參考文獻
第一節 中文文獻
1.于慶華(2011)，La new 企業之促銷活動、消費者涉入程度與品牌態度對購買意願之研究，國立臺南大學體育學系研究所碩士論文，台南市。2.王李蕙(2013)，醫療院所人員對於區域醫療網認知、態度與滿意度之相關研究－以高屏區域醫療網為例，國立中山大學醫療管理系研究所碩士論文，高雄市。3.王者又(2013)，健身房參與者活動涉入、體驗價值與地方依附之關係，國立嘉義大學觀光休閒管理系研究所碩士論文，嘉義市。4.方世榮、張士峰 (2009)翻譯，Armstorng, G. and Kotler, P.著，行銷學原理，台北，培生。
5.古秋雲(2006) 。服務品質、服務價值、顧客滿意度與顧客忠誠度關係之研究-以台灣南部某醫學中心健康檢查中心為例。國立成功大學，台南市。
6.吳佩靜(2010)。台中市自行車道之旅客特質與遊憩滿意度及忠誠度之研究(未出版之碩士論文)。私立朝陽科技大學，臺中市。7.吳佳玲（2012）。以科技接受模式探討 RC 語音系統之使用行為。真理大學資訊應用學系碩士班碩士論文，未出版，台北。8.池文海、李其容、陳祥甫(2007)，台灣汽車消費者資訊搜尋行為整合模型之研究，中華民國品質學會第 43 屆暨第 13 屆全國品質管理研討會。
9.池文海、唐資文、林怡安(2010)，消費者購買涉入，品牌權益，知覺風險與顧客忠誠度之關係。中華管理評論國際學報，第十三卷，第二期。
10.何雍慶、蘇雲華，(1995)，服務行銷領域顧客滿意模式及服務品質模式之比較研究，輔仁管理評論。
11.邱瑋俊（2004）。產品涉入與品牌購買忠誠度之關聯性研究。未出版碩士論文，淡江大學管理科學研究所，臺北市。12.黃俊英、賴文彬（1990）。涉入的理論發展與實務應用。管理科學學報，，第七卷，第一期。
13.黃家蔚（2004）。促銷方式、產品涉入程度與促銷情境對消費者品牌評價與購買意願之影響。未出版碩士論文，國立成功大學企業管理研究所，臺南市。14.曾夢珊(2006)。客服中心服務品質對顧客滿意度與顧客忠誠度之影響—以 A 系統廠商為例(未出版之碩士論文)。私立朝陽科技大學，臺中市。15.楊錦洲（1996），「服務品質的意義與實踐」，管理雜誌，第二六０期。
16.林瑞琳(2011)，線上遊戲玩家的涉入程度、滿意度及忠誠度對商城道具購買意願之影響，國立東華大學社會暨公共行政學系研究所碩士論文，花蓮縣。17.林怡利(2007)。消費者便利商店印象與再購買意願之關係研究(未出版之碩士論文)。私立高苑科技大學，高雄市。18.林博凱(2010)。休閒農場之國外旅客滿意度研究—以東南亞地區遊客為例(未出版之碩士論文)。國立臺灣大學，臺北市。19.林陽助(1996)。顧客滿意決定模式與效果之研究—台灣自用小客車之實證(未出版之碩士論文)。國立臺灣大學，臺北市。20.張淑惠(1993)，S-O-R模型在消費者涉入理論之應用的檢討，德明學報，第九期。
21.張艾君(2016)。涉入程度、知覺價值與顧客滿意度關係之研究－以芳療保健為例。南華大學，企業管理學系管理科學碩博士班，嘉義縣。22.洪世峰(2012)。大台南市量販店之服務品質、顧客滿意度與顧客忠誠度相關性之研究—以信任與關係慣性為干擾變數(未出版之碩士論文)。私立南台科技大學，臺南市。23.周俊呈 (2014)。使用智慧型手機之知覺有用性、知覺易用性、 行為態度、滿意度對品牌忠誠度之影響。僑光科技大學，企業管理研究所，台中市。
24.林偉智，(2010)，國立台灣大學綜合體育館服務品質、服務滿意度與再購意願之研究，台北師範大學碩士論文。25.梁新珍(2018)。顧客自發行為、從眾行為、滿意度與 再購意願之影響一以桃園市 國小教師團購為例。大葉大學 休閒事業管理學系碩士在職專班之碩士論文。26.胡凱傑、呂明穎與黃美婕(2010)。航空貨運站服務品質、創新能力與企業形象對顧客滿意度與忠誠度之影響。商略學報。
27.孫雲彤(2018)。體驗行銷、品牌形象對顧客滿意度及再購意願之影響- 以愛幸福實習企業為例。遠東科技大學創新設計與創業管理研究所碩士論文。28.翁崇雄（1998）。期望服務與服務績效影響服務品質評量之研究。台大管理論叢。
