博碩士論文 944203007 詳細資訊




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:13 、訪客IP:3.238.199.4
姓名 蔡依玲(Yi-Ling Tsai)  查詢紙本館藏   畢業系所 資訊管理學系
論文名稱 影響金融服務業之多重通路使用者評估通路整合性的因素
(Determinants of Multichannel Users’ Evaluation on Channel Integration in Financial Services)
相關論文
★ 網站設計探討—以國內外連鎖飯店集團為例★ 智慧型手機使用者介面與消費者態度之關聯
★ 零售業全通路策略分析 -以Family Mart為例★ 顧客對折扣促銷的評價-探討商店定價策略、促銷語意線索與折扣深度對消費者認知的影響
★ 網路拍賣中外部線索的一致性:在不同的資訊不對稱程度下,起始價格以及賣方聲譽對於拍賣結果影響之探討。★ 影響網路口碑行為意圖之因素分析
★ 在多通路環境中,實體通路的存在如何影響顧客決策★ 混合情緒操控與間接體驗產品途徑對消費者之影響-以創新產品為主
★ 服務業不同廣告型式的效果如何受消費者性別及代言人類型而改變★ 消費者於多通路環境下之跨通路搭便車行為之決定因素
★ 如何撰寫較好的網路口碑★ 探討線上環境中互動與故事對廣告效果之影響
★ 不同決策特質與搜尋時間壓力下部落格設計與使用者滿意度之探討★ 主購社群關係與主購經驗分享對網路合購行為因素影響之探討
★ 使用者產生內容:展新的比較式廣告手法★ 網路拍賣的原諒行為對潛在消費者信任度及購買意圖之影響
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]   至系統瀏覽論文 ( 永不開放)
摘要(中) 隨著多重通路策略的廣泛運用及服務接觸通路的迅速改變,服務業者不僅須要了解顧客面對多重通路選擇的考量因素,也須了解顧客評估多重通路的依據。雖然在多重通路服務經驗整合的相關研究中,研究者均強調多重通路整合的重要性,但對於通路間的整合內涵,以及整合的效果,仍少見相關的實証研究。因此,本研究之主要目的為運用多重通路管理及關係行銷理念的結合去探討金融業顧客面對多重通路時,如何評估多重通路之間的整合性,並因此形成整體知覺價值,進而影響其留存行為或提高購買行為等行為意向。
為了探討顧客進行通路整合評估的影響因素,本研究將以國內的金融服務業為研究範圍,研究結果顯示通路特性如通路間資訊一致性、通路可獲得性、通路間顧客個人資料整合性以及顧客個人特質將會影響顧客對多重通路整合性的評估,並透過顧客知覺品質、知覺風險及通路間轉換成本影響顧客整體知覺價值,進而影響顧客行為意向。
摘要(英) With channels of distribution changing rapidly and multichannel strategy becoming increasingly widespread, service providers will need to focus not just on understanding what drives customers’ channel choice, but also on understanding the determinants of customers’ channel evaluation. Although the importance of channel integration has been emphasized, there is limited empirical research to suggest what contents should be included into channel integration. The purpose of this study aims to develop a model which combines the concepts of relationship marketing with multichannel management for understanding what determinants contribute to multichannel customers’ perceived value and thereby lead to behavioral intentions.
In order to understand the impacts of channel attributes and consumer traits on customer’s evaluation of integrated channels, this study selects the financial service industry as the target. The results of the study show that customer traits and channel characteristics categorized as information consistency, channel accessibility and personal data integration indeed have impacts on customers’ evaluation of channel integration and customers’ perceived value through perceived quality, perceived risk and channel switching cost, and in turn, the customers’ perceived value has the positive influence on customers’ behavioral intentions.
