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題名:網站服務品質、商店形象、信任、知覺風險對顧客忠誠影響之研究--以電子商店為例
書刊名:電子商務研究
作者:閻瑞彥 引用關係周嘉俊
作者(外文):Yen, Jui-yenChou, Chia-chun
出版日期:2008
卷期:6:4
頁次:頁461-486
主題關鍵詞:服務品質商店形象信任知覺風險顧客忠誠度Service qualityStore imageTrustPerceived riskCustomer loyalty
原始連結:連回原系統網址new window
相關次數:
  • 被引用次數被引用次數:期刊(7) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:7
  • 共同引用共同引用:0
  • 點閱點閱:56
期刊論文
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2.Van der Heijden, H.、Verhagen, T.(2004)。Online Store Image: Conceptual Foundations and Empirical Measurement。Information and Management,41(5),609-617。  new window
3.Flavián, C.、Guínalíu, M.、Torres, E.(2005)。The influence of corporate image on consumer trust: A comparative analysis in traditional versus internet banking。Internet Research,15(4),447-470。  new window
4.Zeithaml, V. A.、Parasuraman, A.、Malhotra, A.(2005)。E-S-QUAL: A multiple-item scale for assessing elevtronic service quality。Journal of Service Research,7(3),213-233。  new window
5.Wang, Wen-Hung、Liang, Chiung-Ju、Wu, Yung-De(2006)。Relationship Bonding Tactics, Relationship Quality and Customer Behavioral Loyalty Behavioral Sequence in Taiwan's Information Service Industry。Journal of Services Research,6(1),31-57。  new window
6.Hart, A. E.、Philip, J. R.(2004)。The Effect of Corporate Image in the Formation of Customer Loyalty。Australasian Marketing Journal,12(3),88-96。  new window
7.Anna, S.、Mattila, A. S.(2001)。The impact of relationship type on customer loyalty in a context of service failure。Journal of Service Research,4(2),91-101。  new window
8.Chen, C.、O'Brien, M.(2006)。A Test of the Effect of Consumer Trust and Transaction Costs on E-Loyalty。American Marketing Association,17,61-78。  new window
9.Gronroos, C.、Heinonen, F.、Isoniemi, K.、Lindholm, M.(2000)。The netoffer model: A case example for the virtual marketspace。Management Decision,38(4),243-252。  new window
10.Pit, L. F.、Watson, R. T.(1996)。A Whole New Retail World。Chain Store Age Executive,73(7),137。  new window
11.Rousseau, D. M.、Sitkin, S. B.、Burt, R. S.、Camerer, C.(1998)。Academy of Management。The Academy of Management Review,23(3),393-402。  new window
12.Toh, R. S.、Hu, M. Y.、Withiam, H.(1993)。Service: The key to frequent guest programs。Cornell Hotel and Restaurant Administration Quarterly,34(3),66-72。  new window
13.Loiacono, E. T.、Watson, R. T.、Goodhue, Dale L.(2002)。WebQual: A measure of website quality。Marketing Theory and Applications,13(3),432-438。  new window
14.Zhang, X.、Prybutok, V. R.(2005)。A consumer perspective of e-service quality。Journal of Marketing,52(4),461-477。  new window
15.Roselius, T.(1971)。Consumer ranking of risk reduction methods。Journal of Marketing,35(1),56-61。  new window
16.Thompson, S. H. T.、Yeong, Y. D.(2003)。Assessing the Consumer Decision Process in the Digital Marketplace。The International Journal of Management Science,31(5),349-363。  new window
17.Kang, G.、James, J.(2004)。Service quality dimensions: an examination of Gronroos's service quality model。Managing Service Quality,14(4),277-295。  new window
18.LeBlanc, G.、Nguyen, N.(1996)。Cues used by customers evaluating corporate image in service firms: an empirical study in financial institutions。International Journal of Service Industry Management,7(2),44-56。  new window
19.Alba, J.、Weitz, B.、Janiszewski, C.、Sawyer, A.、Wood, S.、Lutz, R.、Lynch, John(1997)。Interactive Home Shopping: Consumer, Retailer, and Manufacture Incentives to Participate in Electronic Marketplace。Journal of Marketing,61(3),38-53。  new window