29.陳瑞辰(2007)。游泳池服務品質、顧客滿意度與再購意願之研究—以臺北縣三重市地區游泳池為例(未出版之碩士論文)。國立臺灣師範大學，臺北市。30.陳俞伶(2008)。觀光吸引力、服務品質、知覺價值、顧客滿意度及忠誠度之研究—以白蘭氏、大黑松小倆口觀光工廠為例(未出版之碩士論文)。私立靜宜大學，臺中市。31.鄭國男(2010)應用假期滿意度模式及遊客感知遊憩服務水準探討遊憩區景點遊客滿意度之研究 —以日月潭國家風景區為例：淡江大學運輸管理學系運輸科學碩士班碩士論文。32.溫明桂、張鉯威(2015)。觀光吸引力對遊客滿意度與重遊意願影響之研究－以新竹縣內灣風景區為例。休閒事業研究。
33.廖文正（2003）。球鞋業產品涉入程度與促銷活動對產品屬性影響之研究，淡江大學管理科學學系研究所碩士論文，新北市。34.蔡士傑(2005)。運動健身俱樂部服務品質、顧客滿意度與再購意願之研究—以桑富士運動俱樂部為例(未出版之碩士論文)。國立臺灣師範大學，臺北市。35.鍾承坤 (2008)。台茂購物中心 A-Zone 動力站消費者服務知覺、消費動機、環境知覺、活動效果與忠誠度之相關研究(未出版之碩士論文)。國立臺灣體育大學，臺中市。36.歐勁麟（2012）。以科技接受模式探討智慧型手機購買之行為意圖-以iPhone 手機為例。國立高雄應用科技大學企業管理系碩士在職專班碩士論文，未出版，高雄。37.賴淑慧、蕭穎謙和高詩雯，2013，旅遊動機、知覺價值及旅遊滿意度對重遊意願之影響，運動與遊憩研究，8。
38.顏月慧（2013）。運用科技接受模式探討智慧型手機使用者之購買意願─以促銷活動為中介變項。南華大學業管理系管理科學碩博士班，嘉義縣。 第二節 英文文獻
1.Akhter,Syed H.,(2010),Service Attributes Satisfaction and Actual Repurchase Behavior: The Mediating Influence of Overall Satisfaction and Purchase Intention, Journal of Consumer Satisfaction, Dissatisfaction & Complaining Behavior.
2.Akinci, Serkan, Eda Atilgan-Inan, & Safak Aksoy, (2010), Re-assessment of E-S-Qual and E-RecS-Qual in a pure service setting, Journal of Business Research.
3.Al-hawari, M. (2008). The influence of traditional service quality factors on customer satisfaction : a practical study within the context of Australian banking. The Business Review, Cambridge.
4.Anderson, E. W., Fornell, C. & Lehmann, D. R., (1994), Customer Satisfaction, Market Share, and Profitability: Findings from Sweden, Journal of Marketing.
5.Apsler, R., & Sears, D. O. (1968). Warning, personal involvement, and attitude change. Journal of personality and social psychology.
6.Asubonteng, P., McCleary, K.J. and Swan, J.E. (1996), SERVQUAL revisited: a critical review of service quality, The Journal of Services Marketing.
