政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/124706
English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  全文笔数/总笔数 : 113160/144130 (79%)
造访人次 : 50740370      在线人数 : 531
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
搜寻范围 查询小技巧：
  • 您可在西文检索词汇前后加上"双引号"，以获取较精准的检索结果
  • 若欲以作者姓名搜寻，建议至进阶搜寻限定作者字段，可获得较完整数据
    •  进阶搜寻
    政大機構典藏 > 商學院 > 資訊管理學系 > 學位論文 >  Item 140.119/124706


    请使用永久网址来引用或连结此文件: https://nccur.lib.nccu.edu.tw/handle/140.119/124706


    题名: 智慧語音助理服務品質與滿意前因之研究
    Antecedents of Service Quality and Customer Satisfaction of Virtual Assistants
    作者: 李信宏
    Li, Sin-Hong
    贡献者: 洪為璽
    楊建民
    Hung, Wei-Hsi
    Yang, Jiann-Min
    李信宏
    Li, Sin-Hong
    关键词: 智慧語音助理
    自助服務科技
    服務品質
    顧客滿意度
    緊急需求的影響
    Virtual assistants
    Self-service technology
    Service quality
    Customer satisfaction
    Urgent needs
    日期: 2019
    上传时间: 2019-08-07 16:06:09 (UTC+8)
    摘要: 在人工智慧的發展下，許多廠商開始打造智慧語音助理做為新型態的服務。透過語音辨識技術的幫助，用戶不必使用觸控功能或點擊任何按鈕，只需透過聲音即可與語音助理溝通、指派任務。本研究歸納出智慧語音助理的特性，來探討在智慧語音助理的使用過程中，哪些特性是影響使用體驗的重要因素，並進一步討論在不同的情境下（如緊急需求的狀況），這些影響程度是否會有所不同。
    透過線上問卷，本研究共回收了292份有效樣本，透過結構方程模式的分析，結果指出智慧語音助理的特性如知覺控制、知覺有用性、知覺可靠性與知覺便利性會正向影響服務品質，而服務品質則正向影響到後續的使用體驗，包括知覺價值與顧客滿意度。在這些特性當中，知覺有用性的影響程度最顯著，而在緊急需求的情況下，知覺控制的影響程度會顯著下降，知覺有用性則顯著上升。
    總結來說知覺控制、知覺有用性、知覺可靠性與知覺便利性是影響智慧語音助理服務品質的關鍵因素，其中知覺有用性是衡量服務品質最重要的因素。此研究結果拓展過去自助服務科技相關研究，進一步解釋在實際使用過程中，有哪些自助服務科技特性會影響到服務品質，並證實了在緊急需求情境下，這些影響程度也將有所不同。此結果亦可供企業了解消費者所重視的面向，做為開發智慧語音助理服務時參考的依據，來打造出最貼近市場需求的產品。
    With the development of Artificial Intelligence (AI), many companies have developed virtual assistants as their new services. Through the help of Automatic Speech Recognition (ASR), the users can communicate with and assign jobs to the virtual assistants via voice, they no longer need to touch the screen or click any button. In this study, we focus on the virtual assistants’ attributes to examine which ones have important impacts on the use of the virtual assistants. Furthermore, we discuss whether the level of the impacts will change if the users are in different situations, e.g. needs in urgency.
    An online questionnaire survey was conducted and 292 valid samples were collected. The data was analyzed using Structural Equation Modeling (SEM) techniques. The results show that perceived control, perceived usefulness, perceived reliability and perceived convenience had positive impact on service quality, which further positively impacted subsequent experiences, including value and customer satisfaction. Among these attributes, perceived usefulness had the most significant impact. In the urgent needs situation, the impact of perceived control significantly decreased while the impact of perceived usefulness significantly increased.
    In conclusion, perceived control, perceived usefulness, perceived reliability and perceived convenience are key factors impacting the service quality of the virtual assistants. Among them, perceived usefulness is the most important one. The results extend previous Self-Service Technology (SST) research because we further explain which SST attributes have impacts on service quality during the use of it. And the results show that these attributes may have different level of impacts in the urgent needs situation. Finally, the results enable enterprises to understand the aspects consumers pay more attention to and can be used as the reference while implementing the virtual assistants to create better products to the demands of the market.
