顧客價值與轉換成本對拍賣網站忠誠度之實徵研究

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：38

、訪客IP：18.223.213.76

姓名

郭竹屏(Chu-Pin KUO) 查詢紙本館藏

畢業系所

資訊管理學系

論文名稱

顧客價值與轉換成本對拍賣網站忠誠度之實徵研究
(The Impacts of Customer Values and Switching Costs on Customer Loyalty of Online Auction Websites－An Empirical Study)

相關論文

★ 半導體二手設備之行銷策略－以應用材料公司為例	★ 從創新擴散角度探討新科技技術行銷策略之影響 —以全球資訊大廠推廣Web Services為例
★ 企業多角化經營策略之研究 ─以某機構拓展資訊應用服務市場為例	★ 汽車產業網站行銷之應用與效益探討研究－以N品牌為例
★ 系統整合業轉型策略之探討--以A公司為例	★ 顧客關係管理系統導入之研究－以A、B公司為例
★ 策略聯盟個案分析－以台灣光碟機廠商為例	★ 資訊教育訓練機構的轉型策略 —以某資訊教育機構為例
★ 組織文化及組織承諾對組織變革影響之研究－以外商銀行與本國銀行資訊部門為例	★ 高階資訊教育市場行銷策略與會員制度之研究-資訊教育產業為例
★ 探討平衡計分卡在售前技術支援部門績效管理的運用 - 以外商資訊科技公司為例	★ 軟體行銷策略與競爭優勢分析－以全球二家資訊大廠為例
★ 綠色供應鏈管理研究-以Ａ公司為例	★ 企業專案管理系統 - 提升專案即時資訊透通性及其效益分析
★ 金融軟體專案管理導入國際專案管理師（PMP）專案管理機制之效益分析	★ 企業轉型與其資源基礎之關係研究及轉型策略之發展-以M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)

台灣的網路購物市場在網路應用日趨普及、電子購物流程與介面的持續改善下，有越來越多的網路使用者陸續成為該市場的消費者。根據資策會的研究調查顯示，2004台灣網路購物市場規模為389億新台幣，相較於2003年之下，其成長幅度高達61%，2005年時交易金額更是直逼600億大關，預估2006年市場規模將可望突破新台幣900億元。電子商務交易的熱絡，除了網路購物外，網路拍賣這項應用在其中扮演著不可或缺的要角。自Yahoo!奇摩與eBay的『蟠龍花瓶』宣傳戰以來，國內拍賣網站已是兩強鼎立的局面，其中的潛在商機，由此可見一斑。在此之際，拍賣平台業者如何吸引買氣，並提升忠誠顧客之數量將是平台經營者決戰的關鍵。因此，若能針對影響拍賣網站忠誠度之因子進行深入探討，其研究結果將對拍賣平台經營者在管理實務上有所助益。
本研究主要以Augustin and Singh(2005)的模型為基礎，加入信任這項變數，檢視其透過顧客價值及顧客滿意度對於網站忠誠度所產生的影響；此外，究竟轉換成本的高低在衡量網站忠誠度方面所扮演的角色為何，也是本研究的重點議題之一；最後，本研究更進一步探討e-服務品質對於顧客滿意度及信任之間關係的影響。綜合以上變數，形成本研究之概念性模型，以期釐清不同因子對於顧客忠誠度之影響，希望能藉此研究結果提供拍賣平台業者未來行銷策略制定之參考。
本研究針對曾經採用過Yahoo!奇摩拍賣或ebay台灣之實際使用者為研究對象，透過網路問卷為媒介，共回收369份問卷，有效問卷計有337份，使用AMOS 5.0進行結構方程式模型驗證，所得到路徑分析的實證結果如下：
1. 『轉換成本』與『顧客價值』，對於消費者的『顧客忠誠度』具有正向影響，其解釋變異甚至大過『顧客滿意度』對『顧客忠誠度』之影響力。
2. 『顧客價值』與『e-服務品質』，對於消費者的『顧客滿意度』具有正向影響。
3. 『e-服務品質』對於消費者的『信任』程度具有正向影響。
4. 『e-服務品質』對於消費者的『顧客滿意度』之直接影響遠大於『e-服務品質』透過『信任』對『顧客滿意度』之中介影響。