7.Baker, T. L. , Hunt, J. B., and Scribner, L. L. (2002). The effect of introducing a new brand on consumer perceptions of current brand similarity: The roles of product knowledge and involvement,” Journal of Marketing Theory and Practice.
8.Beatty, S. E., and Smith, S. M. (1987). External search effort: An investigation across several product categories. Journal of Consumer Research.
9.Beharrell, B. and Dennison T. J. (1995). Involvement in a routine food shopping context. British Food Journal.
10.Belk, R. W. (1975), Situational Variables and Consumer Behavior.Journal of Consumer Research, Vol. 2.
11.Bennett, Rebekah & Sharyn Rundle-Thiele, (2004), Customer satisfaction should not be the only goal”, Journal of Services Marketing.
12.Bhattacherjee, A. (2001). Understanding information systems continuance:An expectation-confirmation model. MIS Quart, Vol. 25(3).
13.Bhattacherjee, A., (2001), An Empirical Analysis of the Antecedents of Electronic Commerce Service Continuance, Decision Support Systems, Vol.32, No.2.
14.Bitner, M. J. (1990). Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses. Journal of Marketing.
15.Blackwell, R. D., Miniard, P. W., & Engel, J. F.（2001）. Consumer Behavior（9th ed.）.Ohio：South－Western.
16.Bloch, P. H. (1981), An Exploration into the Scaling of Consumers Involvement with a Product Class, Advances in Consumer Research, Vol. 8.
17.Bloch, P. H., & Richins, M. L. (1983), A Theoretical Model for the Study of Product Importance Perceptions. Journal of Marketing, Vol. 47.
18.Bloch, P. H., Sherrell, D. L., and Ridgway, N. M. (1986). Consumer search: An extended framework. Journal of Consumer Research.
19.Bolton, R. N. & Drew, J. H. (1991). A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes. Journal of Marketing.
20.Burgess, A. & Cooper. (2002). Towards a conceptual framework for understanding online service quality (OLSQ) in business to business trade, .
21.Cardozo, R. N., (1965), An Experimental Study of Customer Effort, Expectation, and Satisfaction, Journal of Marketing Research.
22.Chaudhuri, A. & M. B. Holbrook (2001), The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty, The Journal of Marketing.
23.Chang, Shu-Chun, Pei-Yu Chou, & Wen-Chien Lo , (2013), “Evaluation of satisfaction and repurchase intention in online food group-buying, using Taiwan as an example”, British Food Journal.
24.Caruana, Albert, (2002), “Service loyalty: The effects of service quality and the mediating role of customer satisfaction”, European Journal of Marketing.
25.Carpenter, J. M., (2008), “Consumer Shopping Value, Satisfaction and Loyalty in Discount Retailing”, Journal of Retailing and Consumer Services.
26.Castan˜eda,Jose´Alberto,(2011),RelationshipbetweenCustomer Satisfaction and Loyalty on the Internet, J Bus Psychol.
27.Celsi, R. L., and Olson, J. C. (1988). The role of involvement in attention and comprehension processes. Journal of Consumer Research, Vol.15 (September).
28.Chou, Chieh-min & Aswin Kinsuwan, (2013), Factors Affecting Purchase Intention of Online Game Prepayment Card–Evidence from Thailand, Journal of Internet Banking and Commerce.
29.Churchill, G. A., Jr. and C. Surprenant, (1982). "An Investigation Into the Determinants of Customer Satisfaction", Journal of Marketing Research, 19 (November), 1982.
30.Churchill,G.A.,Jr & Carl,S.(1982).An Investigation into the determinations of consumer satisfaction.Journal of Marketing research.
31.Clarke, K. & Belk, R. W. (1987), The Effect of Product Involvement and Task Definition on Anticipated Consumer Effort. Consumer Research, Vol. 5.
32.Cronin, J. J., M. K. Brady, and G. T. M. Hult, (2000), “Assessing the Effects of Quality,Value, and Customer Satisfaction on Consumer Behavioral Intention in Service Environment”, Journal of Retailing.
