English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  Items with full text/Total items : 110944/141864 (78%)
Visitors : 47846258      Online Users : 994
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
Scope Tips:
  • please add "double quotation mark" for query phrases to get precise results
  • please goto advance search for comprehansive author search
  • Adv. Search
    HomeLoginUploadHelpAboutAdminister Goto mobile version
    政大機構典藏 > 商學院 > 企業管理學系 > 學位論文 >  Item 140.119/59776
    Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/59776


    Title: Web2.0網站的B2B價值共創模式下影響忠誠度的因素研究
    The study of the factor which impact loyalty under web2.0 b2b value co-creation mode the study of the factor which impact loyalty under web2.0 B2B value co-creation mode
    Authors: 林大維
    Contributors: 洪叔民
    林大維
    Keywords: Web2.0
    B2B滿意度模型
    價值共創
    顧客忠誠度
    網友評價
    Date: 2009
    Issue Date: 2013-09-03 14:39:24 (UTC+8)
    Abstract: 本研究以B2B忠誠度模型探討Web2.0評價網站中同時身為價值共創夥伴與顧客的公司在選擇該平台時所在意的因素,分別探討服務品質對滿意度、關係績效對滿意度、成本績效對滿意度以及滿意度與忠誠度的關係。並以評價網站中的特殊因素-網友評價作為干擾變數,對這些價值共創夥伴持續使用該平台意願的影響。
      而本研究選擇愛評網當作個案網站,針對其平台的顧客-餐廳以及該平台的使用者進行開放性的價值共創訪談,確定本研究的研究方向與架構後針對餐廳端設計問卷並且發放,總共回收90份有效問卷,以Partial Least Square(PLS)進行分析,得到以下結論:
    -服務品質對顧客滿意度有正向影響
    -關係績效對顧客滿意度有正向影響
    -成本績效對顧客滿意度有正向影響
    -顧客滿意度對顧客忠誠度有正想影響
    -網友評價對顧客忠誠度有顯著調節效果
    Reference: 英文文獻:

    (1) Adner, R. (2006), “Match Your Innovation Strategy to Your Innovation Ecosystem”, Harvard Business Review, 84(4), pp. 98-107.

    (2) Anderson, Chris (2004), “The Long Tail”, Wired, 12(1),pp.1-5.
    (3) Anita, D.B. and Ulrike, S. (2006), “The Role of Relational and Operational Performance in Business-to-Business Customers’ Adoption of Self-Service Technology”, Journal of Service Research, 8(4), pp. 372-385.

    (4) Arthur, A.and John, H. (1996), “The Real Value of ON-LINE Communities”, Harvard Business Review, pp. 134-141.

    (5) Barnes, S.and Vidgen, R. (2002), “An integrative approach to the assessment of e-commerce quality”, Journal of Electronic Commerce Research. 3(3), pp. 114-127.

    (6) Beth, Davis S., Cornelia D., John T. Mentzer, and Matthew B. Myers (2009), “Creating commitment and loyalty behavior among retailers: what are the roles of service quality and satisfaction?”, Journal of the Academy of Marketing Science, 37(4), pp. 440-454.

    (7) Brady, M. K. and Cronin, Jr., J. J. (2001), “Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach,”, Journal of Marketing, 65(3), pp. 34-49.

    (8) Bryant, L., Denise, A. J. and Sally, K. W. (2004), “Managing Value Creation within the Firm:An Examination of Multiple Performance Measures”, Journal of Management Accounting Research, 16(1), pp. 107-131.

    (9) Carbonara, N. (2005), “Information and Communication Technology and Geographical Clusters: Opportunities and Spread”, Technovation, 25(1), pp. 213–222.

    (10) Christopher, M. G., Payne, A. F., and Ballantyne, D. (1991), “Relationship Marketing: Bringing Quality, Customer Service and Marketing Together” ,Oxford: Butterworth-Heinemann.

    (11) Colwell, Scott(2009), “Effects of Organizational and Serviceperson Orientation on Customer Loyalty”, Management Decision,47(10), pp. 1489-1513.