20.Hoover, R. J.、Green, R. T.、Saegert, J.(1978)。A Cross-national Study of Perceived Risk。Journal of Marketing,42(3),102-108。  new window
21.Peter, J. P.、Tarpey, L.(1975)。A comparative analysis of three consumer strategies。Journal of Consumer Research,2(1),29-37。  new window
22.Moorman, C.、Deshpande, R.、Zaltman, G.(1993)。Factors effecting trust in market research relationships。Journal of Marketing,57(1),81-101。  new window
23.Aydin, S.、Özer, G.(2005)。The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market。European Journal of Marketing,39(7/8),910-925。  new window
24.Pires, Guilherme、Stanton, John、Eckford, Andrew(2004)。Influences on the Perceived Risk of Purchasing Online。Journal of Consumer Behaviour,4(2),118-131。  new window
25.Bansal, Harvir S.、Voyer, Peter A.(20001100)。Word-of-Mouth Processes within a Service Purchase Decision Context。Journal of Service Research,3(2),166-177。  new window
26.Pritchard, M. P.、Howard, D. R.(1997)。The Loyal Traveler: Examining a Typology of Service Patronage。Journal of Travel Research,35(4),2-11。  new window
27.Gounaris, Spiros P.、Venetis, K.(2002)。Trust in industrial service relationships: behavioral consequences, antecedents and the moderating effect of the duration of the relationship。Journal of Services Marketing,16(7),636-655。  new window
28.Stone, Robert N.、Gronhang, Kjell(1993)。Perceived Risk: Futher Consideration for the Marketing Discipline。European Journal of Marketing,27(3),39-50。  new window
29.Corbitt, Brian J.、Thanasankit, Theerasak、Yi, Han(2003)。Trust and E-commerce: A Study of Consumer Perceptions。Electronic Commerce Research and Applications,2(3),203-215。  new window
30.Clow, K. E.、Baack, Donald、Fogliasso, Chris(1998)。Reducing perceived risk through advertising service quality cues。Journal of Professional Services Marketing,16(2),151-162。  new window
31.Nguyen, N. O.、LeBlanc, G.、Garvin, D. A.(2001)。Corporate Image and Corporate Reputation in Customer's Retention Decision in Services。Journal of Retailing and Consumer Services,8(4),227-236。  new window
32.Reichheld, Frederick F.(1996)。Learning from Customer Defections。Harvard Business Review,74(2),56-70。  new window
33.Wong, A.、Sohal, A.(2003)。Service quality and customer loyalty perspectives on two level of retail relationship。Journal of Services Marketing,17(5),495-513。  new window
34.Dowling, Grahame R.(1986)。Perceived Risk: The Concept and Its Measurement。Psychology and Marketing,3(3),193-210。  new window
35.Chiou, Jyh-Shen、Droge, Cornelia、Hanvanich, Sangphet(2002)。Does Customer Knowledge Affect How Loyalty is Formed?。Journal of Service Research,5(2),113-124。  new window
36.Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review,68(5),105-111。  new window
37.Bloemer, J.、De Ruyter, K.(1998)。On the relationship between store image, store satisfaction and store loyalty。European Journal of Marketing,32(5/6),499-513。  new window
38.Sweeney, Julian C.、Soutar, Geoffrey N.、Johnson, Lester W.(1999)。The Role of Perceived Risk in the Quality-value Relationship: A Study in a Retail Environment。Journal of Retailing,75(1),77-105。  new window
39.Sheth, Jagdish N.、Parvatiyar, Atul(1995)。Relationship Marketing in Consumer Markets: Antecedents and Consequences。Journal of the Academy of Marketing Science,23(4),255-271。  new window
