|
施麗婷、黃明新 (2017),「如何讓線上顧客更忠誠?顧客感恩的中介效果」,管理學報,第三十四卷,第四期,頁607-31。 Anderson, James C. and David W. Gerbing (1988), "Structural equation modeling in practice: A review and recommended two-step approach," Psychological Bulletin, 103 (3), 411-423. Auh, Seigyoung, Simon J. Bell, Colin S. McLeod, and Eric Shih (2007), "Co-production and customer loyalty in financial services," Journal of Retailing, 83 (3), 359-370. Bakos, J. Yannis (1997), "Reducing buyer search costs: Implications for electronic marketplaces," Management Science, 43 (12), 1676-1692. Bansal, Harvir S., P. Gregory Irving, and Shirley F. Taylor (2004), "A three-component model of customer to service providers," Journal of the Academy of Marketing Science, 32 (3), 234-250 Barnes, James G. (1994), "The issue of establishing relationships with customers in service companies: When are relationships feasible and what form should they take," in in Third Annual “Frontiers in Services” Conference, Owen Graduate School of Management, Vanderbilt University, Nashville, Tennessee, October. Bart, Yakov, Venkatesh Shankar, Fareena Sultan, and Glen L. Urban (2005), "Are the drivers and role of online trust the same for all web sites and consumers? A large-scale exploratory empirical study," Journal of Marketing, 69 (4), 133-152. Bartlett, Monica Y. and David DeSteno (2006), "Gratitude and prosocial behavior: Helping when it costs you," Psychological science, 17 (4), 319-325. Belanger, France, Janine S. Hiller, and Wanda J. Smith (2002), "Trustworthiness in electronic commerce: The role of privacy, security, and site attributes," Journal of Strategic Information Systems, 11 (3), 245-270. Bendapudi, Neeli and Leonard L. Berry (1997), "Customers'' motivations for maintaining relationships with service providers," Journal of Retailing, 73 (1), 15-37. Berry, Leonard L. (1995), "Relationship marketing of services?Rowing interest, emerging perspectives," Journal of the Academy of Marketing Science, 23 (4), 236-245. Blau, Peter (1964), Exchange and power in social life. New York: John Wiley & Sons. Bollen, Kenneth A. and Patrick J. Curran (2006), Latent curve models: A structural equation perspective: John Wiley & Sons. Bolton, Ruth N. (1998), "A dynamic model of the duration of the customer''s relationship with a continuous service provider: The role of satisfaction," Marketing Science, 17 (1), 45-65. Bridger, Emma K. and Alex Wood (2017), "Gratitude mediates consumer responses to marketing communications," European Journal of Marketing, 51 (1), 44-64. Chan, David (1998), "The conceptualization and analysis of change over time: An integrative approach incorporating longitudinal mean and covariance structures analysis (LMACS) and multiple indicator latent growth modeling (MLGM)," Organizational Research Methods, 1 (4), 421-483. Chaudhuri, A., and Holbrook, M. 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. Dick, A. S., and Basu, K. (1994), "Customer loyalty: Toward an integrated conceptual framework, " Journal of the Academy of Marketing Science, 22(2), 99-113. Doney, Patricia M. and Joseph P. Cannon (1997), "An examnation of the nature of trust in Bbuyer-seller relationships," Journal of Marketing, 61 (2), 35-51. Dwyer, F. Robert, Paul H. Schurr, and Sejo Oh (1987), "Developing buyer-seller relationships," Journal of Marketing, 51 (2), 11-27. Emmons, Robert A. and Michael E. McCullough (2004), The psychology of gratitude: Oxford University Press. Fazal e Hasan, Syed, Ian Lings, Larry Neale, and Gary Mortimer (2017), "How gratitude influences customer word-of-mouth intentions and involvement: The mediating role of affective commitment," Journal of Marketing Theory and Practice, 25 (2), 200-211. Fogg, B.J., Jonathan Marshall, Tami Kameda, Joshua Solomon, Akshay Rangnekar, John Boyd, and Bonny Brown (2001), "Web credibility research: A mthod for online experiments and early study results," in CHI''01 extended abstracts on Human factors in computing systems: ACM. Fornell, Claes and David F. Larcker (1981), "Evaluating structural equation models with unobservable variables and measurement error," Journal of Marketing Research, 18 (3), 39-50. Ganesan, Shankar (1994), "Determinants of long-term orientation in buyer-seller relationships," Journal of Marketing, 58 (2), 1-19. Gouldner, Alvin W. (1960), "The norm of reciprocity: A preliminary statement," American Sociological Review, 25 (2), 161-178. Greene, William H. (2000), "Econometric analysis 4th edition," International edition, New Jersey: Prentice Hall, 201-15. Gutek, Barbara A., Anita D. Bhappu, Matthew A. Liao-Troth, and Bennett Cherry (1999), "Distinguishing between service relationships and encounters," Journal of Applied Psychology, 84 (2), 218-233. Gwinner, Kevin P., Dwayne D. Gremler, and Mary Jo Bitner (1998), "Relational benefits in services industries: The customer''s perspective," Journal of the Academy of Marketing Science, 26 (2), 101-114. Ha, Hong-Youl and Helen Perks (2005), "Effects of consumer perceptions of brand experience on the web: Brand familiarity, satisfaction and brand trust," Journal of Consumer Behaviour, 4 (6), 438-452. Hair, Joseph F., Rolph E. Anderson, Ronald L. Tatham, and C. William (1998), "Multivariate data analysis," Upper Saddle River, NJ: Prentice Hall. Hart, Christopher W. and Michael D. Johnson (1999), "Growing the trust relationship," Marketing Management, 8 (1), 8-19. Hennig-Thurau, T., Kevin P. Gwinner, Gianfranco Walsh, and Dwayne D. Gremler (2004), "Electronic word‐of‐mouth via consumer‐opinion platforms: What motivates consumers to articulate themselves on the internet?," Journal of Interactive Marketing, 18 (1), 38-52. Hennig-Thurau, Thorsten, Kevin P. Gwinner, and Dwayne D. Gremler (2002), "Understanding relationship marketing outcomes an integration of relational benefits and relationship quality," Journal of Service Research, 4 (3), 230-247. Hoffman, Donna L., Thomas P. Novak, and Marcos Peralta (1999), "Building consumer trust online," Communications of the ACM, 42 (4), 80-85. Hsu, Meng-Hsiang, Li-Wen Chuang, and Cheng-Se Hsu (2014), "Understanding online shopping intention: The roles of four types of trust and their antecedents," Internet Research, 24 (3), 332-352. Huang, Min-Hsin (2015), "The influence of relationship marketing investments on customer gratitude in retailing," Journal of Business Research, 68 (6), 1318-1323. Jacoby, J., and Kyner, D. B. (1973), "Brand loyalty vs. repeat purchasing behavior.," Journal of Marketing Research, 10(1), 1-9. Janda, Swinder and Alicia Ybarra (2005), "Do product and consumer characteristics affect the relationship between online experience and customer satisfaction?," Journal of Internet Commerce, 4 (4), 133-151. Jap, Sandy D. and Shankar Ganesan (2000), "Control mechanisms and the relationship life cycle: Implications for safeguarding specific investments and developing commitment," Journal of Marketing Research, 37 (2), 227-245. Jiang, Pingjun and Bert Rosenbloom (2005), "Customer intention to return online: Price perception, attribute-level performance, and satisfaction unfolding over time," European Journal of Marketing, 39 (1/2), 150-174. Jo Bitner, Mary, William T. Faranda, Amy R. Hubbert, and Valarie A. Zeithaml (1997), "Customer contributions and roles in service delivery," International Journal of Service Industry Management, 8 (3), 193-205. Jones, Gareth R. and Jennifer M. George (1998), "The experience and evolution of trust: Implications for cooperation and teamwork," Academy of Management Review, 23 (3), 531-546. Kim, Dan J., Donald L. Ferrin, and H. Raghav Rao (2009), "Trust and satisfaction, two stepping stones for successful e-commerce relationships: A longitudinal exploration," Information Systems Research, 20 (2), 237-257. Kolyesnikova, Natalia and Tim H. Dodd (2008), "Effects of winery visitor group size on gratitude and obligation," Journal of Travel Research, 47 (1), 104-112. Koo, Dong-Mo (2009), "The moderating role of locus of control on the links between