博碩士論文 etd-0215112-003109 詳細資訊

[回到前頁查詢結果 | 重新搜尋]

姓名 李玉雯(Yu-Wen Li) 電子郵件信箱 E-mail 資料不公開
畢業系所 資訊管理學系研究所(Information Management)
畢業學位 博士(Ph.D.) 畢業時期 100學年第1學期
論文名稱(中) 線上個人化服務對顧客忠誠度的影響:關係建立的觀點
論文名稱(英) How can Personalized Online Services Affect Customer Loyalty: The Relationship Building Perspective
  • etd-0215112-003109.pdf
  • 本電子全文僅授權使用者為學術研究之目的,進行個人非營利性質之檢索、閱讀、列印。


    論文語文/頁數 英文/145
    統計 本論文已被瀏覽 5398 次,被下載 0 次
    摘要(中) 個人化是利用資訊科技,依據顧客個人的偏好,提供給顧客符合其個人需求的內容或產品的一種服務。近年來,個人化在網際網路上已成為重要的關係行銷工具。在實務上,許多個人化的相關技術已趨於成熟;在學術上,有關個人化服務的研究,也有如雨後春筍般的迅速發展。本研究的目的是提出一個關係建立的觀點,將個人化服務視為關係行銷的重要工具,由個人化服務而產生的關係利益則被視為是個人化服務與顧客忠誠度之間的重要中介因素。經由關係利益的角度檢視個人化服務,能同時涵蓋理性因素與情感因素,並瞭解這些因素對個人化服務所造成的不同影響。本研究是採用實驗法,藉由操弄網站的個人化服務,以瞭解在網站中不同的個人化設計對顧客忠誠度的影響。網站個人化服務可以分為三種:包括社交性(socialness)、自我關聯(self-reference)與內容相關(content relevance)。研究的結果顯示,個人化服務確實能藉由關係利益的提供而提昇顧客的忠誠度,而且情感性的關係利益對顧客忠誠度的影響大於理性關係利益所產生的影響。研究的發現擴展了我們對個人化的瞭解,同時也提供實務者設計網站時的重要方向,以具體提昇網站的品質。
    摘要(英) Personalization that uses information technology to tailor content and products/services to the preferences and tastes of individual customers has become a useful function in online relationship marketing. Many techniques have been developed, and research on personalized services has increased substantially in recent years. The objective of this research is to propose a relationship-building perspective that treats the relational benefits resulting from personalized services as the important mediated factors that affect customer loyalty. In this research, a theoretical model is proposed to include both cognitive and affective benefits in order to investigate their relative influences on customer loyalty. A controlled laboratory experiment was conducted to investigate the effect of three different personalization tactics: socialness, self-reference, and content relevance. The results showed that personalized services can contribute to customer loyalty by bringing relational benefits to customers, and the impact of affective benefits on customer loyalty is greater than that of cognitive benefits. The findings extend our existing understanding of personalization, and offer valuable information to practitioners on enhancing their website design.