    (12) Collier, J. E., and Bienstock, C. C. (2006), “Measuring Service Quality in E-Retailing”, Journal of Service Research, 8(3), pp. 260-275.

    (13) Collier, J. E., and Bienstock, C. C. (2009), “Model Misspecification: Contrasting Formative and Reflective Indicators for a Model of E-Service Quality”, Journal of Marketing Theory & Practice, 17(3), pp. 283-293.

    (14) Crawford, and Getty (1991), “Consumer Satisfaction/Dissatisfaction with Professional Service”, Journal of Professional Service Marketing, 7(2), pp. 19-25.

    (15) Davis, B. R. and Mentzer, J. T. (2006), “Logistics Service Driven Loyalty: An Exploratory Study,” Journal of Business Logistics, 27(2), pp. 53-73.

    (16) Devaraj, S., Fan, M. and Kohli, R. (2002), “Antecedents of B2C Channel Satisfaction and Preference: Validating E-commerce Metrics”, Information Systems Research, 13, pp. 316–333.

    (17) Dresner, M. and Xu, K. (1995), “Customer Service, Customer Satisfaction, and Corporate Performance in the Service Sector”, Journal of Business Logistics, 16(1), pp. 23-40.

    (18) Ellinger, A. E. and Daugherty, P. J. (1997), “The Relationship Between Integrated Logistics and Customer Service,” Transportation Research Part E, 33(2), pp. 129-138.

    (19) Ellinger, A. E., Daugherty, P. J., and Plair, Q. J. (1999), “Customer Satisfaction and Loyalty in Supply Chain: The Role of Communication,” Transportation Research Part E, 35(2), pp. 121-134.

    (20) Fornell, C., and D. F. Larcker.(1981), “Evaluating Structural Equation Models with Unobservable Variables and Measurement Error,” Journal of Marketing Research ,18(1), pp. 39-50.

    (21) Fornell, C., Michael D.J., Eugene, W.A., Jaesung, C., & Barbara, E. B.(1996),”The American Customer Satisfaction Index: Nature, Purpose, and Finding”, Journal of Marketing, 60(1), pp.7-18.

    (22) Fynes, B., Voss, C., and de Burca, S. (2005), “The Impact of Supply Chain Relationship Quality on Quality Performance,” International Journal of Production Economics, 96(3), pp. 339-354.

    (23) Gefen, D. (2002), “Reflections on the Dimensions of Trust and Trustworthiness among Online Consumers”, SIGMIS Database, 33(3), pp. 38-53.

    (24) Gefen, D.(2000), “E-Commerce: The Role of Familiarity and Trust,” Omega, 28(6), pp. 725-737.
    (25) Gefen, D., E. Karahanna, and D. W. Straub.(2003), “Trust and TAM in Online Shopping: An Integrated Model,” MIS Quarterly, 27(1), pp. 51-90.

    (26) Grace, T. R. & Jerry, L. (2006), “Ethical Customer Value Creation: Drivers and Barriers”, Journal of Business Ethics, 67(1), pp. 93-105.

    (27) Gale, B. T. (1994), “Managing Customer Value : Creating Quality and Service that Customer can See”, Simon and Schuster.

    (28) Graham D. April and Shaun Pather (2008), “Evaluating Service Quality Dimensions within e-Commerce SMEs,” Electronic Journal Information Systems Evaluation, 11 (3), pp. 109-124.

    (29) Harma, A., Grewal, D., and Levy, M. (1995), “The Customer Satisfaction / Logistics Interface,”, 16(2), pp. 1-21.

    (30) Innis, D. E. and La Londe, B. J. (1994), “Customer Service: The Key to Customer Satisfaction, Customer Loyalty, and Market Share,” Journal of Business Logistics, 15(1), pp. 1-27.

    (31) Internet World Stats(2010)
    http://www.internetworldstats.com/
    (Accessed on 2010/7/17)

    (32) John Musser with Tim O’Reilly & the O’Reilly Radar Team.(2006), “Web 2.0:Principles and Best Practices”, O’Reilly Media Inc..