experiential motives and intention to play online games," Computers in Human Behavior, 25 (2), 466-474. Kozlenkova, Irina V., Robert W. Palmatier, Eric Fang, Bangming Xiao, and Minxue Huang (2017), "Online relationship formation," Journal of Marketing, 81 (3), 21-40. Kumar, Ashish, Ram Bezawada, Rishika Rishika, Ramkumar Janakiraman, and P.K. Kannan (2016), "From social to sale: The effects of firm-generated content in social media on customer behavior," Journal of Marketing, 80 (1), 7-25. Liu, Peggy J., Cait Lamberton, and Kelly L. Haws (2015), "Should firms use small financial benefits to express appreciation to consumers? Understanding and avoiding trivialization effects," Journal of Marketing, 79 (3), 74-90. MacKenzie, Scott B. and Philip M. Podsakoff (2012), "Common method bias in marketing: Causes, mechanisms, and procedural remedies," Journal of Retailing, 88 (4), 542-555. May So, W.C., T.N. Danny Wong, and Domenic Sculli (2005), "Factors affecting intentions to purchase via the internet," Industrial Management & Data Systems, 105 (9), 1225-1244. McCullough, Michael E., Shelley D. Kilpatrick, Robert A. Emmons, and David B. Larson (2001), "Is gratitude a moral affect?," Psychological Bulletin, 127 (2), 249-266. McCullough, Michael E., Jo-Ann Tsang, and Robert A. Emmons (2004), "Gratitude in intermediate affective terrain: Links of grateful moods to individual differences and daily emotional experience," Journal of Personality and Social Psychology, 86 (2), 295-309. McGuire, William J. (1976), "Some internal psychological factors influencing consumer choice," Journal of Consumer Research, 2 (4), 302-319. Meyer, Christopher and Andre Schwager (2007), "Customer experience," Harvard Business Review, 1-11. Meyers-Levy, Joan and Alice M. Tybout (1989), "Schema congruity as a basis for product evaluation," Journal of Consumer Research, 16 (1), 39-54. Morales, Andrea C. (2005), "Giving firms an “E” for effort: Consumer responses to high-effort firms," Journal of Consumer Research, 31 (4), 806-812. Morgan, Robert M. and Shelby D. Hunt (1994), "The commitment-trust theory of relationship marketing," Journal of Marketing, 58 (3), 20-38. Motameni, Reza and Richard Nordstrom (2014), "Correlating the social media functionalities to marketing goals and strategies," Journal of Marketing Management, 2, 3-4. Nevin, John R. (1995), "Relationship marketing and distribution channels: Exploring fundamental issues," Journal of the Academy of marketing Science, 23 (4), 327. Nunnally, Jum (1978), "Psychometric methods," New York: McGraw-Hill. Palmatier, Robert W., Rajiv P. Dant, Dhruv Grewal, and Kenneth R. Evans (2006), "Factors influencing the effectiveness of relationship marketing: A meta-analysis," Journal of Marketing, 70 (4), 136-153. Palmatier, Robert W., Mark B. Houston, Rajiv P. Dant, and Dhruv Grewal (2013), "Relationship velocity: Toward a theory of relationship dynamics," Journal of Marketing, 77 (1), 13-30. Palmatier, Robert W., Cheryl Burke Jarvis, Jennifer R. Bechkoff, and Frank R. Kardes (2009), "The role of customer gratitude in relationship marketing," Journal of Marketing, 73 (5), 1-18. Park, Chung-Hoon and Young-Gul Kim (2003), "Identifying key factors affecting consumer purchase behavior in an online shopping context," International Journal of Retail & Distribution Management, 31 (1), 16-29. Peppers, Don and Martha Rogers (2004), Managing customer relationships: A strategic framework: John Wiley & Sons. Pine, B. Joseph and James H. Gilmore (1998), "The experience economy," Harvard Business Review, 76 (6), 97-105. Ployhart, Robert E. and Robert J. Vandenberg (2010), "Longitudinal research: The theory, design, and analysis of change," Journal of Management, 36 (1), 94-120. Podsakoff, Philip M., Scott B. MacKenzie, Jeong-Yeon Lee, and Nathan P. Podsakoff (2003), "Common method biases in behavioral research: A critical review of the literature and recommended remedies," Journal of Applied Psychology, 88 (5), 879-903. Qu, Zhe, Han Zhang, and