摘要(英)

The number of internet users has increased with the popularity of internet applications and E-commerce. The Online shopping market made a profit of 60 billion NT dollars in 2005, which accounts for almost 50% growth compared to year 2004. Besides online shopping, online auctions also played a vital role in EC settings. The intensive competition aroused between Yahoo and eBay marks their leading position in the online auction market.
The main purpose of this study is to identify factors influencing online customer loyalty. According to the past research, satisfaction, customer value and switching costs have a direct and positive effect on loyalty. This study also put emphasis on e-service quality dimensions and trust which are often discussed in online settings as well.
Online surveys are used to collect data from actual users of Yahoo or eBay, who may have played different roles in terms of vendor or buyers. From the data collected, 337 samples were used for analysis. The results show that in addition to satisfaction, customer value and switching cost have a direct and positive impact on loyalty as well, and explain even more variance than satisfaction. Trust and e-quality are also important factors influencing satisfaction and customer value respectively.

關鍵字(中)

★ 拍賣網站
★ 顧客價值
★ 轉換成本
★ 顧客忠誠度
★ e-服務品質
★ 信任

關鍵字(英)

★ online auction
★ customer value
★ customer loyalty
★ switching cost

論文目次

目錄
第壹章緒論 - 1 -
第一節研究背景 - 1 -
第二節研究動機 - 2 -
第三節研究目的 - 3 -
第四節研究流程 - 3 -
第貳章文獻探討 - 5 -
第一節網路拍賣 - 5 -
第二節顧客滿意度與顧客忠誠度 - 14 -
第三節 E-服務品質 - 21 -
第四節信任 - 30 -
第五節顧客價值 - 35 -
第六節轉換成本 - 42 -
第七節小結 - 47 -
第參章研究方法 - 48 -
第一節研究架構 - 48 -
第二節研究假設 - 49 -
第三節變數定義及衡量 - 54 -
第四節研究設計 - 57 -
第肆章資料分析與結果 - 59 -
第一節研究前測 - 59 -
第二節樣本結構分析 - 61 -
第三節信度效度分析 - 64 -
第四節線性結構方程式 - 70 -
第伍章結論與建議 - 77 -
第一節研究結論 - 77 -
第二節管理意涵 - 79 -
第三節研究限制 - 81 -
第四節後續研究建議 - 82 -
參考文獻 - 84 -
附錄?膍s問卷 - 98 -