關鍵字(中) ★ 金融服務業
★ 多重通路整合
★ 多重通路
關鍵字(英) ★ multi-channel integration
★ financial services
★ multi-channel
論文目次 Table of Contents
Table of Contents I
List of Tables III
List of Figures IV
Ch1 Introduction 1
Ch2 Conceptual Background 5
2.1 Retention, Participation and Cooperation 8
2.2 Perceived Value 9
2.3 Perceived Quality 10
2.4 Perceived Risk 11
2.5 Channel Switching Cost 12
2.6 The Characteristics of Multiple Channels 14
2.6.1 Information Consistency 16
2.6.2 Channel Accessibility 17
2.6.3 Personal Data Integration 19
2.7 Consumers’ Traits 20
2.7.1 Need for Interaction 20
2.7.2 Technology Anxiety 21
2.7.3 Previous Experience with Related Technology 22
2.7.4 Inertia 23
Ch3 Method 24
3.1 Measures 24
3.1.1 Information Consistency 24
3.1.2 Channel Accessibility 24
3.1.3 Personal Data Integration 25
3.1.4 Need for Interaction 25
3.1.5 Technology Anxiety 25
3.1.6 Previous Experience with Related Technology 26
3.1.7 Inertia 26
3.1.8 Perceived Quality 26
3.1.9 Perceived Risk 27
3.1.10 Channel Switching Cost 27
3.1.11 Perceived Value 27
3.1.12 Retention 28
3.1.13 Participation 28
3.1.14 Cooperation 28
3.2 Sample and Data Collection 29
3.3 Scale Purification 31
3.4 Analysis and Results 31
3.4.1 Reliability 31
3.4.2 Validity 35
3.4.3 Hypothesis Testing 38
Ch4 Discussion and Managerial Implication 43
4.1 Conclusion 43
4.2 Managerial Implication 45
4.3 Limitation 47
4.4 Future Research 47
Reference 48
Appendix 59
List of Tables
Table 1: The Contents of Multichannel Integration 15
Table 2: Demographics of Respondents 30
Table 3: Summary of Reliability Estimates of Measurement Scales 32
Table 4: Convergent Validity of Dimensions 36
Table 5: Discriminant Validity of Independent Variables 37
Table 6: Discriminant Validity of Dependent Variables 37
Table 7: The Results of Fit Indices 38
Table 8: The Results of Hypothesized Model 39
List of Figures
Figure 1: The Conceptual Model 7
Figure 2: Proposed Structural Equation Model 41
Figure 3: The Results of Hypothesis Model 42
參考文獻 1.Aaker, David A. (1991), Managing Brand Equity. New York: The Free Press.
2.Agarwal, Sanjeev and R. Kenneth Teas (2001), “Perceived Value: Mediating Role of Perceived Risk,” Journal of Marketing Theory and Practice, 9 (4), 1-13.
3.Alba, Joseph, John Lynch, Barton Weitz, Chris Janiszewski, Richard Lutz, Alan Sawyer, and Stacy Wood (1997), “Interactive Home Shopping: Consumer, Retailer, and Manufacturer Incentives to Participate in Electronic Marketplaces,” Journal of Marketing, 61 (3), 38-53.
4.Anderson, J.C. and J.A. Narus (1998) “Business Marketing: Understand What Customers Value,” Harvard Business Review, 76 (6), 53-65.
5.Avkiran, N. (1999), “Quality Customer Service Demands Human Contact,” International Journal of Bank Marketing, 17 (2), 35-68.
6.Baal, Sebastian Van and Christian Dach (2005), “Free Riding And Consumer Retention Across Retailers’ Channels,” Journal of Interactive Marketing, 19(2), 75-85.
7.Bagozzi, Richard P. and Yi Youjae (1988), "On the Evaluation of Structure Equation Models," Journal of the Academy of Marketing Science, 16 (Spr), 74-94.
8.Bakos, Y. (1997), “Reducing Buyer Search Costs: Implications for Eletronic Market-Places,” Management Science, 43 (12), 1676-1692.
9.Balasubramanian, Sridhar, Rajagopal Raghunathan, and Vijay Mahajan (2005), “Consumers in A Multichannel Environment: Product Utility, Process Utility, and Channel Choice,” Journal of Interactive Marketing, 19(2), 12-30.
10.Banks, E. (2001), E-Finance: The Electronic Revolutions in Financial Services. London: John Wiley & Sons.
11.Bateson, John E.G. (1985), “Self-Service Customer: An Exploratory Study,” Journal of Retailing, 6 (13), 49-76.
