平台式网购顾客满意度实证研究
|
摘要
平台式网购以第三方电子商务平台为核心,拥有庞大的买家和卖家资源,促进了网商群体的产生,吸引了大量的合作机构,如银行、物流、保险、IT企业的参与。第三方网购企业、合作机构和网商群体构成了完整的开放生态系统。平台式网购已经成为带动金融信贷、IT、物流等行业新增发展机会的重要引擎,产生了巨大的经济效益和社会价值。借助电子化的信息传播渠道,平台式网购突破了传统商业活动的时空局限,极大的降低了交易成本,简化了交易流程,提高了交易效率,增加了交易机会,使购物和消费方式发生了巨大的变化,带动了经济的变革,对传统商业产生了巨大的冲击。这一新型的购物方式逐渐为广大消费者接受和使用,是目前中国电子商务的主流模式。
顾客满意度和忠诚度是电子商务客户关系管理的核心内容。在平台式网购环境下,更低的进入成本和客户转换成本促使网购企业投入更多的资源来获取和挽留用户。用户是网购企业赖以生存的资源,忠诚用户更是企业的宝贵财富,而只有满意的用户才有可能成为忠实用户。因此,有必要构建理论模型来系统的解释平台式网购环境中顾客满意度的形成过程,为企业合理分配资源和集中优势力量改善客户关系和提升用户忠诚度提供指导。
在平台式网购环境下,消费者既是商品和服务的购买者又是电子商务平台的使用者。论文立足于网购用户的双重身份,从多学科的视角,系统整合市场营销和信息系统的满意度研究成果,在质量-价值-满意度模型和技术接受模型的基础上构建了平台式网购顾客满意度理论模型。模型对传统服务质量和顾客价值的内容和维度进行了拓展和延伸,结合平台式网购特点,通过对现有研究成果的比较分析,将网络零售质量和购物价值确定为平台式网购消费者的服务质量和价值感知。平台式网购顾客满意度模型完整的展示了网络零售质量的各个维度、网站易用性、功能价值、享乐价值、满意度和忠诚度之间的相互关系以及交易经验的调节作用。
论文采用抽样调查的研究设计,通过网络问卷调查方式面向全国的平台式网购用户收集数据,采用探索性因子分析、验证性因子分析、结构方程分析法和多组分析等多种统计分析工具对平台式网购顾客满意度理论模型的变量以及变量间的因果关系进行检验。模型检验结果印证了平台式网购环境下,顾客满意度对忠诚度显著的直接影响作用,而网站设计、履行性／安全性、客户服务、网站易用性、功能价值、享乐价值等网站属性特征和顾客感知价值是满意度的关键影响因素。交易经验对网站设计、履行性／安全性、易用性、功能价值与满意度关系,享乐价值与忠诚度关系的调节作用也得到支持。这些发现为网购企业制定客户关系改善计划和客户挽留营销策略提供了参考。实证结果支持功能价值和享乐价值对忠诚度的正向影响,网站设计、客户服务和网站易用性是网购用户的功能价值和享乐价值感知的影响因素,履行性／安全性只影响功能价值。这一发现拓展和丰富了购物价值的前因研究,为网购企业的价值定位提供了参考。
论文构建并验证了平台式网购顾客满意度模型,所得结论对于网购消费者行为研究和营销实践具有参考价值和借鉴意义。但正如任何科学研究一样,受制于人力和时间因素,论文还存在局限,建议后续研究对这一课题进一步加以改进和完善。
Platform online shopping is based on a third-party e-commerce platform. It owns a huge resource of buyers and sellers, promoting the generation of network groups and attracting a lot of cooperative institutions, such as banks, logistics, insurance, and IT enterprises. Third-party online retailers, cooperative organizations and network groups construct a completely open ecological system. Platform online shopping has become an important engine, which brings new opportunities of development for financial credit industry, IT services, logistics, and developing new industries, producing great economic benefits and social value. With the help of electronic information dissemination channels, platform online shopping breaks through the restrictions of space and time of traditional commercial activities, greatly reduces transaction cost, simplifies transaction processes, improves transaction efficiency, and increases trading opportunities. Great changes have taken place in shopping and consumption patterns since the introduction of platform online shopping. It drives the economic transformation and has brought great challenges to traditional commerce. This new shopping type has been accepted and used by consumers, and it is the main mode of electronic commerce in China.
Customer satisfaction and loyalty is the core of electronic customer relationship management. Under the platform online shopping environment, lower entering and switching cost impel e-commerce enterprises to input more resources to obtain and keep users. Users are resources that e-commerce enterprises depend on for survival and loyal users is the precious wealth for all enterprises, but only satisfied users will be more likely to become loyal subscribers. Although platform online shopping develops fast, research on customer satisfaction in this field is rare. Therefore, it is necessary to construct theoretical model to systematically explain the development process of customer satisfaction in the environment of platform online shopping, so as to provide guidelines for enterprises to reasonably allocate resources and centralize superior strength to improve customers' relationship and increase users'loyalty.
Under the environment of online shopping, consumers are not only buyers of goods and services, but they are also users of e-commerce platform. This paper is based on the dual identities of network users. From a multidisciplinary perspective, it systematically integrates research results of marketing and information system and develops a theoretical model of customer satisfaction in platform online shopping, which is based on the quality-value-satisfaction model and the technology acceptance model. This model extends the contents of traditional service quality and customer value. Based on characteristics of platform online shopping and analysis of the results of present research, it determines eTailQ and shopping value as service quality and perceived value of platform online shopping. Customer satisfaction model of platform online shopping completely specifies the relationships among different dimensions of eTailQ, ease of use, utilitarian value, hedonic value, satisfaction and loyalty and the moderate effects of transactional experience. This paper employed of sample survey as research design and the data was collected by a nationwide web-based survey. By using various statistical analysis tools, such as exploratory factor analysis, confirmatory factor analysis, structural equation analysis and multigrain analysis, it tests the constructs of the theoretical model and the causal relationships among them. Empirical findings support the direct impact of customer satisfaction on loyalty in platform online shopping, while website attributes, such as website design, fulfillment/security, customer service, ease of use, utilitarian value, and hedonic value, are key factors that influence satisfaction. Moderating effects of transitional experience on the impact of website design, fulfillment/security, ease of use, and utilitarian value on satisfaction and that of hedonic value on loyalty are also supported. These findings provide guidelines for e-commerce enterprises to generate strategies of improving customer relationships and retaining. The empirical results support positive influence of utilitarian value and hedonic value on loyalty. Website design, customer service and ease of use are factors influencing utilitarian value and hedonic value; however, fulfillment/security only affects utilitarian value. These results broaden and enrich the antecedent's research of shopping value, providing reference of value orientation for electronic commerce enterprises.
This paper developed and tested the model of customer satisfaction of platform online shopping. Its findings are of reference value and significant meanings for online consumer behavioral research and marketing practice. Just like any scientific study, there exists limitation in this paper because of manpower shortage and time restriction. It is suggested that follow-up studies further improve and perfect this subject.
顾客满意度和忠诚度是电子商务客户关系管理的核心内容。在平台式网购环境下,更低的进入成本和客户转换成本促使网购企业投入更多的资源来获取和挽留用户。用户是网购企业赖以生存的资源,忠诚用户更是企业的宝贵财富,而只有满意的用户才有可能成为忠实用户。因此,有必要构建理论模型来系统的解释平台式网购环境中顾客满意度的形成过程,为企业合理分配资源和集中优势力量改善客户关系和提升用户忠诚度提供指导。
在平台式网购环境下,消费者既是商品和服务的购买者又是电子商务平台的使用者。论文立足于网购用户的双重身份,从多学科的视角,系统整合市场营销和信息系统的满意度研究成果,在质量-价值-满意度模型和技术接受模型的基础上构建了平台式网购顾客满意度理论模型。模型对传统服务质量和顾客价值的内容和维度进行了拓展和延伸,结合平台式网购特点,通过对现有研究成果的比较分析,将网络零售质量和购物价值确定为平台式网购消费者的服务质量和价值感知。平台式网购顾客满意度模型完整的展示了网络零售质量的各个维度、网站易用性、功能价值、享乐价值、满意度和忠诚度之间的相互关系以及交易经验的调节作用。
论文采用抽样调查的研究设计,通过网络问卷调查方式面向全国的平台式网购用户收集数据,采用探索性因子分析、验证性因子分析、结构方程分析法和多组分析等多种统计分析工具对平台式网购顾客满意度理论模型的变量以及变量间的因果关系进行检验。模型检验结果印证了平台式网购环境下,顾客满意度对忠诚度显著的直接影响作用,而网站设计、履行性／安全性、客户服务、网站易用性、功能价值、享乐价值等网站属性特征和顾客感知价值是满意度的关键影响因素。交易经验对网站设计、履行性／安全性、易用性、功能价值与满意度关系,享乐价值与忠诚度关系的调节作用也得到支持。这些发现为网购企业制定客户关系改善计划和客户挽留营销策略提供了参考。实证结果支持功能价值和享乐价值对忠诚度的正向影响,网站设计、客户服务和网站易用性是网购用户的功能价值和享乐价值感知的影响因素,履行性／安全性只影响功能价值。这一发现拓展和丰富了购物价值的前因研究,为网购企业的价值定位提供了参考。
论文构建并验证了平台式网购顾客满意度模型,所得结论对于网购消费者行为研究和营销实践具有参考价值和借鉴意义。但正如任何科学研究一样,受制于人力和时间因素,论文还存在局限,建议后续研究对这一课题进一步加以改进和完善。
Platform online shopping is based on a third-party e-commerce platform. It owns a huge resource of buyers and sellers, promoting the generation of network groups and attracting a lot of cooperative institutions, such as banks, logistics, insurance, and IT enterprises. Third-party online retailers, cooperative organizations and network groups construct a completely open ecological system. Platform online shopping has become an important engine, which brings new opportunities of development for financial credit industry, IT services, logistics, and developing new industries, producing great economic benefits and social value. With the help of electronic information dissemination channels, platform online shopping breaks through the restrictions of space and time of traditional commercial activities, greatly reduces transaction cost, simplifies transaction processes, improves transaction efficiency, and increases trading opportunities. Great changes have taken place in shopping and consumption patterns since the introduction of platform online shopping. It drives the economic transformation and has brought great challenges to traditional commerce. This new shopping type has been accepted and used by consumers, and it is the main mode of electronic commerce in China.
Customer satisfaction and loyalty is the core of electronic customer relationship management. Under the platform online shopping environment, lower entering and switching cost impel e-commerce enterprises to input more resources to obtain and keep users. Users are resources that e-commerce enterprises depend on for survival and loyal users is the precious wealth for all enterprises, but only satisfied users will be more likely to become loyal subscribers. Although platform online shopping develops fast, research on customer satisfaction in this field is rare. Therefore, it is necessary to construct theoretical model to systematically explain the development process of customer satisfaction in the environment of platform online shopping, so as to provide guidelines for enterprises to reasonably allocate resources and centralize superior strength to improve customers' relationship and increase users'loyalty.
Under the environment of online shopping, consumers are not only buyers of goods and services, but they are also users of e-commerce platform. This paper is based on the dual identities of network users. From a multidisciplinary perspective, it systematically integrates research results of marketing and information system and develops a theoretical model of customer satisfaction in platform online shopping, which is based on the quality-value-satisfaction model and the technology acceptance model. This model extends the contents of traditional service quality and customer value. Based on characteristics of platform online shopping and analysis of the results of present research, it determines eTailQ and shopping value as service quality and perceived value of platform online shopping. Customer satisfaction model of platform online shopping completely specifies the relationships among different dimensions of eTailQ, ease of use, utilitarian value, hedonic value, satisfaction and loyalty and the moderate effects of transactional experience. This paper employed of sample survey as research design and the data was collected by a nationwide web-based survey. By using various statistical analysis tools, such as exploratory factor analysis, confirmatory factor analysis, structural equation analysis and multigrain analysis, it tests the constructs of the theoretical model and the causal relationships among them. Empirical findings support the direct impact of customer satisfaction on loyalty in platform online shopping, while website attributes, such as website design, fulfillment/security, customer service, ease of use, utilitarian value, and hedonic value, are key factors that influence satisfaction. Moderating effects of transitional experience on the impact of website design, fulfillment/security, ease of use, and utilitarian value on satisfaction and that of hedonic value on loyalty are also supported. These findings provide guidelines for e-commerce enterprises to generate strategies of improving customer relationships and retaining. The empirical results support positive influence of utilitarian value and hedonic value on loyalty. Website design, customer service and ease of use are factors influencing utilitarian value and hedonic value; however, fulfillment/security only affects utilitarian value. These results broaden and enrich the antecedent's research of shopping value, providing reference of value orientation for electronic commerce enterprises.