參考文獻

1. 王玟凱，組織公民行為影響資訊系統導入成功之研究，元智大學資訊管理學系碩士班，2005年
2. 皮世明，電子商務之顧客價值研究，行政院國家科學委員會補助專題研究計畫，2001年
3. 皮世明，電子商務交易中顧客價值、顧客滿意度以及顧客忠誠度之關係研究，行政院國家科學委員會專題研究計畫，2004年
4. 楊菀菁，由服務品質缺口模式探討高雄市市長電子信箱服務品質與民眾滿意度，國立中山大學，2004年
5. 蔡錦德，電子通路中協同式整合、顧客價值與顧客滿意度關聯性之實證研究，國立高雄第一科技大學行銷與流通管理所，2003年
1. Abdul-Rahman, A., and S. Hailes, “Supporting trust in virtual communities,” Proceedings of The 33rd Hawall International Conference on System Science, 2000, pp. 1-9.
2. Amit & Zott, “Value creation in e-business,” Strategic Management Journal, Volume 22(6/7), 2001. p. 493.
3. Anderson, “The Protective Dimension of Product Warranty Policies and Practices,” The Journal of Consumer Affairs, Volume 7(2), 1973, p. 111.
4. Anderson, James C., Narus, James A., “A Model of Distributor Firm and Manufacturer Firm Working Pamerships,” Joumal of Marketing, volume 54(1), 1990, pp. 42-58.
5. Augustin and Jagdip Singh, “Curvilinear Effects of Consumer Loyalty Determinants in Relational Exchanges”, Journal of Marketing Research, vol XLII, 2005, pp. 96-108.
6. Baker, D. A. and J. L. Crompton , “Quality, Satisfaction and Behavioral
Intentions,” Analysis of Tourism Research, Volume 27(3), 2000, p.785.
7. Barber, B., “The Logic and Limits of Trust,” New Brunswick, NJ: Rutgers University Press, 1983.
8. Baron, Reuben M, and Kenny, David A. ,“The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations,” Journal of Personality and Social Psychology, volume 51(6), 1986, p. 1173.
9. Bass, “The theory of stochastic preference and brand switching,” Journal of Marketing Research, Volume 11, 1974, p. 1.
10. Bateson, J. E. G. and Hoffman, K. D., “Managing services marketing text and readings,” 4th edition, 1999, The Dryden Press, Fort Worth.
11. Bejou and Palmer, “Service failure and loyalty: an exploratory empirical study of airline customers,“ The Journal of Services Marketing, Volume 12,(1), 1998, p. 7.
12. Bentler, P.M., and Bonnet, D.G., “Significance Tests and Goodness-of-Fit in the Analysis of Covariance Structure,” Psychological Bulletin, volume 88(3), 1980, pp.588-606.
13. Bentler,P.M., “Comparitive fit indexes in structural models,” Psychological Bulletin, volume 107, 1988, pp.238-246.
14. Bichler, M. and Segev, A., “Brokerage in E-Commerce: State-of-the-Art and Open Issues,” Eigth Annual Workshop on Information Technologies and Systems, Helsinki, Finland, 1998.
15. Bierman, H.S. and L. Fernandez, “Game Theory with Economic Applications,“ Addison-Wesley, USA, 1998.
16. Bolton et al., “Implications of loyalty program membership and service experiences for customer retention and value,” Academy of Marketing Science. Journal, Volume 28(1), 2000. p. 95.
17. Brock, “The effects of organizational differences and trust on the effectiveness of selling partner relationships,” Journal of Marketing, Volume 61(1), 1997, p. 3.
18. Browne, M. W. and R. Cudeck, “Alternative Ways of Asssessing Model Fit, Testing Structural Equation Models”, K. A. Bollen and J. S. Long, eds. Newbury Park, CA:Sage.
19. Burnham Thomas A., Frels Judy K. and Mahajan Vijay, “Consumer switching costs: A typology, antecedents, and consequences,” Journal of the Academy of Marketing Science, Volume 31(2), 2003, 109 –126.
20. Cadotte, Woodruff and Jenkins, “Expectations and Norms in Models of Consumer Satisfaction,” JMR, Journal of Marketing Research, 1987, Volume 24(3), p. 305.
21. Cardozo, “An experimental study of customer effort, expectation, and satisfaction,” Journal of Marketing Research (pre-1986), 1965, Volume 2(3), p. 244.
22. Carman,”Consumer Perceptions Of Service Quality: An Assessment Of T,” Journal of Retailing, Volume 66(1), 1990, p. 33.
23. Carmines, E. and McIver, J., Analyzing Models with Unobserved Variables: Analysis of Covariance Structures, In G. Bohmstedt and E. Borgatta （eds.）, Social measurement: Current Issues, Beverly Hills, Calif: Sage, 1981.