40.Grewal, D. R.、Krishnan, R.、Baker, J.、Borin, N.(1998)。The effect of store name, brand, name and price discounts on customers' evaluations and purchase intentions。Journal of Retailing,74(3),331-352。  new window
41.Lindquist, J. D.(1974)。Meaning of Image: A Survey of Empirical and Hypothetical Evidence。Journal of Retailing,50(4),29-38。  new window
42.Hansen, R. A.、Deutscher, T.(1977)。An Empirical Investigation of Attribute Importance in Retail Store Selection。Journal of Retailing,53(4),59-73。  new window
43.Chang, C. H.、Tu, C. Y.(2005)。Exploring store image, customer satisfaction and customer loyalty relationship: Evidence from Taiwanese hypermarket industry。Journal of American Academy of Business,7(2),197-202。  new window
44.Baker, D. A.、Crompton, J. L.(2000)。Quality, satisfaction and behavioral intention。Analysis of Tourism Research,27(3),785-804。  new window
45.Tan, S. Jiuan(1999)。Strategies for Reducing Consumers' Risk Aversion in Internet Shopping。Journal of Consumer Marketing,16(2),163-180。  new window
46.Floh, A.、Treiblmaier, H.(2006)。What keeps the e-banking customer loyal? Amultigroup analysis of the moderating role of consumer characteristics on e-loyalty in the financial service industry。Journal of Electronic Commerce Research,7(2),97-109。  new window
47.Reichheld, Frederick F.、Schefter, Phil(2000)。E-loyalty: Your secret weapon on the web。Harvard Business Review,78(4),105-113。  new window
48.Smith, Ellen Reid(2001)。Seven Steps to Building E-Loyalty。Medical Marketing and Media,36(3),94-102。  new window
49.Zins, Andreas H.(2001)。Relative attitudes and commitment in customer loyalty models: Some experiences in the commercial airline industry。International Journal of Service Industry Management,12(3),269-294。  new window
50.Doney, Patricia M.、Cannon, Joseph P.(1997)。An Examination of the nature of trust in buyer-seller relationships。Journal of Marketing,61(2),35-51。  new window
51.Murray, Keith B.、Schlacter, John L.(1990)。The Impact of Services Versus Goods on Consumers: Assessment of Perceived risk and Variability。Journal of the Academy of Marketing Science,18(1),51-65。  new window
52.Dichter, Ernest(1985)。What's in an Image?。Journal of Consumer Marketing,2(1),75-81。  new window
53.Singh, Jagdip、Sirdeshmukh, Deepak(2000)。Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments。Journal of the Academy of Marketing Science,28(1),150-167。  new window
54.Ribbink, Dina、van Riel, Allard C. R.、Liljander, Veronica、Streukens, Sandra(2004)。Comfort Your Online Customer: Quality, Trust and Loyalty on the Internet。Managing Service Quality: An International Journal,14(6),446-456。  new window
55.Bloemer, Josée、Odekerken-Schröder, Gaby(2002)。Store satisfaction and store loyalty explained by customer and store-related factors。Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior,15(1),68-80。  new window
56.Gürhan-Canli, Z.、Batra, R.(2004)。When corporate image affects product evaluations: the moderating role of perceived risk。Journal of Marketing Research,41(2),197-205。  new window
57.Lee, Jonathan、Lee, Janghyuk、Feick, Lawrence(2001)。The Impact of Switching Costs on the Customer Satisfaction-Loyalty Link: Mobile Phone Service in France。Journal of Service Marketing,15(1),35-48。  new window
58.Sirgy, M. Joseph、Samli, A. Coskun(1985)。A Path Analytic Model of Store Loyalty Involving Self-Concept, Store Image, Geographic Loyalty, and Socioeconomic Status。Journal of the Academy of Marketing Science,13(3),265-291。  new window