This paper developed and tested the model of customer satisfaction of platform online shopping. Its findings are of reference value and significant meanings for online consumer behavioral research and marketing practice. Just like any scientific study, there exists limitation in this paper because of manpower shortage and time restriction. It is suggested that follow-up studies further improve and perfect this subject.
引文
[1]邓朝华,鲁耀斌.电子商务网站用户的感知因素对满意度和行为的影响研究[J].图书情报工作,2008,52(5)：70-73.
[2]风笑天.社会学研究方法(第三版)[M].中国人民大学出版社,2009.
[3]黄芳铭.结构方程模式理论与应用[M].中国税务出版署,2005.
[4]侯杰泰,温忠麟,成子娟.结构方程及其应用[M].教育科学出版社,2004.
[5]李纯青,孙瑛,郭承运.e-服务质量决定因素与测量模型研究[J].运筹与管理,2004,13(3)：133-136.
[6]申文果,谢礼珊,张秀娟.B2C电子商务环境中顾客满意感的形成机理研究[J].消费经济,2006,23(1)：48-51.
[7]苏秦,刘野逸,曹鹏.C2C电子商务服务质量实证研究[J].商业研究,2010,395(3)：214-216.
[8]汪旭晖,徐健.基于转换成本调节作用的网上顾客忠诚研究[J].中国工业经济,(12)：113-123.
[9]吴冠之,张艳妍.B2C环境下感知服务质量与顾客满意度的关系研究[J].电子商务,2008,10(5)：1-36.
[10]余佳.电子商务环境下顾客满意度和忠诚度的研究[J].科技情报开发与经济,2009,9(30)：101-103.
[11]查金祥,王立生.网络购物顾客满意度影响因素的实证研究[J].管理科学,2006,19(1)：51-58.
[12]查金祥,陈明亮.网络商店服务质量与消费者购物意愿关系[J].市场营销,2005,19(8)：51-55.
[13]Abbott M, Chiang K P, Hwang Y, Paquin J, Zwick D. The Process of On-Line Store Loyalty Formation[J]. Advances in Consumer Research,2000,27 (1):145-150.
[14]Adamson I, Shine J. Extending the New Technology Acceptance Model to Measure the End User Information Systems Satisfaction in a Mandatory Environment:A Bank's Treasury [J]. Technology Analysis & Strategic Management,2003,15 (4):441-455.
[15]Ajzen I, Fishbein M. Understanding Allitudes and Predicling Social Behavior[M]. Prentice-Hall, Englewood Cliffs,1980
[16]Ajzen I. Attitudes, Personality, and Behavior[M]. Chicago:Dorsey Press,1988.
[17]Aladwani A M, Palvia P C. Developing and Validating an Instrument for Measuring User-Perceived Web Quality[J]. Information & Management,2002,39 (6):467-476.
[18]Al-Gahtani S S, King M. Attitudes, Satisfaction and Usage:Factors Contributing to Each in the AccepTance of Information Technology [J]. Behaviour & Information Technology,1999,18 (4): 277-297.
[19]Alsop S. The Dawn of E-Service[J]. Fortune,1999,138 (9):243-244.
[20]Amazon's Amazing Ambition[J]. Economist,2000,354 (8159):24-24
[21]Anderson E W, Fornell C, Lehmann D R. Customer Satisfaction, Market Share, and Profitability Findings From Sweden[J]. Journal of Marketing,1994,58 (3):53-66.
[22]Anderson R E, Srinivasan S S. E-Satisfaction and E-Loyalty:A Contingency Framework[J]. Psychology & Marketing,2003,20 (2):123-138.
[23]Andreassen T W, Lindestad B. Customer Loyalty and Complex Services:The Impact of Corporate Image on Quality, Customer Satisfaction and Loyalty for Customers With Varying Degrees of Service Expertise[J]. International Journal of Service Industry Management,1998,9 (1):7-23.
[24]Aragon L. Banking on IT[J]. Pc Week,1997,14 (23):137-138.
[25]Arnold M J, Reynolds K E. Hedonic Shopping Motivations[J]. Journal of Retailing,2003,79 (1): 77-95.
[26]Babin B F, Lee Y K, Kim E F, et al. Modeling Consumer Satisfaction and Word-of-Mouth: Restaurant patronage in Korea[J]. Journal of Services Marketing,2005,193):133-139.
[27]Babin B J, Darden W, Griffin M. Work and/or Fun:Measuring Hedonic and Utilitarian Shopping Value[J]. Journal of Consumer Research,1994,20 (4):644-656.
[28]Babin B J, Attaway J S. Atmospheric Affect as a Tool for Creating Value and Gaining Share of Custoner[J]. Journal of Business Research,2000,49 (2):91-99.
[29]Bagozzi R P. The Seif-Regulation of Attitudes, Intentions, and Behavior[J]. Social Psychology Quarterly,1992,55 (2):178-204.
[30]Bailey J, Pearson S W. Development of a Tool for Measuring and Analyzing Computer User Satisfaction[J]. Management Science,1983,29 (5):530-545.
[31]Baker J. The Role of Environment in Marketing Services:The Consumer Perspective[M]//Czpeil J A, Congram C, Shanaham J. The Services Marketing Challenge:Integrated for Competitive Advantage. Chicago:American Marketing Association,1986:79-84.
[32]Barnes S, Vidgen R T. An Integrative Approach to the Assessment of E-Commerce Quality [J]. Journal of Electronic Commerce Research,2002,3 (3):114-127.
[33]Bauer H H, Falk T, Hammerschmidt M. eTransQual:A Transaction Process-Based Approach for Capturing Service Quality in Online Shopping[J]. Journal of Business Research,2006,59 (7): 866-875.
[34]Bearden W O, Teel J E. Some Determinants of Consumer Satisfaction and Complaint[J]. Journal of Marketing Research,1982,20 (1):7-27.
[35]Belizzi J A, Crowley A E, Hasty R W. The Effects of Color in Store Design[J]. Journal of Retailing, 1983,59(1):21-45.
[36]Bellenger D N, Korgaonkar P K. Profiling the Recreational Shopper[J]. Joural of Retailing,1980,56 (3):77-91.
[37]Bienstock C C. Measuring Physical Distribution Service Quality[J]. Journal of the Academy of Marketing Science,1997,25 (1):31-44.
[38]Bitner M J. Servicescapes:The Impact of Physical Surroundings on Customers and Employees[J]. Journal of Marketing,1992,56 (2):57-71.
[39]Blackwell S A, Szeinbach S L, Barnes J H, et al. The Antecedents of Customer Loyalty:An Empirical Investigation of the Role of Personal and Situational Aspects on Repurchase Decisions[J]. Journal of Service Research,1999,1 (4):300-312.
[40]Blake B F, Neuendorf K A. Innovativeness and Variety Of Internet Shopping[J]. Internet Research: Electronic Networking,2003,13 (3):156-169.
[41]Bloch P H, Ridgway N M. Dawson S A. The Shopping Mall as Consumer Habitat[J]. Journal of Retailing,1994,70 (1):23-42.
[42]Bolten R N, Drew j h. A Longitudinal Analysis of the Impact of Service Changes on Customer ATtitudes[J]. Journal of Marketing,1991,55 (1):57-71.
[43]Bone P F, Jamtrania S. Olfaction as a Cue for Product Quality[J]. Marketing Letters,1992,3 (3): 289-296.
[44]Brady M K, Cronin J J Jr, Brand R R. Performance-Only Measurement of Service Qualities:A Replication and Extension[J]. Journal of Business Reearch,2002,55 (1):17-31.
[45]Bruner G C, Kumar A. Web Commercials and Advertising Hierarchy-of-Effects[J]. Journal of the Advertising Research,2000,4 (1/2):35-43.
[46]Burke R R. Real Shopping in a Virtual Store[M]//Peterson R A. Electronic Marketing and the Consumer. Thousand Oaks, California:Sage Publications, Inc.,1977:81-88.
[47]Butcher J J Jr, Brady M K, Hult G T. Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments[J]. Journal or Retailing, 2000,76(2):193-218.
[48]Butcher k, Sparks B, O'callaghan F. Evaluative and Relational Influences on SErvice Loyaity[J]. International Journal of Service Industry Management,2001,12 (4):310-327.
[49]Butz H E, Goodstein L D. Measuring Customer Value:Gaining the Strategic Advantage[J]. Organizational Dynamics,1996,24 (3):63-77.
[50]Cacioppo J T, Petty R E. Sex Differences in Influenceability:Toward Specifying the Underlying Processes[J].Personality and Social Psychology Bulletin,1980,6 (4):651-656.
[51]Cadotte E R, Woodruff R B, Jenkins R L. Expectations and Norms in Models of Consumer Satisfaction[J]. Journal of Marketing Research,1987,24 (3):305-314.
[52]Cai S, Xu Y. Effects Of Outcome, Process and Shopping Enjoyment on Online Consumer Behaviour[J]. Electronic Commerce Research and Applications,2006,5 (4):272-281.
[53]Cardozo R N. An Experimental Study of Customer Effort Expectation and Satisfaction[J]. Journal of Marketing Research,1965,2 (3):244-249.
[54]Carpenter J M, Fairhurst A. Consumer Shopping Value, Satisfaction, and Loyalty for Retail Apparel Brands[M]Journal of Fashion Marketing and Management,2005,9 (3):256-269.
[55]Carpenter J M. Consumer Shopping Value, Satisfaction and Loyalty in Discount Retailing[J]. Journal of Retailing and Consumer Services,2008,15 (5):358-363.
[56]Caruana A, Money A H, Berthon P R. Service Quality and Satisfaction-Moderating Role of Velue[J]. European Journal of Marketing,2000,34 (11/12):1338-1352.
[57]Caruana A, Ewing M T. The Psychometric Properties of eTail Quality[J]. International Marketing Review,2006,23 (4):353-370.
[58]Chang H H. Technical and Management Perceptions of Entrprise Information Systems Importance, Implementation and Benefits[J]. Information Systems Journal,2006,16 (3):263-292.
[59]Chang H H, Chen S W. The Impact of Customer Interface Quality, Satisfaction and Switching Costs on E-loyalty:Internet Experience as a Moderator[J]. Computers in Human Behavior,2008,24 (6): 2927-2944.
[60]Chang H H, Wang Y H, Yang W Y. The Impact of E-service Quality, Customer Satisfaction And Loyalty on E-Marketing:Moderating Effect of Perceived Value[J]. Total Quality Management, 2009,20 (4):423-433.
[61]Cheung C M K, Lee M K O. Consumer Satisfaction With Internet Shopping:A Research Framework and Propositions for Future Research[C]//ACM International Conference Proceeding Series:Vol. 113. New York:ACM,2005:327-334.
[62]Chen J, Zhang C, Yuan Y, et al. Understanding the Emerging C2C Electronic Market in China:An Experience-Seeking Social Marketplace[J]. Electronic Markets,2007,17 (2):87-100
[63]Chen Z, Dubinsky A J. A Conceptual Model of Perceived Customer Value in E-Commerce:A Preliminary Investigation[J]. Psychology & Marketing,2003,20 (4):323-347.
[64]Cho N, Park S. Development of Electronic Commerce User-consumer Satisfaction Index (ecusi) for Internal Shopping[J]. Industrial Management & Data Systems,2001,101 (8):400-405.
[65]Churchill G A Jr, Surprenant C. An Invsetigation into the Determinants of Customer Satisfaction[J]. Journal of Marketing Research,1982,19 (4):491-504.
[66]Citrin A, Sprott D, Silverman S, Stem D E. Adopting of Lnternet Shopping:The Role of Consumer Innovativeness[J]. Industrial Management & Data System,2000,13 (3):294-300.
[67]Collier J E, Bienstock C C. Measuring Service Quality in E-Retailing[J]. Journal of Service Research, 2006,8(3):260-275.
[68]Cottet P, Lichtle M C, Plichon V. The Role Of Value in Services:A Study in a Retail Environment[J]. Journal of Consumer Marketing,2006,23 (4):219-227.
[69]Cox F, Dale B G. Service quality And E-Commerce:An Exploratory Analysis[J]. Managing Service Quality,2001,11 (2):121-131.
[70]Cristobal E, Flavian C, Guinaliu M. Perceived E-Service Quality (PeSQ) Measurement Validation and Effects on Consumer Satisfaction and Web Site Loyalty[J]. Managing Service Quality,2007, 17 (3):317-340.