33.Dabholkar, P.A., Thorpe, D.I. & Rentz, J.O. (1996), “A Measure of Service Quality for Retail Stores: Scale Development and Validation”, Journal of Academy of Marketing Science.
34.Dalla Pozza, Ilaria (2014), “Customer experiences as drivers of customer satisfaction”, Gestion 2000, 31(3), 115-138.
35.Day, R. L., (1977), “Extending the Concept of Consumer Satisfaction”, Atlanta：Association for Consumer Research.
36.Davis, F. D., Bagozzi, R. P. & Warshaw, P. R. (1989). User Acceptance of Computer Technology: A Comparison of Two Theoretical Models. Management Science, 35(8).
37.Davis, F. D. (1989). Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. MIS Quarterly, 13(3).
38.Dharmesti, Maria Delarosa Dipta & Sahid Susilo Nugroho, (2012), “The Antecedents of Online Customer Satisfaction and Customer Loyalty”, The Business &Management Review.
39.Ding, David Xin, Hu, Paul Jen-Hwa, & Sheng, Olivia R. Liu, (2011),“e-SELFQUAL : a scale for measuring online self-service quality”, Journal of Business Research.
40.Dodds,W.B., Monroe,K. B., & Grewal, D. (1991). Effects of Price,Brand, and Store Information on Buyers' Product Evaluations Joumal of Marketing Research;Aug.
41.Eisenbeiss, Maik, Cornelißen, Markus, Backhaus, Klaus, and Hoyer, Wayne (2014), “Nonlinear and asymmetric returns on customer satisfaction: do they vary across situations and consumers?”, Journal of the Academy of Marketing Science.
42.Engle, J. F., Blackwell, R. D., & Miniard, Paul W. (1995). Consumer Behavior.(8th ed.). Orlando: The Dryden Press.
43.Engel, J. F., and Blackwell, R. D. (1982). Consumer Behavior (4th edition).
44.Engel, J.F., Kollat. D.T., & Blackwell. R.D., (1978), Consumer behavior. 3rd (ed), New York. Holt, Rinehart and Winston, Inc.
45.Erdem,T., Swait, S., and Valenzuela, A. (2006). Brand as signals: A cross-country validation study. Journal of Marketing Research.
46.Fatima, Johra Kayeser & Mohammed Abdur Razzaque, (2013), “Roles of customer involvement in rapport and satisfaction”, Asia Pacific Journal of Marketing and Logistics.
47.Fishbein, M., & Ajzen, I. (1975). “Belief, attitude, intention, and behavior: An introduction to theory and research, Reading,” MA: Addison-Wesley.
48.Fornell, C.,(1992),“A National Customer Satisfaction Barometer: The Swedish Experience,” Journal of Marketing.
49.Fornell,C.,Johnson,M.D.,Anderson,E.W.,Cha,j., & zryant,B.E.(1996).The American customer satisfaction index: Nature, purpose, and findings.Journal of Marketing.
50.Forsythe, Perry John, (2016), “Construction service quality and satisfaction for a targeted housing customer”, Engineering, Construction and Architectural Management.
51.Gefen, D., Karahanna, E., & Detmar, W. S. (2003). Trust and TAM in Online Shopping: An Integrated Model. MIS Quarterly.
52.Giese, Joan L and Cote, Joseph A (2000), “Defining Consumer Satisfaction,”Academy of marketing science review.
53.Goldsmith, R.E., and Emmert, J. (1991). Measuring product category involvement: A multitrait multimethod study. Journal of Business Research.
54.Gronholdt, L., Martensen, A., & Kristensen, K. (2000). The relationship between customer satisfaction and loyalty: cross-industry differences. Total quality management.
55.Gronroos, C. (1984). A service quality model and its marketing implications.European Journal of Marketing.
56.Ha , Hong-Youl Siva K. Muthaly Raphaël K. Akamavi, (2010), “Alternative explanations of online repurchasing behavioral intentions”, European Journal of Marketing.