  • 關係行銷
  • 關係利益
  • 個人化
  • 關鍵字(英)
  • Relationship Marketing
  • Personalization
  • Relational Benefit
  • 論文目次 ABSTRACT ii
    1.1 Background of the Problem 1
    1.2 Research Motivations 2
    1.3 Research Questions 7
    1.4 Research Process 8
    1.5 The Structure of the Dissertation 8
    2.1 Personalization 10
    2.1.1 The Concept of Personalization 10
    2.1.2 Personalization Tactics for Relationship Marketing 13
    2.1.3 Theories of Personalization Effects 15
    2.2 Relational Benefits 17
    2.2.1 Determinants of Customer Relationship 17
    2.2.2 Dimensions of Relational Benefits 19
    2.2.3 Relational Benefits in E-commerce Context 21
    2.3 Customer Intimacy 23
    2.3.1 The Concept of Intimacy 24
    2.3.2 The Development Process of Intimacy in an Interaction 29
    2.3.3 Intimate Interaction on the Internet 30
    2.3.4 Major Components of Customer Intimacy 31
    3.1 Research Model and Hypotheses 33
    3.1.1 The Effect of Personalization Tactics 34
    3.1.2 The Impact of Relational Benefits 40
    3.1.3 Control Variables 42
    3.2 Operationalization of Constructs 43
    3.3 The Development of Customer Intimacy Measurement 48
    3.3.1 Items Generation and Selection 48
    3.3.2 Content Validity Evaluation 49
    3.3.3 Exploratory Factor Analysis 56
    3.3.4 Confirmatory Factor Analysis 59
    3.3.5 Construct Identification 63
    3.4 Statistical Methods of Data Analysis 65
    4.1.1 The Experimental Design 67
    4.1.2 The Experimental Process 72
    4.1.3 Experimental Controls 74
    4.1.4 Data Collection 75
    5.1 Measurement Model 78
    5.1.1 Construct Reliability 78
    5.1.2 Construct Validity 78
    5.2 Structural Model 84
    5.3 Discussions 89
    6.1 Summary of Research 92
    6.2 Theoretical Contributions 94
    6.3 Practical Contributions 96
    6.4 Limitations 97
    6.5 Directions for Future Research 98
    Appendix A. Review Questionnaire for the Measure of Customer Intimacy 110
    Appendix B. The Questionnaire for Measurement Development 126
    Appendix C. The Questionnaire for Experiment 132
    參考文獻 1. Adomavicius, G., and Tuzhilin, A. "Personalization Technologies: A Process-Oriented Perspective," Communication of the ACM (48:10) 2005, pp 83-90.
    2. Akçura, M.T., and Srinivasan, K. "Research Note: Customer Intimacy and Cross-Selling Strategy," Management Science (51:6) 2005, pp 1007-1012.
    3. Allen, N.J., and Meyer, J.P. "The Measurement and Antecedents of Affective, Continuance and Normative Commitment to the Organization," Journal of Occupational Psychology (6) 1990, pp 1-18.
    4. Ansari, A., and Mela, C.F. "E-Customization," Journal of Marketing Research (XL) 2003, pp 131-145.
    5. Beatty, S.E., Mayer, M., Coleman, J.E., Reynolds, K.E., and Lee, J. "Customer-Sales Associate Retail Relationships," Journal of Retailing (72:3) 1996, pp 223-247.
    6. Bentler, P.M. EQS Structural Equations Program Manual Multivariate Software, Inc., Encino, CA, 1995.
    7. Blom, J., and Monk, A. "Theory of Personalisation of Appearance: Why People Personalise Their Mobile Phones and PCs," Human-Computer Interaction (18) 2003, pp 193-228.
    8. Broucke, S.V.d., Vandereycken, W., and Vertommen, H. "Martial Intimacy: Conceptualization and Assessment," Clinical Psychology Review (15:3) 1995, pp 217-233.
    9. Byrne, B.M. Structural Equation Modeling With AMOS Basic Concepts, Applications, and Programming, Second Edition Routledge/Taylor & Francis, New York, 2009.
    10. Carmines, E.G., and Zeller, R.A. Reliability and Validity Assessment Sage Publications, Newbury Park, 1991.
    11. Cassidy, J. "Truth, Lies, and Intimacy: An Attachment Perspective," Attachment & Human Development (3:2) 2001, pp 121-155.
    12. Chiasson, T., Hawkey, K., McAllister, M., and Slonim, J. "An Architecture in Support of Universal Access to Electronic Commerce," Information and Software Technology (44:5) 2002, pp 279-289.
    13. Chin, W. "Partial Least Squares for Researchers: An Overview and Presentation of Recent Advances Using the PLS Approach," International Conference on Information Systems, Association for Information Systems, Brisbane, Queensland, Australia, 2000, pp. 741–742.