12.Bell, Simon J., Seigyoung Auh, and Karen Smalley (2005), “Customer Relationship Dynamics: Service Quality and Customer Loyalty in the Context of Varying Levels of Customer Expertise and Switching Costs,” Journal of the Academy of Marketing Science, 33 (2), 169-183.
13.Berman, Barry and Shawn Thelen (2004), “A Guide to Developing and Managing a Well-Integrated Multichannel Retail Strategy,” International Journal of Retail & Distribution Management, 32 (3), 147-156.
14.Bettencourt, Lance A. (1997), “Customer Voluntary Performance: Customers as Partners in Service Delivery,” Journal of Retailing, 73 (3), 383-406.
15.Black, Nancy Jo; Andy Lockett; Christine Ennew; Heidi Winklhofer; Sally Mckechnie (2002), “Modelling Consumer Choice Of Distribution Channels: An Illustration From Financial Services,” The International Journal of Bank Marketing, 20 (4/5), 161-173.
16.Blattberg, Robert C., Byung-do Kim and Scott A. Neslin (2006), Database Marketing. Manuscript in preparation.
17.Bolton, Ruth N. and James H. Drew (1991), “A Multistage Model of Customers' Assessments of Service Quality and Value,” Journal of Consumer Research, 17 (4), 375-384.
18.Boulding, William, Ajay Kalka, and Richard Staelin (1999), “The Quality Double Whammy,” Marketing Science, 18 (4), 463-484.
19.Breakwell, G.M., C. Fife-Schaw, T. Lee, and J. Spencer (1986), “Attitudes Towards New Technology in Relation to Social Beliefs and Group Memberships: A Preliminary Investigation,” Current Psychological: Research & Reviews, 5 (1), 34-47.
20.Brosnan, M. (1998), Technophobia, The Psychological Impact of Information Technology. London and New York: Routledge.
21.Burke, Raymond R. (2003), “Technology and the Customer Interface: What Consumers Want in the Physical and Virtual Store,” Journal of the Academy of Marketing Science, 30 (4), 411-432.
22.Burnham, Thomas A., Judy K. Frels, and Vijay Mahajan (2003), “Consumer Switching Costs: A Typology, Antecedents, and Consequences,” Journal of the Academy of Marketing Science, 31 (2), 109-126.
23.Butz, Howard E., Jr. and Leonard D. Goodstein (1996), “Measuring Customer Value: Gaining the Strategic Advantage,” Organizational Dynamics, 24 (3), 63-77.
24.Byers, Reynold E. and Phillip J. Lederer (2001), “Retail Bank Services Strategy: A Model of Traditional, Electronic, and Mixed Distribution Choices,” Journal of Management Information Systems,18 (2), 129-152.
25.Caruana, Albert (2004), “The Impact of Switching Costs on Customer Loyalty: A Study Among Corporate Customers of Mobile Company,” Journal of Targeting, Measurement and Analysis for Marketing, 12 (3), 256-268.
26.Cermak, D. S. P., File, K. M., and R. A. Prince (1994), “Customer Participation in Service Specification and Delivery,” Journal of Applied Business, 10 (2), 90-97.
27.Chen, Pei-Yu and Lorin M. Hitt (2002), “Measuring Switching Costs and the Determinants of Customers Retention in Internet-Enabled Business: A Study of the Online Brokerage Industry,” Information Systems Research, 13 (3), 255-274.
28.Chen, Tser-yieth, Pao-Long Chang, and Hong-Sheng Chang (2005), “Price,Bbrand Cues, and Banking Customer Value,” The International Journal of Bank Marketing, 23 (2/3), 273-291.
29.Chintagunta, Pradeep K. and Bo E. Honore (1996), “Investigating the Effects of Marketing Variables and Unobserved Heterogeneity in a Multinomial Probit Model,” International Journal of Research in Marketing, 13 (1), 1-15.
30.Chueh, Ting-Yu and Danny T. Kao (2004), “The Moderating Effects of Consumer Perception to the Impacts of Country-of-Design on Perceived Quality,” Journal of American Academy of Business, Cambridge, 4 (1/2), 70-74.
31.Churchill, G.A. (1979), "A Paradigm for Developing Better Measures of Marketing Constructs," Journal of Marketing Research, 16 (Feb), 64-73.
