| 期刊論文1. | Maxham, J. G. III(2001)。Service recovery's influence on consumer satisfaction, positive word-of-mouth and purchase intentions。Journal of Business Research,54(1),11-24。 | 2. | 張慧(2011)。淺析電子商務中的B2M模式。商情,46,88。 延伸查詢 | 3. | Binter, M. J.、Booms, B. H.、Mohr, L. A.(1994)。Critical Service Encounters: The Employees Viewpoint。Journal of Marketing,58(4),95-106。 | 4. | Etzal, M. J. A.、Silverman, B. I.(1981)。A Managerial Perspective on Directions for Retail Consumer Dissatisfaction Research。Journal of Retailing,57,124-136。 | 5. | Grönroos, C.(1988)。Service Quality: The Six Criteria Of Good Perceived Service。Review of Business,9(4),10-13。 | 6. | Kelley, S. W.、Hoffman, R. D.、Davis, M. A.(1993)。A Typology of Re tail Failures and Recoveries。Journal of Retailing,9(4),429-454。 | 7. | Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing,59(2),71-82。 | 8. | Regan, William J.(1963)。The Service Revolution。Journal of Marketing,27(3),57-62。 | 9. | Hoffman, Donna L.、Novak, Thomas P.(1996)。Marketing in Hypermedia Computer-Mediated Environments: Conceptual Foundations。Journal of Marketing,60(3),50-68。 | 10. | Heskett, James L.、Sasser, W. Earl Jr.、Hart, Christopher W.(1990)。The Profitable Art of Service Recovery。Harvard business review,68(4),148-156。 | 11. | Smith, Amy K.、Bolton, Ruth N.、Wagner, Janet(1999)。A Model of Customer Satisfaction With Service Encounters Involving Failure and Recovery。Journal of Marketing Research,36(3),356-372。 | 12. | Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing,54(2),69-82。 | 學位論文1. | 黃雅琪(2017)。電子商務對證券業財富管理之影響(碩士論文)。國立中山大學。 延伸查詢 | 2. | 黃鳳金(2011)。網路書店服務失誤與服務補救措施對消費者滿意度之影響(碩士論文)。南華大學。 延伸查詢 | 3. | Davis, F. D.(1986)。A Technology Acceptane Model for Empirically Testing New End-User Information System: Theory and Results(博士論文)。MIT Sloan School of Managemen,Cambridge, MA。 | 圖書1. | Laudon, K. C.、Traver, C. G.(2002)。E-Commerce: Business, Technology, Society。Boston:Addison Wesley。 | 2. | 盧希鵬(2005)。電子商務:產業架構、經營模式與電子化策略。雙葉書廊。 延伸查詢 | 3. | Rayport, J. F.、Jaworski, B. J.(2001)。E-Commerce。New York:McGraw-Hill。 | 4. | 朱海成(2016)。電子商務概論與前瞻。碁峰。 延伸查詢 | 5. | 孫萬軍(2004)。電子政務。北京:高等教育出版社。 延伸查詢 | 6. | Turban, E.、King, David、Lang, Judy(2012)。Introduction to Electronic Commerce。Pearson Education Ltd。 | 其他1. | (2017)。AI、智慧聯網、大數據分析等應用商機在哪裡?資策會FIND與GE、Appier等專家暢談智慧生活新面貌,http://www.cna.com.tw/postwrite/detail/217345.aspx#.WvlhMYiFPIU。 延伸查詢 | 2. | 林志隆(2017)。17年的拍賣平台競爭消長史:蝦皮、露天、Y拍,http://tesa.today/article/1548。 延伸查詢 | 3. | (2009)。活化員工生產力的B2E,https://www.bnext.com.tw/article/7468/BN-ARTICLE-7468。 | |