    14. Chin, W.W. "Issues and Opinion on Structural Equation Modeling," MIS Quarterly (22:1) 1998, pp vii-xvi.
    15. Chin, W.W. PLS - Graph User's Guide Version 3.0 Soft Modeling Inc., Houston, TX, 2001.
    16. Chin, W.W., Marcolin, B.L., and Newsted, P.R. "A Partial Least Squares Latent Variable Modeling Approach for Measuring Interaction Effects: Results from a Monte Carlo Simulation Study and an Electronic-Mail Emotion/Adoption Study," Information Systems Research (14:2) 2003, pp 189-217.
    17. Coulter, R.A., and Ligas, M. "A Typology of Customer-service Provider Relationships: The Role of Relational Factors in Classifying Customers," Journal of Services Marketing (18:6) 2004, pp 482-493.
    18. Crosby, L.A., Evans, K.R., and Cowles, D. "Relationship Quality in Services Selling: An Interpersonal Influence Perspective," Journal of Marketing (54:3) 1990, pp 68-81.
    19. Cross, S.E., Bacon, P.L., and Morris, M.L. "The Relational-Interdependent Self-Construal and Relationships," Journal of Personality and Social Psychology (78:4) 2000, pp 791-808.
    20. Davis, H., Skov, M.B., Stougaard, M., and Vetere, F. "Virtual Box: Supporting Mediated Family Intimacy through Virtual and Physical Play," OZCHI '07: Proceedings of the 2007 Conference of the Computer-Human Interaction Special Interest Group (CHISIG), ACM Press, Australia, 2007, pp. 151-159.
    21. Doney, P.M., and Cannon, J.P. "An Examination of the Nature of Trust in Buyer-Seller Relationships," Journal of Marketing (61:2) 1997, pp 35-51.
    22. Ellis-Reynolds, K., and Beatty, S.E. "Customer Benefits and Company Consequences of Customer-Salesperson Relationships in Retailing," Journal of Retailing (75:1) 1999, pp 11-32.
    23. Elsner, R., Krafft, M., and Huchzermeier, A. "Optimizing Rhenania's Direct Marketing Business through Dynamic Multilevel Modeling (DMLM) in a Multicatalog-Brand Environment," Management Science (23:2) 2004, pp 192-206.
    24. Erikson, E.H. Childhood and Society W. W. Norton, New York, 1963.
    25. Felmlee, D., and Sprecher, S. "Close Relationships and Social Psychology: Intersections and Future Paths," Social Psychology Quarterly (63:4) 2000, pp 365-376.
    26. Fornell, C., and Bookstein, F. "Two Structural Equations Models: LlSREL and PLS Applied to Consumer Exit-Voice Theory," Journal of Marketing Research (19:4) 1982, pp 440-452.
    27. Fornell, C., and Larcker, D. "Evaluating Structural Equation Models with Unobservable Variables and Measurement Error," Journal of Marketing Research (18:1) 1981, pp 39-50.
    28. Freedman, L. "Listen, Learn and Leverage: Merchant Views of personalization and lasting customer relationships," ATG, October 2007.
    29. Gönül, F.F., and Hofstede, F.T. "How to Compute Optimal Catalog Mailing Decisions," Marketing Science (25:1) 2006, pp 65-74.
    30. Gaia, A.C. "Understanding Emotional Intimacy: A Review of Conceptualization, Assessment and the Role of Gender," International Social Science Review (77:3 & 4) 2002, pp 151-170.
    31. Ganesan, S. "Determinants of Long-Term Orientation in Buyer-Seller Relationships," Journal of Marketing (58:2) 1994, pp 1-19.
    32. Garbarino, E., and Johnson, M.S. "The Different Roles of Satisfaction, Trust, and Comrnitment in Customer Relationships," Journal of Marketing (63:April) 1999, pp 70-87.
    33. Gordon, M.E., McKeage, K., and Fox, M.A. "Relationship Marketing Effectiveness: The Role of Involvement," Psychology & Marketing (15:5) 1998, pp 443-459.
    34. Gore, J.S., Cross, S.E., and Morris, M.L. "Let's be Friends: Relational Self-Construal and the Development of Intimacy," Personal Relationships (13) 2006, pp 83-102.
