter B. (1995), “The Consumer Retail Search Process: A Conceptual Model and Research Agenda”, Journal of the Academy of Marketing Science, Vol. 23 No.2, pp. 106-119.
96. van der Heijden, Hans, Verhagen, Tibert, and Creemers, Marcel (2003), “Understanding Online Purchase Intentions: Contributions from Technology and Trust Perspectives”, European Journal of Information Systems, Vol. 12 No. 1, pp. 41-48.
97. Waarts, Eric, van Everdingen, Yvonne M., and van Hillegersberg, Jos (2002), “The Dynamics of Factors Affecting the Adoption of Innovation”, Journal of Product Innovation Management, Vol. 19 No.6, pp. 412-423.
98. Wakefield, Kirk L., and Blodgett, Jeffrey G. (1994), “The Importance of Servicescapes in Leisure Service Settings”, The Journal of Services Marketing, Vol. 8 No. 3, pp. 66-76.
99. Wakefield, Kirk L., and Blodgett, Jeffrey G. (1996), “The Effect of the Servicescape on Customers’ Behavioral Intentions in Leisure Service Settings”, The Journal of Services Marketing, Vol. 10 No.6, pp. 45-61.
100. Wakefield, Kirk L., and Baker, Julie (1998), “Excitement at the Mall: Determinants and Effects on Shopping Behavior”, Journal of Retailing, Vol. 74 No. 4, pp. 515-540.
101. Wang, Liz, Baker, Julie, and Wagner, Judy A. (2002), “The Role of Atmospherics in E-tailing”, The Proceedings of American Marketing Association, Vol. 13, pp. 106-108.
102. Wener, Richard E., and Kaminoff, Robert D. (1982), “Improving Environmental Information: Effects of Signs on Perceived Crowding and Behavior”, Environment and Behavior, Vol. 14 No.6, pp. 671-694.
103. Weiner, Bernard (2000), “Attributional Thoughts about Consumer Behavior”, Journal of Consumer Research, Vol. 27 No.3, pp. 382-387.
104. Weiser, Eric B. (2001), “The Functions of Internet Use & Their Social and Psychological Consequences”, CyberPsychology and Behavior, Vol. 4 No. 6, pp. 723-743.
105. Westbrook, R. A. (1981), “Sources of Satisfaction with Retail Outlets”, Journal of Retailing, Vol. 57 No.3, pp. 68-85.
106. Winsted, Kathryn Frazer (1999), “Evaluating Service Encounters: A Cross-cultural and Cross-industry Exploration”, Journal of Marketing Theory and Practice, Vol. 7 No.2, pp.106-123.
107. Wirtz, Jochen, Mattila, Anna S., and Tan Rachel L P. (2000), “The Moderating Role of Target-Arousal on the Impact of Affect on Satisfaction - An Examination in the Context of Service Enterprises”, Journal of Retailing, Vol. 76 No. 3, pp. 347-365.
108. Yalch, Richard, and Spangenberg, Eric (1990), “Effects of Store Music on Shopping Behavior”, Journal of Consumer Marketing, Vol. 7 No. 2, pp. 55-63.
109. Yun, Zee-Sun, and Good, Linda K. (2007), “Developing Customer Loyalty from E-Tail Store Image Attributes”, Managing Service Quality, Vol. 17 No. 1, pp. 4-22.
110. Zeithaml, Valarie A., Parasuraman, A., and Malhotra, Arvind (2002), “Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge”, Journal of Academy of Marketing Science, Vol. 30 No.4, pp. 362-375. |