[71]Groeppel A, Bloch B. An Investigation of Experience-Oriented Consumers in Retailing[J]. The International Review of Retail Distribution and Consumer Research,1990,1 (4):101-108.
[72]Cronin J J Jr, Taylor D A. Measuring Service Quality:A Reexamination and Extension[J]. Journal of Marketing,1992,56 (3):55-68.
[73]Cronin J J Jr, Taylor D A. Servperf Versus Servqual::Reconciling Performance-Based and Perceptions-Expectations Measurement Of Service Quality[J]. Journal of Marketing,1994,58 (1): 125-131.
[74]Cronin J J Jr, Brady M K, Hult G T M. Assessing the Effects Of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments[J]. Journal of Retailing, 2000,76(2):193-218.
[75]Csikszentmihalyi M. Beyond Boredom and Anxiety[M]. San Francisco:Jossey-Bass,1977.
[76]Csikszentmihalyi M. The Future of Flow[M]//Csikszentmihalyi M, Csikszentmihalyi S. Optimal Experience:Psychological Studies of Flow in Consciousness. Cambridge:Cambridge University Press,1988:364-383.
[77]Darden W R, Reynolds F D. Shopping Orientations and Product Usage Rates[J]. Journal of Marketing Research,1971,8(4):505-508.
[78]Darden W R, Ashton D. Psychographics Profiles of Patronage Preference[J]. Journal of Retailing, 1975,50(1):99-112.
[79]Davis F D, Bagozzi R P, Warshaw P R. User Acceptance of Computer Technology A Comparison of Two Theoretical Models[J]. Management Science,1989,35 (8):982-1003.
[80]Davis F D. Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology[J]. MIS Quarterly,1989,13 (3):319-340.
[81]Day R L. Rerining Concepts and Measures of Consumer Satisfaction and Complaining Behavior[M]. Bloomington, IN:Indiana UniversitY,1980:7-12.
[82]Delone W H, Mclean E R. Information Systems Success:The Quest for the Dependent Variable[J]. Information Systems Research,1992,3 (1):80-95.
[83]Delone W H, Mclean E R. The Delone and Mclean Model of Information Systems Success:A Ten-Year Update[J]. Journal of Management Information Systems,2003,19 (4):9-30.
[84]Delone W H, Mclean E R. Measuring e-Commerce Success:Applying the DeLone & McLean Information Systems Success Model[J]. International Journal of Electronic Commerce,2004,9(1): 31-47.
[85]Devaraj S, Fan M, Kohli R. Antecedents Of B2c Channel Satisfacion and Preference:Validatinge-Commerce Metrics[J]. Information Systems Research,2002,13 (3):316-333.
[86]Doll W J, Torkzadeh G. The Measurement of End-User Computing Satisfaction[J]. MIS Ouarterly, 1988,12 (2):259-274.
[87]Donovan R J, Rossiter J R. Store Atmosphere:An Environmental Psycholoy Approach[J]. Journal of Retailing,1982,58(1):34-57.
[88]Durvasula S, Lysonski S, Mehta S C, et al. Forging Relations Hips With Services:The Anteced-Ents That Have an Impact on Behavioural Outcomes in the Life Insurance Industry[J]. Journal of Financial Services Marketing,2004,8 (4):314-326.
[89]Eagly A H, Chaiken S. The Psychology of Attitudes[M]. Forth Worth, Tx:Harcourt Brace Jovanovich,1993.
[90]Edmonson B. The Wired Bunch[J]. American Demographics,1997,19 (6):10-15.
[91]Eggert a, ulaga w. Customer Perceived Value:A Substitute for Satisfaction in Business Markets?[J]. Journal of Business & Industrial Marketing,2002,17 (2/3):107-118.
[92]Engel, J F., Blackwell R D, Miniard P W. Consumer Behavior[M].8th Edition. Fort Worth, Texas: The Dryden Press,1995.
[93]Eroglu S A, Machleit K A, Davis L M. Atmospheric Qualities of Online Retailing A Conceptual Model and Implications[J]. Journal of Business Research,2001,54 (2):177-184.
[94]Eroglu S A, Machleit K A, Davis L M. Empirical Testing of a Model of Online Store Atmospherics and Shopper Responses[J]. Psychology & Marketing,2003,20 (2):139-150.
[95]Fazio R, Zanna M P. Direct Experience and Attitude-Behavior Consistency [J]. Advances in Experimental Social Psychology,1981,14 (1):161-202.
[96]Festinger, L. A Theory of Cognitive Dissonance. Evanston, IL:Row & Peter-son,1957.
[97]Fishbein M, Ajzen I. Belief, Attitude, Intention and Behavior:An Introduction to Theory and research[M]. Addison-Wesley, Reading, Ma,1975.
[98]Fornell C, Larcker D F. Evaluating Structural Equation Models With Unobservable Variables and Measurement Error[J]. Journal of Marketing Research,1981,18 (1):39-50
[99]Fornell C.A National Customer Satisfaction Barometer:The Swedish Experience[J]. Journal of Marketing,1992,56 (1):6-21.
[100]Fornell C, Johnson M D, Anderson E W, et al. The American Customer Satisfaction Index:Nature, Purpose, and Findings[J]. Journal of Marketing,1996,60 (4):7-18.
[101]Gefen D. E-Commerce:The Role of Familiarity and Trust[J]. Omega,2000,28 (6):725-737.
[102]Gefen D. Customer Loyalty in E-Commerce[J]. Journal of the Association for Information Systems, 2002,3 (3):27-51.
[103]Gefen D, Karahanna E, Straub D W. Inexperience and Experience With Online Stores:The Importance of TAM and Trust[J]. IEEE Transactions on Engineering Management,2003,50 (3): 307-32
[104]Gerbing D W, Anderson J C. An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment[J]. Journal of Marketing Research,1988,25 (2):186-192.
[105]Gilly M C, Wolfinbarger M. eTailQ:Dimensionalizing, Measuring and Predicting Etail Quality[J]. Journal of Retailing,2003,79 (3):183-198.
[106]Grewal D, Iyer G R, Krishnan R, et al. The Internet and the Price-Value-Loyalty Chain[J]. Journal of Business Research,2003,56 (5):353-419.
[107]Hair J F, Anderson R E, Tatham R L, et al. Multivariate data Analysis[M]. Englewood Cliffs: Prentice-Hall,1998.
[108]Hallowell R. The Relationship of Customer Satisfation, Customer Loyalty, and Profitability:An Empirical Study[J]. International Journal of Service Industry Management,1996,7 (4):27-42.
[109]Hellier P K, Geursen G M, Carr R A, Rickard J A. Customer Repurchase Intention:A General Structural Epuation Model[J]. European Journal of Marketing,2003,37 (11/12):1762-1800.
[110]Heskett J L, Sasser Jr. W E, Hart C W. Service Breakthroughs:Changing the Rules of the Game[M]. New York:the Free Press,1990.
[111]Hoffman D, Novak T P. Marketing in Hypermedia Computer-Mediated Environments:Conceptual Foundation[J]. Journal of Marketing,1996,60 (3):50-68.
[112]Hogarth R, Einhorn H. Order Effects in Belief Updating:The Belief-Adjustment Model [J]. Cognitive Psychology,1992,24 (1):1-55.
[113]Ho H, Wu W H. Antecedents of Customer Satisfaction on the Internet:An Empirical Study of Online Shopping[C]. Proceedings of the 32nd Hawaii International Conference on System Sciences,1999: 1-9.
[114]Holbrook M B, Hirschman E C. The Experiential Aspects of Consumption:Consumer Fantasies, Feelings, and Fun[J]. Journal of Consumer Research,1982,9 (2):132-140.
[115]Holbrook M B. Customer Value:A Framework For Analysis and Research[J]. Advances in Consumer Research,1996,23 (1):138-142.
[116]Howard J, Sheth J. The Theory of Buyer Behavior[M]. New York:John Wiley and Sons,1969.
[117]Hsu C L, Lu H P. Why do People Play Online Games? An Extended TAM With Social Influences and Flow Experience[J]. Information & Management,2004,41 (7):853-868.
[118]Hui K L, Teo H H, Lee S Y T. The Value of Privacy Assurance:An Exploratory Field Experiment[J]. MIS Quarterly,2007,31 (1):19-33.
[119]Hui M K, Dube L. Chebat J C. The Impact of Music on Consumers'Reactions to Waiting for Services[J]. Journal of Retailing,1997,73 (1):87-104.
[120]Janda S, Trocchia P J, Gwinner K P. Consumer Perceptions of Internet Retail Service Quality[J]. International Journal of Service Industry Management,2002,13 (5):412-431.
[121]Jarratt D E. A Shopper Taxonomy for Retail Strategy Development[J]. The International Review of Retail Distribution and Consumer Research,1996,6 (3):196-215.
[122]Jarvenpaa S L, Todd P A. Isthere a Future for Retaioing on the Internet[M]//Peterson R A. Elctronic Marketing and the Consumer. Thousand osks, California:Sage Publications, Inc.,1997:139-154.
[123]Jin B, Park J Y. The Moderating Effect of Online Purchase Experience on the Evaluation of Online Store Attributes And The Subsequent Impact On Market Response Outcomes[J]. Advances in Consumer Research,2006,33 (1):203-211.
[124]Johnson M D, Fornell C. A Framework for Comparing Customer Satisfaction Aacross Individuals and Product Categories[J]. Journal of Economic Psychology,1991,12 (2):267-286.
[125]Johnson M D, Gustafsson A, Andreassen T W, et al. The Evolution and Future of National Customer Satisfaction Index Models[J]. Journal of Economic Psychology,2001,22 (2):217-245.
[126]Johnston R. The Determinants of Service Quality:Satisfiers And Dissatisfiers[J]. International Journal of Service Industry Management,1995,8 (5):53-71.
[127]Jones K, Leonard L K. Consumer-to-Consumer Electronic Commerce:A Distinct Research Stream[J]. Journal Of Electronic Commerce in Organizations,2007,5 (4):39-54.
[128]Jones M A, Reynolds K E, Arnold M. Hedonic and Utilitarian Shopping Value:Investigating Differential Effects on Retail Outcomes[J]. Journal of Business Research,2006,59 (9):974-981.
[129]Jun M, Peterson R, Zsidisin G A. The Identification and Measurement of Quality Dimensions in Heaoth Care:Focus Group Interview Result[J]. Health Care Management Review,1998,23 (4): 81-96.
[130]Jun M, Yang Z, Kim D. Customers' Perceptions of Online Retailing Service Quality and Their Satisfaction[J]. The International Journal of Quality & Reliability Management,2003,21(8): 817-840.
[131]Kaynama S A, Black P C. A Proposal to Assess the Service Quality of Online Travel Agencies:An Exploratory Study[J]. Journal of Professional Services Marketing,2000,21 (1):63-88
[132]Kettinger W J, Lee C C. Pragmatic Perspectives on the Measurement of Information Systems Service Quality[J]. MIS Quarterly,1997,21 (2):223-240.
[133]Khalifa M, Liu V. Online Costomer Rentention:Contingent Effects Of Online Shopping Habit And Online Shopping Experience[J]. European Journal of Information Systems,2007,16 (6):780-792.
[134]Kim C, University Y, Zhao K W, et al. An Empirical Study on the Integrated Framework of e-CRM in Online Shopping:Evaluating the Relationships Among Perceived Value, Satisfaction, and Trust Based on Customers' Perspectives[J]. Journal of Electronic Commerce in Organizations,2008,6 (3):1-9.
[135]Kim J, Jin B, Swinney J L. The Role of Etail Quality, E-satisfaction and E-trust in Online Loyalty Development Process[J]. Journal of Retailing and Consumer Services,2009,16 (4):239-247.
[136]Kim S Y, Lim Y J. Consumers' Perceived Importance of and Satisfaction' with Internet Shopping[J]. Electronic Markets,2001,11 (3):148-154.
[137]King W R, He J. A meta-analysis of the Technology Acceptance Model [J]. Information & Management,2006,43 (6):740-755.
[138]Kohli R, Devaraj S, Mahmood M A. Understanding Determinants of Online Consumer Satisfaction: A Decision Process Perspective[J]. Journal of Management Information Systems,2004,21 (1): 115-135.
[139]Kotler P, Bloom P N. Marketing Professional Services[M]. Prentice-Hall,1984.
[140]Kuo Y F. A Study on Service Quality of Virtual Community Websites[J]. Total Quality Management, 2003,14 (4):461-473.
