Reference: | 中文部份 王怡舜(2001) ,「數位產品網路行銷之顧客滿意度量表建構模式」, 政治大學資訊管理研究所博士論文。 何雍慶,蘇雲華(1995),「服務行銷領域顧客滿意模式及服務品質模式之 比較研究」,輔仁管理評論,第2卷,第2期,頁 37-64。 汪美香、葉桂珍(民89),「消費者屬性、網站滿意度與網路購物意願關係之研究」,企業管理學報,第48 期,頁 121-138。 周泰華,黃俊英,郭德賓(1999), 「服務品質與顧客滿意度評量模式之比較研究」,輔仁管理評論,第6卷,第1期:頁 37-68。 吳肇銘(民89), 「影響網站使用意向之因素研究-以入門網站為例」,中央大學資訊管理研究所碩士論文。 林孟彥、許惠貞(民90),「按部就班推動一對一網路行銷」,經濟日報,10 月19日,44 版。 林宏遠(民90年),「遙距臨場感對WWW廣告效果的影響」,台北科技大學商業自動化與管理研究所碩士論文。 邱璟明(民87),「網際網路線上服務服務品質衡量模式之建立」,台灣大學資訊管理研究所碩士論文。 孫美君(民89),「影響網站忠誠度之因素研究-以購物型網站為例」,中原大學資訊管理研究所碩士論文。 Dabholkar, Pratibha A., Dayle I. Thorpe and Joseph O. Rentz (1996), “A Measure of Service Quality for Retail Stores:Scale Development andValidation”, Journal of Travel Research, Vol.24, pp.3-16. Day, George S. (1969), “A Two-Dimensional Concept of Brand Loyalty,” Journal of Advertising Research, 9(Sep.), pp. 29-35. Dick, A.S. and Kunal Basu (1994), “Customer Loyalty: Toward An Integrated Conceptual Framework”, Journal of the Academy of Marketing Science, Vol. 22, No. 2, pp. 99-113. Engel, J. F., Blackwell, R. D.,and Miniard, P. W. (1986), Consumer Behavior,5th ed, Harcourt Broce Joranovich College Publishers, The Dryden Press. Fisk, R. P., Brown, S. W., and Bitner, M. J. (1993), “Tracking the Evolution of the Services Marketing Literature,” Journal of Retailing, 69: 1, pp.61-103. Fornell, Claes (1992), “A National Customer Satisfaction Barometer: The Swedish Experience,” Journal of Marketing, 56(Jan.), pp. 6-21. Gibson, J. J. (1966). “The senses considered as perceptual systems,” Boston: Houghton Mifflin. Gibson, J. J. (1979). “The ecological approach to visual perception,” Boston: Houghton Mifflin. Gronroos, C. (1982), “A Applied Service Marketing Theory,” European Journal Hanson, W.A.(1999), Principles of Internet Marketing, Minnesota: South-Western. Oliver, R. L. (1999), “Whence Consumer Loyalty? ” Journal of Marketing, Held, R. M., & N. I. Durlach (1992). “Presence: Teleoperators and Virtual Environments,” Telepresence. (1), 102-112. Hernon, Peter, Nitecki. Danuta A, and Altman, Ellen.(1999), “Service Quality and Customer Satisfaction: an assessment and future direction”, The Journalof Academic Librarianship, Vol.25, November, pp.9-17. Heskett, J. L., W. E. Sasser, Jr., & C.W. Hart (1989), Service Breakthrough, New York: The Free Press. Hoffman, D. L., Novak, T. P., & Chatterjee, P. (1995), “Commercial Scenarios for the Web: Opportunities and Challenges,” Journal of Computer Mediated Communication, 1(3). (http://shum.cc.huji.ac.il/jcmc/vol1/issue3/hoffman.html) Hoffman, D. L. & T. P. Novak (1996), “Marketing in Hypermedia Computer-Mediated Environments: Conceptual Foundations,” Journal of Marketing, 60(Jul.), pp. 50-68. Honeycutt, E. D. J., T. B. Flaherty and K. Benassi (1998), “Marketing industrial products on the Internet,” Industrial Marketing Management, 27(1), pp. 63-72. Jacoby, J. (1971) “A Model of Multi-brand Loyalty,” Journal of Advertising Research,11(3), pp. 25-31. Jacoby, J. & R.W. Chestnut (1978), Brand Loyalty: Measurement and Management, New York: John Wiley & Sons, Inc. Jarvenpaa, S. L. and Todd, P. A. (1997), “ Is there a future for retailing on the Internet? ,” In Peterson, R. A.