    參考文獻: EET Taiwan，智慧音箱市場成長顯著　出貨上看2億台，上網日期108年5月7日，檢自：https://www.eettaiwan.com/news/article/20190130NT21-smart-speaker-market-2018
    Abdullah, F., Ward, R., & Ahmed, E. (2016). Investigating the influence of the most commonly used external variables of TAM on students’ Perceived Ease of Use (PEOU) and Perceived Usefulness (PU) of e-portfolios. Computers in Human Behavior, 63, 75-90.
    Agarwal, R., & Karahanna, E. (2000). Time flies when you`re having fun: Cognitive absorption and beliefs about information technology usage. MIS quarterly, 665-694.
    Ahrholdt, D. C., Gudergan, S. P., & Ringle, C. M. (2017). Enhancing service loyalty: The roles of delight, satisfaction, and service quality. Journal of Travel Research, 56(4), 436-450.
    Akdere, M., Top, M., & Tekingündüz, S. (2018). Examining patient perceptions of service quality in Turkish hospitals: The SERVPERF model. Total Quality Management & Business Excellence, 1-11.
    Alalwan, A. A., Dwivedi, Y. K., Rana, N. P., & Williams, M. D. (2016). Consumer adoption of mobile banking in Jordan: examining the role of usefulness, ease of use, perceived risk and self-efficacy. Journal of Enterprise Information Management, 29(1), 118-139.
    Alhudaithy, A. I., & Kitchen, P. J. (2009). Rethinking models of technology adoption for internet banking: The role of website features. Journal of Financial Services Marketing, 14(1), 56-69.
    Ali, M. H., Ali, N. A., & Radam, A. (2010). Validating SERVPERF model in government agencies. The Journal of Human Resource and Adult Learning, 6(1), 84–93.
    Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. Journal of marketing, 58(3), 53-66.
    Arnold, M. J., & Reynolds, K. E. (2003). Hedonic shopping motivations. Journal of retailing, 79(2), 77-95.
    Aryee, S., Walumbwa, F. O., Seidu, E. Y., & Otaye, L. E. (2016). Developing and leveraging human capital resource to promote service quality: Testing a theory of performance. Journal of management, 42(2), 480-499.
    Babin, B. J., & Harris, W. G. (2012). Consumer Behavior: CB. South-Western, Cengage Learning.
    Baer, M., & Oldham, G. R. (2006). The curvilinear relation between experienced creative time pressure and creativity: moderating effects of openness to experience and support for creativity. Journal of Applied Psychology, 91(4), 963.
    Bagozzi, R. P. (1990). Buyer behavior models for technological products and services: A critique and proposal. Advances in telecommunications management, 2(3), 43-69.
    Bagozzi, R. P., Davis, F. D., & Warshaw, P. R. (1992). Development and test of a theory of technological learning and usage. Human relations, 45(7), 659-686.
    Bansal, H. S., & Taylor, S. (2015). Investigating the relationship between service quality, satisfaction and switching intentions. In Proceedings of the 1997 Academy of Marketing Science (AMS) Annual Conference (pp. 304-313). Springer, Cham.
    Bateson, J. E. (1985). Self-service consumer: An exploratory study. Journal of retailing.
    Bateson, J. E., & Hui, M. K. (1987). Perceived control as a crucial perceptual dimension of the service experience: an experimental study. Add Value to Your Service, CF Surprenant,(Ed.), Chicago: American Marketing Association, 187-192.
    Bauer, H. H., Falk, T., & Hammerschmidt, M. (2006). eTransQual: A transaction process-based approach for capturing service quality in online shopping. Journal of Business Research, 59(7), 866-875.
    Berry, L. L., Seiders, K., & Grewal, D. (2002). Understanding service convenience. Journal of marketing, 66(3), 1-17.
    Bhattacherjee, A. (2001). An empirical analysis of the antecedents of electronic commerce service continuance. Decision support systems, 32(2), 201-214.
    Bhattacherjee, A. (2001). Understanding information systems continuance: an expectation-confirmation model. MIS quarterly, 351-370.
    Bhattacherjee, A., & Lin, C. P. (2015). A unified model of IT continuance: three complementary perspectives and crossover effects. European Journal of Information Systems, 24(4), 364-373.
    Bishop Jr, W. R. (1984). Competitive intelligence. Progressive Grocer, 63(3), 19-20.
    Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. A. (1993). A dynamic process model of service quality: from expectations to behavioral intentions. Journal of marketing research, 30(1), 7-27.
    Boulter, J. (2013). How to build profitable customer relationships. Retrieved January, 7, 2015.
    Bowen, D. E. (1986). Managing customers as human resources in service organizations. Human resource management, 25(3), 371-383.
    Brady, M. K., Knight, G. A., Cronin Jr, J. J., Tomas, G., Hult, M., & Keillor, B. D. (2005). Removing the contextual lens: A multinational, multi-setting comparison of service evaluation models. Journal of Retailing, 81(3), 215-230.
    Bruner II, G. C., & Kumar, A. (2005). Explaining consumer acceptance of handheld Internet devices. Journal of business research, 58(5), 553-558.
    Burger, J. M. (1989). Negative reactions to increases in perceived personal control. Journal of personality and social psychology, 56(2), 246.
    Childers, T. L., Carr, C. L., Peck, J., & Carson, S. (2001). Hedonic and utilitarian motivations for online retail shopping behavior. Journal of retailing, 77(4), 511-535.
    Cho, Y. C., & Sagynov, E. (2015). Exploring factors that affect usefulness, ease of use, trust, and purchase intention in the online environment. International Journal of Management & Information Systems (Online), 19(1), 21.
    Choi, S. (2018). What promotes smartphone-based mobile commerce? Mobile-specific and self-service characteristics. Internet Research, 28(1), 105-122.
    Cohen, M. H., Cohen, M. H., Giangola, J. P., & Balogh, J. (2004). Voice user interface design. Addison-Wesley Professional.
    Collier, J. E., & Barnes, D. C. (2015). Self-service delight: Exploring the hedonic aspects of self-service. Journal of Business Research, 68(5), 986-993.
    Collier, J. E., & Kimes, S. E. (2013). Only if it is convenient: Understanding how convenience influences self-service technology evaluation. Journal of Service Research, 16(1), 39-51.
    Collier, J. E., & Sherrell, D. L. (2010). Examining the influence of control and convenience in a self-service setting. Journal of the Academy of Marketing Science, 38(4), 490-509.
    Collier, J. E., Moore, R. S., Horky, A., & Moore, M. L. (2015). Why the little things matter: Exploring situational influences on customers` self-service technology decisions. Journal of Business Research, 68(3), 703-710.
    Colwell, S. R., Aung, M., Kanetkar, V., & Holden, A. L. (2008). Toward a measure of service convenience: multiple-item scale development and empirical test. Journal of Services Marketing, 22(2), 160-169.
    Considine, E., & Cormican, K. (2016). Self-service technology adoption: An analysis of customer to technology interactions. Procedia Computer Science, 100, 103-109.
    Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. Journal of marketing, 56(3), 55-68.
    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.
    Cronin, J. J., Brady, M. K., Brand, R. R., Hightower Jr, R., & Shemwell, D. J. (1997). A cross-sectional test of the effect and conceptualization of service value. Journal of services Marketing, 11(6), 375-391.
    Cunningham, L. F., Young, C. E., & Gerlach, J. (2009). A comparison of consumer views of traditional services and self-service technologies. Journal of Services Marketing, 23(1), 11-23.
    Curran, J. M., & Meuter, M. L. (2005). Self-service technology adoption: comparing three technologies. Journal of services marketing, 19(2), 103-113.
    Curran, J. M., & Meuter, M. L. (2007). Encouraging existing customers to switch to self-service technologies: put a little fun in their lives. Journal of Marketing Theory and Practice, 15(4), 283-298.
    Dabholkar, P. A. (1996). Consumer evaluations of new technology-based self-service options: an investigation of alternative models of service quality. International Journal of research in Marketing, 13(1), 29-51.
    Dabholkar, P. A., & Bagozzi, R. P. (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.
    Dabholkar, P. A., Michelle Bobbitt, L., & Lee, E. J. (2003). Understanding consumer motivation and behavior related to self-scanning in retailing: Implications for strategy and research on technology-based self-service. International Journal of Service Industry Management, 14(1), 59-95.
    Dabholkar, P.A., Thorpe, D.I. and Rentz, J.O. (1996), “A measure of service quality for retail stores: scale development and validation”, Journal of the Academy of Marketing Science, Vol. 24 No. 1, pp. 3-16.
    Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS quarterly, 319-340.
    Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1989). User acceptance of computer technology: a comparison of two theoretical models. Management science, 35(8), 982-1003.
    Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1992). Extrinsic and intrinsic motivation to use computers in the workplace 1. Journal of applied social psychology, 22(14), 1111-1132.
    Demoulin, N. T., & Djelassi, S. (2016). An integrated model of self-service technology (SST) usage in a retail context. International Journal of Retail & Distribution Management, 44(5), 540-559.
    Deng, L., & Yuan, K. H. (2015). Multiple-group analysis for structural equation modeling with dependent samples. Structural equation modeling: a multidisciplinary journal, 22(4), 552-567.
    Djelassi, S., Diallo, M. F., & Zielke, S. (2018). How self-service technology experience evaluation affects waiting time and customer satisfaction? A moderated mediation model. Decision Support Systems, 111, 38-47.
    Durkin, M. (2004). In search of the internet-banking customer: exploring the use of decision styles. International Journal of Bank Marketing, 22(7), 484-503.
    Elliott, K. M., Hall, M. C., & Meng, J. (2013). Consumers’ intention to use self-scanning technology: the role of technology readiness and perceptions toward self-service technology. Academy of Marketing Studies Journal, 17(1), 129-143.
    Fick, G. R., & Brent Ritchie, J. R. (1991). Measuring service quality in the travel and tourism industry. Journal of travel research, 30(2), 2-9.
    Gartner (2017). Predicts 2017: Marketers, Expect the Unexpected, Retrieved March 17 2019, from: https://www.gartner.com/binaries/content/assets/events/keywords/digital-marketing/gml3/gartner-2017-marketing-predicts.pdf
    Gelderman, C.J., Ghijsen, P.W.Th. and van Diemen, R. (2011), “Choosing self-service technologies or interpersonal services – the impact of situational factors and technology-related attitudes”, Journal of Retailing and Consumer Services, Vol. 18 No. 5, pp. 414-421.
    George, A., & Kumar, G. G. (2013). Antecedents of customer satisfaction in internet banking: Technology acceptance model (TAM) redefined. Global Business Review, 14(4), 627-638.
    Glass, D. C., & Singer, J. E. (1972). Urban stress: Experiments on noise and social stressors.
    Gnewuch, U., Morana, S., & Maedche, A. (2017). Towards designing cooperative and social conversational agents for customer service.
    Ho, S. H., & Ko, Y. Y. (2008). Effects of self-service technology on customer value and customer readiness: The case of Internet banking. Internet research, 18(4), 427-446.
    Hoffman, K. D., & Bateson, J. E. (2010). Services marketing: concepts, strategies, & cases. Cengage learning.
    Holbrook, M. B., & Hirschman, E. C. (1982). The experiential aspects of consumption: Consumer fantasies, feelings, and fun. Journal of consumer research, 9(2), 132-140.
    Hopkins, B., Silverman, A., Sridharan, S., Leaver, S., Schadler, T., Gillett, F. E., & Austin, C. (2016). The Top Emerging Technologies To Watch: 2017 To 2021. Forrester Research.
    Howard, M., & Worboys, C. (2003). Self‐service–a contradiction in terms or customer‐led choice?. Journal of Consumer Behaviour: An International Research Review, 2(4), 382-392.
    Hsieh, C. T. (2007). Mobile commerce: assessing new business opportunities. Communications of the IIMA, 7(1), 9.
    Hsu, C. L., & Lin, J. C. C. (2015). What drives purchase intention for paid mobile apps?–An expectation confirmation model with perceived value. Electronic Commerce Research and Applications, 14(1), 46-57.
    Hussain, R., Al Nasser, A., & Hussain, Y. K. (2015). Service quality and customer satisfaction of a UAE-based airline: An empirical investigation. Journal of Air Transport Management, 42, 167-175.
    Hwang, Y., & Kim, D. J. (2007). Customer self-service systems: The effects of perceived Web quality with service contents on enjoyment, anxiety, and e-trust. Decision support systems, 43(3), 746-760.
    Jih, W. J. (2007). Effects of consumer-perceived convenience on shopping intention in mobile commerce: an empirical study. International Journal of E-Business Research (IJEBR), 3(4), 33-48.
    Johnson, M. D., & Fornell, C. (1991). A framework for comparing customer satisfaction across individuals and product categories. Journal of economic psychology, 12(2), 267-286.