57.Hample, D.J. (1977). Consumer Satisfaction With the home buying process: conceptualization and measurement. Cambridge, mass: marketing science institute.
58.Hellier,P.K.,Geursen,G.M.,Carr,R.A. & Rickard, J . A .(2003). Customer repurchase intention: A general structural equation model. European Journal of Marketing.
59.Houston, M. J., & Rothchild, M. L. (1978). Methodological perspectives in involvement, research frontiers in marketing: Dialogues and direction, Chicago, IL: American Marketing Association.
60.Hsin, H.C. & W.W.Hsin(2011),“The moderating effect of customer perceived value on online shopping behavior”, Online Information Review.
61.Karahanna, E., Straub, D. W., & Chervany, N. L. (1999). Information technology adoption across time: A cross-sectional comparison of pre-adoption and post-adoption beliefs. MIS quarterly, 23(2).
62.Kenney, Matthew G. & Nile M. Khanfar, (2009), “Antecedents of Repurchase Intention: Propositions Towards Using Marketing Strategy to Mitigate the Attrition of Online Students”, Services Marketing Quarterly.
63.Khan, M. Sajid, Naumann, Earl, & Williams, Paul, (2012), “Identifying the Key Drivers of Customer Satisfaction and Repurchase Intentions: An Empirical Investigation of Japanese B2B Services”, Journal of Consumer Satisfaction, Dissatisfaction & Complaining Behavior.
64.Kim, M. K., Park, M. C., & Jeong, D. H. (2004). The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile Telecommunication services. Telecommunucations Policy.
65.Krugman, H. E. (1965), The Impact of Television Advertising: Learning without Involvement, Public Opinion Quarterly, Vol. 29, No. 3.
66.Kotler, P. & Keller, K. L. (2009). Marketing management (13th ed.), Upper Saddle River, N.J., Pearson Prentice Hall.
67.Kotler, P. (2000). Marketing management: Analysis, Planning, Implementation and Control.10th Ed. (NJ: Prentuce Hall)
68.Kotler,P.(1999).Marketing Management analysis, Planning,implementation and Control, 9th ed., Englewood Cliffs, New Jersey,NJ: Prentice. Hall, inc.
69.Kotler, P (2003). Marketing management : Planning , Implementation, and Control. 10 th ed.NJ:Pretice Hall.
70.Kotler, P. and G. Amstrong, (2004), Marketing, An Introduction. 5thed, New Jersey.
71.Kotler, P. and K. L. Keller, (2006), Marketing Management, 12th ed., Prentice-Hall Inc.
72.Kotler, P. & K. L. Keller (2009), Marketing Management (13th ed.), Upper addle River, NJ: Prentice-Hall.
73.Kuo, Y., Wu C., & Deng, W. (2009). The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services. Computers in Human Behavior.
74.Laurent, G.P. & Kapferer, J.N.（1985）. Measuring Consumer Involvement Profiles.Journal of Marketing Research.
75.Law, Agnes K.Y., Y.V. Hui, Xiande Zhao, (2004),“Modeling repurchase frequency and customer satisfaction for fast food outlets”, International Journal of Quality & Reliability Management.
76.Lee, Yoon & Lee, (2007), Investigating The Relationships among Perceived Value, Satisfaction, and Recommendations: The Case of The Korean DMZ. Tourism Management, Vol.
77.Lethinen, & Lethinen, J. R.(1991). Service Quality: A Study of Quality Dimensions, unpublished working paper.Helsinki: Service Management Institute, Finland OY.
78.Lastovicka, J. L., and Gardner, D. M. (1979). Components of Involvement. Attitude Research Plays for High Stakes, Ed.
79.Lehtinen, U., & Lehtinen, J. R. (1982). Service quality : a study of quality dimensions.unpublished Working Paper, Service Management Institute, Helsinki.
80.Levitt, T., (1972), “Production-line Approach to Service”, Harvard Business Review.
81.Liao, C., Lin, H. N., Liu, Y. P. (2010). Predicting the use of pirated software: a contingency model integrating perceived risk with the theory of planned behavior. Journal of Business Ethics, 91(2).