(ed.)Electronic Marketing and the Consumer, Thousand Oaks. 63(Special Issue), pp. 33-44. Juran, J. M. (1986), “A Universal Approach to Managing for Quality,” Quality Progress, December, pp.19-24. Kanter, J. (2000), “Have We Forgotten the Fundamental IT Enabler: Ease of Use,” Information Technology, Summer, pp. 70-77 Keaveney, Susan M. (1995), “Customer Switching Behavior in Service Industries: AnExploratory Study,” Journal of Marketing, 59(2), pp. 71-82. Kenny, David W. & Frederick F. Reichheld (1990), “The Hidden Advantages of Customer Retention,” Journal of Retail Banking, 12(9), p.12. Kettinger, W. J. and Lee, C. C. (1994), “Perceived Service Quality and UserSatisfaction with the Information Services Function,” Decision Sciences, 25: 5,pp.737-766. Kim, Taeyong and Frank Biocca (1997), “Telepresence via Television: Two Dimensio ns of Telepresence May Have Different Connections to Memory and Persuasion,” Journal o f Computer-Mediated Communication, 3 (September). Klein, Lisa R.(1999), “ Creating virtual experiences in the new media,” Unpublish Doctoral Dissertation, Graduate School of Business, Harvard University. Kotler, Philip (1996), Marketing Management, 9th ed., Englewood Cliffs, NJ: Prentice-Hall. Kotler (1999), Marketing Management: Analysis, Planning, Implementation and Control, 9th ed., Englewood Cliffs, NJ: Prentice-Hall Inc. Lehtinen, Uolevi and Jarmo R. Lehtinen (1991), “Two Approaches to Service Quality Dimensions” , Service Industries Journal, Vol.25 1994, pp737-766 Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), “A ConcetpualModel of Service Quality and its Implication for Future Research” , Journalof Marketing, Vol.49, pp.41-50. Lessiter J., Freeman J., Keogh E., Davidoff J., (2000), ”Development of a New Cross-Media Presence Questionnaire : The ITC-Sense of Presence Inventory ,“ Paper presented at Presence 2000 – 3rd International Workshop on Presence, 27-28 March 2000, Techniek Museum, Delft, The Netherlands. Lewis, R. C. and B. H. Booms(1983), “The marketing aspects of service quality, in emerging perspectives on services marketing,” L. Berry, G. Shostack, and G. Upah, eds., Chicago: American Marketing, pp.99-107. Liu, C. and K. P. Arnett (2000), “Exploring the factors associated with Web site success in the context of electronic commerce,” Information & Management, 38(2000), pp. 23-33. Lombard, M. (2001a, February), “Resources for the study of presence: Presence explication,” Retrieved February 28, 2001 from the World Wide Web: http://nimbus.temple.edu/~mlombard/Presence/explicat.htm. Lombard, M., Snyder, J., Campanella, C., Kaynak, M. S., Pemrick, J., Linder, J., and Ditton, T. B. (1997, May), “ The cluttering of television,” Presented to the Mass Communication division at the annual conference of the International Communication Association, Montreal, Canada. Lombard, Matthew and Jennifer Snyder-Duch (2001) “Interactive Advertising and Presence: A Framework,” Journal of Interactive Advertising, Volume 1, Number 2, Spring 2001 Loudon, David L. & Albert J. Della Britta (1984), Consumer Behavior-Concepts andApplications, 2nd ed., New York: Mc-Graw Hill. Lynch, J. G. and D. Ariely (2000), “Wine Online: Search Costs Affect Competition on Price, Quality and Distribution,” Marketing Science, 19(1), pp. 83-103. Minsky, M. (1980, June). Telepresence. Omni, pp. 45-51. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), “Quality Counts in service, Too”, Business Horizons, Vol.28, pp.44-53. Monroe, Kent B. & Joseph P. Guiltinan (1975), “A Path-Analysis Exploration of Retail 69 Montes, G. L.