32.Coelho, Filipe and Chris Easingwood (2003), “Multiple Channel Structures in Financial Services: A Framework,” Journal of Financial Services Marketing, 8 (1), 22-34.
33.Colgate, Mark, Bodo Lang, and Santa Barbara (2001), “Switching Barriers in Consumer Markets: An Investigation of the Financial Services Industry,” The Journal of Consumer Marketing, 18 (4/5), 332-347.
34.Cowles, Deborah and Lawrence A. Corsby (1990), “Consumer Acceptance of Interactive Media,” The Services Industries Journal, 10 (3), 521-540.
35.Cronbach, L.J. (1951), "Coefficient Alpha and the Internal Structure of Test," Psychometrika, 16, 297-334.
36.Dabholkar, Pratibha A. (1996), “Consumer Evaluations of New Technology-Based Self-Service Options: An Investigation of Alterative Models of Service Quality,” International Journal of Research in Marketing, 13 (1), 29-51.
37.Dabholkar, Pratibha A. and Richard P. Bagozzi (2002), “An Attitudinal Model of Technology-Based Self-Service: Moderating Effects of Consumer Traits and Situational Factors,” Journal of the Academy of Marketing Science, 30 (3), 184-201.
38.Day, Ellen (2002), "The Role of Value in Consumer Satisfaction," Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 15, 22-32.
39.Day, Ellen and Melvin R. Crask (2000), "Value Assessment: The Antecedent of Customer Satisfaction," Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 13, 52-60.
40.Deshpande, Rohit and Gerald Zaltman (1982), “Factors Affecting the Use of Market Research Information: A Path Analysis,” Journal of Marketing Research, 19 (1), 14-31.
41.Deshpande, Rohit and Gerald Zaltman (1987), “A Comparison of Factors Affecting Use of Marketing Information in Consumer and Industrial Firms,” Journal of Marketing Research, 24 (1), 114-118.
42.Dholakia, Ruby R., Maio Zhao, and Nikhilesh Dholakia (2005), "Multichannel Retailing: A Case Study of Early Experience,” Journal Of Interactive Marketing, 19 (2), 63-74.
43.Eggert, Andreas and Wolfgang Ulaga (2002), "Customer Perceived Value: A Substitute for Satisfaction in Business Markets?" The Journal of Business and Industrial Marketing, 17 (2/3), 107-118.
44.Ennew, Christine T. and Martin R. Binks (1999), “Impact of Participative Service Relationships on Quality, Satisfaction and Retention: An Exploratory Study,” Journal of Business Research, 46 (2), 121-133.
45.Eriksson, Kent and Anna Löfmarck Vaghult (2000), “Customer Retention, Purchasing Behavior and Relationship Substance in Professional Services,” Industrial Marketing Management, 29 (4), 363-372.
46.Espinoza, Miguel Morales (1999), “Assessing the Cross-cultural Applicability of a Service Quality Measure: A Comparative Study between Quebec and Peru,” International Journal of Service Industry Management, 10 (5), 449-468.
47.Forman, Andrew M. and Ven Sriram (1991), “The Depersonalization of Retailing: Its Impact on the ‘Lonely’ Consumer,” Journal of Retailing, 67 (2), 226-243.
48.Fornell, Claes and David F. Larcker (1981), "Evaluating Structural Equation models with Unobservable Variables and Measurement Error," Journal of Marketing Research, 18 (1), 39-50.
49.Gerpott, Torsten J., Wolfgang Rams, and Andreas Schindler (2001), “Customer Retention, Loyalty, and Satisfaction in the German,” Mobile Cellular Telecommunications Market Telecommunications Policy, 25 (4), 249-269.
50.Gilbert, David, Liz Lee-Kelley, and Maya Barton (2003), “Technophobia, Gender Influences and Consumer Decision-Making for Technology-Related Products,” European Journal of Innovation Management, 6 (4), 253-263.
51.Goodstein, Leonard D. and Howard E. Butz (1998), " Customer Value: The Linchpin of Organizational Change," Organizational Dynamics, 27 (1), 21-33.
52.Grönroos, Christian (1990), Service Marketing and Management. Lexington: Lexington Books.
53.Gruen, Thomas W., John O. Summers, and Frank Acito (2000), “Relationship Marketing Activities, Commitment, and Membership Behaviors in Professional Associations,” Journal of Marketing, 64 (3), 34-49.