24. Cassel & Eklof, “Modelling customer satisfaction and loyalty on aggregate levels: Experience from the ECSI pilot study,” Total Quality Management, 2001, Volume 12(7), p. 834.
25. Churchill & Surprenant, “An Investigation into the Determinants of Customer Satisfaction,” JMR, Journal of Marketing Research, 1982, Volume 19(4), p. 491.
26. Corritore, C.L., Kracher, B. and Wiedenbeck, S. , “On-line trust: concepts, evolving themes, a model,” International Journal of Human-Computer Studies, volume 58(6), 2003, pp. 737-58.
27. Cramton, “The efficiency of the FCC spectrum auctions,” Journal of Law and Economics, 1998, Volume 41(2), p. 727.
28. Cronin,J.J., and Taylor, S. A., “Measuring Service Quality:Reexamination and Extension,” Journal of Marketing, Volume 56(3), 1992, pp. 55-68.
29. Crosby, Lawrence A., Kenneth R. Evans, and Deborah Cowles, “Relationship Quality in Services Selling: An Personal Influence Perspective,” Journal of Marketing, Volume 54, 1990, pp. 68-81.
30. Cunningham, R. M.,” Brand Loyalty – what, where, how much,” Harvard Business Review, Volume 39, 1956, pp. 116-138.
31. Dabholkar, “A measure of service quality for retail stores: Scale development and validation,” Academy of Marketing Science, Volume 24(1), 1996, p. 3.
32. Dawn Bendall-Lyon and Powers, “The impact of structure and process attributes on satisfaction and behavioral intentions,” The Journal of Services Marketing, 2004, Volume 18(2/3), p. 114.
33. Dayal, Sandeep, Helene Landesberg, and Michael Zeisser, “How to Build Trust Online,” MM (Fall), 1999, pp. 64-69.
34. Devaraj, Fan , Kohli, “Antecedents of b2C channel satisfaction and preference: Validation e-Commerce metrics,” Information Systems Research, Volume 13(3), 2002, p. 316.
35. Dick & Basu, “Customer loyalty: Toward an integrated conceptual framework,” Academy of Marketing Science Journal, 1994, Volume 22(2), p. 99.
36. Doney Patricia & P. Cannon Joseph, “An Examination of the Nature of Trust in Buyer-seller Relationships,” Journal of Marketing, Volume 61, 1997, pp.35-51.
37. Dwyer, F.R., and Lagace, R.R., “On the Nature and Role of Buyer-Seller Trust,” Chicago: American Marketing Association, 1986, pp. 40-45.
38. Ennew & Binks, “Impact of participative service relationships on quality, satisfaction and retention: An exploratory study,” Journal of Business Research, Volume 46(2), 1999, p. 121.
39. Farsad & Elshennawy,“Defining Service Quality Is Difficult For Service And Manufacturing firms,” Industrial Engineering, Volume 21, 1989, p. 17.
40. Fornell, “A national customer satisfaction barometer: the Sweden experience,” Journal of Marketing, Volume 56(1), 1992, pp. 6-21.
41. Fornell, C., M.D. Johnson, E.w. Anderson, J.Cha, and B.E. Bryant, “The American Customer satisfaction Index: Nature, Purpose and Findings,” Journal of Marketing Research, Volume 60, 1996, pp. 7-18.
42. Ganesan, Shankar and Ron Hess, “Dimensions and Levels of Trust: Implications for Commitment to a Relationship,” Marketing Letters 8, no. 4 , 1997, pp. 439-448.
43. Garbarino, Ellen and Mark S. Johnson, “The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationship,” Journal of Marketing, 1999, pp.70-87.
44. Garvin, D.A.,”What Dose Product Quality Really Mean,” Sloan Management Review, Volume 26(1), 1984, pp. 25-43.
45. Gaski, J. F., “Interrelations among a channel entity’s power sources: Impact of the exercise of reward and coercion on expert, referent, and legitimate power sources,” Journal of Marketing Research volume 23(1), 1986, pp.62-77.
46. Gefen, David, “E-commerce: the Role of Familiarity and Trust,” Omega, Volume 28, 2000, pp. 725-737.
47. Grazioli, S., & Jarvenpaa, S.L., “Perils of Internet Fraud: An Empirical Investigation of Deception and Trust with Experienced Internet Consumers,” IEEE Transactions on Systems, Man, and Cybernetics—Part A: Systems and Humans, 30(4), 2000, pp.395-410.
