第五章 結論與建議
第十節 未來研究方向
二、 英文文獻
Ahuja, M. K., Chudoba, K. M., Kacmar, C. J., McKnight, D. H., & George, J. F.
(2007). IT road warriors: balancing workefamily conflict, job autonomy, and work overload to mitigate turnover intentions. MIS Quarterly, 31(1), 1–17.
Anckar, B., & Incau, D. D. (2002). Value-Added Services in Mobile Commerce : An Analytical Framework and Empirical Findings from a National Consumer Survey.
Proceedings of the 35th Hawaii International Conference on System Sciences, 1–10.
Anderson, E. W., & Sullivan, M. W. (1993). The Antecedents and Consequences of Customer Satisfaction for Firms. Marketing Science, 12(2), 125–143.
Bhattacherjee, A. (2001). Understanding Information Systems Continuance : an Expectation - Confirmation Model. MIS Quarterly, 25(3), 351–370.
Bhattacherjee, A., & Premkumar, G. (2004). Understanding changes in belief and attitude toward information technology usage. MIS Quarterly, 28(2), 229–254.
Blattberg, R. C., & Neslin, S. A. (1990). Sales Promotion Concepts, Methods, and Strategies. Englewood Cliffs, NJ: Prentice Hall.
Boontarig, W., Chutimaskul, W., Chongsuphajaisiddhi, V., & Papasratorn, B. (2012).
Factors influencing the Thai elderly intention to use smartphone for e-Health services. SHUSER 2012 - 2012 IEEE Symposium on Humanities, Science and Engineering Research, 479–483.
Bougie, R., Pieters, R., & Zeelenberg, M. (2003). Angry Customers don’t Come Back, They Get Back: The Experience and Behavioral Implications of Anger and Dissatisfaction in Services. Journal of the Academy of Marketing Science, 31, 377–393.
Cadotte, E. R., Woodruff, R. B., & Jenkins, R.L. (1987). Expectations and norms in models of consumer satisfaction. Journal of Marketing Research, 24(8), 305–314.
Campbell, L., & Diamond, W. D. (1990). Framing and sales promotion: The characteristics of a good deal. Journal of Consumer Research, 7(4), 25–31.
Chan, H., & Cui, S. (2011). The contrasting effects of negative word of mouth in the post-consumption stage. Journal of Consumer Psychology, 21(3), 324–337.
Chen, S. C., & Lin, C. P. (2015). The impact of customer experience and perceived value on sustainable social relationship in blogs: An empirical study.
Technological Forecasting and Social Change, 96, 40–50.
Chin, W. W. (1998). The partial least squares approach for structural equation modelling. In George A. Marcoulides (Ed.), Modern Methods for Business Research, edit by Marconlides, G. A., NJ: Lawrence Erlbaum Associates, 295–336.
Chiu, C. M., Hsu, M. H., Sun, S. Y., Lin, T. C., & Sun, P. C. (2005). Usability, quality, value and e-learning continuance decisions. Computers and Education, 45, 399–416.
62
Cyr, D., Author, C., Highway, K. G., & Vt, B. C. C. (2004). Localization of Web Design : An Empirical Comparison of German , Japanese , and U . S . Website Characteristics 2400 Central City 2400 Central City Localization of Web Design : An Empirical Comparison of German , Japanese , and U . S . Website Characteris.
Journal of the American Society for Information Science and Technology, 55(13), 1–10.
Davis, F. D. (1989). Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. MIS Quarterly, 13(3), 319–340.
DeLone, W. H., & McLean, E. (2003). The DeLone and McLean model of information systems success: A ten-year updated. Journal of Management Information Systems, 19(4), 9–30.
Devaraj, S.,Fan, M., & Kohli, R. (2002). Antecedents of b2c channel satisfaction and preference:Validating e-commerce metrics. Information Systems Research, 13, 316–333.
Dumitrache, M. (2010). E-Commerce Applications ranking. Informatica Economică, 14(2), 120–132.
Dwyer, F. R., & Tanner, J. (2009). Business Marketing: Connecting Strategy, Relationships, and Learning. McGraw-Hill/Irwin.
EMarketer. 2 Billion Consumers Worldwide to Get Smart(phones) by 2016-Over half of mobile phone users globally will have smartphones in 2018, http://www.emarketer.com/Article/2-Billion-Consumers-Worldwide-Smartphones -by-2016/1011694, Access date: December 2014.