[141]Kuo Y F, Wu C M, Deng W J. The Relationships Among Service Quality, Perceived Value, Customer Satisfaction, and Post-Purchase Intention in Mobile Value-Added Services[J]. Computers in Human Behavior,2009,25 (4):887-896.
[142]Lam S Y, Shankar V, Erramilli M K. Murthy B. Customer Value, Satisfaction, Loyalty, and Switching Cost:An Illustration From a Business-To-Business Service Context[J]. Journal of the Academy of Marketing Science,2004,32 (3):293-311.
[143]Lapierre J, Filiatrault P, Chebat J. Value Strategy Rather than Quality Strategy:A Case of Business-to-Business Professional Services[J]. Journal of Business Research,1999,45 (2): 235-246.
[144]Latour S A, Peat N C. Conceptual and Methodological Issues in Consumer Satisfaction Researce[M]//Wilkie W L. Advances in Consumer Research. Ann Arbor, ML:Association for Consumer Research, Vol.6,1979:431-437.
[145]Lee M Y, Kim Y K, Fairhurst A. Shopping Value in Online Auctions:Their Antecedents and Outcomes[J]. Journal of Retailing and Consumer Services,2009,16 (3):75-82.
[146]Leonard L N K, Jones K.. The Role of Self-Efficacy, Trust,and Experience and the Mediating Effects of Satisfaction in the Choice of C2C E-Commerce Among Young Adults[J]. Journal of Electronic Commerce in Organizations,2009,7 (3):1-20.
[147]Lin H F. The Impact of Website Quality Dimensions on Customer Satisfaction in the B2C E-commerce Context[J]. Total Quality Management,2007,18 (4):363-378.
[148]Liu C, Amett K P. Exploring the Factors Associated With Web Site Success In the Context of Electronic Commerce[J]. Information Management,2000,38 (1):23-33.
[149]Liu x, He M, Gao F, Xie P. An Empirical Study Of Online Shopping Customer Satisfaction In China: A Holistic Perspective[J]. International Journal of Retail & Distribution Management,2008,36 (11):919-940.
[150]Loiacono E T, Watson R T, Goodhue D L. WebQual:A Measure of Website Quality[C]//Evans K, Scheer L (Eds).2002 Marketing Educators'Conference:Marketing Theory and Applications,2002, 13 (4):432-437.
[151]Madu C N, Madu A A. Dimensions of E-quality[J]. International Journal of Quality & Reliability Management,2002,19 (3):246-258.
[152]Manes S. Web Sites:Slow by Design?[J]. Information Week,1997,642:124.
[153]Marsh H W, Hau K T, Balla J R, et al. Is More Ever Too Much:The Number of Indicators per Factor in Confirmatory Factor Analysis[J]. Multivariate Behavior Research,1998,33 (2):181-220.
[154]Mathwick C, Malhotra N K, Rigdon E. Experiential Value:Conceptualization, Measurement and Application in the Catalog and Internet Shopping Environment[J]. Journal of Retailing,2001,77 (1):39-56.
[155]Mathwick C, Malhotra N K, Rigdon E. The Effect of Dynamic Retail Experiences on Experiential of Value:An Internet and Catalog Comparison[J]. Journal of Retailing,2002,78 (1):51-60.
[156]Mcdougall G H G, Levesque T. Customer Satisfaction with Services:Putting Perceived Value into the Equation[J]. Journal of Services Marketing,2000,14 (5):392-410.
[157]Mehrabian A, Russell J A. An Approach to Environmental Psy-Chology[M]. Cambridge, Ma:MIT Press,1974.
[158]Meuter M L, Ostrom A, Roundtree R I, et al. Self-Service Technologies:Understanding Customer Satisfaction with Technoiogy-Based Service Encounters[J]. Journal of Marketing,2000,64 (3): 50-64.
[159]Miller J A. Studying Satisfaction, Modifying Models, Eliciting Expectations, PosingProblems and Making Meaningful Measurements[M]//Hunt H K. Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction. Cambridge, MA:Marketing Science Institute,1977: 72-91.
[160]Moresu C P, Lehmann D R, Markman A B. Entrenched Knowledge Structures and Consumer Response to New Products[J]. Journal of Marketing Research,2001,38 (1):14-29.
[161]Muylle S, Moenaert R, Despontin M. The Conceptualization and Empirical Validation of Web Site User Satisfaction[J]. Information & Management,2004,41 (5):543-560.
[162]Nunnally J C. Pyschometric Theory[M]. New York:McGraw-Hill,1967.
[163]Nunnally J C. Psychometric Theory [M].2nd ed. New York, NY:McGraw-Hill,1978.
[164]Oliver R. Measurement and Evaluation of Satisfaction Process in Retail Setting[J]. Journal of Retailing,1981,57(3):25-48.
[165]Oliver R. Cognitive, Affective, and Attribute Bases of the Satisfaction Response[J]. Journal of Consumer Research,1993,20 (3):418-430.
[166]Oliver R L. A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions [J]. Journal of Marketing Research,1980,17 (4):460-469.
[167]Oliver R L, Desarbo W S. Response Determinants in Satisfaction Judgments[J]. Journal of Consumer Research,1988,14 (3),495-507.
[168]Oliver R L. Varieties of Value in the Consumption Satisfaction Response[J]. Advances in Consumer Research Volume,1996,23 (1):143-147.
[169]Oliver R L. Satisfaction:A Behavioral Perspective on the Consumer[M]. New York:Themcgraw Hill Companies, Inc.,1997.
[170]Olshavaky R W, Miller J A. Consumer Expectations, Product Performance and Perceived Product Quality[J]. Journal of Marketing Research,1972,9 (1):19-21.
[171]O'Neill M, Wrigth C, Fitz F. Quality Evaluation in Online Service Environments:An Application of the Importance Performance Meaxurement Technique[J]. Managing Service Quality,2001,11 (6): 402-417.
[172]Ostrom A, Iacobucci D. Consumer Trade-Offs and the Evaluation of Services[J]. Journal of Marketing,1995,59(1):17-28.
[173]Ou C X J, Davis R M. Why Ebay Lost to Taobao in China:The Global Advantage[J]. Communications of the ACM,2009,52 (1):145-148.
[174]Overby J w, Lee E J. The Effects of Utilitarian and Hedonic Online Shopping Value on Consumer Preference And Intentions[J]. Journal of Business Research,2006,59 (10-11):1160-1166.
[175]Parasuraman A, Zeithaml V A, Berry L L. A Conceptual Model of Service Quality and its Implications for Future Research[J]. Journal of Marketing,1985,49 (4):41-50.
[176]Parasuraman A, Zeithaml V A, Berry L L. Servqual:A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality[J]. Journal of Retailing,1988,49 (1):12-39.
[177]Parasuraman A, Zeithaml V A, Berry L L. Understanding Customer Expectations of Service[J]. MIT Sloan Management Review,1991,32 (3):39-48.
[178]Parasuraman A, Grewal D. The Impact of Technology on the Quality-Value-Loyalty Chain:A Research Agenda[J]. Journal of the Academy of Marketing Science,2000,28 (1):168-174.
[179]Parasuraman A, Malhotra A. E-S-QUAL A Multiple-Item Scale for Assessing Electronic Service Quality[J]. Journal of Service Research,2005,7 (3):213-233.
[180]Patterson P G, Spreng R A. Modeoing The Rela-Tionship Between Perceived Value, Satisfaction and Repurchase Intentions in a Business-Business,Services Context:An Empirical Examination[J]. International Journal of Service Industry Management,1997,8 (5):414-434.
[181]Pavlou P A, Liang H, Xue Y. Understanding and Mitigating Uncertainty in Online Relationships:A Principal-Agent Perspective[J]. MIS Quarterly,2007,31 (1):105-136.
[182]Peterson R A, Balasubramanian S, Bronnenberg B J. Exploring the Implications of fhe Internet for Consumer Marketing[J]. Journal of the Academy of Marketing Science,1997,25 (4):329-349.
[183]Peterson R A. Electronic Marketing:Visions, Definitions, and Implications[M]//Peterson R A. Elctronic Marketing and the Consumer. Thousand osks, California:Sage Publications, Inc.,1997: 1-16.
[184]Petty R E, Cacioppo J T. Attitudes and Persuasion:Classic and Contemporary Approaches[M]. Dubuque, IA:William C Brown,1981.
[185]Petty R E, Cacioppo J T, Schumann D. Central and Peripheral Routes to Advertising Effectiveness: The Moderating Role of in Volvement[J]. Journal of Consumer Research,1983,10 (2):135-146.
[186]Philips F, Donoho A, Keep W W, et al. Electronically Connecting Retailers and Customers:Interim Summary of an Expert Roundtabl[M]//Peterson R A. Electronic Marketing and the Consumer, Thousand Oaks, California:Sage Publications, Inc.,1997:101-122.
[187]Pickle H B, Bruce R. Consumerism, Product Satisfaction/Dissatisfaction:An Empirical Investigation[J]. Southern Journal of Business,1972,7 (11):87-100.
[188]Pitt 1 F, Watson R T, Kavan C B. Service Quality:A Measure of Information Systems Effectiveness[J]. MIS Quarterly,1995,19(2):173-187.
[189]Prus R, Dawson L. Shop'Til You Drop:Shopping as Recreational an Laborious Activity[J]. Canadian Journal of Sociology,1991,16 (2):145-164.
[190]Ranganathan C, Ganapathy S. Key Dimensions of Business-to-Consumer Web Sites[J]. Information & Management,2002,39 (6):457-465.
[191]Ravald A, Gronroos C. The Value Concept and Relationship Marketing[J]. European Journal of Marketing,1996,30 (2):19-30.
[192]Reibstein D J. What Attracts Customers to Online Stores, and What Keeps Them Coming Back?[J]. Journal of the Academy of Marketing Science,2002,30(4):465-473.
[193]Reichheld F F, Sasser W E J. Zero Defections:Quality Comes to Services[J]. Harvard Business Review,1990,68 (5):2-9.
[194]Reichheld F F, Schefter P. E-Loyalty Your Secret Weapon on the Web[J]. Harvard Business Review, 2000,78 (4):105-113.
[195]Roen L D, Karwan K R. Prioritizing the Dimensions of Service Quality:An Empirical Investigation and Strategic Assessment[J]. International Journal of Service Industry Management,1994,5 (4): 39-52.
[196]Rodgers W, Negash S, Suk K. The Moderating Effect of On-line Experience on the Antecedents and Consequences of On-Line Satisfaction[J]. Psychology & Marketing,2005,22 (4):1-19.
[197]Rust R T,Inman J J, Jia J, et al.. What You Don't Know about Customer-Perceived Quality:The Role of Customer Expectation Distributions[J]. Marketing Science,1999,18 (1):77-92.
[198]Ruyter K D, Martin W, Mirella, K. Customer Adoption of E-service:An Experimental Study[J]. International Journal of Service Industry Management,2001,12 (2):184-207.
[199]Sasser W E, Olsen R P, Wyckoff D D. Management of Service Operations:Text and Cases[M]. Boston:Allyn & Bacon,1978.
[200]Seddon P B. A Respecification and Extension of the Delone and Mclean Model of is Success[J]. Information Systems Research,1997,8 (3):240-253.
[201]Shankar V, Smith A K, Rangaswamy A. Customer Satisfaction and Loyalty in Online and Offline Environments[J]. International Journal of Research in Marketing,2003,20 (2):153-175.
[202]Sheth J N, Newman B I, Gross B L. Why We Buy, What We Buy:A Theory of Consumption Values[J]. Journal of Business Research,1991,22 (2):159-170.
[203]Smith A K, Boiton R N, Wagner J. A Model of Customer Satisfaction With Service Encounters Involving Failure and Recovery[J]. Journal of Marketing,1999,36 (3):356-372.
[204]Spangenberg E R, Crowley A E, Henderson P W. Improving the Store Environment:do Olfactory Cues Affect Evaluations and Behaviors?[J]. Journal of Marketing,1996,60 (2):67-80.
[205]Spreng R A. Olshavsky R W. A Desires Congruency Model of Consumer Satisfaction[J]. Journal of the Academy of Marketing Science,1993,21 (3):169-177.
[206]Spreng R A, MacKenzie, S B, Olshavsky R W. A Reexamination of the Determinants of Consumer Satisfaction[J]. Journal of Marketing,1996,60 (3):15-32.
[207]Srinivasan S S, Anderson R, Ponnavolu K. Customer Loyalty in E-Commerce:An Exploration of Its Antecedents and Consequences[J]. Journal of Retailing,2002,78 (1),41-50.