48. Gronroos, C., “A Service Quality Model and Its Marketing Implications,” European Journal of Marketing, Volume 18(4), 1984, pp. 36-44.
49. Guiltinan, J. p.,”A classification of switching costs with implications for relationship marketing,” in Childers, T. L. and Bagozzi, R. P. (eds) “Winter Educators” conference: Marketing theory and practice “ American Marketing Association, Chicago, IL, 1989, pp.216-220.
50. Gummerus, Liljander Pura and Riel, “Customer Loyalty to Content-based Web Sites: the case of an online health-care service,” Journal of services Marketing, 18(2/3), 2004, 175-186.
51. Hair, Jr., Joseph F., Anderson, Rolph E., Tatham, Ronlad L., and Black,William C., Multivariate data analysis 5rd, New York: Prentice-Hall International, 1998.
52. Han and Han,”A framework for analyzing customer value of Internet business,” Journal of Information Technology Theory and Application, Volume 3(5), 2001, p. 25.
53. Hart, P., & Saunders, C., “Power and trust: Critical factors in the adoption and use of electronic data interchange,” Organization Science, Volume 8(1), 1997, pp. 11-25.
54. Heck, E. V. and Ribbers P. M., “Experiences with Electronic Auctions in the Dutch Flower Industry,” Electronic Markets, Volume 7(4), 1997, pp. 29-34.
55. Heide & Allen,”Vendor consideration and switching behavior for buyers in high-technology markets,” Journal of Marketing, Volume 59(3), 1995, p. 30.
56. Hennig-Thurau, Daniel Bornemann, Gianfranco Walsh, “Is there anything different about relationships in cyberspace? Comparing the impact of relationship quality on customer retention in online and offline environment for two services,” American Marketing Association. Conference Proceedings, Volume 15, 2004, p. 101
57. Hennig-Thurau, Kevin P. Gwinner, Gianfranco Walsh, Dwayne D. Gremler., “Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet?” Journal of Interactive Marketing, Volume 18(1), 2004, p. 38.
58. Heskett et al.,”Putting the service-profit chain to work,” Harvard Business Review, Volume 72(2), 1994, p. 164.
59. Hoffman, D. L. and Novak, T. P. and Peralta, M., “Building consumer trust online,” Communication of the ACM, 1999, pp. 80-85.
60. Javalgi and Moberg, “Service loyalty: implications for service providers,” The Journal of Services Marketing, Volume 11(3), 1997, p. 165.
61. Jones & Sasser, “Why satisfied customers defect,“ Harvard Business Review, Volume 73(6), 1995, p. 88.
62. Jones, Gareth R., Jennifer M. George, and Charles W. L. Hill,
Contemporary Management, Mc-Graw Hill, 2000.
63. Joreskog, K. G. and Sorbom, D., LISREL 7：A guide to the program and application, Chicago, IL：SPSS Inc., 1998.
64. Kaynama & Black, “A proposal to assess the service quality of online travel agencies: An exploratory study,” Journal of Professional Services Marketing, Volume 21(1), 2000, p. 63.
65. Keeney, “Value-focused thinking about strategic decisions at BC Hydro,” Interfaces, Volume 22(6), 1992, p. 94.
66. Keeney, R.L,” The Value of Internet Commerce to the Customer,” Management Science, 45(4), 1999, pp. 533-542.
67. Kettinger, W. J. and Lee, C. C., “Perceived Service Quality and User Satisfaction with the Information Services Function,” Decision Sciences, volume 25(5), 1994, pp. 737-766.
68. Kini, A. and J. Choobineh, “Trust in Electronic Commerce: Definition and Theoretical Considerations,” IEEE, 1998.
69. Klein, S. and O’Keefe, R. M., “The Impact of the Web on Auctions: Some Empirical Evidence and Theoretical Considerations,” International Journal of Electronic Commerce, volume 3(3), 1999, pp.7-20.
70. Klein, S.,”Introduction to Electronic Auctions,” Electronic Market, Volume 7(4), 1997, pp. 3-6.
71. Klemperer, P., “Markets with consumer switching costs,” the Quarterly Journal of Economics, Volume 102, 1987, pp. 375-394.