Eppler, M. J. & Mengis, J. (2004). The Concept of Information Overload- A Review of Literature from Organization Science, Accounting, Marketing, MIS, and Related DiscipLINEs. The Information Society: An International Journal, 20(5), 1–20.
Eskin, G. J., & Baron, P. H. (1977). Effects of Price and Advertising in Test-Market Experiments. Journal of Marketing Research, 14, 499–508.
Fan, L., & Suh, Y. H. (2014). Why do users switch to a disruptive technology? An empirical study based on expectation-disconfirmation theory. Information &
Management, 51(2), 240–248.
Fisk, R. P., Brown, S.W., & Bitner, M. J. (1993), Tracking the evolution of the services marketing literature. Journal of Retailing, 69(1), 61–103.
Gefen, D., Karahanna, E., & Straub, D. W. (2003). Trust and TAM in onLINE shopping: An integrated model. MIS Quarterly, 27(1), 51–90.
Giese, J. L., & Cote, J. A. (2000). Defining consumer satisfaction. Academy of Marketing Science Review, 1(1), 1–22.
Granovetter, M. (1973). The strength of weak ties. American Journal of Sociology, 78, 1360–1380.
63
Gruen, T. W., Osmonbekov, T., & Czaplewski, A. J. (2006). eWOM: The Impact of Customer-toCustomer Online Know-how Exchange on Customer Value and Loyalty. Journal of Business Research, 59(4), 449–456.
Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2006).
Multivariate data analysis (Vol. 6). Pearson Prentice Hall Upper Saddle River, NJ.
Hedrick, N., Beverland, M., & Minahan, S. (2007). An exploration of relational customers’ response to service failure. Journal of Services Marketing, 21, 64–72.
Hess, R. L., Ganesan, S., & Klein, N. M. (2007). Interactional service failures in a pseudorelationship: The role of organizational attributions. Journal of Retailing, 83, 79–95.
Hsu, M. H., Yen, C. H., Chiu, C. M., & Chang, C. M. (2006). A longitudinal investigation of continued onLINE shopping behavior: An extension of the theory of planned behavior. International Journal of Human-Computer Studies, 64, 889–904.
Huang, Echo, Hsu, M. H., & Yen, Y. R. (2008). Understanding participant loyalty intentions in virtual communities. WSEAS Transactions on Information Science &
Applications, 4(5), 497–511.
Huang, W. H. (2008). The impact of other-customer failure on service satisfaction.
International Journal of Service Industry Management, 19(4), 521–536.
Hung, S. Y., Ku, C. Y., & Chang, C. M. (2003). Critical factors of WAP services adoption: An empirical study. Electronic Commerce Research and Applications, 2, 42–60.
Kaiser, H. F. (1974). An index of factorial simplicity. Psychometrika, 39(1), 31–36.
Karr-Wisniewski, P., & Lu, Y. (2010). When more is too much: Operationalizing technology overload and exploring its impact on knowledge worker productivity.
Computers in Human Behavior, 26(5), 1061–1072.
Keller, L. K., & Staelin, R. (1987). Effects of quality and quantity of information on decision effectiveness. Journal of Consumer Research, 14(2), 200–213.
Kotler, P. (1988). Marketing management: Analysis, planning, implementation, and control, 6th edition. NJ: Prentice Hall.
Kotler, P. (1991). Planning implementation and control. Journal of Marketing Research, 17(7), 79–84.
Kotler, P. (2000). Marketing management: Analysis, planning, implementation, and control, 10th edition. NJ: Prentice Hall.
Kucukarslan, S. N., & Nadkarni, A. (2008). Evaluating medication-related services in a hospital setting using the disconfirmation of expectations model of satisfaction.
Research in Social & Administrative Pharmacy : RSAP, 4, 12–22.
64
Ledden, L., Kalafatis, S. P., & Samouel, P. (2007). The relationship between personal values and perceived value of education. Journal of Business Research, 60, 965–974.
Lee, A. R., Son, S. M., & Kim, K. K. (2016). Information and communication technology overload and social networking service fatigue: A stress perspective.
Computers in Human Behavior, 55, 51–61.
Lee, D., Moon, J., Kim, Y. J., & Yi, M. Y. (2015). Antecedents and consequences of mobile phone usability: Linking simplicity and interactivity to satisfaction, trust, and brand loyalty. Information & Management, 52(3), 295–304.