[208]Starbuck W J, Webster J. When is Play Productive[J]. Accounting, Management, and Information Technology,1991,1(1):71-90
[209]Stone G P. City Shoppers and Urban Identification[J]. American Journal of Sociology,1954,60 (1): 36-45.
[210]Swan J E,Trawick I F. Satisfaction Related to Predictive vs. Desired Expectations[M]//Hunt H K, Oliver R L, Swan J E. Equity and Disconfirmation Perceptions as Influences on Merchant and Product Satisfaction[J]. Journal of Consumer Research,1989,16 (3):372-383.
[211]Sweeney J C, Soutar G N, Johnson L W. The Role of Perceived Risk in the Quality-Value Relationship:A Study in a Retail Environment[J]. Journal of Retailing,1999,75 (1):77-105.
[212]Sweeney J C, Soutar G N. Consumer Perceived Value:The Development of a Multiple Item Scale[J]. Journal of Retailing,2001,77 (3):203-220.
[213]Szymanski D M, Hise R T. E-satisfaction an Initial Examination[J]. Journal of Retailing,2000,76 (3):309-322.
[214]Szymanski D M, Henard D H. Customer Satisfaction:A Meta-Analysis of the Empirical Evidence[J]. Journal of the Academy of Marketing Science,2001,29 (16):17-35.
[215]Tauber E M. Why Do People Shop[J]. Journal of Maketing,1972,36 (4):46-59.
[216]Teas R K, Decarlo T E. An Examination and Extension of the Zone-of-Tolerance Model:a Comparison to Performance-Based Models of Perceived Quality[J]. Journal of Service Research, 2004,6 (3):272-286.
[217]Tse D K, Welton P C. Models of Consumer Satisfaction Formation:An Extension[J]. Journal of Marketing Research,1988,25 (2):204-212.
[218]van Dyke T P, Kappelman L A, Prybutok V R. Measuring Information Systems Service Quality: Concerns on the Use of the Servqual Questionnaire[J]. MIS Quarterly,1997,21 (2):195-208.
[219]van Riel A C R, Liljander V, Jurriens P. Exploring Consumer Evaluations of E-Services:A Portal Site[J]. International Journal of Service Industry Management,2001,12 (4):359-377.
[220]Wang Y S. Assessing E-Commerce Systems Success:Arespecification and of The Delone and Mclean Model of is Success[J]. Information Systems,2008,18 (5):529-557.
[221]Warwick D, Lininger, C. The Sample Survey:Theory and Practice[M]. New York:McGraw-Hill, 1975.
[222]Webster J, Marocchio J J. Microcomputer Playfulness:Development of a Measure with Workplace Implications[J]. MIS Quarterly,1992,16(2):201-26
[223]Westbrook R A, Reilly M D. Value-Percept Disparity:An Alternative to the Disconfirmationof Expectations Theory of Consumer Satisfaction[M]//Bagozzi R P, Tybout A M. Advances in Consumer Research. Ann Arbor, MI:Association for Consumer Research, Vol.10,1983:256-261.
[224]Westbrook R A, Black W C. A Motivation-Based Shopper Typology[J]. Journal of Retailing,1985, 61(3):78-103.
[225]Williams R H, Painter J J, Nicholas H R. A Policy-Oriented Typology of Grocery Shoppers[J]. Journal of Retailing,1978,54 (1):27-43.
[226]Wolfinbarger M, Gilly M C. Shopping Online for Freedom, Control, and Fun[J]. California Management Review,2001,43 (2):34-55.
[227]Wolfinbarger M, Gilly M C. eTailQ Dimensionalizing, Measuring And Predicting Etail Quality[J]. Journal of Retailing,2003,79 (3):183-198.
[228]Woodruff R B, Cadotte E R, Jenkins R L. Modeling Consumer Satisfaction Processes Using Experience-Based Norms[J]. Journal of Marketing Research,1983,20 (3):296-304.
[229]Woodruff R B, Gardial S F. Know Your Customer:New Approaches to Understanding Customer Value and Satisfaction[M]. Cambridge:Blackwell Puboishers Inc.,1996.
[230]Yalch R F, Spangenberg E R. Effects of Store Music on Shopping Behavior[J]. Journal of Consumer Marketing,1990,7 (2):55-63.
[231]Yang Z, Peterson R T, Cai S. Services Quality Dimensions of Internet Retaioing:An Exploratory Analysis[J]. Journal of Services Marketing,2003,17 (7):685-700.
[232]Yang Z, Fang X. Online Service Quality Dimensions and Their Relationships With Satisfaction[J]. International Journal of Service Industry Management,2004,15(3):302-326.
[233]Yang Z, Cai S, Zhou Z, et al. Development and Validation of an Instrument to Measure User Perceived Service Quality of Information Presenting Web Portals[J]. Information Management, 2005,42 (4):575-589.
[234]Yang Z, Jun M. Consumer Perception of E-Service Quality: From Internet Purchaser and Non-purchaser Perspectives[J]. Journal of Business Strategies,2008,25 (2):60-84.
[235]Yoo B, Donthu N.Developing a Scale to Measure the Perceived Quality of an Internet Shopping Site (SITEQUAL)[J]. Quarterly Journal of Electronic Commerce,2001,2 (1):31-47.
[236]Yoo W S,Lee Y, Park J. The Role of Interactivity in E-tailing Creating:Value and Increasing Satisfaction[J]. Journal of Retailing and Consumer Services,2010,17 (2):89-96.
[237]Zanna M P, Olson J M, Fazio R H. Attitude-Behaviour Consistency:An Individual difference perspective[J]. Journal of Personality and Social Psychology,1980,38 (3):432-440.
[238]Zeithaml V A, Berry L L, Parasuraman A. Communication and Control Processes in the Delivery of Service Quality[J]. Journal of Marketing,1988,52 (2):35-48.
[239]Zeithaml V A, Berry L L, Parasuraman A. The Nature and Determinants of Customer Expectations of Service[J]. Journal of the Academy of Marketing Science,1993,21 (2):1-12.
[240]Zeithaml V A, Berry L L, Parasuraman, A. The Behavioral Consequences of Service Quality[J]. Journal of Marketing,1996,60 (2),31-46.
[241]Zeithaml V A, Parasuraman A, Malhotra A. A Conceptual Framework for Understanding e-Service Quality:Implications for Future Research and Managerial Practice.2000, working paper.
[242]Zeithaml V A, Paraxuraman A, Malhotra A. Service Quality Delivery Through Web Sites:A Critical Review of Extant Knowledge[J]. Journal of the Academy of Marketing Science,2002,30 (4): 362-375.
[243]Zhang X, Prybutok V R. A Consumer Perspective of E-Service Quality[J]. IEEE Transactions on Engineering Management,2005,52 (4):461-477.
[2]风笑天.社会学研究方法(第三版)[M].中国人民大学出版社,2009.
[3]黄芳铭.结构方程模式理论与应用[M].中国税务出版署,2005.
[4]侯杰泰,温忠麟,成子娟.结构方程及其应用[M].教育科学出版社,2004.
[5]李纯青,孙瑛,郭承运.e-服务质量决定因素与测量模型研究[J].运筹与管理,2004,13(3)：133-136.
[6]申文果,谢礼珊,张秀娟.B2C电子商务环境中顾客满意感的形成机理研究[J].消费经济,2006,23(1)：48-51.
[7]苏秦,刘野逸,曹鹏.C2C电子商务服务质量实证研究[J].商业研究,2010,395(3)：214-216.
[8]汪旭晖,徐健.基于转换成本调节作用的网上顾客忠诚研究[J].中国工业经济,(12)：113-123.
[9]吴冠之,张艳妍.B2C环境下感知服务质量与顾客满意度的关系研究[J].电子商务,2008,10(5)：1-36.
[10]余佳.电子商务环境下顾客满意度和忠诚度的研究[J].科技情报开发与经济,2009,9(30)：101-103.
[11]查金祥,王立生.网络购物顾客满意度影响因素的实证研究[J].管理科学,2006,19(1)：51-58.
[12]查金祥,陈明亮.网络商店服务质量与消费者购物意愿关系[J].市场营销,2005,19(8)：51-55.
[13]Abbott M, Chiang K P, Hwang Y, Paquin J, Zwick D. The Process of On-Line Store Loyalty Formation[J]. Advances in Consumer Research,2000,27 (1):145-150.
[14]Adamson I, Shine J. Extending the New Technology Acceptance Model to Measure the End User Information Systems Satisfaction in a Mandatory Environment:A Bank's Treasury [J]. Technology Analysis & Strategic Management,2003,15 (4):441-455.
[15]Ajzen I, Fishbein M. Understanding Allitudes and Predicling Social Behavior[M]. Prentice-Hall, Englewood Cliffs,1980
[16]Ajzen I. Attitudes, Personality, and Behavior[M]. Chicago:Dorsey Press,1988.
[17]Aladwani A M, Palvia P C. Developing and Validating an Instrument for Measuring User-Perceived Web Quality[J]. Information & Management,2002,39 (6):467-476.
[18]Al-Gahtani S S, King M. Attitudes, Satisfaction and Usage:Factors Contributing to Each in the AccepTance of Information Technology [J]. Behaviour & Information Technology,1999,18 (4): 277-297.
[19]Alsop S. The Dawn of E-Service[J]. Fortune,1999,138 (9):243-244.
[20]Amazon's Amazing Ambition[J]. Economist,2000,354 (8159):24-24
[21]Anderson E W, Fornell C, Lehmann D R. Customer Satisfaction, Market Share, and Profitability Findings From Sweden[J]. Journal of Marketing,1994,58 (3):53-66.
[22]Anderson R E, Srinivasan S S. E-Satisfaction and E-Loyalty:A Contingency Framework[J]. Psychology & Marketing,2003,20 (2):123-138.
[23]Andreassen T W, Lindestad B. Customer Loyalty and Complex Services:The Impact of Corporate Image on Quality, Customer Satisfaction and Loyalty for Customers With Varying Degrees of Service Expertise[J]. International Journal of Service Industry Management,1998,9 (1):7-23.
[24]Aragon L. Banking on IT[J]. Pc Week,1997,14 (23):137-138.
[25]Arnold M J, Reynolds K E. Hedonic Shopping Motivations[J]. Journal of Retailing,2003,79 (1): 77-95.
[26]Babin B F, Lee Y K, Kim E F, et al. Modeling Consumer Satisfaction and Word-of-Mouth: Restaurant patronage in Korea[J]. Journal of Services Marketing,2005,193):133-139.
[27]Babin B J, Darden W, Griffin M. Work and/or Fun:Measuring Hedonic and Utilitarian Shopping Value[J]. Journal of Consumer Research,1994,20 (4):644-656.
[28]Babin B J, Attaway J S. Atmospheric Affect as a Tool for Creating Value and Gaining Share of Custoner[J]. Journal of Business Research,2000,49 (2):91-99.
[29]Bagozzi R P. The Seif-Regulation of Attitudes, Intentions, and Behavior[J]. Social Psychology Quarterly,1992,55 (2):178-204.
[30]Bailey J, Pearson S W. Development of a Tool for Measuring and Analyzing Computer User Satisfaction[J]. Management Science,1983,29 (5):530-545.
[31]Baker J. The Role of Environment in Marketing Services:The Consumer Perspective[M]//Czpeil J A, Congram C, Shanaham J. The Services Marketing Challenge:Integrated for Competitive Advantage. Chicago:American Marketing Association,1986:79-84.
[32]Barnes S, Vidgen R T. An Integrative Approach to the Assessment of E-Commerce Quality [J]. Journal of Electronic Commerce Research,2002,3 (3):114-127.
[33]Bauer H H, Falk T, Hammerschmidt M. eTransQual:A Transaction Process-Based Approach for Capturing Service Quality in Online Shopping[J]. Journal of Business Research,2006,59 (7): 866-875.
[34]Bearden W O, Teel J E. Some Determinants of Consumer Satisfaction and Complaint[J]. Journal of Marketing Research,1982,20 (1):7-27.
[35]Belizzi J A, Crowley A E, Hasty R W. The Effects of Color in Store Design[J]. Journal of Retailing, 1983,59(1):21-45.
[36]Bellenger D N, Korgaonkar P K. Profiling the Recreational Shopper[J]. Joural of Retailing,1980,56 (3):77-91.
[37]Bienstock C C. Measuring Physical Distribution Service Quality[J]. Journal of the Academy of Marketing Science,1997,25 (1):31-44.
[38]Bitner M J. Servicescapes:The Impact of Physical Surroundings on Customers and Employees[J]. Journal of Marketing,1992,56 (2):57-71.