54.Huber, Frank, Andreas Herrmann, and Robert E. Morgan (2001), “Gaining Competitive Advantage Through Customer Value Oriented Management,” The Journal of Consumer Marketing, 18 (1); 41-53.
55.Frewer, L. J., R. Shepherd, and P. Sparks (1994), “Biotechnology and Food Production: Knowledge and Perceived Risk,” British Food Journal, 96 (9), 26-32.
56.Hoffman, D.L., Thomas P. Novak, and Marcos Peralta (1999), "Information Privacy in the Marketspace: Implications for the Commercial Uses of Anonymity on the Web," The Information Society, 15 (2), 129-139.
57.Iglesias, Marta Pedraja and M. Jesus Yague Guillen (2004), “Perceived Quality and Price: Their Impact on the Satisfaction of Restaurant,” International Journal of Contemporary Hospitality Management, 16 (6), 373-379.
58.Inman, J. Jeffrey, Venkatesh Shankar, and Rosellina Ferrao (2004), “The Role of Channel-Category Association and Geodemographics in Channel Patronage,” Journal of Marketing, 68 (2), 51-71.
59.Jackson, B. B. (1985), Winning and Keeping Industrial Customers. Lexington, MA: Lexington Books.
60.Jacoby, J., J. Olson, and R. Haddock (1971), "Price, Brand Name, and Product Composition Characteristics as Determinants of Product Quality," Journal of Applied Psychology, 55 (6), 570-579.
61.Jain, Rajnish, Sangeeta Jain, and Upinder Dhar (2003), “Measuring Customer Relationship Management,” Journal of Services Research, 2 (2), 97-109.
62.Jones, Michael A., David L. Mothersbaugh, and Sharon E. Beatty (2002), “Why Customers Stay: Measuring the Underlying Dimensions Of Services Switching Costs and Managing Their Differential Strategic Outcomes,” Journal of Business Research, 55 (12), 441-450.
63.Joseph, M., C. McClure, and B. Joseph (1999), “Service Quality in the Banking Sector: The Impact of Technology on Service Delivery,” International Journal of Bank Marketing, 17 (4), 182-191.
64.Jun, M. and S. Cai (2001), “The Key Determinants of Internet Banking Service Quality: A Content Analysis,” International Journal of Bank Marketing, 19 (7), 276-291.
65.Keeney, Ralph L. (1999), “The Value of Internet Commerce to the Customer,” Management Science, 45 (4), 533-542.
66.Kleijnen, Mirella, Ko de Ruyter, and Martin Wetzels (2007), “An Assessment of Value Creation in Mobile Service Delivery and the Moderating Role of Time Consciousness,” Journal of Retailing, 83 (1), 33-46.
67.Kumar, V. and Rajkumar Venkatesan (2005), “Who Are the Multichannel Shoppers and How Do They Perform? Correlates of Multichannel Shopping Behavior,” Journal of Interactive Marketing, 19 (2), 44-62.
68.Kushwaha, Tarun L. and Venkatesan shankar (2006), “Optimal Multichannel Allocation of Marketing Efforts,” Working paper. Texas A&M University, College Station.
69.Lam, Shun Yin, Venkatesh Shankar, M. Krishna Erramilli, and Bvsan Murthy (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.
70.Laroche, M., J. Rosenblatt, and T. Manning (1986), “Services Used and Factors Considered Important in Selecting a Bank: An Investigation Across Diverse Demographic Segments,” International Journal of Bank Marketing, 4(1), 35-55.
71.Lassar, Walfried M., Chris Manolis, and Sharon S. Lassar (2005), "The Relationship between Consumer Innovativeness, Personal Characteristics, and Online Banking Adoption," The International Journal of Bank Marketing, 23 (2/3), 176-199.
72.Lee, Jonathan, Janghyuk Lee, and Lawrence Feick (2001), “The Impact of Switching Costs on the Customer Satisfaction-Loyalty Link: Mobile Phone Service in France,” Journal of Services Marketing, 15 (1), 35-48.
73.Lewis, Barbara R. and Magdalini Soureli (2006), “The Antecedents of Consumer Loyalty in Retail Banking,” Journal of Consumer Behaviour, 5 (1), 15-31.