Lee, J., Kim, J., & Moon, J. Y. (2000). What makes Internet users visit cyber stores again? Key design factors for customer loyalty. In: Proceedings of the Conference on Human Factors in Computing Systems CHI 2000. ACM, New York, 305–312.
Liao, C., Chen, J. L., & Yen, D. C. (2007). Theory of planning behavior (TPB) and customer satisfaction in the continued use of e-service: An integrated model.
Computers in Human Behavior, 23, 2804–2822.
Liao, C., Palvia, P., & Chen, J. L. (2009). Information technology adoption behavior life cycle: Toward a Technology Continuance Theory. International Journal of Information Management, 29, 309–320.
Loiacono, E. T., Watson, R. T., & Goodhue, D. L. (2002). WebQual TM : A Measure of Web Site Quality. Marketing Theory and Applications, 13(706), 432–438.
Malhotra, N. K. (1982). Information load and consumer decision making. Journal of Consumer Research, 8(4), 419–430.
McKinney, V., Yoon, K., & Zahedi, F. M. (2002). The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach.
Information Systems Research, 13, 296–315.
Mitchell, A. (2006). We must reinvent marketing for empowered consumers.
Marketing Week, 29(14), 28–29.
Moore, J. (2000). One road to turnover: an examination of work exhaustion in technology professionals. MIS Quarterly, 24(1), 141–168.
Nunnally, J. C. (1978). Psychometric Theory, New York: McGraw-Hill.
Oliver, R. L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17, 460–469.
Oliver, R. L. (1981). Measurement and evaluation of satisfaction processes in retail settings. Journal of Retailing, 57(3), 25–48.
Oliver, R. L. (1996). Satisfaction: A Behavioral Perspective on the Consumer. New York, NY: The McGraw-Hill Companies, Inc.
Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions. Journal of Retailing, 64(1) 12–40.
65
Parasuraman, A., Zeithaml, V., & Berry, L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4), 41–50.
Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQUAL：A multiple-item scale for measuring consumer perception of service qulity. Journal of Retailing, 64(1).
Pedhazur, E. J. (1982). Multiole Regression in Behavioral Research: Explanation and Prediction. New York: Holt, Rinehart & Winston.
Pihlström, M. (2008). Perceived Value of Mobile Service Use and Its Consequences.
Swedish School of Economics and Business Administration, Helsinki, 1–274.
Ping, R. a. (1995). Some uninvestigated antecedents of retailer exit intention. Journal of Business Research, 34(94), 171–180.
Pitchayadejanant, K. (2011). Intention to use of Smart phone in Bangkok Extended UTAUT Model by Perceived Value. International Conference on Management, (Icm), 160–172.
Quelch, J. A. (1989). Sales promotion management. NJ: Prentice Hall.
Ryu, K., & Han, H. (2011). New or repeat customers: How does physical environment influence their restaurant experience? International Journal of Hospitality Management, 30(3), 599–611.
Scharl, A., Dickinger, A., & Murphy, J. (2005). Diffusion and success factors of mobile marketing. Electronic Commerce Research and Applications, 4, 159–173.
Schroder, H. M., Driver, M. J., & Streufert, S. (1967). Human Information Processing Individuals and Groups Functioning in Complex Social Situations, Holt, Rinehart, and Winston.
Sheth, J. N., Newman, B. I., & Gross, B. L. (1991). Why we buy what we buy: A theory of consumption value. Journal of Business Research, 22, 159–170.
Shin, D. H., & Shin, Y. J. (2011). Why do people play social network games?
Computers in Human Behavior, 27(2), 852–861.
Spiller, J., Vlasic, A., & Yetton, P. (2007). Post-adoption behavior of users of Internet Service Providers. Information and Management, 44, 513–523.
Spreng, R. A., & Thomas J. Page, J. (2001). The impact of confidence in expectations on consumer satisfaction. Psychology and Marketing, 18(11), 1187–1204.
Spreng, R. A., MacKenzie, S. B., & Olshavsky, R.W. (1996). Are examination of the determinants of consumer satisfaction. Journal of Marketing, 60(3), 15–32.
Stafford, T. F. (1994). Consumption values and the choice of marketing electives:
treating students like customers. Journal of Marketing Education, 16(2), 26–33.
Stewart, D. W. & Pavlou, P. A. (2002). From consumer response to active consumer:
Measuring the effectiveness of interactive media. Journal of the Academy of Marketing Science, 30, 376–396.
66
Storm, C. & T. Storm. (1987). A Taxonomic Study of the Vocabulary of Emotions.
