| Reference: | 中文資料：
1. 石莉平(2013)。行動即時通訊軟體媒介豐富度之互動效果研究－以大學生為例。世新大學公共關係暨廣告學系研究所碩士論文。
2. 何苔麗、徐慧霞、章家誠(2012)。手機應用程式服務使用態度及再購意願研究-以蘋果公司的App Store 為例。中華科技大學學報，50，8-10。
3. 吳姿嫻(2007)。MSN與日常生活。世新大學公共關係暨廣告學系碩士論文。
4. 李震華(2005)，提升企業流程運作效能之即時通訊平台架構。電子商務研究，第三卷，第三期，307-324。
5. 林宏曄(2012)。智慧型手機新聞類APP之滿意度與購買意願研究－以《蘋果日報》為例。國立政治大學廣播電視學系碩士論文。
6. 林家弘(2000)。我國大學生網路學習滿意度之研究。國立政治大學教育研究所碩士論文。
7. 林俞慧(2012)。科技接受模式為基礎之校務資訊系統使用意向研究－以手機介面使用觀點，國立臺南大學科技管理碩士班碩士論文。
8. 尚修國(2013)。以科技接受模式與創新擴散理論為基礎評估影響行動即時通訊軟體使用意願的關鍵因素。中原大學企業管理學系碩士論文。
9. 阿丹(2004)。即時通訊大未來，網路通訊，154，127-131。
10. 宋曉玫(2011)。以科技接受模式探討中高齡者使用網路即時通訊軟體之意圖與行為。國立臺灣師範大學社會教育學系碩士論文。
11. 洪榮志(2008)。即時通訊軟體使用行為研究。國立中山大學傳播管理研究所碩士論文。
12. 張春興(1992)。現代心理學。台北：東華出版。
13. 莊鎮嘉(2008)。即時通訊軟體採用認知因素與使用者滿意度之關係研究。雲林科技大學資訊管理系碩士班碩士論文。
14. 陳乃瑜(2008)。溝通的藝術與權力－職場MSN兵法三十六計。國立臺灣大學新聞研究所碩士論文。
15. 陳虹曲(2005)。即時通訊沉浸體驗探討──以MSN使用者為例。國立臺北大學企業管理學系碩論文。
16. 陳道發(2012)。社群網站使用動機及前置因素之研究─以Facebook為例。國立東華大學企業管理學系碩士論文。
17. 翁書婷(2010)。人與MSN對話代理人的互動：一個符擔性的觀點。國立政治大學新聞研究所碩士論文。
18. 梁定澎(2012)。資訊管理理論。台北：前程文化。
19. 彭忠駿(2013)。控制感與壓力對手機即時通訊軟體使用者滿意度之影響。東吳大學企業管理學系碩士班碩士論文。
20. 楊素蘭(2004)。環境體驗、體驗價值、顧客滿意度與行為意向之研究，國立台北科技大學商業自動化與管理研究所碩士論文。
21. 賴建勳(2005)。即時通訊軟體對知識分享成效之影響。國立清華大學科技管理研究所碩士論文。
22. 殷敏翔(2005)。即時通訊軟體使用者忠誠度探討。國立彰化師範大學資訊管理學系碩士論文。
23. 謝孟華(2009)。即時通訊軟體使用者態度及行為之探討。國立彰化師範大學資訊管理學系碩士論文。
24. 資策會(2012)，APP應用專題，數位知識閱刊，第26期。
英文部分：
1. Aaker, D. A. (1991). Managing brand equity: Capitalizing on the value of a brandname. NY: The free press.
2. Aaker, D. A. (1996). Building strong brands. Brandweek. 36(37),28-32.
3. Abdullah, M., Al-Nasser, A. D.& Husain, N.(2000) .Evaluating Functional Relationship between Image, Customer Satisfaction and Customer Loyalty Using General Maximum Entropy. Total Quality Management and Business Excellence, 11(4), 53-64.
4. Anderson, E. W. & Sullivan, M. W. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing Science, 12(2), 125-143.
5. Babakus, E., Bienstock, C. C. and Scotter, R. V.(2004). Linking Perceived Quality and Customer Satisfaction to Store Traffic and Revenue Growth, Decision Sciences, 35(4), 713-737.
6. Baldinger, A.L. & Rubinson, J. (1996). Brand Loyalty:The Link Between Attitude and Behavior. Journal of Advertising Research, 36, 22-34.
7. Bhattacherjee, A.(2001). Understanding information systems continuance: An Expectation-Confirmation Model. MIS Quarterly, 25, (3), 321-321.