74.Methlie, Leif B., and Herbjé Rn Nysveen (1999), “Loyalty of On-Line Bank Customers,” Journal of Information Technology, 14 (4), 375-386.
75.Meuter, Matthew L., Amy L. Ostrom, Robert I. Roundtree, and Mary J. Bitner (2000), “Self-Service Technologies: Understanding Consumer Satisfaction With Technology-Based Service Encounter,” Journal of Marketing, 64 (3), 50-64.
76.Meuter, Matthew L., Mary Jo Bitner, Amy L. Ostrom, and Stephen W. Brown (2005), “Choosing Among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies,” Journal of Marketing, 69 (April), 61–83.
77.Monroe, K.B. and J.D. Chapman (1987), “Framing Effects on Buyers’ Subjective Product Evaluations,” Advances in Consumer Research, 14 (1), 193-197.
78.Montoyota-Weiss, M. M., G. B. Voss, and D. Grewal (2003), “Determinants of Online Channel Use and Overall Satisfaction with A Relational Multichannel Service Provider,” Journal of Academy of Marketing Science, 31 (4), 448-458.
79.Neeru, Sharma and Paul G. Patterson (2000), “Switching Costs, Alternative Attractiveness and Experience as Moderators of Relationship Commitment in Professional, Consumer Services,” International Journal of Service Industry Management, 11 (5), 470-490.
80.Neslin, Scott A., Dhruv Grewal, Robert Leghorn, Venkatesh Shankar, Marije L. Teerling, Jacquelyn S. Thmmas and Peter C. Verhoef (2006), “Challenge and Opportunities in Multichannel Customer Mnagement,” Journal of Service Research, 9 (2), 95-112.
81.Nicholson, Michael, Ian Clark, and Michael Blakemore (2002), “One Brand, Three Ways to Shop: Situational Variables and Multichannel Consumer Behavior,” International Review of Retail, Distribution and Consumer Research, 12 (2), 131-48.
82.Oliver, Richard L. (1996), "Varieties for Value in the Consumption Satisfaction Response," Advances in Consumer Research, 23 (1), 143-147.
83.Oliver, Richard L. (1999), Value as excellence in the consumption experience. New York: Routledge.
84.Oliver, Richard L. (1997), Satisfaction: A Behavioral Perspective on the Consumer. Boston: McGraw-Hill.
85.O'Reilly, Charles and Jennifer Chatman (1986), “Organizational Commitment and Psychological Attachment: The Effects of Compliance, Identification and Internalization,” Journal of Applied Psychology, 71 (1), 492 -499.
86.Parasuraman, A. (2000), “Technology Readiness Index (TRI): A Multiple-Item Scale to Measure Readiness to Embrace New Technologies,” Journal of Service Research, 2 (4), 307-320.
87.Parasuraman, A. and Dhruv Grewal (2000), “The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda,” Journal of the Academy of Marketing Science, 28 (1), 168-174.
88.Parasuraman, A. and Charles Colby (2001), Techno-Ready Marketing: How and Why Your Customers Adopt Technology. New York: The Free Press.
89.Parasuraman, A., Valarie A. Zeithaml, Arvind Malhotra (2002), “Service Quality Delivery Through Web Sites: A Critical Review of Extant Knowledge,” Journal of the Academy of Marketing Science, 30 (4), 362-275.
90.Parasuraman, A., Valarie A. Zeithaml, Arvind Malhotra (2005), “E-S-QUAL— A Multiple-Item Scale for Assessing Electronic Service Quality,” Journal of Service Research, 7 (3), 213-233.
91.Patricio, Lia, Raymond P. Fisk, and Joao Falcao Cunha (2003), “Improving Satisfaction with Bank Service Offerings: Measuring the Contribution of Each Delivery Channel,” Managing Service Quality, 13 (6), 471-482.
92.Peterson, Robert A., Sridhar Balasubramanian, and Bart J. Bronnenberg (1997), “Exploring the Implications of the Internet For Consumer Marketing,” Journal of Academy of Marketing Science, 25 (4), 329-346.