    (33) Kabil, A., Friesen, G. B. and Sundaran, A., (1999), “Co-creation: A new source of value”, Outlook Journal, 2, pp. 38-43.

    (34) Kettinger, W.J. and Lee, C.C. (1997), “Pragmatic Perspectives on The Measuring of Information Systems Service Quality,” MIS Quarterly, 21(2), pp. 223-241.

    (35) Kettinger, W.J. and Lee, C.C. (2005), “Zones of Tolerance: Alternative Scales For Measuring Information Systems Service Quality”, MIS Quarterly, 29(4), pp. 607-623.

    (36) Kuckreja and Tanisha.( 2006), “China Set to Be the Number One Broadband Market by 2007”, Ovum Data Monitor Group.

    (37) Lehtinen, U., and Lehtinen, J. R. (1991), “Two Approaches to Service Quality Dimensions”, Service Industries Journal, 11(3), pp. 287-303.

    (38) Li, Y. N., Tan, K. C., and Xie, M. (2002), “Measuring web-based service quality”, Total Quality Management, 13(5), pp.685-700.

    (39) Loiacono, E. T., Watson, R. T., and Goodhue, D. L. (2002), “WEBQUAL: A Measure of Website Quality”, AMA Winter Educators` Conference Proceedings, 13, pp. 432-437.

    (40) Marcel, B., Allan, A., and Bettina B.(2010), “Users as Innovators: A Review, Critique, and Future Research Directions”, Journal of Management.

    (41) Meeker, Mary. (2005), “Global Technology/Internet Trends”, Morgan Stanley, San Francisico.
    (42) Normann, R. and Ramirez, R., (1993), “From value chain to value constellation: designing interactive strategy”, Harvard Business Review, 71(4), pp. 65-77.

    (43) Nunnally, J. C. (1978), “Psychometric Theory”, McGraw-Hill, New York.
    (44) Oliver, R. L. (1980), “A Cognitive Model of the Antecedents and Consequences of Satisfaction Decision,” Journal of Marketing Research, 17(4), pp. 460-469.

    (45) Oliver, R. L. and DeSarbo, W. S. (1988), “Response Determinants in Satisfaction Judgment,” Journal of Consumer Research, 14(4), pp. 495-507.

    (46) Panayides, P. M. and So, M. (2005), “The Impact of Integrated Logistics Relationships on Third-party Logistics Service Quality and Performance,” Maritime Economics and Logistics, 7(1), pp. 36-55.

    (47) Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1985), “A Conceptual Model of Service Quality and Its Implications for Future Research”, Journal of Marketing, 49(4), pp. 41-50.

    (48) Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1988). “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality”, Journal of Retailing, 64(1), pp. 5-6.

    (49) Parasuraman, A., Zeithaml, V. A., and Malhotra, A. (2005), “E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality”, Journal of Service Research, 7(3), pp. 213-233.

    (50) Pavlou, P. A. (2002), “Institution-Based Trust in Interorganizational Exchange Relationships: The Role of Online B2B Marketplaces on Trust Formation”, Journal of Strategic Information Systems ,11(3/4), pp. 215-243.

    (51) Pitt, L.F., Watson, R.T. & Kavan, C.B. (1995), “Service quality: a measure of information systems effectiveness”, MIS Quarterly, 19(2), pp. 173-188.

    (52) Pitt, L.F., Watson, R.T. & Kavan, C.B. (1997), “Measuring information systems service quality: concerns for a complete canvas”, MIS Quarterly, 21(2), pp. 209-223.

    (53) Porter, M.E. (1985), “Competitive Advantage”, Simon and Schuster, New York.
    (54) Prahalad, C. K. and Ramaswamy, V. (2000), “Co-opting Customer Competence”, Harvard Business Review, 68(3), pp. 79-91.

    (55) Premeaux, S. R., Abshire, R. D., Huston, C. R., and Premeaux, S. (1993), “The Industrial Marketing Implications of Perceptual Differences Between Shippers and Motor Carriers,” The Journal of Business and Industrial Marketing, 8(2), pp. 16-23.

