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題名:Uncertainty Avoidance as a Moderator to Service Fairness and Customer Satisfaction in Online Banking
書刊名:資訊管理學報
作者:朱宇倩陳鴻基 引用關係
作者(外文):Zhu, Yu-qianChen, Houn-gee
出版日期:2010
卷期:17:專刊
頁次:頁77-95
主題關鍵詞:服務公平性不確定性規避信任顧客價值顧客滿意度Service fairnessUncertainty avoidanceTrustPerceived customer valueSatisfaction
原始連結:連回原系統網址new window
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  • 共同引用共同引用:0
  • 點閱點閱:43
期刊論文
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7.Colquitt, J. A.、Conlon, D. E.、Wesson, M. J.、Porter, C. O. L. H.、Ng, K. L.(2001)。Justice at the millennium: A meta-anaiytic review of 25 years of organizational justice research。Journal of Applied Psychology,86(3),425-445。  new window
8.Sirdeshmukh, Deepak、Singh, Jagdip、Sabol, Barry(2002)。Consumer Trust, Value, and Loyalty in Relational Exchanges。Journal of Marketing,66(1),15-37。  new window
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10.Cronin, J. Joseph Jr.、Brady, Michael K.、Brand, Richard R.、Shemwell, Donald J.、Hightower, Roscoe Jr.(1997)。A Cross-sectional Test of the Effect and Conceptualization of Service Value。Journal of Services Marketing,11(6),375-391。  new window
11.Doney, Patricia M.、Cannon, Joseph P.、Mullen, Michael R.(1998)。Understanding the influence of national culture on the development of trust。Academy of Management Review,23(3),601-620。  new window
12.Srite, M.、Karahanna, E.(2006)。The role of espoused national cultural values in technology acceptance。MIS Quarterly,30(3),679-704。  new window
13.Patterson, P. G.、Spreng, R. A.(1997)。Modeling the Relationship Between Perceived Value, Satisfaction and Repurchase Intentions in Business-to-Business Service Context: An Empirical Examination。International Journal of Service Industry Management,8(5),415-432。  new window
14.Oyserman, Daphna、Coon, Heather M.、Kemmelmeier, Markus(2002)。Rethinking Individualism and Collectivism: Evaluation of Theoretical Assumptions and Meta-analyses。Psychological Bulletin,128(1),3-72。  new window
15.Patterson, P. G.、Cowley, E.、Prasongsukarn, K.(2006)。Service failure recovery: the moderating impact of individual-level cultural value orientation on perceptions of justice。International Journal of Research in Marketing,23(3),263-277。  new window
16.Lind, E. A.、van den Bos, K.(2002)。When fairness works: Toward a general theory of uncertainty management。Research in Organizational Behavior,24,181-223。  new window
17.Alexander, S.、Ruderman, M.(1987)。The Role of Procedural and Distributive Justice in Organizational Behavior。Social Justice Research,1(2),177-198。  new window
18.Sia, C. L.、Lim, K. H.、Leung, K.、Lee, M. K. O.、Huang, W. W.、Benbasat, I.(2009)。Web strategies to promote internet shopping: Is cultural-customization needed?。MIS Quarterly,33(3),491-512。  new window
19.Greenberg, J.(1993)。Stealing in the name of justice: Informational and interpersonal moderators of theft reactions to underpayment inequity。Organizational Behavior and Human Decision Processes,54(1),81-103。  new window
20.Garbarino, Ellen、Johnson, Mark S.(19990400)。The Different Roles of Satisfaction, Trust, and Commitment in Consumer Relationships。Journal of Marketing,63(2),70-87。  new window
21.Adams, J. Stacy(1963)。Toward an Understanding of Inequity。Journal of Abnormal and Social Psychology,67(5),422-436。  new window
22.Fornell, Claes、Johnson, Michael D.、Anderson, Eugene W.、Cha, Jaesung、Bryant, Barbara Everitt(1996)。The American Customer Satisfaction Index: Nature, Purpose, and Findings。Journal of Marketing,60(4),7-18。  new window
23.Woodruff, Robert B.(1997)。Customer value: The next source for competitive advantage。Journal of the Academy of Marketing Science,25(2),139-153。  new window
24.Cohen-Charash, Yochi、Spector, Paul E.(2001)。The role of justice in organizations: A Meta-Analysis。Organizational Behavior and Human Decision Processes,86(2),278-321。  new window
25.Greenberg, Jerald(1990)。Organizational justice: Yesterday, today, and tomorrow。Journal of Management,16(2),399-432。  new window
26.Hennig-Thurau, Thorsten、Klee, Alexander(1997)。The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development。Psychology & Marketing,14(8),737-764。  new window
27.Fornell, Claes、Larcker, David F.(1981)。Evaluating Structural Equation Models with Unobservable Variables and Measurement Error。Journal of Marketing Research,18(1),39-50。  new window
28.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
29.Barclay, Donald W.、Higgins, C. A.、Thompson, Ron(1995)。The Partial Least Squares (PLS) approach to causal modeling: Personal computer adoption and use as an illustration。Technology Studies,2(2),285-309。  new window
30.Andaleeb, S. S.(1996)。An Experimental Investigation of Satisfaction and Commitment in Marketing Channels: The Role of Trust and Dependence?。Journal of Retailing,72(1),77-93。  new window