93.Prendergast, Gerard P. and Norman E. Marr (1994), “Disenchantment Discontinuance in the Diffusion of Technologies in the Service Industry: A Case Study in Retailing Banking,” Journal of International Consumer Marketing, 7 (2), 25-40.
94.Pura, Minna (2005), “Linking Perceived Value and Loyalty in Location-Based Mobile Services,” Managing Service Quality, 15 (6), 509-538.
95.Rangaswamy, Arvind and Gerrit H. Van Bruggen (2005), “Opportunities and Challenges in Multichannel,” Journal of Interactive Marketing, 19 (2), 5-12.
96.Rao, A. R. and K. B. Monroe (1989), "The Effect of Price, Brand Name and Store Name on Buyers’ Perceptions of Product Quality: An Integrative Review," Journal of Marketing Research, 26 (3), 351-357.
97.Reardon, James and Denny E. McCorkle (2002), "A Consumer Model for Channel Switching Behavior," International Journal of Retail and Distribution Management, 30 (4), 179-185.
98.Reichheld, F. (1996), The Loyalty Effect: The Hidden Force Behind Growth, Profit and Lasting Value. Boston: Harvard Business School Press.
99.Rodie, A. R. and Kleine, S. S. (2000), Handbook of Services Marketing and Management. CA: Sage.
100.Rogers, Everett M. (1995), Diffusion of Innovations, 4th ed. New York: The Free Press.
101.Rosen, L.D. and P. Maguire (1990), “Myths and Realities of Computer-Phobia: A Meta-Analysis,” Anxiety Research, 3 (1), 175-191.
102.Rosenbaum, Mark S. and Carolyn A. Massiah (2007), “When Customers Receive Support from Other Customers: Exploring the Influence of Intercustomer Social Support on Customer Voluntary Performance,” Journal of Service Research, 9 (3), 257-270.
103.Rust, Roland T., J. J. Inman, and A. Zahorik (1998), “A Bayesian Model of Quality and Customer Retention,” Journal of Marketing Science, 18 (1), 77-92.
104.Sánchez-Fernández, Raquel and M. Ángeles Iniesta-Bonillo (2006), “Consumer Perception of Value: Literature Review and A New Conceptual Framework,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 19, 40-58.
105.Sarel, D. and H. Marmorstein (2003), "Marketing Online Banking Services: the Voice of the Consumers," Journal of Financial Services Marketing, 8 (2), 106-118.
106.Schiffman, L. G., S. Schus, and L. Winer (1976), "Risk Perception as a Determinant of In-Home Consumption," Journal of the Academy of Marketing Science, 4 (4), 753-763.
107.Selnes, F. (1993), “An Examination of the Effects of Performance on Brand Reputation, Satisfaction and Loyalty,” European Journal of Marketing, 27 (9), 19-35.
108.Shankar, Venkatesh and Russell S. Winer (2005), “Interactive Marketing Goes Multichannel,” Journal of Interactive Marketing, 19 (2), 2-3.
109.Simon, H. A. (1995), “A Behavioral Model of Rational Choice,” Quarterly Journal of Economics, 69 (1), 99-118.
110.Simons, Luuk and H. Bouwman (2006), “Extended QFD: Multi-Channel Service Concept Design,” Total Quality Management, 17 (8), 1043–1062.
111.Snoj, Boris, Aleksandra P. Korda, and D. Mumel (2004), “The Relationships Among Perceived Quality, Perceived Risk and Perceived Product Value,” Journal of Product and Brand Management, 13 (2/3), 156-167.
112.Solomon, M. R., G. Bamossy, and S. Askegaard (2002), Consumer Behavior: A European Perspective, 2th ed. Harlow: Pearson Education.
113.Sousa, Rui and Christopher A. Voss (2006), “Service Quality in Multichannel Services Employing Virtual Channels,” Journal of Service Research, 8 (4), 356-371.
114.Olshavsky, Richard W. and Richard A. Spreng (1996), “An Exploratory Study of the Innovation Evaluation Process,” Journal of Product innovation management, 13 (6), 512-529.
115.Srinivasan, Srini S., R. Anderson, and K. Ponnavolu (2002), “Customer Loyalty in E-Commerce: An Exploration of Its Antecedents and Consequences,” Journal of Retailing, 78 (1), 41-50.
