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題名：全通路零售的退貨政策與退貨服務品質對忠誠度之影響
書刊名：商略學報
作者：黃子恬／莊懿妃／黃新福
作者(外文)：Huang, Tzu-tien／Chuang, Yi-fei／Huang, Hsin-fu
出版日期：2021
卷期：13:2
頁次：頁103-116
主題關鍵詞：全通路零售；退貨政策；退貨服務品質；期望確認；Omni-channel retail；Return policy；Return service quality；Expectation confirmation
原始連結：連回原系統網址new window
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  • 排除自我引用排除自我引用:0
  • 共同引用共同引用:20
  • 點閱點閱:8
期刊論文
1.Yalabik, B.、Petruzzi, N. C.、Chhajed, D.(2005)。An integrated product returns model with logistics and marketing coordination。European Journal of Operational Research，161(1)，162-182。  new window
2.Verhoef, P. C.、Kannan, P. K.、Inman, J. J.(2015)。From multi-channel retailing to omni-channel retailing: introduction to the special issue on multi-channel retailing。Journal of Retailing，91(2)，174-181。  new window
3.Griffis, S. E.、Rao, S.、Goldsby, T. J.、Niranjan, T. T.(2012)。The Customer Consequences of Returns in Online Retailing: An Empirical Analysis。Journal of Operations Management，30(4)，282-294。  new window
4.Ayanso, A.、Herath, T. C.、O'Brien, N.(2015)。Understanding continuance intentions of physicians with electronic medical records(EMR), An expectancy-confirmation perspective。Decision Support Systems，77(9)，112-122。  new window
5.Larke, Roy、Kilgour, Mark、O'Connor, Huw(2018)。Build touchpoints and they will come: transitioning to omnichannel retailing。International Journal of Physical Distribution & Logistics Management，48(4)，465-483。  new window
6.Mouakket, S.(2015)。Factors influencing continuance intention to use social network sites: The Facebook case。Computers in Human Behavior，53，102-110。  new window
7.Rigby, D. K.(2011)。The future of shopping。Harvard Business Review，89(12)，65-76。  new window
8.Brynjolfsson, E.、Hu, Y. J.、Rahman, M. S.(2013)。Competing in the age of omnichannel retailing。MIT Sloan Management Review，54(4)，23-29。  new window
9.Ahsan, K.、Rahman, S.(2016)。An Investigation into Critical Service Determinants of Customer to Business (C2B) Type Product Returns in Retail Firms。International Journal of Physical Distribution and Logistics Management，46(6/7)，606-633。  new window
10.Akbar, S.、Som, A. P. M.(2011)。Determinants of customers' loyalty for hospitality industry。Information Management and Business Review，2(1)，19-25。  new window
11.Au, A. K. M.、Tse, A. C. B.(2019)。Expectancy Disconfirmation: Effects of Deviation from Expected Delay Duration on Service Evaluation in the Airline Industry。Asia Pacific Journal of Marketing and Logistics，31(1)，291-300。  new window
12.Bernon, M.、Cullen, J.、Gorst, J.(2016)。Online retail returns management: Integration within an Omni-Channel Distribution Context。International Journal of Physical Distribution & Logistics Management，46(6/7)，584-605。  new window
13.Galipoglu, Erdem、Kotzab, Herbert、Teller, Christoph、Hüseyinoglu, Isik Özge Yumurtaci、Pöppelbuß, Jens(2017)。Omni-Channel Retailing Research - State of the Art and Intellectual Foundation。International Journal of Physical Distribution and Logistics Management，48(4)，365-390。  new window
14.Hjort, K.、Hellström, D.、Karlsson, S.、Oghazi, P.(2019)。Typology of Practices for Managing Consumer Returns in Internet Retailing。International Journal of Physical Distribution & Logistics Management，49(7)，767-790。  new window
15.Mollenkopf, D. A.、Frankel, R.、Russo, I.(2011)。Creating Value through Returns Management: Exploring the Marketing-Operations Interface。Journal of Operations Management，29(5)，391-403。  new window
16.Payne, Elizabeth Manser、Peltier, James W.、Barger, Victor A.(2017)。Omni-Channel Marketing, Integrated Marketing Communications and Consumer Engagement: A Research Agenda。Journal of Research in Interactive Marketing，11(2)，185-197。  new window