    Jones, M. A., Reynolds, K. E., & Arnold, M. J. (2006). Hedonic and utilitarian shopping value: Investigating differential effects on retail outcomes. Journal of business research, 59(9), 974-981.
    Juniper Estimates 3.25 Billion Voice Assistants Are in Use Today, Google Has About 30% of Them, Retrieved March 17 2019, from: https://voicebot.ai/2019/02/14/juniper-estimates-3-25-billion-voice-assistants-are-in-use-today-google-has-about-30-of-them/
    Kahneman, D. and Tversky, A. (1979), “Prospect theory: an analysis of decision under risk”, Econometrica, Vol. 47 No. 2, pp. 263-291.
    Kallweit, K., Spreer, P., & Toporowski, W. (2014). Why do customers use self-service information technologies in retail? The mediating effect of perceived service quality. Journal of retailing and consumer services, 21(3), 268-276.
    Kaura, V., Durga Prasad, C. S., & Sharma, S. (2015). Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction. International Journal of Bank Marketing, 33(4), 404-422.
    Kaushik, A. K., & Rahman, Z. (2015). Innovation adoption across self-service banking technologies in India. International Journal of Bank Marketing, 33(2), 96-121.
    Keeney, R. L. (1999). The value of Internet commerce to the customer. Management science, 45(4), 533-542.
    Khatibi, A. A., Ismail, H., & Thyagarajan, V. (2002). What drives customer loyalty: An analysis from the telecommunications industry. Journal of Targeting, Measurement and Analysis for Marketing, 11(1), 34-44.
    Kim, J., & Lee, H. H. (2008). Consumer product search and purchase behaviour using various retail channels: the role of perceived retail usefulness. International Journal of Consumer Studies, 32(6), 619-627.
    Kinicki, A. J., & Vecchio, R. P. (1994). Influences on the quality of supervisor–subordinate relations: The role of time‐pressure, organizational commitment, and locus of control. Journal of Organizational Behavior, 15(1), 75-82.
    Knijnenburg, B. P., & Willemsen, M. C. (2016). Inferring capabilities of intelligent agents from their external traits. ACM Transactions on Interactive Intelligent Systems (TiiS), 6(4), 28.
    Koufaris, M. (2002). Applying the technology acceptance model and flow theory to online consumer behavior. Information systems research, 13(2), 205-223.
    Kuo, Y. F., Wu, C. M., & Deng, W. J. (2009). The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services. Computers in human behavior, 25(4), 887-896.
    Landrum, H., & Prybutok, V. R. (2004). A service quality and success model for the information service industry. European journal of operational research, 156(3), 628-642.
    Langeard, E. (1981). Services marketing: new insights from consumers and managers. na.
    Langer, E. J. (1975). The illusion of control. Journal of personality and social psychology, 32(2), 311.
    Larivière, B., Bowen, D., Andreassen, T. W., Kunz, W., Sirianni, N. J., Voss, C., ... & De Keyser, A. (2017). “Service Encounter 2.0”: An investigation into the roles of technology, employees and customers. Journal of Business Research, 79, 238-246.
    Lee, C. K., Yoon, Y. S., & Lee, S. K. (2007). Investigating the relationships among perceived value, satisfaction, and recommendations: The case of the Korean DMZ. Tourism management, 28(1), 204-214.
    Lee, C., Jung, S., Kim, S., & Lee, G. G. (2009). Example-based dialog modeling for practical multi-domain dialog system. Speech Communication, 51(5), 466-484.
    Lee, J., & Allaway, A. (2002). Effects of personal control on adoption of self-service technology innovations. Journal of Services marketing, 16(6), 553-572.
    Leong, L. Y., Hew, T. S., Lee, V. H., & Ooi, K. B. (2015). An SEM–artificial-neural-network analysis of the relationships between SERVPERF, customer satisfaction and loyalty among low-cost and full-service airline. Expert Systems with Applications, 42(19), 6620-6634.
    Libai, B., Muller, E., & Peres, R. (2013). Decomposing the value of word-of-mouth seeding programs: Acceleration versus expansion. Journal of marketing research, 50(2), 161-176.
    Limayem, M., Hirt, S. G., & Cheung, C. M. (2007). How habit limits the predictive power of intention: The case of information systems continuance. MIS quarterly, 31(4).