(1992), “Is interaction the message? The effect of democratizing andnon-democratizing interaction in video-conferencing small groups on social presence and quality of outcome. In U. E. Gattiker (ed.),” Technology-mediated communication (pp.187-223). Berlin: Walter de Gruyter. Newman, J. W. & R. A. Werbel (1973), “Multivariate Analysis of Brand Loyalty for Major Household Appliances,” Journal of Marketing Research, 10(Nov., pp. 404-409. Oliva, T. A., Oliver, R. L. and MacMillan, I. C.(1992), A catastrophe model for developing service satisfaction strategies, Journal of Marketing, 56(July), 83-95. Oliver, R. L. (1980), “A Cognitive Model of the Antecedents and Consequences of Satisfaction Decision,” Journal of Marketing Research, 17(Nov.), pp. 460-469. Oliver, R. L. (1981), “ Measurement and Evaluation of Satisfaction Processes in Retailing Setting”, Journal of Retailing, Vol.57, pp.25-48. Oliver, R. L. (1993), ”Cognitive, Affective, and Attitude Bases of the Satisfaction Response,” Journal of Consumer Research, 20 (December), pp.418-430. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), “SERVQUAL: A Multiple-item Scale for Measuring Customer Perception of Service Quality”,Journal of Retailing, Vol.64, pp.12-40. Parasuraman, A., Zeithaml V. A., Berry, L. L. (1993), “Research Note: More on Improving Quality Measurement,” Journal of Retailing, 69: 1, pp.140-147. Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994). “Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Future Research, ”Journal of Marketing, 58 (1), pp. 111-124. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1996), “The Behavioral Comequences of Service Quality”, Journal of Marketing, Vol.60, pp.31-46. Peterson, R. A., S. Balasubramanian & B. J. Bronnenberg (1997), “Exploring the Implications of the Internet for Consumer Marketing,” Journal of the Academy of Marketing Science, 25(Fall), pp. 329-346. Quelch, J.A. & L.R. Klein (1996), “The Internet and International Marketing,” Sloan 徐椿輝(民86),「網際網路線上服務服務品質評估模式之探討」,台灣工業技術學院管理技術所碩士論文。 management Review, 37(3), pp. 60-75. Raphel, Neil & Murray Raphel (1995), Loyalty Ladder, Harper Collins Publishers, Inc. Reichheld, Frederick F. and W. Earl Sasser, Jr.(1990), "Zero Defections: QualityComesto Services", Harvard Business Review, 68(5), pp.105-111. Reichheld, Frederick F. & Phil Schefter (2000), “E-Loyalty: Your Secret Weapon on the Web,” Harvard Business Review, (Jul.-Aug.), pp. 105-113. Rheingold, Howard R.(1991),”Virtual Reality”, New York: Summit Books. Richard, M. D. and A. W. Allaway (1993), “Service Quality Attributes and Choice Behavior,” Journal of Service Marketing, Vol.7, No.1, pp. 59-68. Rust, Roland T. and Richard L.Oliver (1994), “Service Quality: Insights and Managerial Implication from the Frontier” New York: Sage Publications. Ruyter, K., J. Bloemer and P. Pascal (1997), “Merging Service Quality and Service Satisfaction an Empirical Test of an Integrative Model,” Journal Economic Psychology, Vol.18, pp. 387-406. Sambandam, Rajan & Kenneth R. Lord (1995), “Switching Behavior in Automobile Markets: A Consideration-Sets Model.” Journal of Academy of Marketing Science, 張紹勳(民89),「網際網路行銷之成功模式」,中華管理評論,Vol.3,No.2 頁 17-38。 