[39]Blackwell S A, Szeinbach S L, Barnes J H, et al. The Antecedents of Customer Loyalty:An Empirical Investigation of the Role of Personal and Situational Aspects on Repurchase Decisions[J]. Journal of Service Research,1999,1 (4):300-312.
[40]Blake B F, Neuendorf K A. Innovativeness and Variety Of Internet Shopping[J]. Internet Research: Electronic Networking,2003,13 (3):156-169.
[41]Bloch P H, Ridgway N M. Dawson S A. The Shopping Mall as Consumer Habitat[J]. Journal of Retailing,1994,70 (1):23-42.
[42]Bolten R N, Drew j h. A Longitudinal Analysis of the Impact of Service Changes on Customer ATtitudes[J]. Journal of Marketing,1991,55 (1):57-71.
[43]Bone P F, Jamtrania S. Olfaction as a Cue for Product Quality[J]. Marketing Letters,1992,3 (3): 289-296.
[44]Brady M K, Cronin J J Jr, Brand R R. Performance-Only Measurement of Service Qualities:A Replication and Extension[J]. Journal of Business Reearch,2002,55 (1):17-31.
[45]Bruner G C, Kumar A. Web Commercials and Advertising Hierarchy-of-Effects[J]. Journal of the Advertising Research,2000,4 (1/2):35-43.
[46]Burke R R. Real Shopping in a Virtual Store[M]//Peterson R A. Electronic Marketing and the Consumer. Thousand Oaks, California:Sage Publications, Inc.,1977:81-88.
[47]Butcher J J Jr, Brady M K, Hult G T. Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments[J]. Journal or Retailing, 2000,76(2):193-218.
[48]Butcher k, Sparks B, O'callaghan F. Evaluative and Relational Influences on SErvice Loyaity[J]. International Journal of Service Industry Management,2001,12 (4):310-327.
[49]Butz H E, Goodstein L D. Measuring Customer Value:Gaining the Strategic Advantage[J]. Organizational Dynamics,1996,24 (3):63-77.
[50]Cacioppo J T, Petty R E. Sex Differences in Influenceability:Toward Specifying the Underlying Processes[J].Personality and Social Psychology Bulletin,1980,6 (4):651-656.
[51]Cadotte E R, Woodruff R B, Jenkins R L. Expectations and Norms in Models of Consumer Satisfaction[J]. Journal of Marketing Research,1987,24 (3):305-314.
[52]Cai S, Xu Y. Effects Of Outcome, Process and Shopping Enjoyment on Online Consumer Behaviour[J]. Electronic Commerce Research and Applications,2006,5 (4):272-281.
[53]Cardozo R N. An Experimental Study of Customer Effort Expectation and Satisfaction[J]. Journal of Marketing Research,1965,2 (3):244-249.
[54]Carpenter J M, Fairhurst A. Consumer Shopping Value, Satisfaction, and Loyalty for Retail Apparel Brands[M]Journal of Fashion Marketing and Management,2005,9 (3):256-269.
[55]Carpenter J M. Consumer Shopping Value, Satisfaction and Loyalty in Discount Retailing[J]. Journal of Retailing and Consumer Services,2008,15 (5):358-363.
[56]Caruana A, Money A H, Berthon P R. Service Quality and Satisfaction-Moderating Role of Velue[J]. European Journal of Marketing,2000,34 (11/12):1338-1352.
[57]Caruana A, Ewing M T. The Psychometric Properties of eTail Quality[J]. International Marketing Review,2006,23 (4):353-370.
[58]Chang H H. Technical and Management Perceptions of Entrprise Information Systems Importance, Implementation and Benefits[J]. Information Systems Journal,2006,16 (3):263-292.
[59]Chang H H, Chen S W. The Impact of Customer Interface Quality, Satisfaction and Switching Costs on E-loyalty:Internet Experience as a Moderator[J]. Computers in Human Behavior,2008,24 (6): 2927-2944.
[60]Chang H H, Wang Y H, Yang W Y. The Impact of E-service Quality, Customer Satisfaction And Loyalty on E-Marketing:Moderating Effect of Perceived Value[J]. Total Quality Management, 2009,20 (4):423-433.
[61]Cheung C M K, Lee M K O. Consumer Satisfaction With Internet Shopping:A Research Framework and Propositions for Future Research[C]//ACM International Conference Proceeding Series:Vol. 113. New York:ACM,2005:327-334.
[62]Chen J, Zhang C, Yuan Y, et al. Understanding the Emerging C2C Electronic Market in China:An Experience-Seeking Social Marketplace[J]. Electronic Markets,2007,17 (2):87-100
[63]Chen Z, Dubinsky A J. A Conceptual Model of Perceived Customer Value in E-Commerce:A Preliminary Investigation[J]. Psychology & Marketing,2003,20 (4):323-347.
[64]Cho N, Park S. Development of Electronic Commerce User-consumer Satisfaction Index (ecusi) for Internal Shopping[J]. Industrial Management & Data Systems,2001,101 (8):400-405.
[65]Churchill G A Jr, Surprenant C. An Invsetigation into the Determinants of Customer Satisfaction[J]. Journal of Marketing Research,1982,19 (4):491-504.
[66]Citrin A, Sprott D, Silverman S, Stem D E. Adopting of Lnternet Shopping:The Role of Consumer Innovativeness[J]. Industrial Management & Data System,2000,13 (3):294-300.
[67]Collier J E, Bienstock C C. Measuring Service Quality in E-Retailing[J]. Journal of Service Research, 2006,8(3):260-275.
[68]Cottet P, Lichtle M C, Plichon V. The Role Of Value in Services:A Study in a Retail Environment[J]. Journal of Consumer Marketing,2006,23 (4):219-227.
[69]Cox F, Dale B G. Service quality And E-Commerce:An Exploratory Analysis[J]. Managing Service Quality,2001,11 (2):121-131.
[70]Cristobal E, Flavian C, Guinaliu M. Perceived E-Service Quality (PeSQ) Measurement Validation and Effects on Consumer Satisfaction and Web Site Loyalty[J]. Managing Service Quality,2007, 17 (3):317-340.
[71]Groeppel A, Bloch B. An Investigation of Experience-Oriented Consumers in Retailing[J]. The International Review of Retail Distribution and Consumer Research,1990,1 (4):101-108.
[72]Cronin J J Jr, Taylor D A. Measuring Service Quality:A Reexamination and Extension[J]. Journal of Marketing,1992,56 (3):55-68.
[73]Cronin J J Jr, Taylor D A. Servperf Versus Servqual::Reconciling Performance-Based and Perceptions-Expectations Measurement Of Service Quality[J]. Journal of Marketing,1994,58 (1): 125-131.
[74]Cronin J J Jr, Brady M K, Hult G T M. Assessing the Effects Of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments[J]. Journal of Retailing, 2000,76(2):193-218.
[75]Csikszentmihalyi M. Beyond Boredom and Anxiety[M]. San Francisco:Jossey-Bass,1977.
[76]Csikszentmihalyi M. The Future of Flow[M]//Csikszentmihalyi M, Csikszentmihalyi S. Optimal Experience:Psychological Studies of Flow in Consciousness. Cambridge:Cambridge University Press,1988:364-383.
[77]Darden W R, Reynolds F D. Shopping Orientations and Product Usage Rates[J]. Journal of Marketing Research,1971,8(4):505-508.
[78]Darden W R, Ashton D. Psychographics Profiles of Patronage Preference[J]. Journal of Retailing, 1975,50(1):99-112.
[79]Davis F D, Bagozzi R P, Warshaw P R. User Acceptance of Computer Technology A Comparison of Two Theoretical Models[J]. Management Science,1989,35 (8):982-1003.
[80]Davis F D. Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology[J]. MIS Quarterly,1989,13 (3):319-340.
[81]Day R L. Rerining Concepts and Measures of Consumer Satisfaction and Complaining Behavior[M]. Bloomington, IN:Indiana UniversitY,1980:7-12.
[82]Delone W H, Mclean E R. Information Systems Success:The Quest for the Dependent Variable[J]. Information Systems Research,1992,3 (1):80-95.
[83]Delone W H, Mclean E R. The Delone and Mclean Model of Information Systems Success:A Ten-Year Update[J]. Journal of Management Information Systems,2003,19 (4):9-30.
[84]Delone W H, Mclean E R. Measuring e-Commerce Success:Applying the DeLone & McLean Information Systems Success Model[J]. International Journal of Electronic Commerce,2004,9(1): 31-47.
[85]Devaraj S, Fan M, Kohli R. Antecedents Of B2c Channel Satisfacion and Preference:Validatinge-Commerce Metrics[J]. Information Systems Research,2002,13 (3):316-333.
[86]Doll W J, Torkzadeh G. The Measurement of End-User Computing Satisfaction[J]. MIS Ouarterly, 1988,12 (2):259-274.
[87]Donovan R J, Rossiter J R. Store Atmosphere:An Environmental Psycholoy Approach[J]. Journal of Retailing,1982,58(1):34-57.
[88]Durvasula S, Lysonski S, Mehta S C, et al. Forging Relations Hips With Services:The Anteced-Ents That Have an Impact on Behavioural Outcomes in the Life Insurance Industry[J]. Journal of Financial Services Marketing,2004,8 (4):314-326.
[89]Eagly A H, Chaiken S. The Psychology of Attitudes[M]. Forth Worth, Tx:Harcourt Brace Jovanovich,1993.
[90]Edmonson B. The Wired Bunch[J]. American Demographics,1997,19 (6):10-15.
[91]Eggert a, ulaga w. Customer Perceived Value:A Substitute for Satisfaction in Business Markets?[J]. Journal of Business & Industrial Marketing,2002,17 (2/3):107-118.
[92]Engel, J F., Blackwell R D, Miniard P W. Consumer Behavior[M].8th Edition. Fort Worth, Texas: The Dryden Press,1995.
[93]Eroglu S A, Machleit K A, Davis L M. Atmospheric Qualities of Online Retailing A Conceptual Model and Implications[J]. Journal of Business Research,2001,54 (2):177-184.
[94]Eroglu S A, Machleit K A, Davis L M. Empirical Testing of a Model of Online Store Atmospherics and Shopper Responses[J]. Psychology & Marketing,2003,20 (2):139-150.
[95]Fazio R, Zanna M P. Direct Experience and Attitude-Behavior Consistency [J]. Advances in Experimental Social Psychology,1981,14 (1):161-202.
[96]Festinger, L. A Theory of Cognitive Dissonance. Evanston, IL:Row & Peter-son,1957.
[97]Fishbein M, Ajzen I. Belief, Attitude, Intention and Behavior:An Introduction to Theory and research[M]. Addison-Wesley, Reading, Ma,1975.
[98]Fornell C, Larcker D F. Evaluating Structural Equation Models With Unobservable Variables and Measurement Error[J]. Journal of Marketing Research,1981,18 (1):39-50
[99]Fornell C.A National Customer Satisfaction Barometer:The Swedish Experience[J]. Journal of Marketing,1992,56 (1):6-21.
[100]Fornell C, Johnson M D, Anderson E W, et al. The American Customer Satisfaction Index:Nature, Purpose, and Findings[J]. Journal of Marketing,1996,60 (4):7-18.
[101]Gefen D. E-Commerce:The Role of Familiarity and Trust[J]. Omega,2000,28 (6):725-737.
[102]Gefen D. Customer Loyalty in E-Commerce[J]. Journal of the Association for Information Systems, 2002,3 (3):27-51.
[103]Gefen D, Karahanna E, Straub D W. Inexperience and Experience With Online Stores:The Importance of TAM and Trust[J]. IEEE Transactions on Engineering Management,2003,50 (3): 307-32
[104]Gerbing D W, Anderson J C. An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment[J]. Journal of Marketing Research,1988,25 (2):186-192.
[105]Gilly M C, Wolfinbarger M. eTailQ:Dimensionalizing, Measuring and Predicting Etail Quality[J]. Journal of Retailing,2003,79 (3):183-198.
[106]Grewal D, Iyer G R, Krishnan R, et al. The Internet and the Price-Value-Loyalty Chain[J]. Journal of Business Research,2003,56 (5):353-419.
[107]Hair J F, Anderson R E, Tatham R L, et al. Multivariate data Analysis[M]. Englewood Cliffs: Prentice-Hall,1998.
[108]Hallowell R. The Relationship of Customer Satisfation, Customer Loyalty, and Profitability:An Empirical Study[J]. International Journal of Service Industry Management,1996,7 (4):27-42.
[109]Hellier P K, Geursen G M, Carr R A, Rickard J A. Customer Repurchase Intention:A General Structural Epuation Model[J]. European Journal of Marketing,2003,37 (11/12):1762-1800.