82.Lin , Chuan - Chuan, & Lu, Hsipeng,(2000). “Towards an understanding of the Behavioural intention to use a web site.” International Journal of Information Management.
83.Lin, Chinho & Watcharee Lekhawipat (2014),“Factors affecting online repurchase intention”, Industrial Management & Data Systems.
84.Machleit,K.A.&Mantel,S.P. (2001).Emotional Response and Shopping Satisfaction:Moderating Effects of Shopper Attributions,Journal of Business Research.
85.Mahapatra, Sabita (2014),“Expectation Experience and Action across Consumers' Purchase Cycle.”AMA Winter Educators' Conference Proceedings.
86.Mittal, Banwari & Walfried M. Lassar, (1998),“Why do customers switch ? The dynamics of satisfaction versus loyalty”,Journal of Services Marketing.
87.Mittal, V. & Kamakura, W.A. (2001),“Satisfaction, repurchase intent, and repurchase behavior: investigating the moderating effect of customer characteristics”, Journal of Marketing Research.
88.Monroe, K. B. (1990), Ann Arborm MI：Association for Consumer Research, Low Involvement, A Second Look, Advances in Consumer Research, Vol. 8.
89.Morwitz & Schmittlein. (1992). Using segmentation to improve sales forecasts based on purchase intent: Which intenders’ actually buy? Journal of Marketing Research.
90.Nagengasta, Liane, Heiner Evanschitzkyb, Markus Blutc, & Thomas Rudolph,(2014), “New Insights in the Moderating Effect of Switching Costs on the Satisfaction–Repurchase Behavior Link”, Journal of Retailing.
91.Oliver, R.L. (1977). Satisfaction: A Behavioral Perspective on the Consumer. McGraw-Hill, N.Y.
92.Oliver, R. L., (1980),“A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions” , Journal of Marketing Research.
93.Oliver, R. L., (1981), “ Measurement and Evaluation of Satisfaction Processes in.
94.Oliver, R. L. & Bearden, W. O. (1983), The Role of Involvement Satisfaction Processes, in Advance in Consumer Research, AnnArbor, MI: Association for Consumer Research.
95.Oliver, R.L. (1999), “Whence consumer loyalty?”, Journal of Marketing.
96.Parasuraman A., V. A. Zeithaml, and L. L. Berry, (1996), “The Behavioral Consequences of Service Quality”, Journal of Marketing.
97.Parasuraman, A., Zeithaml, V. A. & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing.
98.Parasuraman, A., Zeithaml, V. A. & Berry, L. L. (1988). SERVQUAL: Amultiple-item scale measuring comsumerpreceptions of service quality.Journal of retailing.
99.Pariseau, Susan E. and J. R. McDaniel, (1997), “Assessing Service Quality in Schools of Business”, International Journal of Quality and Reliability Management.
100.Peter, J. P., and Olsen, J. C. (1987). Consumer Behavior & Marketing Strategy.
101.Petty, R. E., J. T. Cacioppo, and D. Schumann, (1983), “Central and Peripheral Routes to Advertising Effectiveness: The Moderating Role of Involvement”, Journal of Consumer Research.
102.Pollack, Birgit Leisen, (2015),“Are Moderators of the Customer Satisfaction–Repurchase Intention Relationship Contingent on the Service Category? An Exploratory Investigation”, Services Marketing Quarterly.
103.Powers, Thomas L.(2013),“Shopping behaviour and satisfaction outcomes”,Journal of Marketing Management.
104.Roca, J. C., Chiu, C. M., and Martínez, F. J., 2006, “Understanding E-learning Continuance Intention: An Extension of The Technology Acceptance Model”, International Journal of Human-Computer Studies, Vol.64, No.8.
105.Sasser, W. E., Olsen, R. P. & Wyckoff, D. D. (1978). Management of Service Operations, Ch.1, Boston: Allyn and Bacon.