    Lin, J. S. C., & Hsieh, P. L. (2006). The role of technology readiness in customers` perception and adoption of self-service technologies. International Journal of Service Industry Management, 17(5), 497-517.
    Lin, J. S. C., & Hsieh, P. L. (2011). Assessing the self-service technology encounters: development and validation of SSTQUAL scale. Journal of retailing, 87(2), 194-206.
    Lovelock, C.H. (2001), Services Marketing: People, Technology, Strategy, 4th ed., Prentice Hall, Englewood Cliffs, NJ.
    Luger, E., & Sellen, A. (2016). Like having a really bad PA: the gulf between user expectation and experience of conversational agents. In Proceedings of the 2016 CHI Conference on Human Factors in Computing Systems (pp. 5286-5297). ACM.
    Maedche, A., Morana, S., Schacht, S., Werth, D., & Krumeich, J. (2016). Advanced user assistance systems. Business & Information Systems Engineering, 58(5), 367-370.
    Marzocchi, G. and Zammit, A. (2006), “Self-scanning technologies in retail: determinants of adoption”, The Service Industries Journal, Vol. 26 No. 6, pp. 651-669.
    McDougall, G. H., & Levesque, T. (2000). Customer satisfaction with services: putting perceived value into the equation. Journal of services marketing, 14(5), 392-410.
    McTear, M., Callejas, Z., & Griol, D. (2016). The conversational interface: Talking to smart devices. Springer.
    Meuter, M. L., Ostrom, A. L., Roundtree, R. I., & Bitner, M. J. (2000). Self-service technologies: understanding customer satisfaction with technology-based service encounters. Journal of marketing, 64(3), 50-64.
    Mills, P. K., & Morris, J. H. (1986). Clients as “partial” employees of service organizations: Role development in client participation. Academy of management review, 11(4), 726-735.
    Moon, T., Kang, S., Choi, S., & Kim, D. (2015). Perceived reliability and technology acceptance of realistic media service. Advanced Science and Technology Letters, 113, 105-111.
    Munusamy, J., & Chelliah, S. (2011). An investigation of impact of service strategy on customers` satisfaction in the budget airline industry in Malaysia: a case study of air Asia. Contemporary Marketing Review, 1(1), 1-13.
    Narang, R. (2012). How do management students perceive the quality of education in public institutions?. Quality Assurance in Education, 20(4), 357-371.
    Oh, H., Jeong, M., & Baloglu, S. (2013). Tourists` adoption of self-service technologies at resort hotels. Journal of Business Research, 66(6), 692-699.
    Oliver Richard, L. (1997). Satisfaction: A behavioral perspective on the consumer. New York ˈ NY: Irwin-McGraw-Hill.
    Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of marketing research, 17(4), 460-469.
    Oracle (2016). Can Virtual Experiences Replace Reality? Retrieved March 17 2019, from: https://www.oracle.com/webfolder/s/delivery_production/docs/FY16h1/doc35/CXResearchVirtualExperiences.pdf
    Orel, F. D., & Kara, A. (2014). Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market. Journal of Retailing and Consumer Services, 21(2), 118-129.
    Otto, J. E., & Ritchie, J. B. (1996). The service experience in tourism. Tourism management, 17(3), 165-174.
    Overby, J. W., & Lee, E. J. (2006). The effects of utilitarian and hedonic online shopping value on consumer preference and intentions. Journal of Business research, 59(10-11), 1160-1166.
    Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of marketing, 49(4), 41-50.
    Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer Perceptions of Service Quality. Journal of retailing, 64(1), 12.
    Patterson, P. G., & Spreng, R. A. (1997). Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business-to-business, services context: an empirical examination. International Journal of service Industry management, 8(5), 414-434.
    Perry, R. P., Hladkyj, S., Pekrun, R. H., & Pelletier, S. T. (2001). Academic control and action control in the achievement of college students: A longitudinal field study. Journal of educational psychology, 93(4), 776.
    Podsakoff, P. M., MacKenzie, S. B., Podsakoff, N. P., & Lee, J. Y. (2003). The mismeasure of man (agement) and its implications for leadership research. The Leadership Quarterly, 14(6), 615-656.
    Radomir, L., & Nistor, C. V. (2014). Comparing the original and the revised SSTQUAL scale among high-educated consumers in Romania. Procedia Economics and Finance, 15, 926-934.