31.Podsakoff, Philip M.、Organ, Dennis W.(1986)。Self-Reports in Organizational Research: Problems and Prospects。Journal of Management,12(4),531-544。  new window
32.Dodds, William B.、Monroe, Kent B.、Grewal, Dhruv(1991)。Effects of Price, Brand, and Store Information on Buyer's Product Evaluations。Journal of Marketing Research,28(3),307-319。  new window
33.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
34.Bolton, Ruth N.、Lemon, Katherine N.(1999)。A Dynamic Model of Customer's Usage of Services: Usage as an Antecedent and Consequence of Satisfaction。Journal of Marketing Research,36(2),171-186。  new window
35.Harris, Lloyd C.、Goode, Mark M. H.(2004)。The four levels of loyalty and the pivotal role of trust: a study of online service dynamics。Journal of Retailing,80(2),139-158。  new window
36.McAllister, Daniel J.(1995)。Affect and Cognition Based Trust as Foundations for Interpersonal Cooperation in Organization。Academy of Management Journal,38(1),24-59。  new window
37., Oyserman, D., Kemmelmeier, M.、Coon, H.(2002)。Cultural psychology, a new look,。Psychological Bulletin,,128,110-117.。  new window
38., Selnes, F.(1998)。Antecedents and consequence of trust and satisfaction in buyer-seller relationships。European Journal of Marketing,,32,,305-322.。  new window
39., Tanaka, J(1999)。The never-ending search for the lowest price,。Newsweek,,(133:23),,86。  new window
40., van Birgelen M., K. de Ruyter, A. de Jong, and M. Wetzels(2002)。Customer Evaluations of After-Sales Service Contact Modes: An Empirical Analysis of National Culture's Consequences。International Journal of Research in Marketing,19 (1),,pp.43-64。  new window
41.Verhoef, P. C., Francis, P. H.,、Hoekstra, J. C.(2002)。The effect of relational constructs on customer referrals and number of services purchased from multiservice provider: Does age of relationship matter?。Academy of Marketing Science,30:3,202-216。  new window
42.,Beugre, C.D., and Baron, R.A.“(2001)。Perceptions of systemic justice: The effects of distributive, procedural, and interactional justice。Journal of Applied Social Psychology,,31,,324–339.。  new window
43., Carr, C. L(2007)。The FAIRSERV model: Consumer reactions to services based on a multidimensional evaluation of service fairness.。Decision Sciences,38,107- 130。  new window
44.:Conner, D.S.“(2003)。Socially Appraising Justice: A Cross-Cultural Perspective。Social Justice Research,16,29–39。  new window
45.,Efendioglu, A. M. and Yip V. F.(2004)。Chinese culture and e-commerce: an exploratory study。Interacting with computers,16,45-62。  new window
46.,Gefen, D., and Heart, T.,(2006)。On the Need to Include National Culture as a Central Issue in ECommerce Trust Beliefs,。Journal of Global Information Systems,(14:4),,1-30.。  new window
47., Leung, K.、Bond, M. H.(1989)。On the empirical identification of dimensions for cross-cultural comparisons。Journal of Cross-Cultural Psychology,,20,pp.133-151。  new window
48.Lim, K. H., Leung, K., Ling Sia, C., and Lee, M.“(2004)。Is eCommerce boundary-less? Effects of individualism–collectivism and uncertainty avoidance on Internet Shopping。Journal of International Business Studies,,35,545–559。  new window
49., McCune, J. C(1999)。Boon or burden。Management Review,53–57。  new window
會議論文
1.Zhu, Y.Q., and Chen,H.G(2009)。Service Fairness and Customer Satisfaction in Internet Bank: From a Trust and Perceived Customer Value Perspective403 -。  new window
圖書
1.Hofstede, Geert H.(1980)。Culture's consequences: International differences in work-related values。Beverly Hills, California:Sage。  new window
2.Adler, N. J.(1997)。International Dimensions of Organizational Behavior。Concinnati:South-western College Publishing。  new window
3.Lind, E. A.、Tyler, T. R.(1988)。The Social Psychology of Procedural Justice。Plenum Press。  new window
4.Hofstede, Geert H.(2001)。Culture's Consequences: Comparing Values, Behaviors, Institutions and Organisations Across Nations。Thousand Oaks:Sage Publications。  new window
5.Beugre, C. D.(1998)。Managing fairness in organizations.。Westport, CT:。  new window
6.Earley, P.C., and Mosakowski, E.(1995)。A framework for understanding experimental research in an international and intercultural context。Handbook of international management research。London。  new window
7.Greenberg, J.(1996)。The quest for justice: Essays and experiments。Thousand Oaks, CA。  new window
8.Monroe, K. B.(199)。Pricing – Marketing profitable decision。New York。  new window
圖書論文
1.Anderson, Eugene W.、Fornell, C. A.(1994)。A customer satisfaction research prospectus。Service Quality: New Directions in Theory and Practice。Thousand Oaks, California:Sage。  new window
 
 
 
 
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