    35. Grégoire, Y., Tripp, T.M., and Legoux, R. "When Customer Love Turns into Lasting Hate:The Effects of Relationship Strength and Time on Customer Revenge and Avoidance," Journal of Marketing (73:6) 2009, pp 18-32.
    36. Grabill, C.M., and Kerns, K.A. "Attachment Style and Intimacy in Friendship," Personal Relationships (7:4) 2000, pp 363-378.
    37. Grant, J.S., and Davis, L.L. "Focus on Quantitative Methods," Research in Nursing & Health (20:3) 1997, pp 269-274.
    38. Gustafsson, A., Johnson, M.D., and Roos, I. "The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention," Journal of Marketing (69) 2005, pp 210-218.
    39. Gwinner, K.P., Gremler, D.D., and Bitner, M.J. "Relational Benefits in Services Industries: The Customer's Perspective," Journal of the Academy of Marketing Science (26:2) 1998, pp 101-114.
    40. Hair, J.F., Black, W.C., Babin, B.J., Anderson, R.E., and Tatham, R.L. Multivariate Data Analysis Sixth Edition Pearson Education, New Jersey, 2006.
    41. Hassebrauck, M., and Fehr, B. "Dimensions of Relationship Quality," Personal Relationships (9) 2002, pp 253-270.
    42. Hennig-Thurau, T., Gwinner, K.P., and Gremler, D.D. "Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationship Quality," Journal of Service Research (4:3) 2002, pp 230-247.
    43. Hong, W., Thong, J.Y.L., and Tam, K.Y. "The Effects of Information Format and Shopping Task on Consumers' Online Shopping Behavior: A Cognitive Fit Perspective," Journal of Management Information Systems (21:3) 2004, pp 149-184.
    44. Hook, M.K., Gerstein, L.H., Detterich, L., and Gridley, B. "How Close Are We? Measuring Intimacy and Examining Gender Differences," Journal of Counseling & Development (81:Fall) 2003, pp 462-472.
    45. Hsieh, Y.-C., Chiu, H.-C., and Chiang, M.-Y. "Maintaining a Committed Online Customer: A Study across Search-experience-credence Products," Journal of Retailing (81:1) 2005, pp 75-82.
    46. Jöreskog, K.G., and Sörbom, D. LISREL 8: Structural Equation Modeling with the SIMPLIS Command Language Scientific Software International, Chicago, IL, 1993.
    47. Jarvis, C.B., MacKenzie, S.B., and Podsakoff, P.M. "A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research," Journal of Consumer Research (30) 2003, pp 199-218.
    48. Jiang, C., Lim, K.H., and Sun, Y. "Exploring Effective Advertising Strategies: The Roles of Formats, Content Relevance and Shopping Tasks on Ad Recognition," in: International Conference on Information Systems (ICIS), Association for Information Systems, Phoenix, Arizona, USA 2009.
    49. Knobloch, L.K. "Evaluating a Contextual Model of Responses to Relational Uncertainty Increasing Events: The Role of Intimacy, Appraisals, and Emotions," Human Communication Research (31:1) 2005, pp 60-101.
    50. Knobloch, L.K., and Solomon, D.H. "Intimacy and the Magnitude and Experience of Episodic Relational Uncertainty within Romantic Relationships," Personal Relationships (9) 2002, pp 457-478.
    51. Kobsa, A. " Privacy-enhanced Personalization," Communication of the ACM (30:8) 2007, pp 24-33.
    52. Koch, M., and Möslein, K.M. "Identities Management for E-Commerce and Collaboration Applications," International Journal of Electronic Commerce (9:3) 2005, pp 11-29.
    53. Komiak, S.Y.X., and Benbasat, I. "The Effects of Personalization and Familiarity on Trust and Adoption of Recommendation Agents," MIS Quarterly (30:4) 2006, pp 941-960.