    Robertson, N., McDonald, H., Leckie, C., & McQuilken, L. (2016). Examining customer evaluations across different self-service technologies. Journal of services marketing, 30(1), 88-102.
    Rust, R. T., & Oliver, R. L. (1994). Service quality: insights and managerial implications from the frontier. Service quality: New directions in theory and practice, 1-19.
    Santos, J. (2003). E-service quality: a model of virtual service quality dimensions. Managing Service Quality: An International Journal, 13(3), 233-246.
    Scherer, A., Wünderlich, N. V., & Von Wangenheim, F. (2015). The Value of Self-Service: Long-Term Effects of Technology-Based Self-Service Usage on Customer Retention. MIS quarterly, 39(1).
    Searle, B. J., & Auton, J. C. (2015). The merits of measuring challenge and hindrance appraisals. Anxiety, Stress, & Coping, 28(2), 121-143.
    Shamdasani, P., Mukherjee, A., & Malhotra, N. (2008). Antecedents and consequences of service quality in consumer evaluation of self-service internet technologies. The Service Industries Journal, 28(1), 117-138.
    Sheth, J. N., Newman, B. I., & Gross, B. L. (1991). Why we buy what we buy: A theory of consumption values. Journal of business research, 22(2), 159-170.
    Silpakit, P., & Fisk, R. P. (1985). Participatizing the service encounter: a theoretical framework. In Services marketing in a changing environment (pp. 117-121). Chicago, IL: American Marketing Association.
    Skinner, E. A. (1996). A guide to constructs of control. Journal of personality and social psychology, 71(3), 549.
    Snoj, B., Pisnik Korda, A., & Mumel, D. (2004). The relationships among perceived quality, perceived risk and perceived product value. Journal of Product & Brand Management, 13(3), 156-167.
    Spiliopoulos, L., & Ortmann, A. (2018). The BCD of response time analysis in experimental economics. Experimental Economics, 21(2), 383-433.
    Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of retailing, 77(2), 203-220.
    Szymanski, D. M., & Hise, R. T. (2000). E-satisfaction: an initial examination. Journal of retailing, 76(3), 309-322.
    Teo, A. C., Tan, G. W. H., Ooi, K. B., Hew, T. S., & Yew, K. T. (2015). The effects of convenience and speed in m-payment. Industrial Management & Data Systems, 115(2), 311-331.
    Tojib, D., & Tsarenko, Y. (2012). Post-adoption modeling of advanced mobile service use. Journal of Business Research, 65(7), 922-928.
    Trivellas, P. and Dargenidou, D. (2009), “Organisational culture, job satisfaction and higher education service quality: the case of Technological Educational Institute of Larissa”, The TQM Journal, Vol. 21 No. 4, pp. 382-399.
    Vallerand, R. J. (1997). Toward a hierarchical model of intrinsic and extrinsic motivation. In Advances in experimental social psychology (Vol. 29, pp. 271-360). Academic Press.
    Van Doorn, J., Mende, M., Noble, S. M., Hulland, J., Ostrom, A. L., Grewal, D., & Petersen, J. A. (2017). Domo arigato Mr. Roboto: Emergence of automated social presence in organizational frontlines and customers’ service experiences. Journal of Service Research, 20(1), 43-58.
    Van Gorder, B. E. (1990). Satisfying the customer of the ‘90s. Credit, 16(2), 10-15.
    Venkatesh, V. (2000). Determinants of perceived ease of use: Integrating control, intrinsic motivation, and emotion into the technology acceptance model. Information systems research, 11(4), 342-365.
    Venkatesh, V., & Bala, H. (2008). Technology acceptance model 3 and a research agenda on interventions. Decision sciences, 39(2), 273-315.
    Venkatesh, V., & Davis, F. D. (2000). A theoretical extension of the technology acceptance model: Four longitudinal field studies. Management science, 46(2), 186-204.
    Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D. (2003). User acceptance of information technology: Toward a unified view. MIS quarterly, 425-478.
    Venkatesh, V., Thong, J. Y., & Xu, X. (2012). Consumer acceptance and use of information technology: extending the unified theory of acceptance and use of technology. MIS quarterly, 36(1), 157-178.