Journal of Personality and Social Psychology, 53, 805–816.
Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing, 77, 203–220.
Tan, B. W., & Lo, T. W. (1990). Validation of a user satisfaction instrument for office automation success. Information & Management, 18(4), 203–208.
Varela-Neira, C., Vázquez-Casielles, R. & Iglesias, V. (2010). Explaining customer satisfaction with complaint handling. International Journal of Bank Marketing, 28(2), 88–112.
Wakefield, L. L. & Inman, J. J. (2003). Situational price sensitivity: The role of consumption occasion, social context and income. Journal of Retailing, 79(4), 199–212.
Wang, R. Y. & Strong, D. M. (1996). Beyond accuracy: What data quality means to data consumers. Journal of Management Information Systems, 5–33.
Weiner, B. (1986). An Attributional Theory of Motivation and Emotion. New York:
Springer-Verlag.
Westbrook, R., & Oliver, R. (1991). The dimensionality of consumption emotion patterns and consumer satisfaction. Journal of Consumer Research. Retrieved from http://www.jstor.org/stable/2489487
Yang, D., Sivadas, E., Kang, B., & Oh, S. (2012). Dissolution intention in channel relationships: An examination of contributing factors. Industrial Marketing Management, 41(7), 1106–1113.
Yi, Y. (1990). A Critical Review of Consumer Satisfaction. In Review of Marketing.
Valarie A. Zeithaml, ed. Chicago: American Marketing Association, 68–123.
Zeelenberg, M., & Pieters, R. (2004). Beyond valence in customer dissatisfaction.
Journal of Business Research, 57, 445–455.
Zhang, L. L., Lam, L. W., & Chow, C. S. F. (2009). Segmenting the Customer Base in a Crm Program According To Customer Tolerance To Inferiority - a Moderator of the Service Failure - Customer Dissatisfaction Link. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 22, 68–87.
67
附錄-正式問卷
親愛的先生、小姐，您好：
首先感謝您撥冗填寫這份問卷，這是一份探討使用企業/品牌的 Line 官方帳號相關議題之學術性研究問卷。本問卷採用不具名回答且屬個人學 術研究之用，絕不會對外公開，請安心填答。作答時間只需 3 至 5 分鐘，
不會耽誤您寶貴的時間，請記得別漏填。再次感謝您在百忙之中抽空填答，
謝謝您!
感謝您耐心填寫問卷，但必須為有效問卷，才可享有本研究以下回饋 方式：
1. 基本回饋為 P 幣 150P (稅前)，記得最後填寫 PTT 的 ID 號碼(僅為聯 繫使用)
2. 舉辦抽獎活動，獎項為家樂福禮卷： 1000 元 1 名、500 元 2 名、300 元 4 名、200 元 5 名、100 元 8 名
(有意願參加的填答者請留下 E-mail，方便我們後續聯繫得獎者。)
敬祝
健康喜樂！
國立高雄大學資訊管理學系教授 吳建興 博士 國立高雄大學資訊管理學系碩士班研究生 邱馨儀 敬上
電子郵件信箱：
--- 問卷說明:
本研究主要是探討使用商務類別的 Line 官方帳號之相關議題，而商務類 別是指官方帳號主要傳遞產品相關的各種資訊(以行銷商品為主)， 舉例 如下表:
類別 官方帳號
流行服飾 衣芙日系、OB 嚴選、101 原創 T 恤...
購物 生活市集、樂天市場購物網、momo 購物網...
美妝用品 86 小舖、小三美日評價美妝、Mdmmd.明洞國際...
美食．餐飲 生鮮市集、好吃宅配網、GOMAJI 團購網...
3C 通訊 中華電信 emome、3C 市集、遠傳電信...
連鎖通路 7-ELEVEN 統一超商、全聯福利中心、SOGO...
68
69
70
71
5. E-mail：
---
問卷調查結束
您好：
問卷已填答完畢，非常感謝您。
主要回饋方式：
1. 經確認有效問卷後，即可獲得 P 幣 150 元。
2. 參加抽獎活動，將在有效問卷中隨機抽取 34 位填答者，贈送家樂福禮卷。
感謝您在百忙之中，耐心填寫問卷，再次致上由衷的謝意！
敬祝
健康喜樂！
國立高雄大學資訊管理學系教授 吳建興 博士 國立高雄大學資訊管理學系碩士班研究生 邱馨儀 敬上
電子郵件信箱：