Haizheng Li (2008), "Determinants of online merchant rating: Content analysis of consumer comments about Yahoo merchants," Decision Support Systems, 46 (1), 440-449. Raggio, Randle D., Anna M. Walz, Mousumi Bose Godbole, and Judith Anne Garretson Folse (2014), "Gratitude in relationship marketing: theoretical development and directions for future research," European Journal of Marketing, 48 (1/2), 2-24. Ranaweera, Chatura, Harvir Bansal, and Gordon McDougall (2008), "Web site satisfaction and purchase intentions: Impact of personality characteristics during initial web site visit," Managing Service Quality: An International Journal, 18 (4), 329-348. Reichheld, Frederick F. and Thomas Teal (1996), "The loyalty effect, harvard business school press," Boston, MA. Reynolds, Kristy E. and Sharon E. Beatty (1999), "Customer benefits and company consequences of customer-salesperson relationships in retailing," Journal of Retailing, 75 (1), 11-32. Rose, Susan, Moira Clark, Phillip Samouel, and Neil Hair (2012), "Online customer experience in e-retailing: An empirical model of antecedents and outcomes," Journal of Retailing, 88 (2), 308-22. Rowley, J. E. (2000). "Understanding loyalty and loyal: The customer perspective," Proceedings of the Academy of Marketing. Schultz, D. E., and Bailey, S. E. (2000). "Customer/brand loyalty in an interactive marketplace," Journal of Advertising Research, 40(3), 41-52. Shankar, Venkatesh, Glen L. Urban, and Fareena Sultan (2002), "Online trust: A stakeholder perspective, concepts, implications, and future directions," The Journal of Strategic Information Systems, 11 (3), 325-344. Smith, J. Brock and Donald W. Barclay (1997), "The effects of organizational differences and trust on the effectiveness of selling partner relationships," Journal of Marketing, 61 (1), 3-21. Solomon, M. R., Consumer behavior (4th ed), Prentice-Hall, Inc, 1999, pp. 208-209. Sweeney, Jillian C. and David A. Webb (2007), "How functional, psychological, and social relationship benefits influence individual and firm commitment to the relationship," Journal of Business & Industrial Marketing, 22 (7), 474-488. Turban, Ephraim, D. King, D. Viehland, and J. Lee (2006), "A managerial perspective," Electronic Commerce. Urban, Glen L., Fareena Sultan, and William J. Qualls (2000), "Placing trust at the center of your internet strategy," MIT Sloan Management Review, 42 (1), 39-48. Verhoef, Peter C., Philip Hans Franses, and Janny C. Hoekstra (2002), "The effect of relational constructs on customer referrals and number of services purchased from a multiservice provider: Does age of relationship matter?," Journal of the Academy of Marketing Science, 30 (3), 202-216. Villarroel Ordenes, Francisco, Stephan Ludwig, Ko De Ruyter, Dhruv Grewal, and Martin Wetzels (2017), "Unveiling what is written in the stars: Analyzing explicit, implicit, and discourse patterns of sentiment in social media," Journal of Consumer Research, 43 (6), 875-894. Wang, Rebecca Jen-Hui, Edward C. Malthouse, and Lakshman Krishnamurthi (2015), "On the go: How mobile shopping affects customer purchase behavior," Journal of Retailing, 91 (2), 217-234. Wetzel, Hauke A., Maik Hammerschmidt, and Alex R. Zablah (2014), "Gratitude versus entitlement: A dual process model of the profitability implications of customer prioritization," Journal of Marketing, 78 (2), 1-19. Wilson, David T. and S. Jantrania (1995), "Understanding the value of a relationship," Australasian Marketing Journal 2(1), 55-66. Yang, Hao-Erl, Chi-Chuan Wu, and Kuang-Cheng Wang (2009), "An empirical analysis of online game service satisfaction and loyalty," Expert Systems with Applications, 36 (2), 1816-1825. Yoon, S. J. (2002), "The antecedents and consequences of trust in online-purchase decisions," Journal of Interactive Marketing, 16 (2), 47-63. Zeithaml, Valarie A., Leonard L. Berry, and Ananthanarayanan Parasuraman (1996), "The behavioral consequences of service quality," Journal of Marketing, 60 (2), 31-46.
|