    Verhagen, T., Van Nes, J., Feldberg, F., & Van Dolen, W. (2014). Virtual customer service agents: Using social presence and personalization to shape online service encounters. Journal of Computer-Mediated Communication, 19(3), 529-545.
    Voss, K. E., Spangenberg, E. R., & Grohmann, B. (2003). Measuring the hedonic and utilitarian dimensions of consumer attitude. Journal of marketing research, 40(3), 310-320.
    Walker, R. H., Craig-Lees, M., Hecker, R., & Francis, H. (2002). Technology-enabled service delivery: An investigation of reasons affecting customer adoption and rejection. International Journal of service Industry management, 13(1), 91-106.
    Wang, C., Harris, J., & Patterson, P. G. (2012). Customer choice of self-service technology: the roles of situational influences and past experience. Journal of Service Management, 23(1), 54-78.
    Wang, Y., Lo, H. P., & Yang, Y. (2004). An integrated framework for service quality, customer value, satisfaction: Evidence from China`s telecommunication industry. Information systems frontiers, 6(4), 325-340.
    Weijters, B., Rangarajan, D., Falk, T., & Schillewaert, N. (2007). Determinants and outcomes of customers` use of self-service technology in a retail setting. Journal of Service Research, 10(1), 3-21.
    Widmer, P. S., Semmer, N. K., Kälin, W., Jacobshagen, N., & Meier, L. L. (2012). The ambivalence of challenge stressors: Time pressure associated with both negative and positive well-being. Journal of Vocational Behavior, 80(2), 422-433.
    Wu, M. Y., Chou, H. P., Weng, Y. C., & Huang, Y. H. (2011). TAM-2 based study of website user behavior-using web 2.0 websites as an example. WSEAS Transactions on Business and Economics, 4(8), 133-51.
    Yang, H., Yu, J., Zo, H., & Choi, M. (2016). User acceptance of wearable devices: An extended perspective of perceived value. Telematics and Informatics, 33(2), 256-269.
    Yen, H. R. (2005). An attribute-based model of quality satisfaction for internet self-service technology. The Service Industries Journal, 25(5), 641-659.
    Yousafzai, S. Y., Foxall, G. R., & Pallister, J. G. (2010). Explaining internet banking behavior: theory of reasoned action, theory of planned behavior, or technology acceptance model?. Journal of applied social psychology, 40(5), 1172-1202.
    Zeelenberg, M., & Pieters, R. (2004). Beyond valence in customer dissatisfaction: A review and new findings on behavioral responses to regret and disappointment in failed services. Journal of business Research, 57(4), 445-455.
    Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. Journal of marketing, 52(3), 2-22.
    Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of marketing, 60(2), 31-46.
    Zhu, Z., Nakata, C., Sivakumar, K., & Grewal, D. (2007). Self-service technology effectiveness: the role of design features and individual traits. Journal of the Academy of Marketing Science, 35(4), 492-506.
    描述: 碩士
    國立政治大學
    資訊管理學系
    106356012
    資料來源: http://thesis.lib.nccu.edu.tw/record/#G0106356012
    数据类型: thesis
    DOI: 10.6814/NCCU201900461
    显示于类别:[資訊管理學系] 學位論文

    文件中的档案:

    没有与此文件相关的档案.



    在政大典藏中所有的数据项都受到原著作权保护.


    社群 sharing

    著作權政策宣告 Copyright Announcement
    1.本網站之數位內容為國立政治大學所收錄之機構典藏，無償提供學術研究與公眾教育等公益性使用，惟仍請適度，合理使用本網站之內容，以尊重著作權人之權益。商業上之利用，則請先取得著作權人之授權。
    The digital content of this website is part of National Chengchi University Institutional Repository. It provides free access to academic research and public education for non-commercial use. Please utilize it in a proper and reasonable manner and respect the rights of copyright owners. For commercial use, please obtain authorization from the copyright owner in advance.

    2.本網站之製作，已盡力防止侵害著作權人之權益，如仍發現本網站之數位內容有侵害著作權人權益情事者，請權利人通知本網站維護人員(nccur@nccu.edu.tw)，維護人員將立即採取移除該數位著作等補救措施。
    NCCU Institutional Repository is made to protect the interests of copyright owners. If you believe that any material on the website infringes copyright, please contact our staff(nccur@nccu.edu.tw). We will remove the work from the repository and investigate your claim.
    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - 回馈