116.Stone, Merlin, M. Hobbs, and M. Khaleeli (2002), “Multichannel Customer Management: The Benefits and Challenges,” Journal of Database Management, 10 (1), 39-52.
117.Sweeney, Julian C. and Geoffrey N. Soutar (2001), "Consumer Perceived Value: The development of a Multiple Item Scale," Journal of Retailing, 77 (2), 203-220.
118.Sweeney, Jillian C. and Wade Lapp (2004), “Critical Service Quality Encounters to the Web: An Exploratory Study,” Journal of Services Marketing, 18 (4/5), 276-289.
119.Szymanski, David M. and David H. Henard (2001), “Customer Satisfaction : A Meta Analysis of Empirical Evidence,” Journal of Academy of Marketing Science, 29 (1), 16-35.
120.Teas, R. Kenneth and Sanjeev Agarwal (2000), "The Effects of Extrinsic Product Cues on Consumers’ Perceptions of Quality, Sacrifice, and Value," Journal of the Academy of Marketing Science, 28 (2), 278-290.
121.Trocchia, Philip J. and Swinder Janda (2003), “How Do Consumers Evaluate Internet retail Service Quality?” Journal of Services Marketing, 17 (3), 243-253.
122.Van Dyne, Linn, Jill W. Graham, and Richard M. Dienesch (1994), “Organizational Citizenship Behavior: Construct Redefinition, Measurement, and Validation,” Academy of Management Journal, 37 (4), 765-802.
123.Verhoef, Peter C. and Bas Donkers (2005), “The Effect of Acquisition Channels on Customer Loyalty and Cross-Buying,” Journal of Interactive Marketing, 19 (2), 31-40.
124.Waite, Kathryn and Tina Harrison (2002), “Consumer Expectations of Online Information Provided by Bank Websites,” Journal of Financial Services Marketing, 6 (4), 309-322.
125.White, Lesley and Venkat Yanamandram (2004), “Why Customer Stay: Reasons and Consequences of Inertia in Financial Service,” Managing Service Quality, 14 (2/3), 183-194.
126.Wolfinbarger, Mary and Mary C. Gilly (2003), "eTailQ: Dimensionalizing, Measuring and Predicting Etail Quality," Journal of Retailing, 79 (3), 183-198.
127.Yang, Zhilin, Robin T. Peterson, and Shaohan Cai (2003), “Services Quality Dimension of Internet Retailing: An Exploratory Analysis,” Journal of Services Marketing, 17 (7), 685-700.
128.Yavas, Ugur, Martin Benkenstein, and Uwe Stuhldreier (2004), “Relationships between Service Quality and Behavioral Outcomes: A Study of Private Bank Customers In Germany,” The International Journal of Bank Marketing, 22(2/3), 144-157.
129.Yen, Hsiuju Rebecca, Kevin P. Gwinner, and Wanru Su (2004), “The Impact of Customer Participation and Service Expectation on Locus Attributions Following Service Failure,” International Journal of Service Industry Management, 15 (1), 7-26.
130.Yoon, Mahn Hee, Jai Hyun Seo, and Tae Seog Yoon (2004), “Effects of Contact Employee Supports on Critical Employee Responses and Customer Service Evaluation,” Journal of Services Marketing, 18 (4/5), 395-412.
131.Zeithaml, Valarie A. (2002), “Service Excellence in Electronic Channels,” Managing Service Quality, 12 (3), 135-138.
132.Zeithaml, Valarie A, A. Parasuraman, and Arvind Malhotra (2002), “Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge,” Journal of the Academy of Marketing Science, 30 (4), 362-375.
133.Zeithaml, Valarie A. (1988), “Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence,” Journal of Marketing, 52 (3), 35-48.
指導教授 謝依靜(Yi-ching Hsieh) 審核日期 2007-7-13
推文 facebook   plurk   twitter   funp   google   live   udn   HD   myshare   reddit   netvibes   friend   youpush   delicious   baidu   
網路書籤 Google bookmarks   del.icio.us   hemidemi   myshare   

若有論文相關問題,請聯絡國立中央大學圖書館推廣服務組 TEL:(03)422-7151轉57407,或E-mail聯絡  - 隱私權政策聲明