    54. Kotler, P. Marketing Management, 10th ed. Prentice Hall, Upper Saddle River, NJ, 2000.
    55. Kramer, J., Noronha, S., and J., V. "A User-Centered Design Approach to Personalization," Communications of the ACM (43:8) 2000, pp 45-48.
    56. Krishnamurthy, P., and Sujan, M. "Retrospection versus Anticipation: The Role of the Ad under Retrospective and Anticipatory Self-Referencing," Journal of Consumer Research (26) 1999, pp 155-169.
    57. Kumar, N., Scheer, L.K., and Steenkamp, J.-B.E.M. "The Effects of Perceived Interdependence on Dealer Attitudes," Journal of Marketing Research (32:3) 1995, pp 348-356.
    58. Laurenceau, J.-P., Barrett, L.F., and Rovine, M.J. "The Interpersonal Process Model of Intimacy in Marriage: A Daily-Diary and Multilevel Modeling Approach," Journal of Family Psychology (19:2) 2005, pp 314-323.
    59. Laurenceau, J., Barrett, L.F., and Pietromonaco, P.R. "Intimacy as an Interpersonal Process: The Importance of Self-disclosure, Partner Disclosure, and Perceived Partner Responsiveness in Interpersonal Exchanges," Journal of Personality and Social Psychology (74) 1998, pp 1238-1251.
    60. Levy-Tossman, I., Kaplan, A., and Assor, A. "Academic Goal Orientations, Multiple Goal profiles, and Friendship Intimacy among Early Adolescents," Contemporary Educational Psychology (32) 2007, pp 231-252.
    61. Li, D., Browne, G.J., and Chau, P.Y.K. "An Empirical Investigation of Web Site Use Using a Commitment-Based Model," Decision Sciences (37:3) 2006, pp 427-444.
    62. Liang, C.-J., Chen, H.-J., and Wang, W.-H. "Does Online Relationship Marketing Enhance Customer Retention and Cross-buying?," The Service Industries Journal (28:6) 2008, pp 769-787.
    63. Liang, T.-P., Lai, H.-J., and Ku, Y.-C. "Personalized Content Recommendation and User Satisfaction: Theoretical Synthesis and Empirical Findings," Journal of Management Information Systems (23:3) 2006, pp 45-70.
    64. Liang, T.-P., Li, Y.-W., and Turban, E. "Personalized Services as Empathic Response: The Role of Intimacy," in: Pacific Asia Conference on Information Systems, Hyderabad, India, 2009a.
    65. Liang, T.P., Chen, H.I., and Turban, E. "Effect of Personalization on the Perceived Usefulness of Online Customer Services: A Dual-Core Theory," International Conference on Electronic Commerce, Taipei, 2009b.
    66. Lichtenstein, D.R., Drumwright, M.E., and Braig, B.M. "The Effect of Corporate Social Responsibility on Customer Donations to Corporate-Supported Nonprofits," Journal of Marketing (68) 2004, pp 16-32.
    67. Mandic, M., and Kerne, A. "Using Intimacy, Chronology and Zooming to Visualize Rhythms in Email Experience," Proc. CHI 2005, ACM, Portland, Oregon, USA, 2005, pp. 1617 - 1620.
    68. Maslow, A.H. Motivation and Personality Harper and Brothers, New York, 1954.
    69. Merkle, E.R., and Richardson, R.A. "Digital Dating and Virtual Relating: Conceptualizing Computer Mediated Romantic Relationships," Family Relations (49:2) 2000, pp 187-192.
    70. Mittal, B., and Lassar, W.M. "The Role of Personalization in Service Encounters," Journal of Retailing (72:1) 1996, pp 95-109.
    71. Morgan, R.M., and Hunt, S.D. "The Commitment-Trust Theory of Relationship Marketing," Journal of Marketing (58:3) 1994, pp 20-38.
    72. Moss, B.F., and Schwebel, A.I. "Defining intimacy in romantic relationships," Family Relations (42:1) 1993, pp 31-37.