17.Pei, Z.、Paswan, A.、Yan, R.(2014)。E-tailer's Return Policy, Consumer's Perception of Return Policy Fairness and Purchase Intention。Journal of Retailing and Consumer Services，21(3)，249-257。  new window
18.Rogers, D. S.、Lambert, D. M.、Croxton, K. L.、García-Dastugue, S. J.(2002)。The Returns Management Process。International Journal of Logistics Management，13(2)，1-18。  new window
19.Xu, X.、Jackson, J. E.(2019)。Investigating the Influential Factors of Return Channel Loyalty in Omni-Channel Retailing。International Journal of Production Economics，216，118-132。  new window
20.Baker, Dwayne A.、Crompton, John L.(2000)。Quality, satisfaction and behavioral intentions。Annals of Tourism Research，27(3)，785-804。  new window
21.Jiang, James J.、Klein, Gary A.、Crampton, S. M.(2000)。A Note on SERVQUAL Reliability and Validity in Information System Service Quality Measurement。Decision Sciences，31(3)，725-744。  new window
22.Wood, S. L.(2001)。Remote purchase environments: The influence of return policy leniency on two- stage decision processes。Journal of Marketing Research，38(2)，157-169。  new window
23.任維廉、胡凱傑(20010600)。大眾運輸服務品質量表之發展與評估--以臺北市公車系統為例。運輸計劃，30(2)，371-407。new window  延伸查詢new window
24.Hellier, Phillip K.、Geursen, Gus M.、Carr, Rodney A.、Rickard, John A.(2003)。Customer repurchase intention: A general structural equation model。European Journal of Marketing，37(11/12)，1762-1800。  new window
25.Bowen, John T.、Chen, Shiang‐Lih(2001)。The Relationship between Customer Loyalty and Customer Satisfaction。International Journal of Contemporary Hospitality Management，13(5)，213-217。  new window
26.Bhattacherjee, Anol(2001)。Understanding Information Systems Continuance: An Expectation-Confirmation Model。MIS Quarterly，25(3)，351-370。  new window
27.Oliver, Richard L.(1980)。A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions。Journal of Marketing Research，17(4)，460-469。  new window
28.Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science，12(2)，125-143。  new window
29.Anderson, Eugene W.、Fornell, Claes、Lehmann, Donald R.(1994)。Customer satisfaction, market share, and profitability: Findings from Sweden。Journal of Marketing，58(3)，53-66。  new window
學位論文
1.沈宏明(2016)。電商全通路-全球商業趨勢之探索性研究(碩士論文)。國立東華大學。  延伸查詢new window
圖書
1.Barnes, J. G.(2006)。Building your customer strategy: A guide to creating profitable customer relationships。New Jersey：John Wiley & Sons。  new window
2.Hair, J. F. Jr.、William, C. B.、Barry, J. B.、Anderson, R. E.、Tatham, R. L.(2006)。Multivariate Date Analysis。Prentice Hall。  new window
3.Zeithaml, Valarie A.、Parasuraman, Parsu A.、Berry, Leonard L.(1990)。Delivering quality service: Balancing customer perceptions and expectations。New York, NY：Free Press。  new window
4.JDA and Centiro(2015)。Customer Pulse Report 2015: Voice of the Online Customer。JDA。  new window
5.Oliver, Richard L.(1997)。Satisfaction: A behavioral perspective on the consumer。Irwin/McGraw-Hill。  new window
單篇論文
1.Sajjanit, C.(2015)。The Development Of A Measure Of Customer-Oriented Product Returns Service Performance。  new window
其他
1.陳賢澔(2017)。零售、全通路、O2O--為何觀念大家都有，卻少有品牌做得到位，https://www.91app.com/blog/new-retail-concept/。  延伸查詢new window
2.陳薪智(2015)。10大電商行銷新趨勢，掌握2015！，https://www. smartm.com.tw/Article/353034cea3。  延伸查詢new window
圖書論文
1.Chin, Wynne W.(1998)。The partial least squares approach to structural equation modeling。Modern methods for business research。Lawrence Erlbaum Associates Publishers。  new window
 
 
 
 
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