8. Bhattacherjee, A.(2008). Explaining information technology usage: A test of competing models. Omega, 36, (1), 64-75.
9. Bhote, K. R. (1996). Beyond Customer Satisfaction to Customer Loyalty-The Key to Greater Profitability. American Management Association, New York, 31.
10. Bolton, R.N. & Drew, J. H. (1991). A multistage model of customers’ assessments of service quality and value. Journal of Consumer Research, 17(4),375-378.
11. Boulding, W., Kalra, A., Staelin R., & Zeithaml, V. A. (1993). A Dynanic Process Model of Service Quality : From Expectation to Behavioral Intentions. Journal of Marketing Research, 30, 7-27.
12. Cardozo, R. N., (1965). An experimental study of customer effort, expectation and satisfacton, Journal of Marketing Research, 2, 244-249.
13. Costa, P. T., Jr., & McCrae, R. R. (1988). From catalog to classification: Murray`s needs and the five-factor model of personality, OCEAN. Journal cf Personality and Social Psychology, 55, 258-265.
14. Cram, T (2001). Customers that count. London, UK, Pearson Education.
15. Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavior intentions in service environment. Journal of Retailing, Vol. 76, No. 2, 193-218.
16. Day, R. L., (1977). Extending the concept of consumer satisfaction in advance in consumer research, Association for Consumer Research,: 149-154.
17. Davis, F. D.(1989).Perceived Usefulness, Perceived Ease of Use, and User Accept。MIS Quarterly，13(3)，319-340。
18. Dobni, D., & Zinkhan, G. M. (1990). In Search of Brand Image: A Foundation Analysis. Advances in Consumer Research, 17(1), 110-119.
19. Fishbein and Ajzen.(1975). Belief, Attitude, Intention, and Behavior : An Introduction to Theory and Research. MA : Addison-Wesley.
20. Gale, B. T. (1994). Managing Customer Value. New York, NY: The Free Press.
21. Grinter, R. E. & Palen, L.(2002). Instant Messaging in Teen Life. ACM conference on Computer supported cooperative work.
22. Hellier, P. K., Geursen, G.M., Carr, R. A., & Rickard, J. A.(2003) Customer repurchase intention: A general structural equation model. European Journal of Marketing, 37 (11/12), 1762-1800.
23. Hong, S., Thong, J. Y. L., & Tam, K. Y. (2006). Understanding continued information technology usage behavior: A comparison of three models in the context of mobile internet. Decision Support Systems (42:3), 1819-1834.
24. Jacoby, J., & Chestnut, R. W. (1978). Brand loyalty: Measurement and management.
25. Jang, H. Y., & Noh, M. J.(2011). Customer Acceptance of IPTV Service Quality. International Journal of Information Management,31(6), 582-592.
26. Jones, T. O., & Sasser, W. E., Jr. (1995). Why satisfied customers defect. Harvard Bussiness Review, November-December, 88-99.
27. Katz, D. & Kahn, R. L. (1978). The Social Psychology of Organizations.
28. Keller, K.L. (1993). Conceptualizing, Measuring and Managing Customer-Based Brand Equity. Journal of Marketing, 57, 1-22.
29. Keller, K. L.(2001). Building customer-based brand equity, Marketing Management, 10, 14-19
30. Kotler, P. (2003). Marketing Management. New Jersey: Prentice Hall.
31. Kwak, H., Fox, R. J., & Zinkhan, G. M. (2002). What Products Can Be Successfully Promoted and Sold via the Internet ? Journal of Advertising Research, January and February 2002.
32. Lee, E. J., & Overby, J. W. (2004). Creating value for online shoppers: Implications for satisfaction and loyalty. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 17, 54-67.
33. Liao, C., Chen, J. L., and Yen, D.C.(2007). Theory of planning behavior (TPB) and customer satisfaction in the continued use of e-service: An integrated model. Computers in Human Behavior, 23(6), 2804-2822.
34. Loudon, D. Y. and Delia Bitta, A. J. (1988). Consumer Behavior: Concepts and Applications, 3th. New York: McGraw-Hill Book Company.
35. Lovelock, C. H. (2001). Services Marketing, 4th ed., Prentice Hall International.
36. Lu, Y., Zhou, T., & Wang, B. (2009). Exploring Chinese users` acceptance of instant messaging using the theory of planned behavior, the technology acceptance model, and the flow theory. Computers in Human Behavior, 25(1).
37. Newman, J.W., & Werbel, R.A. (1973). Multivariate Analysis of Brand Loyalty for Major Household Appliances. Journal of Marketing Research, 404-409.