23(1), pp.57-65. Sasser, W.E., R.P. Olsen, Jr., and D.D. Wyckoff (1978), Management of Service Operations:Text and Cases, Boston: Allyn and Bacon, pp.33-54. Schubert, T. (1999), Friedmann F., Regenbrecht H., “Decomposing the Sense of Presence : Factor Analytic Insights”, Paper presented at Presence 1999 – 2nd International Workshop on Presence, 6-7 April 1999, University of Essex. Schwartz, E. I. (1999), Webonomics, Commonwealth Publishing. Sheridan, T. B., & Furness, T. A. (Eds.) (1992), “Presence: Teleoperators and Virtual Environments,” Cambridge, MA: MIT Press. Shohreh, A. Kaynama & I. Black Christine (2000), “A Proposal to Assess the Service Quality of Online Travel Agencies: An Exploratory Study,” Journal of ProfessionalServices Marketing, 21(1), pp.63-88. Singh, Jagdip (1991),“Understanding the Structure on Consumer Satisfaction Evaluation of Service Delivery, Journal of the Academy of Marketing Science, Vol.19, pp.223-234. 張紹勳(民89),研究方法,台中:滄海書局。 Singh, Jagdip and Robert E. Wilkes(1996),“When Consumer Complain:A Path Analysis of the Key Antecedents of Consumer Complain Response Estimates, Journal of the Academy of Marketing Science, Vol.24, pp.350-365. Srinivasan, Srini S., Rolph Anderson & Kishore Ponnavolu (2002), “Customer Loyaltyin e-Commerce: an exploration of its antecedents and consequences,” Journal of Retailing, 78, pp. 41-51. Steuer, Jonathan (1992), ” Defining Virtual Reality: Dimensions Determining Telepresence,” Journal of Communication, 42 (Fall), pp.73-93. Stewart, H., C. Hope and A. Muhlemann (1998), “Professional service quality,” Journal of Retailing and Consumer services, 5(4), pp. 209-222 Szymamski, D. M. & R. T. Hise (2000), “E-Satisfaction: An Initial Examination,”Journal of Retailing, 76(3), pp. 309-322. Tan , K. C., Y. N. Li, and M. Xie (2002), “Measuring web-based service quality,” Total Quality Management, 13(5), pp. 685-700. Taylor, Steven A. and Thomas L. Baker (1994), “An Assessment of RelationshipvBetween Service Quality and Customer Satisfaction in the Formation of Consumer’s Purchase Intention”, Journal of Retail Banking, 70,pp.163-178. Teas, R. K.(1993), “Expectations, Performance Evaluation and Customers’ Perceptions of Quality,” Journal of Marketing, 57 (Oct.), pp. 18-34. Tellis, G. J. (1988), “Advertising Exposure, Loyalty, and Brand Purchase: A Two- Stage Model of Choice,” Journal of Marketing Research, 25(May), pp. 134-144. 張紹勳(民90),「企業對消費者電子商務之關係品質模式」,廣告學研究,16 集,頁 55-81。 Woodruff, R., Schumann, David W. and Gradial, Sarahn Fsher (1983),“Survey of Business”, pp.33-40. Woodside, A., G. Frey and R. T. Daly (1989), “Linking Service Quality,Customer Satisfaction, and Behavioral Intention”, Journal of Care Marketing,Dec., pp.5-7. Yang, Zhilin and Minjoon Jun (2002), “Consumer perception of e-service quality: From Internet purchaser and non-purchaser perspectives,” Journal of Business Strategies, 19(1), 19-41. Yi, Youjae (1991), “A Critical Review of Consumer Satisfaction”, Review in Marketing Vakarue A Zeithaml, ed. Chicago: American Marketing Association, pp.68-123. Zeithaml, V. A. & Mary Jo Binter (1996), Service Marketing, New York:McGraw-Hill. Zeithaml, V. A., A. Parasurman and A. Malhotra (2002), “Service Quality Delivery through Web Site: A Critical Review of Extant Knowledge,” Journal of the Academy of Marketing Science, 30(4), pp. 362-375. Zimmerman, C.D. (1985), “Quality: Key to Service Productivity”, Quality Progress, June, pp.32-35. 