    73. Mulpuru, S. "Which Personalization Tools Work For eCommerce — And Why," Forrester Research, 2007.
    74. Mulvenna, M.D., Anand, S.S., and Büchner, A.G. "Personalization on the Net Using Web Mining," Communication of the ACM (43:8) 2002, pp 122-125.
    75. Murthi, B.P.S., and Sarkar, S. "The Role of the Management Sciences in Research on Personalization," Management Science (49:10) 2003, pp 1344-1362.
    76. Nunnally, J.C., and Bernstein, I.H. Psychometric Theory McGraw Hill, New York, 1994.
    77. Nysveena, H., and Pedersen, P.E. "An Exploratory Study of Customers' Perception of Company Web Sites Offering Various Interactive Applications: Moderating Effects of Customers' Internet Experience," Decision Support Systems (37) 2004, pp 137-150.
    78. Odekerken-Schroder, G., Wul, K.D., and Schumacher, P. "Strengthening Outcomes of Retailer-Consumer Relationships: The Dual Impact of Relationship Marketing Tactics and Consumer Personality," Journal of Business Research (56) 2003, pp 177-190.
    79. Overbeek, G., Ha, T., Scholte, R., Kemp, R.d., and Engels, R.C.M.E. "Brief report: Intimacy, Passion, and Commitment in Romantic Relationships—Validation of a 'Triangular Love Scale' for Adolescents," Journal of Adolescence (30) 2007, pp 523-528.
    80. Palmatier, R.W., Dant, R.P., Grewal, D., and Evans, K.R. "Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis," Journal of Marketing (70:4) 2006, pp 136-153.
    81. Patterson, M.L. "An Arousal Model of Interpersonal Intimacy," Psychological Review (83) 1976, pp 235-245.
    82. Peppers, D., and Rogers, M. The One to One Future: Building Relationships One Customer at a Time Doubleday, New York, 1993.
    83. Peppers, D., and Rogers, M. Enterprise One-to-One: Tools for Competing in the Interactive Age Currency Doubleday, New York, 1997.
    84. Peppers, D., and Rogers, M. Managing Customer Relationships: A Strategic Framework John Wiley and Sons, Inc., Hoboken, New Jersey, 2004.
    85. Peppers, D., Rogers, M., and Dorf, B. "Is Your Company Ready For One-to-one Marketing?," Harvard Business Review (77:1) 1999, pp 151-160.
    86. Petter, S., Straub, D., and Rai, A. "Specifying Formative Constructs in Information Systems Research," MIS Quarterly (31:4) 2007, pp 623-656.
    87. Petty, R.E., and Cacioppo, J.T. Communication and Persuasion: Central and Peripheral Routes to Attitude Change Springer-Verlag, New York, 1986.
    88. Podsakoff, P., and Organ, D. "Self-Reports in Organizational Research: Problems and Prospects," Journal of Management (12:4) 1986, pp 531-544.
    89. Prager, K.J. The Psychology of Intimacy Guilford Press, New York, 1995.
    90. Prins, R., and Verhoef, P.C. "Marketing Communication Drivers of Adoption Timing of a New E-Service among Existing Customers," Journal of Marketing (71) 2007, pp 169-183.
    91. Qiu, L., and Benbasat, I. "Online Consumer Trust and Live Help Interfaces: The Effects of Text-to-Speech Voice and Three-Dimensional Avatars," International Journal of Human-Computer Interaction (19:1) 2005, pp 75-94.
    92. Reeves, B., and Nass, C.I. The Media Equation: How People Treat Computers, Television, and New Media like Real People and Places CSLI Publications, Stanford, CA, 1996.
    93. Reis, H.T., Clark, M.S., Gray, D.J.P., Tsai, F.-F., Brown, J.B., Stewart, M., and Underwood, L.G. "Measuring Responsiveness in the Therapeutic Relationship: A Patient Perspective," Basic and Applied Social Psychology (30:4) 2008, pp 339-348.
    94. Reis, H.T., and Shaver, P. "Intimacy as An Interpersonal Process," in: Handbook of Personal Relationship, S.W. Duck (ed.), Wiley, Chichester, England, 1988, pp. 367-389.