38. Oliver, R.L., Rust, R.T., & Varki, S. (1997). Customer Delight: Foundations, Findings and Managerial Insight. Journal of Retailing, 311-336.
39. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: Implications for future research. Journal of Marketing, 58(1), 111-124.
40. Parasuraman,A., Zeithaml V.A. & Berry L.L.(1996). The Behavioral Consequences of Service Quality , Journal of Marketing, 60, 31-460.
41. Park, Bernard, J. J., & Deborah, J. M. (1986). Strategic brand concept-image management. Journal of Marketing, 50 (4), 135-145.
42. Peplau, L. A., & Perlman, D. (1982). Loneliness. New York: John Wiley.
43. Perlman, D., & Peplau, L. A. (1982). Theoretical Approaches to Loneliness.
44. Petrick, J. F. and Backman, S. J.(2002). An examination of golf trailers’ satisfaction, perceived value, loyalty, and intentions to revisit. Tourism Analysis , 6, 223-237.
45. Prezza, M., Pacilli, M. G., Dinelli S.(2004). Loneliness and new technologies in a group of Roman adolescents. Computers in Human Behavior, Volume 20, Issue 5, 691-709.
46. Putnam, R. D., & Gross, K.(2002). Democracies in Flux: The Evolution of Social Capital in Contemporary Society. Oxford University Press, 3-20.
47. Randall G. (1997). Do Your Own Market Research, 1st Edition.
48. Ravald, A., and Gronroos, C.(1996). The value concept and relationship marketing. European Journal of Marketing, 30(2), 19-30.
49. Reynolds, F.D., Darden, W.R., & Martin, W. (1974). Developing An Image the Store-Loyal Customer. Journal of Retailing, 50, 73-84.
50. Richardson, P. S., Dick, A. S. &; Jain, A. K. (1994). Extrinsic and intrinsic cue effects on perceptions of store brand quality. Journal of Marketing Research, 58 (4), 28-36.
51. Roca, J.C., Chiu, C.-M., and Martinez, F.J.(2006). Understanding e-learning continuance intention: An extension of the Technology Acceptance Model. International Journal of Human-Computer Studies, 64, (8), 683-696.
52. Russel, D., Peplau, L. A., & Ferguson, M. L. (1978). Developing a measure of loneliness. Journal of Personality Assessment, 42(3), 290-294.
53. Russell, D.W. (1982).The measurement of loneliness. In L. A. Peplau & D.Perlman (Eds.), Loneliness: A sourcebook of current theory, research and therapy, 81-104.
54. Sirdeshmukh, D., Singh J. & Sabol B. (2002). Consumer trust, value, and loyalty in relational exchanges. Journal of Marketing, 66, 1, 15-37.
55. Sullivan, H. S. (1953). The interpersonal theory of psychiatry. New York: Norton.
56. Sweeney, J. C., Soutar, G. N. and Johnson, L. W. (1997). Retail service quality and perceived value. Journal of Retailing and Consumer Service, vol. 4, No. 4, 40-48.
57. Sweeney, J. C., and Soutar, G. N.(2001). Consumer perceives value: The development of multiple item scale. Journal of Retailing，77(2)，203-220.
58. 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。
59. Venkatesh, V. & Davis, F. D.(2000). A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies。Management Science，46(2)，186-204。
60. Venkatesh, V. & Davis, F.D. (2003). A theoretical extension of the technology acceptance model: Four longitudinal field studies. Management Science, 46(2), 186-204.
61. Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D.(2003)。User Acceptance of Information Technology : Toward a Unified View。MIS Quarterly，27(3)，425-478。
62. Vincenzi, H., & Grabosky, F. (1987). Measuring the emotional/social aspects of loneliness and isolation. Journal of Social Behavior and Personality, 2(2),257-270.
63. Voss, G. B., Parasuraman, A., & Grewal, D. (1998). The Role of Price, Performance, and Expectations in Determining Satisfaction in Service Exchanges. Journal of Marketing, 62, 46-61.
64. Weiss, R. S.(1989). Reflections on the Present Study of Loneliness Research. In Hojat & Crandall (Eds.), Loneliness : Theory, Research, and Applications, 1-16.
65. Woodruff, R. B., Gardial, S. F. (1996). Know Your Customer: New Approaches to Customer Value and Satisfaction, Blackwell Publishers, Cambridge, MA.
66. Woodruff, R.B. (1997). Customer Value: The Next Source for Competitive Edge. Journal of the Academy of Marketing Science, 25(2), 140-153.