72. Kolesar, M. B., & Galbraith, R. W., “A Service-Marketing Perspective on E-Retailing: Implications for E-Retailers and Directions for Future Research,” Internet Research: Electronic Networking Applications and Policy, Volume 10(5), 2000, pp. 424-438.
73. Kotler, “Marketing's New Paradigm: What's Really Happening Out There,” Planning Review, Volume 20(5), 1992, p. 50.
74. Kumar, “The Power of Trust in Manufacturer-Retailer Relationships,” Harvard Business Review, 1996, pp. 92-106.
75. Kumar,M. and Feldman, S. I., “Internet Auction,” IBM Research Division, T. J. Watson Research Center Yorktown Heights, NY 10598, 1999.
76. Lam, Venkatesh Shankar, M. Krishna Erramilli and Bvsan Murthy, “Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context,” Journal of Academy of Marketing Science, Volume 32(3), 2004, pp. 293-311.
77. Lee & Sohn, “Trust and switching cost as a way to build e-loyalty in internet markets,” International Journal of Internet and Enterprise Management, Volume 2(3), 2004, p. 209.
78. Lee & Turban, 2001,”A trust model for consumer Internet shopping,” International Journal of Electronic Commerce, Volume 6(1), pp. 75-91.
79. Lee J., Lee J. and Feick, L., “the impact of switching costs on customer satisfaction-loyalty link: Mobile phone service in France,” Journal of Services Marketing, Volume 15(1), 2001, pp. 35-48.
80. Mayer, R.C., J.H. Davis, and F.D. Schoorman, “An Integrative Model of organization trust,” Academy of Management Review, Volume 20(1), 1995, pp. 709-734.
81. McAfee, R. P. and McMillan, J., “Auctions and Bidding,” Journal of Economic Literature, Volume 25, 1987, pp. 699-738.
82. McKnight D.H., Cummings, L.L., & Chervany, N.L., “Initial trust formation in new organizational relationships,” Academy of Management Review, Volume 23(3), 1998, pp. 473-490.
83. McKnight, D. H., Choudhury, V., & Kacmar, C.,”Developing and validating trust measures for e-commerce: An integrative typology,” Information Systems Research, 13(3), pp. 334-359.
84. Methlie & Nysveen, “Loyalty of on-line bank customers,” Journal of Information Technology, Volume 14(4), 1999, p. 375.
85. Miller,” The Effect Of Postpurchase Communication on Consumer Satisfaction and on Consumer Recommendation of the Retailer,” Journal of Retailing, Volume 53(2), 1977, p. 39.
86. Moorman, Christine, Gerald Zaltman, and Rohit Deshpande, “Relationships Between Providers and Users of Marketing Research： The Dynamics of Trust Within and Between Organizations,” Journal of　Marketing Research, 1992, pp. 314-329.
87. Morgan and Hunt,”The commitment-trust theory of relationship marketing,” Journal of Marketing, Volume 58(3), 1994, p. 20.
88. Neal,”Satisfaction is nice, but value drives loyalty,” Marketing Research, 1999, Volume 11(1), p. 20.
89. Newman & Werbel, “Multivariate analysis of brand loyalty for major household appliances,” JMR, Journal of Marketing Research, Volume 10(4), 1973, p. 404.
90. Nielson,”An empirical examination of switching cost investments in business-to-business marketing relationships,” The Journal of Business & Industrial Marketing, Volume 11(6), 1996, p. 38.
91. Oliver, “Whence consumer loyalty?” Journal of Marketing, Volume 63, 1999, p. 33.
92. Oliver, R. L., “Satisfaction: a Behavioural perspective on the consumer,” McGraw Hill, 1996.
93. Oliver,” A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions,” JMR, Journal of Marketing Research, Volume 17(4), 1980, p. 460.
94. Oliver,” Measurement and Evaluation of Satisfaction Processes in Retail Settings,” Journal of Retailing, Volume 57(3), 1981, p. 25.
95. Olshavsky et al., “Use of Product-Testing Organizations' Recommendations as a Strategy for Choice Simplification,” The Journal of Consumer Affairs, Volume 19(1), 1985, p. 118.
96. Ostrom and Iacobucci, “Consumer Trade-Offs and the Evaluation of Services”, Journal of Marketing, Volume 59(1), 1995, p. 17.