[110]Heskett J L, Sasser Jr. W E, Hart C W. Service Breakthroughs:Changing the Rules of the Game[M]. New York:the Free Press,1990.
[111]Hoffman D, Novak T P. Marketing in Hypermedia Computer-Mediated Environments:Conceptual Foundation[J]. Journal of Marketing,1996,60 (3):50-68.
[112]Hogarth R, Einhorn H. Order Effects in Belief Updating:The Belief-Adjustment Model [J]. Cognitive Psychology,1992,24 (1):1-55.
[113]Ho H, Wu W H. Antecedents of Customer Satisfaction on the Internet:An Empirical Study of Online Shopping[C]. Proceedings of the 32nd Hawaii International Conference on System Sciences,1999: 1-9.
[114]Holbrook M B, Hirschman E C. The Experiential Aspects of Consumption:Consumer Fantasies, Feelings, and Fun[J]. Journal of Consumer Research,1982,9 (2):132-140.
[115]Holbrook M B. Customer Value:A Framework For Analysis and Research[J]. Advances in Consumer Research,1996,23 (1):138-142.
[116]Howard J, Sheth J. The Theory of Buyer Behavior[M]. New York:John Wiley and Sons,1969.
[117]Hsu C L, Lu H P. Why do People Play Online Games? An Extended TAM With Social Influences and Flow Experience[J]. Information & Management,2004,41 (7):853-868.
[118]Hui K L, Teo H H, Lee S Y T. The Value of Privacy Assurance:An Exploratory Field Experiment[J]. MIS Quarterly,2007,31 (1):19-33.
[119]Hui M K, Dube L. Chebat J C. The Impact of Music on Consumers'Reactions to Waiting for Services[J]. Journal of Retailing,1997,73 (1):87-104.
[120]Janda S, Trocchia P J, Gwinner K P. Consumer Perceptions of Internet Retail Service Quality[J]. International Journal of Service Industry Management,2002,13 (5):412-431.
[121]Jarratt D E. A Shopper Taxonomy for Retail Strategy Development[J]. The International Review of Retail Distribution and Consumer Research,1996,6 (3):196-215.
[122]Jarvenpaa S L, Todd P A. Isthere a Future for Retaioing on the Internet[M]//Peterson R A. Elctronic Marketing and the Consumer. Thousand osks, California:Sage Publications, Inc.,1997:139-154.
[123]Jin B, Park J Y. The Moderating Effect of Online Purchase Experience on the Evaluation of Online Store Attributes And The Subsequent Impact On Market Response Outcomes[J]. Advances in Consumer Research,2006,33 (1):203-211.
[124]Johnson M D, Fornell C. A Framework for Comparing Customer Satisfaction Aacross Individuals and Product Categories[J]. Journal of Economic Psychology,1991,12 (2):267-286.
[125]Johnson M D, Gustafsson A, Andreassen T W, et al. The Evolution and Future of National Customer Satisfaction Index Models[J]. Journal of Economic Psychology,2001,22 (2):217-245.
[126]Johnston R. The Determinants of Service Quality:Satisfiers And Dissatisfiers[J]. International Journal of Service Industry Management,1995,8 (5):53-71.
[127]Jones K, Leonard L K. Consumer-to-Consumer Electronic Commerce:A Distinct Research Stream[J]. Journal Of Electronic Commerce in Organizations,2007,5 (4):39-54.
[128]Jones M A, Reynolds K E, Arnold M. Hedonic and Utilitarian Shopping Value:Investigating Differential Effects on Retail Outcomes[J]. Journal of Business Research,2006,59 (9):974-981.
[129]Jun M, Peterson R, Zsidisin G A. The Identification and Measurement of Quality Dimensions in Heaoth Care:Focus Group Interview Result[J]. Health Care Management Review,1998,23 (4): 81-96.
[130]Jun M, Yang Z, Kim D. Customers' Perceptions of Online Retailing Service Quality and Their Satisfaction[J]. The International Journal of Quality & Reliability Management,2003,21(8): 817-840.
[131]Kaynama S A, Black P C. A Proposal to Assess the Service Quality of Online Travel Agencies:An Exploratory Study[J]. Journal of Professional Services Marketing,2000,21 (1):63-88
[132]Kettinger W J, Lee C C. Pragmatic Perspectives on the Measurement of Information Systems Service Quality[J]. MIS Quarterly,1997,21 (2):223-240.
[133]Khalifa M, Liu V. Online Costomer Rentention:Contingent Effects Of Online Shopping Habit And Online Shopping Experience[J]. European Journal of Information Systems,2007,16 (6):780-792.
[134]Kim C, University Y, Zhao K W, et al. An Empirical Study on the Integrated Framework of e-CRM in Online Shopping:Evaluating the Relationships Among Perceived Value, Satisfaction, and Trust Based on Customers' Perspectives[J]. Journal of Electronic Commerce in Organizations,2008,6 (3):1-9.
[135]Kim J, Jin B, Swinney J L. The Role of Etail Quality, E-satisfaction and E-trust in Online Loyalty Development Process[J]. Journal of Retailing and Consumer Services,2009,16 (4):239-247.
[136]Kim S Y, Lim Y J. Consumers' Perceived Importance of and Satisfaction' with Internet Shopping[J]. Electronic Markets,2001,11 (3):148-154.
[137]King W R, He J. A meta-analysis of the Technology Acceptance Model [J]. Information & Management,2006,43 (6):740-755.
[138]Kohli R, Devaraj S, Mahmood M A. Understanding Determinants of Online Consumer Satisfaction: A Decision Process Perspective[J]. Journal of Management Information Systems,2004,21 (1): 115-135.
[139]Kotler P, Bloom P N. Marketing Professional Services[M]. Prentice-Hall,1984.
[140]Kuo Y F. A Study on Service Quality of Virtual Community Websites[J]. Total Quality Management, 2003,14 (4):461-473.
[141]Kuo Y F, Wu C M, Deng W J. The Relationships Among Service Quality, Perceived Value, Customer Satisfaction, and Post-Purchase Intention in Mobile Value-Added Services[J]. Computers in Human Behavior,2009,25 (4):887-896.
[142]Lam S Y, Shankar V, Erramilli M K. Murthy B. Customer Value, Satisfaction, Loyalty, and Switching Cost:An Illustration From a Business-To-Business Service Context[J]. Journal of the Academy of Marketing Science,2004,32 (3):293-311.
[143]Lapierre J, Filiatrault P, Chebat J. Value Strategy Rather than Quality Strategy:A Case of Business-to-Business Professional Services[J]. Journal of Business Research,1999,45 (2): 235-246.
[144]Latour S A, Peat N C. Conceptual and Methodological Issues in Consumer Satisfaction Researce[M]//Wilkie W L. Advances in Consumer Research. Ann Arbor, ML:Association for Consumer Research, Vol.6,1979:431-437.
[145]Lee M Y, Kim Y K, Fairhurst A. Shopping Value in Online Auctions:Their Antecedents and Outcomes[J]. Journal of Retailing and Consumer Services,2009,16 (3):75-82.
[146]Leonard L N K, Jones K.. The Role of Self-Efficacy, Trust,and Experience and the Mediating Effects of Satisfaction in the Choice of C2C E-Commerce Among Young Adults[J]. Journal of Electronic Commerce in Organizations,2009,7 (3):1-20.
[147]Lin H F. The Impact of Website Quality Dimensions on Customer Satisfaction in the B2C E-commerce Context[J]. Total Quality Management,2007,18 (4):363-378.
[148]Liu C, Amett K P. Exploring the Factors Associated With Web Site Success In the Context of Electronic Commerce[J]. Information Management,2000,38 (1):23-33.
[149]Liu x, He M, Gao F, Xie P. An Empirical Study Of Online Shopping Customer Satisfaction In China: A Holistic Perspective[J]. International Journal of Retail & Distribution Management,2008,36 (11):919-940.
[150]Loiacono E T, Watson R T, Goodhue D L. WebQual:A Measure of Website Quality[C]//Evans K, Scheer L (Eds).2002 Marketing Educators'Conference:Marketing Theory and Applications,2002, 13 (4):432-437.
[151]Madu C N, Madu A A. Dimensions of E-quality[J]. International Journal of Quality & Reliability Management,2002,19 (3):246-258.
[152]Manes S. Web Sites:Slow by Design?[J]. Information Week,1997,642:124.
[153]Marsh H W, Hau K T, Balla J R, et al. Is More Ever Too Much:The Number of Indicators per Factor in Confirmatory Factor Analysis[J]. Multivariate Behavior Research,1998,33 (2):181-220.
[154]Mathwick C, Malhotra N K, Rigdon E. Experiential Value:Conceptualization, Measurement and Application in the Catalog and Internet Shopping Environment[J]. Journal of Retailing,2001,77 (1):39-56.
[155]Mathwick C, Malhotra N K, Rigdon E. The Effect of Dynamic Retail Experiences on Experiential of Value:An Internet and Catalog Comparison[J]. Journal of Retailing,2002,78 (1):51-60.
[156]Mcdougall G H G, Levesque T. Customer Satisfaction with Services:Putting Perceived Value into the Equation[J]. Journal of Services Marketing,2000,14 (5):392-410.
[157]Mehrabian A, Russell J A. An Approach to Environmental Psy-Chology[M]. Cambridge, Ma:MIT Press,1974.
[158]Meuter M L, Ostrom A, Roundtree R I, et al. Self-Service Technologies:Understanding Customer Satisfaction with Technoiogy-Based Service Encounters[J]. Journal of Marketing,2000,64 (3): 50-64.
[159]Miller J A. Studying Satisfaction, Modifying Models, Eliciting Expectations, PosingProblems and Making Meaningful Measurements[M]//Hunt H K. Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction. Cambridge, MA:Marketing Science Institute,1977: 72-91.
[160]Moresu C P, Lehmann D R, Markman A B. Entrenched Knowledge Structures and Consumer Response to New Products[J]. Journal of Marketing Research,2001,38 (1):14-29.
[161]Muylle S, Moenaert R, Despontin M. The Conceptualization and Empirical Validation of Web Site User Satisfaction[J]. Information & Management,2004,41 (5):543-560.
[162]Nunnally J C. Pyschometric Theory[M]. New York:McGraw-Hill,1967.
[163]Nunnally J C. Psychometric Theory [M].2nd ed. New York, NY:McGraw-Hill,1978.
[164]Oliver R. Measurement and Evaluation of Satisfaction Process in Retail Setting[J]. Journal of Retailing,1981,57(3):25-48.
[165]Oliver R. Cognitive, Affective, and Attribute Bases of the Satisfaction Response[J]. Journal of Consumer Research,1993,20 (3):418-430.
[166]Oliver R L. A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions [J]. Journal of Marketing Research,1980,17 (4):460-469.
[167]Oliver R L, Desarbo W S. Response Determinants in Satisfaction Judgments[J]. Journal of Consumer Research,1988,14 (3),495-507.
[168]Oliver R L. Varieties of Value in the Consumption Satisfaction Response[J]. Advances in Consumer Research Volume,1996,23 (1):143-147.
[169]Oliver R L. Satisfaction:A Behavioral Perspective on the Consumer[M]. New York:Themcgraw Hill Companies, Inc.,1997.
[170]Olshavaky R W, Miller J A. Consumer Expectations, Product Performance and Perceived Product Quality[J]. Journal of Marketing Research,1972,9 (1):19-21.
[171]O'Neill M, Wrigth C, Fitz F. Quality Evaluation in Online Service Environments:An Application of the Importance Performance Meaxurement Technique[J]. Managing Service Quality,2001,11 (6): 402-417.
[172]Ostrom A, Iacobucci D. Consumer Trade-Offs and the Evaluation of Services[J]. Journal of Marketing,1995,59(1):17-28.
[173]Ou C X J, Davis R M. Why Ebay Lost to Taobao in China:The Global Advantage[J]. Communications of the ACM,2009,52 (1):145-148.
[174]Overby J w, Lee E J. The Effects of Utilitarian and Hedonic Online Shopping Value on Consumer Preference And Intentions[J]. Journal of Business Research,2006,59 (10-11):1160-1166.
[175]Parasuraman A, Zeithaml V A, Berry L L. A Conceptual Model of Service Quality and its Implications for Future Research[J]. Journal of Marketing,1985,49 (4):41-50.
[176]Parasuraman A, Zeithaml V A, Berry L L. Servqual:A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality[J]. Journal of Retailing,1988,49 (1):12-39.