67. Young, J. E. (1982). Loneliness, depression and cognitive therapy: Theory and application. In L. A. Peplau & D. Perlman (Eds.) , Loneliness: A Sourcebook of Current Theory, Research and Therapy. New York: Wiley.
68. Zeithaml, V. A. (1988). Consumer perception of price, quality and value: A means-end model and synthesis of evidence. Journal of Marketing, 52 (July), 2-22.
69. Zeithaml, V.A. and Kirmani, A. (1993). Advertising, Perceived Quality, and Brand Image in Brand Equity & Advertising: Advertising’s Role in Building Strong Brands Aaker, David A. and Alexander L.Biel, ed., Iowa City: Lawrence Erlbaum Associates, Inc., p. 145.
線上資料：
1. Author Gwen(2013)。一起用貼圖改變世界：獨家專訪 LINE Taiwan。上網日期：2013/12/10。取自： http://careher.net/?p=7645。
2. American Consumer Satisfaction Index。上網日期：2013/12/25。取自：http://www.theacsi.org/
3. 鄭逸寧 (2012)，企業App成功的5大關鍵。iThome online。上網日期：2013/12/14。取自：http://www.ithome.com.tw/itadm/article.php?c=73463&s=1
4. 資策會FIND/經濟部技術處「科技化服務價值鏈研究與推動計畫」(2012)。上網日期：2013/12/14。取自：http://www.find.org.tw/find/home.aspx?page=many&id=336。
5. 資策會FIND調查(2013)。2013年台灣關鍵廣告主市場規模微跌1.3%，數位廣告躋身主流，行動廣告漸受矚目。上網日期：2013/12/14。取自：http://www.find.org.tw/find/home.aspx?page=many&id=353。
6. 資策會FIND調查(2013)。2013年台灣民眾行動與無線上網現況。上網日期：2013/12/14。取自：http://www.find.org.tw/find/home.aspx?page=many&id=362。
7. 資策會FIND調查(2013)。民眾ICT應用調查：訊息傳遞與社群網站是重要的溝通模式。上網日期：2013/12/14。取自：http://www.find.org.tw/find/home.aspx?page=many&id=342。
8. 東森新聞電子報(2013)。廣告訊息掰掰！LINE台灣密技擋廣告。上網日期：2013/12/14。取自：http://news.ebc.net.tw/apps/newsList.aspx?id=1386933989&cat=Lifestyle。
9. 創世紀市場研究顧問(2013)。創市際ARO公佈台灣首份智慧型手機使用行為測量報告。上網日期：2013/12/21。取自：
http://www.insightxplorer.com/news/news_03_23_13.html
10. ICQ官方網站：http://www.icq.com/download/webicq/en
11. Yahoo!即時通官方網站：http://tw.messenger.yahoo.com/
12. Skype官方網站：http://skype.pchome.com.tw/download.html
13. AIM官方網站：http://www.aim.com/
14. 自由電子報(2013)。WhatsApp用戶破4億人，穩居第一。上網時間：2013/12/22。取自：http://iservice.libertytimes.com.tw/liveNews/news.php?no=922549&type=%E7%A7%91%E6%8A%80
15. 聯合新聞網(2013)。WhatsApp活躍人數破4億，維持零廣告策略。上網日期：2013/12/22。取自：http://mag.udn.com/mag/digital/storypage.jsp?f_MAIN_ID=323&f_SUB_ID=2952&f_ART_ID=490901
16. 聯合新聞網(2014)。Facebook天價收購WhatsApp 擴展行動黏著。上網日期：2014/04/14。取自：http://mag.udn.com/mag/digital/storypage.jsp?f_ART_ID=500065
17. 今日新聞網(2013)。WeChat全球成長率達1021%。上網日期：2012/12/22。取自：http://www.nownews.com/n/2013/11/25/1030332
18. WhatsApp官方網站。上網時間：2013/12/22。取自：http://www.whatsapp.com/?l=zh_tw
19. On Device Research(2013). Messenger Wars: How Facebook lost its lead.上網日期：2013/12/22。取自：http://ondeviceresearch.com/blog/messenger-wars-how-facebook-lost-its-lead
20. 蘋果日報電子報(2013/7/19)。WhatsApp新用戶，年收30元。上網日期：2014/1/7。取自：http://www.appledaily.com.tw/appledaily/article/headline/20130719/35160656/
21. 數位時代(2014)。WeChat全球月活躍用戶達2.3億人，今年主攻遊戲領域。上網日期：2014/04/14。取自：http://www.bnext.com.tw/article/view/id/30909 |