97. Parasuraman, A., Zeithaml V. A., Berry, L. L., “Refinement and Reassessment of the SERVQUAL Scale,” Journal of Retailing, Volume 67(4), 1991, pp. 420-450.
98. Parasuraman, A., Zeithaml, V. A. and Berry, L. L., “Refinement and reassessment of the SERVOQUAL scale,” Journal of Retailing, Volume 67(4), 1991, pp. 420-450.
99. Parasuraman, A., Zeithaml, V. A. and Berry, L. L., “SERVQUAL: A Multipleitem Scale for Measuring Consumer Perceptions of Service Quality,” Journal of Marketing, Volume 64(1), 1998, pp. 12-40.
100. Parasuraman, A., Zeithaml, V., and Berry, L.,“ A Conceptual Model of Service Quality and Its Implications for Future Research,“ Journal of Marketing, Volume 49(3), 1985, pp. 44-48.
101. Ping, R. A. Jr, “The effects of satisfaction and structural constraints on retailer exiting, voice, loyalty, opportunism, and neglect,” Journal of Retailing, 1993, Volume 69(3), p. 320.
102. Pitt, L. F., Watson, R. T., and Kavan, C. B., “Service Quality: A Measure of Information Systems Effectiveness,” MIS Quarterly, 1995, Volume 19(2), pp.173-187.
103. Porter, M. E., “Competitive advantage: Techniques for analyzing industries and competitors,” Macmillan, 1980, New York.
104. Ravald and Gronroos, “The value concept and relationship marketing,” European Journal of Marketing, Volume 30(2), 1996, p. 19.
105. Rayport and Sviokla,”Managing in the marketspace,” Harvard Business Review. Boston: Nov/Dec 1994. Volume 72(6), p. 141.
106. Reichheld & Sasser, “Zero Defections: Quality Comes to Services,” Harvard Business Review, 1990, Volume 68(5), p. 105.
107. Rotter, J. B. (1966), “Generalized Expectancies for Internal versus External Control of Reinforcement,” Psychological Monograph, Volume 80(1), p. 48.
108. Rousseau, D. M., S. B. Sitkin, R. S. Burt and C. Camerer, “Not so Different After All A Cross Discipline View of Trust,” The Academy of Management Review, Volume 23(3), 1998, pp. 393-404.
109. Roy et al., “The impact of interface usability on trust in Web retailers”, Internet Research, Volume 11(5), 2001, p. 388.
110. Rust, Roland T. and Richard L. Oliver,”Service quality: New Directions in Theory and Practice,” Thousand Oaks, CA: Sage, 1994.
110. Ruyter et al., “On the relationship between perceived service quality, service loyalty and switching costs,” International Journal of Service Industry Management. Volume 9(5), 1998, p. 436.
111. Selnes, “Antecedents and consequences of trust and satisfaction in buyer-seller relationships,” European Journal of Marketing, Volume 32(3/4), 1998, p. 305.
111. Sengupta et al., “Switching costs in key account relationships,” The Journal of Personal Selling & Sales Management, Volume 17(4), 1997, p. 9.
112. Shamdasani, Prem N. and Balakrishnan, Audrey A.,“ Determinants of Relationship Quality and Loyalty in Personalized Services,” Asia Pacific Journal of Management, Volume 17, 2000, pp. 399-422.
112. Shankar, Venkatesh, Amy K.Smith, and Arvind Rangaswamy, “Customer Satisfaction and Loyalty in Online and Offline Environments,” International Journal of Research in Marketing, Volume 20, 2003, pp. 153-175.
113. Shapiro, C.and Varian, H. R. “The art of standard war,” California Management Review, Volume 41(2), 1999, pp. 8-32.
113. Sharma and Patterson, “The impact of communication effectiveness and service quality on relationship commitment in consumer, professional services”, The Journal of Services Marketing, Volume 13(2), 1999, p. 151.
114. Shohreh, A. K., & Christine, B. I., “A Proposal to Assess the Service Quality of Online Travel Agencies: An Exploratory Study,” Journal of Professional Services Marketing, Volume 21(1), 2000, pp. 63-88.
114. Singh, J. and Sirdeshmukh, D., “Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgements,” Journal of Academy of Marketing Science, 2000, pp. 150-167.
115. Sirdeshmukh, Deepak; Singh, Jagdip; Sabol, Barry , ”Consumer trust, value, and loyalty in relational exchanges”, Journal of Marketing, Volume 66(1), 2002, p. 15.