[177]Parasuraman A, Zeithaml V A, Berry L L. Understanding Customer Expectations of Service[J]. MIT Sloan Management Review,1991,32 (3):39-48.
[178]Parasuraman A, Grewal D. The Impact of Technology on the Quality-Value-Loyalty Chain:A Research Agenda[J]. Journal of the Academy of Marketing Science,2000,28 (1):168-174.
[179]Parasuraman A, Malhotra A. E-S-QUAL A Multiple-Item Scale for Assessing Electronic Service Quality[J]. Journal of Service Research,2005,7 (3):213-233.
[180]Patterson P G, Spreng R A. Modeoing The Rela-Tionship Between Perceived Value, Satisfaction and Repurchase Intentions in a Business-Business,Services Context:An Empirical Examination[J]. International Journal of Service Industry Management,1997,8 (5):414-434.
[181]Pavlou P A, Liang H, Xue Y. Understanding and Mitigating Uncertainty in Online Relationships:A Principal-Agent Perspective[J]. MIS Quarterly,2007,31 (1):105-136.
[182]Peterson R A, Balasubramanian S, Bronnenberg B J. Exploring the Implications of fhe Internet for Consumer Marketing[J]. Journal of the Academy of Marketing Science,1997,25 (4):329-349.
[183]Peterson R A. Electronic Marketing:Visions, Definitions, and Implications[M]//Peterson R A. Elctronic Marketing and the Consumer. Thousand osks, California:Sage Publications, Inc.,1997: 1-16.
[184]Petty R E, Cacioppo J T. Attitudes and Persuasion:Classic and Contemporary Approaches[M]. Dubuque, IA:William C Brown,1981.
[185]Petty R E, Cacioppo J T, Schumann D. Central and Peripheral Routes to Advertising Effectiveness: The Moderating Role of in Volvement[J]. Journal of Consumer Research,1983,10 (2):135-146.
[186]Philips F, Donoho A, Keep W W, et al. Electronically Connecting Retailers and Customers:Interim Summary of an Expert Roundtabl[M]//Peterson R A. Electronic Marketing and the Consumer, Thousand Oaks, California:Sage Publications, Inc.,1997:101-122.
[187]Pickle H B, Bruce R. Consumerism, Product Satisfaction/Dissatisfaction:An Empirical Investigation[J]. Southern Journal of Business,1972,7 (11):87-100.
[188]Pitt 1 F, Watson R T, Kavan C B. Service Quality:A Measure of Information Systems Effectiveness[J]. MIS Quarterly,1995,19(2):173-187.
[189]Prus R, Dawson L. Shop'Til You Drop:Shopping as Recreational an Laborious Activity[J]. Canadian Journal of Sociology,1991,16 (2):145-164.
[190]Ranganathan C, Ganapathy S. Key Dimensions of Business-to-Consumer Web Sites[J]. Information & Management,2002,39 (6):457-465.
[191]Ravald A, Gronroos C. The Value Concept and Relationship Marketing[J]. European Journal of Marketing,1996,30 (2):19-30.
[192]Reibstein D J. What Attracts Customers to Online Stores, and What Keeps Them Coming Back?[J]. Journal of the Academy of Marketing Science,2002,30(4):465-473.
[193]Reichheld F F, Sasser W E J. Zero Defections:Quality Comes to Services[J]. Harvard Business Review,1990,68 (5):2-9.
[194]Reichheld F F, Schefter P. E-Loyalty Your Secret Weapon on the Web[J]. Harvard Business Review, 2000,78 (4):105-113.
[195]Roen L D, Karwan K R. Prioritizing the Dimensions of Service Quality:An Empirical Investigation and Strategic Assessment[J]. International Journal of Service Industry Management,1994,5 (4): 39-52.
[196]Rodgers W, Negash S, Suk K. The Moderating Effect of On-line Experience on the Antecedents and Consequences of On-Line Satisfaction[J]. Psychology & Marketing,2005,22 (4):1-19.
[197]Rust R T,Inman J J, Jia J, et al.. What You Don't Know about Customer-Perceived Quality:The Role of Customer Expectation Distributions[J]. Marketing Science,1999,18 (1):77-92.
[198]Ruyter K D, Martin W, Mirella, K. Customer Adoption of E-service:An Experimental Study[J]. International Journal of Service Industry Management,2001,12 (2):184-207.
[199]Sasser W E, Olsen R P, Wyckoff D D. Management of Service Operations:Text and Cases[M]. Boston:Allyn & Bacon,1978.
[200]Seddon P B. A Respecification and Extension of the Delone and Mclean Model of is Success[J]. Information Systems Research,1997,8 (3):240-253.
[201]Shankar V, Smith A K, Rangaswamy A. Customer Satisfaction and Loyalty in Online and Offline Environments[J]. International Journal of Research in Marketing,2003,20 (2):153-175.
[202]Sheth J N, Newman B I, Gross B L. Why We Buy, What We Buy:A Theory of Consumption Values[J]. Journal of Business Research,1991,22 (2):159-170.
[203]Smith A K, Boiton R N, Wagner J. A Model of Customer Satisfaction With Service Encounters Involving Failure and Recovery[J]. Journal of Marketing,1999,36 (3):356-372.
[204]Spangenberg E R, Crowley A E, Henderson P W. Improving the Store Environment:do Olfactory Cues Affect Evaluations and Behaviors?[J]. Journal of Marketing,1996,60 (2):67-80.
[205]Spreng R A. Olshavsky R W. A Desires Congruency Model of Consumer Satisfaction[J]. Journal of the Academy of Marketing Science,1993,21 (3):169-177.
[206]Spreng R A, MacKenzie, S B, Olshavsky R W. A Reexamination of the Determinants of Consumer Satisfaction[J]. Journal of Marketing,1996,60 (3):15-32.
[207]Srinivasan S S, Anderson R, Ponnavolu K. Customer Loyalty in E-Commerce:An Exploration of Its Antecedents and Consequences[J]. Journal of Retailing,2002,78 (1),41-50.
[208]Starbuck W J, Webster J. When is Play Productive[J]. Accounting, Management, and Information Technology,1991,1(1):71-90
[209]Stone G P. City Shoppers and Urban Identification[J]. American Journal of Sociology,1954,60 (1): 36-45.
[210]Swan J E,Trawick I F. Satisfaction Related to Predictive vs. Desired Expectations[M]//Hunt H K, Oliver R L, Swan J E. Equity and Disconfirmation Perceptions as Influences on Merchant and Product Satisfaction[J]. Journal of Consumer Research,1989,16 (3):372-383.
[211]Sweeney J C, Soutar G N, Johnson L W. The Role of Perceived Risk in the Quality-Value Relationship:A Study in a Retail Environment[J]. Journal of Retailing,1999,75 (1):77-105.
[212]Sweeney J C, Soutar G N. Consumer Perceived Value:The Development of a Multiple Item Scale[J]. Journal of Retailing,2001,77 (3):203-220.
[213]Szymanski D M, Hise R T. E-satisfaction an Initial Examination[J]. Journal of Retailing,2000,76 (3):309-322.
[214]Szymanski D M, Henard D H. Customer Satisfaction:A Meta-Analysis of the Empirical Evidence[J]. Journal of the Academy of Marketing Science,2001,29 (16):17-35.
[215]Tauber E M. Why Do People Shop[J]. Journal of Maketing,1972,36 (4):46-59.
[216]Teas R K, Decarlo T E. An Examination and Extension of the Zone-of-Tolerance Model:a Comparison to Performance-Based Models of Perceived Quality[J]. Journal of Service Research, 2004,6 (3):272-286.
[217]Tse D K, Welton P C. Models of Consumer Satisfaction Formation:An Extension[J]. Journal of Marketing Research,1988,25 (2):204-212.
[218]van Dyke T P, Kappelman L A, Prybutok V R. Measuring Information Systems Service Quality: Concerns on the Use of the Servqual Questionnaire[J]. MIS Quarterly,1997,21 (2):195-208.
[219]van Riel A C R, Liljander V, Jurriens P. Exploring Consumer Evaluations of E-Services:A Portal Site[J]. International Journal of Service Industry Management,2001,12 (4):359-377.
[220]Wang Y S. Assessing E-Commerce Systems Success:Arespecification and of The Delone and Mclean Model of is Success[J]. Information Systems,2008,18 (5):529-557.
[221]Warwick D, Lininger, C. The Sample Survey:Theory and Practice[M]. New York:McGraw-Hill, 1975.
[222]Webster J, Marocchio J J. Microcomputer Playfulness:Development of a Measure with Workplace Implications[J]. MIS Quarterly,1992,16(2):201-26
[223]Westbrook R A, Reilly M D. Value-Percept Disparity:An Alternative to the Disconfirmationof Expectations Theory of Consumer Satisfaction[M]//Bagozzi R P, Tybout A M. Advances in Consumer Research. Ann Arbor, MI:Association for Consumer Research, Vol.10,1983:256-261.
[224]Westbrook R A, Black W C. A Motivation-Based Shopper Typology[J]. Journal of Retailing,1985, 61(3):78-103.
[225]Williams R H, Painter J J, Nicholas H R. A Policy-Oriented Typology of Grocery Shoppers[J]. Journal of Retailing,1978,54 (1):27-43.
[226]Wolfinbarger M, Gilly M C. Shopping Online for Freedom, Control, and Fun[J]. California Management Review,2001,43 (2):34-55.
[227]Wolfinbarger M, Gilly M C. eTailQ Dimensionalizing, Measuring And Predicting Etail Quality[J]. Journal of Retailing,2003,79 (3):183-198.
[228]Woodruff R B, Cadotte E R, Jenkins R L. Modeling Consumer Satisfaction Processes Using Experience-Based Norms[J]. Journal of Marketing Research,1983,20 (3):296-304.
[229]Woodruff R B, Gardial S F. Know Your Customer:New Approaches to Understanding Customer Value and Satisfaction[M]. Cambridge:Blackwell Puboishers Inc.,1996.
[230]Yalch R F, Spangenberg E R. Effects of Store Music on Shopping Behavior[J]. Journal of Consumer Marketing,1990,7 (2):55-63.
[231]Yang Z, Peterson R T, Cai S. Services Quality Dimensions of Internet Retaioing:An Exploratory Analysis[J]. Journal of Services Marketing,2003,17 (7):685-700.
[232]Yang Z, Fang X. Online Service Quality Dimensions and Their Relationships With Satisfaction[J]. International Journal of Service Industry Management,2004,15(3):302-326.
[233]Yang Z, Cai S, Zhou Z, et al. Development and Validation of an Instrument to Measure User Perceived Service Quality of Information Presenting Web Portals[J]. Information Management, 2005,42 (4):575-589.
[234]Yang Z, Jun M. Consumer Perception of E-Service Quality: From Internet Purchaser and Non-purchaser Perspectives[J]. Journal of Business Strategies,2008,25 (2):60-84.
[235]Yoo B, Donthu N.Developing a Scale to Measure the Perceived Quality of an Internet Shopping Site (SITEQUAL)[J]. Quarterly Journal of Electronic Commerce,2001,2 (1):31-47.
[236]Yoo W S,Lee Y, Park J. The Role of Interactivity in E-tailing Creating:Value and Increasing Satisfaction[J]. Journal of Retailing and Consumer Services,2010,17 (2):89-96.
[237]Zanna M P, Olson J M, Fazio R H. Attitude-Behaviour Consistency:An Individual difference perspective[J]. Journal of Personality and Social Psychology,1980,38 (3):432-440.
[238]Zeithaml V A, Berry L L, Parasuraman A. Communication and Control Processes in the Delivery of Service Quality[J]. Journal of Marketing,1988,52 (2):35-48.
[239]Zeithaml V A, Berry L L, Parasuraman A. The Nature and Determinants of Customer Expectations of Service[J]. Journal of the Academy of Marketing Science,1993,21 (2):1-12.
[240]Zeithaml V A, Berry L L, Parasuraman, A. The Behavioral Consequences of Service Quality[J]. Journal of Marketing,1996,60 (2),31-46.
[241]Zeithaml V A, Parasuraman A, Malhotra A. A Conceptual Framework for Understanding e-Service Quality:Implications for Future Research and Managerial Practice.2000, working paper.
[242]Zeithaml V A, Paraxuraman A, Malhotra A. Service Quality Delivery Through Web Sites:A Critical Review of Extant Knowledge[J]. Journal of the Academy of Marketing Science,2002,30 (4): 362-375.
[243]Zhang X, Prybutok V R. A Consumer Perspective of E-Service Quality[J]. IEEE Transactions on Engineering Management,2005,52 (4):461-477.