    (56) Rappa, M., (2005), “Business Models on theWeb”
    http://digitalenterprise.org/models/models.html
    (Accessed on 2010/7/17)

    (57) Ramirez, R. (1999), “Value Co-production: Intellectual Origins And Implication For Practice And Research”, Strategic Management Journal, 20(1), pp. 49-65.

    (58) Sasser, W. E., Olsen, J. R. P., and Wyckoff, D. D. (1978), “Management of Service Operations: Text ,Cases and Readings”, Allyn & Bacon,Boston.

    (59) Scannell, T. V., Vickery, S. K., and Droge, C. L. (2000), “Upstream Supply Chain Management and Competitive Performance in the Automotive Supply Industry,” Journal of Business Logistics, 21(1), pp. 23-48.

    (60) Schauer, Brandon. (2005), “Experience Attributes: Crucial DNA of Web 2.0”
    http://www.adaptivepath.com/ideas/essays/archives/000547.php
    (Accessed on 2010/7/17)

    (61) Stank, T. P., Goldsby, T. J., and Vickery, S. K. (1999), “Effects of Service Supplier Performance on Satisfaction and Loyalty of Store Managers in the Fast Food Industry,” Journal of Operation Management, 17(2), pp. 429-447.

    (62) Stank, T. P., Goldsby, T. J., and Vickery, S. K. (2003), “Logistics Service Performance: Estimating Its Influence on Market Share,” Journal of Business Logistics, 24(1), pp. 27-55.

    (63) Stasbell, C. B. and Fjeldstad, O. D. (1998), “Configuring Value for Competitive Advantage: On Chain, Shops and Networks”, Strategic Management Journal, 19(5), pp. 413-437.

    (64) Suzuki, J. and Kodama, F. F. (2004), “Technological Diversity of Persistent Innovations in Japan: Two Case Studies of Large Japanese Firms”, Research Policy, 33(3), pp. 531-549.

    (65) Thomke, S. and Hippel, E. (2002), “Customers as Innovators: A New Way to Create Value”, Harvard Business Review, 80(4), pp. 74-81.

    (66) Tim O’Reilly.(2005), “What Is Web 2.0:Design Patterns and Business Models for the Next Generation of Software”, O`Reilly Media, Inc..

    (67) Timmers, P.,Gadient, Y.,Schmid, B. and Selz, D., (1998), “Business Models for Electronic Markets”, Electronic Markets, 8(2),pp. 3-8.

    (68) Tsai M.T.,Tsai C.L.,and Chang H.C.(2010), “The Effect of Cusstomer Value, Customer Satisfaction, and Switching Costs on Customer Loyalty: An Empirical Study of Hypermarkets In Taiwan”, SOCIAL BEHAVIOR AND PERSONALITY,, 38(6), pp. 729-740.

    (69) Vickery, S. K., Droge, C., Stank, T. P., Goldsby, T. J., and Markland, R. E. (2004),“The Performance Implications of Media Richness in a Business-to-Business Service Environment: Direct Versus Indirect Effects,” Management Science, 50( 8), pp. 1106-1119.

    (70) Watson, W.T., Pitt, L.F. & Kavan, C.B. (1998), “Measuring Information Systems’ Service Quality: Lessons From Two Longitudinal Case Studies”, MIS Quarterly, 22(1), pp. 61-79.

    (71) Watson, W.T., Pitt, L.F., Cunningham, C.J. and Nel, D. (1993), “User Satisfaction and Service Quality of The IS Department: Closing The Gaps”, Journal of Information Technology, 8, pp. 257-265.

    (72) Westbrook, R. A. and Oliver, R. L. (1991), “The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction,” Journal of Consumer Research, 18(1), pp. 84-92.

    (73) Wilding, R. and Juriado, R. (2004), “Customer Perceptions on Logistics Outsourcing in the European Consumer Goods Industry,” International Journal of Physical Distribution and Logistics Management, 34(7/8), pp. 628-644.