115. Spreng and MacKoy, “An empirical examination of a model of perceived service quality and satisfaction,” Journal of Retailing. Volume 72(2), 1996, p. 201.
116. Spreng, “A desires congruency model of consumer satisfaction,” Academy of Marketing Science. Journal, Volume 21(3), 1993, p. 169.
116. Srinivasan et al., “Customer loyalty in e-commerce: an exploration of its antecedents and consequences,” Journal of Retailing, Volume 78(1), 2002, p. 41.
117. Stauss and Neuhaus, ” The qualitative satisfaction model,“ International Journal of Service Industry Management, Volume 8(3), 1997, p. 236.
117. Swan, John E.; Bowers, Michael R.; Richardson, Lynne D., “Customer trust in the salesperson: An integrative review and meta-analysis of the empirical literature,” Journal of Business Research, Volume 44(2), 1999, p. 93.
118. Teas, R. K., “Expectations, Performance Evaluation and Consumers’ Perceptions of Quality,” Journal of Marketing, Volume 57(4), 1994, pp.18-34.
118. Tellis, “Advertising Exposure, Loyalty, and Brand Purchase: a Two-Stage Model of Choice,” JMR, Journal of Marketing Research, Volume 25(2), 1988, p. 134.
119. Turban,E.,Rainer,R.K.and Potter,R.E.,”Introduction to Information Tecgnology,” New York:John WILEY & Sons, 2000.
119. Van Dyke, “Measuring information systems service quality: Concerns on the use of the SERVQUAL questionnaire,” MIS Quarterly, Volume 21(2), 1997, p. 195.
120. Van Riel, A.C.R., Liljander, V., Jurriëns, P., “Exploring consumer evaluations of e-services: a portal site,” International Journal of Service Industry Management, Volume 12 (4), 2001, pp. 359-377.
121. Wathne, Biong, Heide,”Choice of supplier in embedded markets: Relationship and marketing program effects,” Journal of Marketing, Volume 65(2), 2001, p. 54.
122. Weiss & Anderson,”Converting from Independent to Employee Salesforces: The Role of Perceived Switching Costs,” JMR, Journal of Marketing Research, Volume 29(1), 1992, p. 101.
123. Westbrook,”A Rating Scale for Measuring Product/Service Satisfaction,” Journal of Marketing, Volume 44(4), 1980, p. 68.
124. William H Turnley, Daniel C Feldman, “Re-examining the effects of psychological contract violations: Unmet expectations and job dissatisfaction as mediators,” Journal of Organizational Behavior, volume 21(1), 2000, p. 25.
125. Wilson, D.T. , “An integrated model of buyer-seller relationships,” Journal of the Academy of Marketing Science, Vol. 23(4),1995, pp. 335-45.
126. Wirtz et al., “Consumer satisfaction with services: Integrating the environment perspective in services marketing into the traditional disconfirmation paradigm,” Journal of Business Research, Volume 44(1), 1999, p. 55.
127. Wolfinbarger and Gilly, “Shopping online for freedom, control, and fun,” California Management Review. Berkeley, Volume 43(2), 2001, p. 34.
128. Woodruff, ”Understanding value and satisfaction from the customer's point of view,” Survey of Business, Volume 29(1), 1993, p. 33.
129. Woodside & Daly, “Linking Service Quality, Customer Satisfaction, And Behavioral intention,” Journal of Health Care Marketing, Volume 9(4), 1989, p. 5.
130. Zeithaml & Bitner, “Customer contributions and roles in service delivery,” International Journal of Service Industry Management, Volume 8(3), 1997, p. 193.
131. Zeithaml, Parasuraman and Malhotra, ”Service quality delivery through Web sites: A critical review of extant knowledge,” Academy of Marketing Science. Journal, Volume 30(4), 2002, p. 362.
132. Zeithaml, V.A., Berry, L.L., Parasuraman, A., “The behavioral consequences of service quality,” Journal of Marketing, Volume 60(2), 1996, pp. 31-46.
133. Zhilin Yang & Robert T. Peterson, “Customer perceived value, satisfaction, and loyalty: The role of switching costs,” Psychology & Marketing, Volume 21(10), 2004, p. 799.

指導教授

李小梅(Shau-Mei Li)

審核日期

2006-6-16

推文