張醒亞(1995),「航空運輸業服務品質、顧客滿意度度與購買意願因果關 係之研究」,雲林技術學院企業管理科技研究所碩士論文。 陳瑞麟(民89),「以消費者為基的網際網路策略─我國旅遊網站之實証研究」,成功大學企業管理研究所碩士論文。 黃思明與耿慶瑞(1998),台灣流通業資訊技術應用需求策略規劃方法之研究,中壢:第九屆國際資訊管理學術研討會。 彭若青(2000), 「銀行總動員---搶攻電子商務」,管理雜誌,第314 期,頁 78-81。 蔡右玫(民89),「網路商店存活率只有1/4﹖--執行面有三大難題」,數位周刊,第15 期,頁 116-118。 蔡東峻、李奇勳(民88),「消費者特性與網際網路購物意願關係之研究」,管理學報,第16卷,第4期,頁 557-580。 蔡瑞宇(1996),顧客行為學,台北:天一圖書公司。 鄭錫聰(2002),「服務接觸滿意度與購後行為關聯性之研究-以推廣教育為例」,大葉大學工業關係研究所碩士論文。 劉志忠(1997),「服務業服務品質與消費者行為意圖關係之研究- 以高雄 市六家百貨公司為例」,中山大學企業管理研究所碩士論文。 賴士葆、顏永森 (民93),「網際網路自助服務對消費者再購意願影響之研究」,電子商務研究,第2卷,第3期,頁 259-278。 賴士葆、吳豐祥、顏永森(2000),「網路商店服務品質衡量構面之研究」,2000國際電子商務理論與實務研討會,教育部顧問室主辦,第1-69 至 1-98 頁。 顏永森(2001),網路商店服務品質對消費者網站態度影響之實證研究,2001年科技與管理學術研討會論文集。 蘇恆毅(2001),「大台北地區高運量大眾捷運系統服務品質、顧客滿意度 與購後行為之研究」,海洋大學航運管理研究所碩士論文。 經濟部商業司(民86),「電子商業答客問」。 英文部份 Akin, D.L., Minsky, M.L., Thiel, E.D., and Kurlzman, C.R.(1983), “Space applications of automation and robots and machine intelligence systems (ARAMIS)-PhaseⅡ,”NASA Contract Rep.#3734. Anderson, E.W., Cales Fornell and Donald R. Lehman (1994),“Customer Satisfaction, Market Share, and Profitability: Findings from Sweden”, Journal of Marketing, Vol.58, July, pp.53-66. Anderson, E. W. and Mary W. Sullivan (1993) , "The Antecedents and Consequencess of Customer Satisfaction for Firms", Marketing Science,12(2), pp.125-143. Assael, H. (1992), Consumer Behavior and Marketing Action, 4th (Ed.), Boston: PWS-KENT. Bagozzi, R. P. and Y. Yi (1988), “On the Evaluation of Structural Equation Models,” Journal of the Academy of Marketing Science, Spring 1988, Vol.16, No.1, pp. 74-94. Berry, Leonard L. (1995), “Relationship Marketing of Service--Growing Interest,Emerging Perspectives,” Journal of the Academy of Marketing Science, 23(4), pp.236-245. Bitner, M.J.( 1990), "Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses", Journal of Marketing, Vol.54, pp.69-82. Bloemer, J. M. M. & Hans D. P. Kasper (1995), “The Complex Relationship between Consumer Satisfaction and Brand Loyalty,” Journal of Economic Psychology, Vol.16, pp.311-329. Bolton, Ruth N. and Drew, James H.( 1991),”A Multistage Model of Consumers’ Assessment of Service Quality and Value”, Journal of Consumer Research, pp.375-384. Boulding, W., Kalra, A., Staelin, R., and Zeithaml, V. A. (1993), “A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions,”Journal of Marketing Research, Vol. 30, No. 1, pp.7-27 Buxton, W. (1994).” Human Skills in Interface Design. In L. MacDonald & J. Vince (Eds), Interacting with virtual environments,” New York: John Wiley & Sons Ltd. pp.1-12 Churchill, G. A. and C. Surprenant (1982), “An Investigation into to the Determinants of Customer Satisfaction,” Journal of Marketing Research, 19, pp. 491-504. Crawford and Getty, (1991)“Consumer Satisfaction / Dissatisfaction with Professional Services”, Journal of Professional Services Marketing, Vol.7, No.2, pp19-25. Cronin, J. J., Jr. and S. A. Taylor.( 1992), “Measuring Service Quality:Areexamination and Extension”, Journal of Marketing, Vol.56, pp.55-68. Cuieford, J. P., Fundamental Statistics in Psychology and Education. 4th ed., New York: Mcgraw-Hill (1965). Czepiel, J. A.,(1974) Perspective on Consumer Satisfaction, AMA Conference Proceddings, pp.119-123. |