    (74) Wold, H. (1982), “Systems under indirect observation using PLS, A Second Generation of Mutivariate Analysis”, Praeger, pp.325-347.

    (75) Woodruff, R. B., Cadotte, E. R., and Jenkins R. J. (1983), “Modeling Consumer Satisfaction Processes Using Experience-Based Norms”, Journal of Marketing Research, 20( 3), pp. 296-304.

    (76) Yang C.C., Li C.,and Yang K.J.(2008), “The impact of employee satisfaction on quality and profitability in high-contact service industries”,

    (77) Yoo, B., & Donthu, N. (2001), “Developing a Scale to Measure the Perceived Quality of an Internet Shopping Site (Sitequal)”, Quarterly Journal of Electronic Commerce, 2(1),pp. 31-45.

    (78) O’Reilly Media(2010)
    http://www.oreillynet.com/,(Accessed on 2010/7/17)

    (79) Osterwalder (2006), Web2.0 Business Model Characteristics
    http://business-model-design.blogspot.com/2006/03/web20-business-model-characteristics.html, (Accessed on 2009/07/25)

    中文文獻:
    (1) 行政院資策會(2009),2005-2009台灣B2C網路購物市場規模調查報告,取自:行政院資策會,登錄時間:2009年8月2日 http://www.find.org.tw/。

    (2) 財團法人資訊工業策進會(2007),Web 2.0 網路上有錢,創意在裡面,台北市 : 經濟部技術處。

    (3) 財團法人資訊工業策進會(2006),Web2.0創新應用案例集:科技化服務新趨勢,台北市 : 經濟部技術處。

    (4) 方至民(2000)。企業競爭優勢。前程企業管理有限公司,台北。
    (5) 徐村和、王奕升(2008)。再現第三代行動服務之顧客價值:紮根詮釋學的應用。管理評論, 第27卷第3期,2008年7月,頁41-64 。

    (6) 鄭永祥、陳帝宏 (2005),汽車貨運業顧客滿意度之研究-以 Business-to-
    Business 之配送方式為例,中華民國運輸學會第二十屆學術論文研討會光碟。

    (7) 資訊工業策進會 FIND http://www.find.org.tw/find/home.aspx。

    (8) Web 2.0創新服務推動計畫網站 http://www.web20.org.tw/wp/。

    (9) 經濟部商情資訊網 http://gcis.nat.gov.tw/b-info/index.asp。

    (10) 台灣網路資訊中心(2010),台灣寬頻網路使用調查,取自:台灣網路資訊中心,登錄時間:2010年7月17日http://www.myhome.net.tw/2006_02/index.htm
    Description: 碩士
    國立政治大學
    企業管理研究所
    97355049
    98
    Source URI: http://thesis.lib.nccu.edu.tw/record/#G0097355049
    Data Type: thesis
    Appears in Collections:[企業管理學系] 學位論文

    Files in This Item:

    File SizeFormat
    504901.pdf1165KbAdobe PDF2771View/Open


    All items in 政大典藏 are protected by copyright, with all rights reserved.


    社群 sharing

    著作權政策宣告 Copyright Announcement
    1.本網站之數位內容為國立政治大學所收錄之機構典藏,無償提供學術研究與公眾教育等公益性使用,惟仍請適度,合理使用本網站之內容,以尊重著作權人之權益。商業上之利用,則請先取得著作權人之授權。
    The digital content of this website is part of National Chengchi University Institutional Repository. It provides free access to academic research and public education for non-commercial use. Please utilize it in a proper and reasonable manner and respect the rights of copyright owners. For commercial use, please obtain authorization from the copyright owner in advance.

    2.本網站之製作,已盡力防止侵害著作權人之權益,如仍發現本網站之數位內容有侵害著作權人權益情事者,請權利人通知本網站維護人員(nccur@nccu.edu.tw),維護人員將立即採取移除該數位著作等補救措施。
    NCCU Institutional Repository is made to protect the interests of copyright owners. If you believe that any material on the website infringes copyright, please contact our staff(nccur@nccu.edu.tw). We will remove the work from the repository and investigate your claim.
    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - Feedback