    95. Reynolds, K.E., and Beatty, S.E. "Customer Benefits and Company Consequences of Customer-Salesperson Relationships in Retailing," Journal of Retailing (75:1) 1999, pp 11-32.
    96. Ringle, C.M., Wende, S., and Will, A. "SmartPLS - Version 2.0," University of Hamburg, Hamburg, Germany, Available at http://www.smartpls.de, 2005.
    97. Roberts, K., Varki, S., and Brodi, R. "Measuring the Quality of Relationships in Consumer Services: an empirical study," European Journal of Marketing (37:1/2) 2003, pp 169-196.
    98. Roberts, M.L. Internet Marketing: Integrating Online and Offline Strategies McGraw-Hill, Boston, 2003.
    99. Robson, D., and Robson, M. "Intimacy and Computer Communication," British Journal of Guidance and Counselling (26:1) 1998, pp 33-41.
    100. Rubio, D.M., Berg-Weger, M., Tebb, S.S., Lee, E.S., and Rauch, S. "Objectifying Content Validity: Conducting a Content Validity Study in Social Work Research," Social Work Research (27:2) 2003, pp 94-104.
    101. Schaefer, M.T., and Olson, D.H. "Assessment Intimacy: The Pair Inventory," Journal of Marital and Family Therapy (7:1) 1981, pp 47-60.
    102. Schafer, J.B., Konstan, J.A., and Riedl, J. "E-Commerce Recommendation Applications," Data Mining and Knowledge Discovery (5) 2001, pp 115-153.
    103. Scharf, M., and Mayseless, O. "The Capacity for Romantic Intimacy: Exploring the Contribution of Best Friend and Marital and Parental Relationships," Journal of Adolescence (24) 2001, pp 379-399.
    104. Scott, A.D., Seaman, S.L., and Solomon, P.J. "Relationship Advertising: The Appeal of Intimacy (Disclosure) in Services Marketing," Proceedings of the 2006 Conference of the American Academy of Advertising, Reno, Nevada, 2006a.
    105. Scott, V.M., Mottarella, K.E., and Lavooy, M.J. "Does Virtual Intimacy Exist? A Brief Exploration into Reported Levels of Intimacy in Online Relationships," Cyberpsychology & Behavior (9:6) 2006b, pp 759-761.
    106. Sharabany, R. "Intimate Friendship Scale: Conceptual Underpinnings, Psychometric Properties and Construct Validity," Journal of Social and Personal Relationships (11) 1994, pp 449-469.
    107. Spake, D.F., Beatty, S.E., Brockman, B.K., and Crutchfield, T.N. "Consumer Comfort in Service Relationships: Measurement and Importance," Journal of Service Research (5:4) 2003, pp 316-332.
    108. Stern, B.B. "Advertising Intimacy: Relationship Marketing and The Services Consumer," Journal of Advertising (XXVI:4) 1997, pp 7-19.
    109. Sternberg, R.J. "Construct Validation of a Triangular Love Scale," European Journal of Social Psychology (27:3) 1997, pp 313-335.
    110. Su, Q., Li, L., and Cui, Y.W. "Analysing Relational Benefits in e-Business Environment from Behavioural Perspective," Systems Research and Behavioral Science (26) 2009, pp 129-142.
    111. Surprenant, C.F., and Solomon, M.R. "Predictability and Personalization in the Service Encounter," Journal of Marketing (51) 1987, pp 86-96.
    112. Tam, K.Y., and Ho, S.Y. "Web Personalization as a Persuasion Strategy: An Elaboration Likelihood Model Perspective," Information Systems Research (16:3) 2005, pp 271-291.
    113. Tam, K.Y., and Ho, S.Y. "Understanding the Impact of Web Personalization on User Information Processing and Decision Outcomes," MIS Quarterly (30:4) 2006, pp 865-890.
    114. Theriault, J. "Assessing Intimacy with the Best Friend and the Sexual Partner During Adolescence: The PAIR-M Inventory," The Journal of Psychology (132:5) 1998, pp 493-506.