59.Parasuraman, A. P.、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implication for Future Research。Journal of Marketing,49(4),41-50。  new window
60.Baumann, Chris、Burton, Suzan、Elliott, Greg(2005)。Determinants of Customer Loyalty and Share of Wallet in Retail Banking。Journal of Financial Services Marketing,9(3),231-248。  new window
61.Forsythe, Sandra M.、Shi, Bo(2003)。Consumer patronage and risk perceptions in Internet shopping。Journal of Business Research,56(11),867-875。  new window
62.McKnight, D. Harrison、Choudhury, Vivek、Kacmar, Charles(2002)。Developing and Validating Trust Measures for E-Commerce: An Integrative Typology。Information Systems Research,13(3),334-359。  new window
63.Wong, A.(2004)。The Role of Emotional Satisfaction in Service Encounters。Managing Service Quality: An International Journal,14(5),365-376。  new window
64.Zeithaml, Valarie A.、Parasuraman, Ananthanarayanan、Malhotra, Arvind(2002)。Service quality delivery through Web sites: A critical review of extant knowledge。Journal of the Academy of Marketing Science,30(4),362-375。  new window
65.Parasuraman, Ananthanarayanan Parsu、Grewal, Dhruv(2000)。The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda。Journal of the Academy of Marketing Science,28(1),168-174。  new window
66.Schoorman, F. David、Mayer, Roger C.、Davis, James H.(2007)。An Integrative Model of Organizational Trust: Past, Present, and Future。Academy of Management Review,32(2),344-354。  new window
67.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing,64(1),12-40。  new window
68.Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect?。Harvard Business Review,73(6),88-99。  new window
69.Chaudhuri, Arjun、Holbrook, Morris B.(2001)。The chain of effects From brand trust and brand affect to brand performance: The role of brand loyalty。Journal of Marketing,65(2),81-93。  new window
會議論文
1.Lee, J.、Kim, J.、Moon, J. Y.(2000)。What Makes Internet Users Visit Cyber Stores Again? Key Factor for Customer Loyalty。CHI2000 Conference on Human Factors in Computing Systems,305-312。  new window
2.Gefen, D.、Rao, V. S.、Tractinsky, N.(2003)。The Conceptualization of Trust, Risk and Their Relationship in Electronic Commerce: The Need for Clarifications,。The 36th Hawaii International Conference on System Sciences。Hawaii。  new window
3.Jacoby, Jacob、Kaplan, Leon B.(1972)。The Components of Perceived Risk。Third Annual Conference of the Association for Consumer Research,(會議日期: Nov. 2-5, 1972)。Association for Consumer Research。382-393。  new window
學位論文
1.邱奕勳(2006)。服務業顧客知覺風險與信任之前因與結果之研究--牙醫業之例(碩士論文)。國立東華大學。  延伸查詢new window
2.陳瓊玉(2006)。網路商店形象與知覺風險對網路購買意願之影響(碩士論文)。輔仁大學。  延伸查詢new window
3.戴麗紅(2006)。運用結構方程模式探討品牌權益、服務品質、關係品質、知覺風險與顧客忠誠度之關係--以台灣證券業為例(碩士論文)。國立東華大學。  延伸查詢new window
4.鄭凱若(2006)。運用結構方程模式探討產品品質、服務品質、顧客滿意度、商店形象與顧客忠誠度之關係--以咖啡連鎖店為例(碩士論文)。國立東華大學。  延伸查詢new window
5.洪慈鎂(2003)。顧客與金融產業之企業形象、關係行銷,對信任度、滿意度與後續使用意願的影響(碩士論文)。東吳大學。  延伸查詢new window
6.陳建宏(2004)。探討信任與知覺風險為中介變項之消費者購物意願結構模式研究--虛擬通路型態與產品類別之比較分析(碩士論文)。南台科技大學。  延伸查詢new window
7.李明樺(2006)。服務品質、價格認知、企業形象、顧客滿意與顧客忠誠關係之研究-以香料業為例(碩士論文)。東吳大學。  延伸查詢new window
圖書
1.Engel, J. F.、Blackwell, R. D.、Miniard, P. W.(1995)。Consumer behavior。The Dryden。  new window
其他
1.劉毓民,廖玉萍。電子商務法制及基礎環境建構計畫,http://www.ec.org.tw/Htmlupload/7-11.pdf。  延伸查詢new window
圖書論文
1.Cox, D. F.(1967)。Risk-Taking and Information-Handle in Consumer Behavior。Risk Handling in Consumer Behavior-an Intensive Study of Two Cases。Boston:Harvard University Press。  new window
 
 
 
 
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