106.Sherif, M. & Cantril, H. (1947), The Psychology of Ego-Involvement.New York: John Wiley and Sons.
107.Siu, Noel Yee-Man , Tracy Jun-Feng Zhang, & Cheuk-Ying Jackie Yau,(2013),“The Roles of Justice and Customer Satisfaction in Customer Retention: A Lesson from Service Recovery”, J Bus Ethics.
108.Srinivasan, N. (1987). A path analytic model of external search for information for new automobiles. Advances in Consumer Research.
109.Swinyard, W. R. (1993), The Effects of Mood, Involvement, and Quality of Store Experience on Shopping Intentions, Journal of Consumer Research, Vol. 20.
110.Szymanski, D. M. & R. T. Hise (2000),“e-Satisfaction: An Initial Examination”, Journal of Retailing.
111.Thong, Y. L., Hong, S. J., and Tam, K. Y., (2006), “The Effects of Post-Adoption Beliefs on The Expectation-Confirmation Model for Information Technology Continuance”, International Journal of Human-Computer Studies, Vol.64, No.9.
112.Tsiros, Michael & Vikas Mittal, (2000),“Regret: A model of its antecedents and consequences in consumer decision making”,Journal of Consumer Research.
113.Tsiotsou, R. (2006). The role of perceived product quality and overall satisfaction on purchase intentions. International Journal of Consumer Studies.
114.Verbeke, W., and Vackier, I. (2004). Profile and effects of consumer involvement in fresh meat. Meat Science.
115.Voss, Glenn B., Godfrey, Andrea, and Seiders, Kathleen (2010),“How Complementarity and Substitution Alter the Customer Satisfaction-Repurchase Link”, Journal of Marketing.
116.Walsh, Gianfranco, Heiner Evanschitzky, & Maren Wunderlich, (2008),“Identification and analysis of moderator variables“, European Journal of Marketing.
117.Warrington, P., and Shim, S. (2000). An empirical investigation of the relationship between product involvement and brand commitment.Psychology & Marketing, Vol.17(9).
118.Wolfinbarger & Gilly (2003). eTailQ:dimensionalizing, measuring and predicting etail quality, Journal of Retailing.
119.Woodside & Lysonski. (1989). A general model of traveler destination choice. Journal of Travel Research.
120.White, L. & Johnson, L. W. (1998), A Conceptual Model of Relative Influence in Decision Making in a Professional Service Context, Journal of Professional Services Marketing, Vol. 16, No. 2.
121.Wyckoff, D. D., 1984. New tools for achieving service quality, Cornell Hotel and Restaurant Administration Quarterly.
122.Yang & Peterson. (2004). Customer perceived value, satisfaction and loyalty: The role of switching costs, Psychology Marketing.
123.Yu, C. H., Chang, H. C., & Huang, G. L. (2006). A study of service quality, customer satisfaction and loyalty in Taiwanese leisure industry. Journal of American Academy of Business.
124.Zaichkowsky, J. L. (1985). Measuring the Involvement Construct. Journal of Consumer Research.
125.Zaichkowsky, J. L. (1986). Conceptualizing involvement. Journal of Advertising.
126.Zeithaml, Berry and Parasuraman, "Communication and Control Processes in the Delivery of Service Quality," Journal of Marketing, April 1988.
127.Zeithaml, V.A., & Bitner, M.J. (2000). Services marketing: integrating customer focus across the firm 2nd. (ed). London: McGraw-Hill.
128.Zeithaml, V. A., Bitner, M. J., & Gremler, D. D.(2009). Service marketing: Integrating customer focus across the firm. NY: McGraw-Hill Companies, Inc.
第三節 網路資料
中華民國經濟部商業司一般廣告服務業的商工登記營業項目代碼https://gcis.nat.gov.tw/cod/browseAction.do?method=browseV7&layer=4&code=I401010
World Internet Users Statistics and 2019 World Population Stats
https://www.internetworldstats.com/stats.htm
TWNIC 財團法人台灣網路資訊中心
https://www.twnic.net.tw/webstatistic.php