    115. Thomson, M. "Human Brands: Investigating Antecedents to Consumers' Strong Attachments to Celebrities," Journal of Marketing (70) 2006, pp 104-119.
    116. Thomson, M., MacInnis, D.J., and Park, C.W. "The Ties That Bind: Measuring the Strength of Consumer's Emotional Attachments to Brands," Journal of Consumer Psychology (15:1) 2005, pp 77-91.
    117. Treacy, M., and Wiersema, F. "Customer Intimacy and Other Value Disciplines," Harvard Business Review (January-February) 1993, pp 84-93.
    118. Ulaga, W., and Eggert, A. "Relationship Value in Business Markets: The Construct and Its Dimensions," Journal of Business-to-Business Marketing (12:1) 2005, pp 73-99.
    119. Vetere, F., Gibbs, M.R., Kjeldskov, J., Howard, S., Mueller, F.F., Pedell, S., Mecoles, K., and Bunya, M. "Mediating Intimacy: Designing Technologies to Support Strong-Tie Relationships," CHI '05: Proceedings of the SIGCHI conference on Human factors in computing systems, ACM Press, Portland, Oregon, USA., 2005, pp. 471-480.
    120. Wagner, T., Hennig-Thurau, T., and Rudolph, T. "Does Customer Demotion Jeopardize Loyalty?," Journal of Marketing (73) 2009, pp 69-85.
    121. Wang, L.C., Baker, J., Wagner, J.A., and Wakefield, K. "Can a Retail Web Site Be Social?," Journal of Marketing (71) 2007, pp 143-157.
    122. Wang, W., and Benbasat, I. "Trust in and Adoption of Online Recommendation Agents," Journal of the Association for Information Systems (6:3) 2005, pp 72-101.
    123. Waring, E.M., Tillman, M.P., Frelick, L., Russell, L., and Weisz, G. "Concepts of Intimacy in the General Population," Journal of Nervous and Mental Disease (168:August) 1980, pp 471-474.
    124. Wetzels, M., Odekerken-Schröder, G., and Oppen, C.V. "Using PLS Path Modeling for Assessing Hierarchical Construct Models: Guidelines and Empirical Illustration," MIS Quarterly (33:1) 2009, pp 177-195.
    125. Williams, A. "A Literature Review on the Concept of Intimacy in Nursing," Journal of Advanced Nursing (33:5) 2001, pp 660-667.
    126. Wilson, D.T., and Jantrania, S. "Understanding the Value of a Relationship," Australia Marketing Journal (2:1) 1995, pp 55-66.
    127. Wu, G. "Conceptualizing and Measuring the Perceived Interactivity of Websites," Journal of Current Issues and Research in Advertising (28:1) 2006, pp 87-104.
    128. Wulf, K.D., Odekerken-Schröder, G., and Iacobucci, D. "Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration," Journal of Marketing (65:4) 2001, pp 33-50.
    129. Yen, H.J.R., and Gwinner, K.P. "Internet Retail Customer Loyalty: the Mediating Role of Relational Benefits," International Journal of Service Industry Management (14:5) 2003, pp 483-500.
    130. Yim, C.K., Tse, D.K., and Chan, K.W. "Strengthening Customer Loyalty Through Intimacy and Passion: Roles of Customer–Firm Affection and Customer–Staff Relationships in Services," Journal of Marketing Research (45:6) 2008, pp 741-756.
    131. Zhang, B.-T., and Seo, Y.-W. "Personalized Web-document Filtering Using Reinforcement Learning," Applied Artificial Intelligence (15:7) 2001, pp 665-685.
  • 賴香菊 - 召集委員
  • 何淑君 - 委員
  • 嚴秀茹 - 委員
  • 邱兆民 - 委員
  • 梁定澎 - 指導教授
  • 魏國基 - 指導教授
  • 口試日期 2012-01-19 繳交日期 2012-02-15

    [回到前頁查詢結果 | 重新搜尋]