B2C电子商务顾客价值与顾客忠诚度的关系研究

浙江大学博士学位论文B2C电子商务顾客价值与顾客忠诚度的关系研究姓名：查金祥申请学位级别：博士专业：企业管理指导教师：马庆国20060501B2C电子商务顾客价值与顾客忠诚度的关系研究作者：查金祥学位授予单位：浙江大学参考文献(317条)1.AilsaK.LizLK.PuiCCThereluctantHongKongconsumer:purchasingtravelonline1999(03)2.AlbaJ.LynchJ.WeitzB.Janiszewski,C,Luts,R,Sawyer,A.Wood,SInteractivehomeshopping:consumer,retailer,andmanufacturerincentivestoparticipateinelectronicmarketplaces1997(03)3.AlbrechtKTheonlythingthatmatters19924.AlbrechtT.BachBCommunicationincomplexorganizations:Arelationalapproach19975.AllardCRvanR.Hanjaaps.EendyJE-servicequalityexpectations:acasestudy2003(04)6.AllenC.KaniaD.YaeckelBInternetworldguidetoone-to-onewebmarketing19987.AndersonEW.FornellC.LehmannDRCustomerSatisfaction,MarketShare,andProfitability:FindingsfromSweden1994(03)8.AndersonEW.SullivanMWTheantecedentsandconsequencesofcustomersatisfactionforfirms1993(02)9.AndersonRE.SrinivasanSSE-satisfactionande-loyalty:Acontingencyframework2003(02)10.AnsellM.LaffeyDJ.SharpJAAne-SERVQUALefficiencydimensionbasedevaluationofUKfinancialserviceswebsites[WorkingPaperNo61KentBusinessSchool]200411.AweSCTrustandriskinInternetcommerce2001(05)12.BabinBJ.WilliamRD.MitchGWorkand/orFun:MeasuringHedonicandUtilitarinShoppingValue1994(03)13.BadreANTheeffectsofcrossculturalinterfacedesignorientationonworldwidewebuserperformance200014.BakosJYReducingbuyersearchcosts:implicationsforelectronicmarketplaces1997(12)15.BalabanisG.ReynoldsN.SimintirasABasesofe-storeloyalty:Perceivedswitchingbarriersandsatisfaction2006(59)16.BarkiH.HartwickJInterpersonalconflictanditsmanagementininformationsystemdevelopment2001(02)17.BarnesJGSecretsofcustomerrelationshipmanagement:it'sallabouthowyoumakethemfeel200018.BeattySE.smithSMExternalsearcheffort:aninvestigationacrossseveralproduductcategories1987(14)19.BelangerF.HillerJ.SmithWTrustworthinessinelectroniccommerce:theroIeofprivacy,security,andsiteattributes2002(11)20.BerryLL.ParasuramanAMarketingServices199121.BhattacherjeeAAnempiricalanalysisoftheantecedentsofelectroniccommerceservicecontinuallce2001(32)22.BitneLMJ.BernardHB.MarySTTheserviceencounter:diagnosingfavorableandunfavorableincidents1990(01)23.BlochM.segevATheimpactofelectroniccommerceonthetravelindustry,ananalysismethodologyandcasestudy199724.BoltonGE.KatokE.OckenfelsAHoweffectiveareonlinereputationmechanisms?200225.BourdeauL.ChebaIJC.CoutnrierCInternetconsumerValueofuniVersitystudents:E-mail-vs.-Webusers2002(09)26.BradvM.CroninJCustomerorientation:effectsoncustomerserviceperceptionsandoutcomebehaviors2001(03)27.BrownGBrandloyalty-factorfiction?1952(01)28.BrynjolfssonE.SmithMDFrictionlesscommerce?AcomparisonofInternetandconventionalretailers2000(04)29.BurgessLAconceptualframeworkforunderstandingandmeasuringperceivedservicequalityinNet-basedcustomersupport200430.CameronMContentthatworksontheweb1999(11)31.CaoY.GrucaTS.KIemzBRInternetpricing,pricesatisfaction,andcustomersatisfactionp2004(02)32.CarlsonJ.SinnappanS.KrizAAconceptualframeworktomanagee-loyaltyinBusiness-to-Customer-Commerce33.CarolaLTheroleoftrustinthedevelopmentofweb-basedcustomerrelationships34.CaseT.BumsOM.DickGNDriversofon-linepurchasingamongU.S.universitystudents200135.CaswellSWomenenjoyE-shoppinglessthanmen200036.ChaffeyD.RichardM.KevinJ.Fiona,E.CIntemetmarketing-strategy,implementationandpractice200037.ChainStoreAge-thesurveysays1999(01)38.ChandonP.WansinkB.LaurentGAbenefitCongruencyframeworkofsalespromotioneffectiveness2000(04)39.ChartersDElectronicmonitoringandprivacyissuesinbusiness-marketing:theethicsofthedoubleclickexperience2002(04)40.ChauP.ColeM.MasseyPA.Montoya-Weiss,M.O'Keefe,MCulturaldifferencesintheonlinebehaviorofconsumers2002(10)41.ChaudhuriA.MorrisBHThechainofeffectsfrombrandtrustandbrandaffecttobrandperformance:Theroleofbrandloyalty2001(02)42.CheskinResearchGroupTrustinthewiredAmericas43.ChoN.ParkSDevelopmentofelectroniccommerceuser-consumersatisfactionindex(ECUSI)forIntemetshopping2001(08)44.CitrinAV.SprottDE.SilvermanSN.Steem,D.EAdoptionofInternetshopping:theroleofconsumerinnovativeness2000(07)45.C0unD.ThomasD.FrenchTIM.Michael,PMarketingin3-D1999(04)46.CowlesDTheroleoftrustincustomerrelationships:askingtherightquestions1997(3-4)47.CroninJ.BradyM.ThomasG.Hult,MAssessingtheeffectsofquality,valueandcustomersatisfactiononconsumerbehaviouralintentionsinserviceenvironments2000(02)48.CrosbyLA.EvansICR.CowlesDRelationshipqualityinservicesselling:aninterpersonalinfluenceperspective1990(02)49.CunninghamRMBrandloyalty-what,where,howmuch?1956(01)50.DavisEDPerceivedusefulness,perceivedeaseofuseanduseracceptanceofinformationtechnology1989(09)51.DavisFD.BagozziRP.WarshawPRUseracceptanceofcomputertechnology:acomparisonoftwotheoreticalmodels1989(08)52.deKateSilverME-shock--Theelectronicshoppingrevolution:strategiesforrRetailersandmanufacturers199853.DeightonJThefutureofinteractivemarketing1996(01)54.DevarajS.FanM.KohliRAntecedentsofB2Cchannelsatisfactionandpreference:validatinge-commercemetrics2002(03)55.DianneC.CaroleB.JohnB.Joe,IBeyondtrust:websitedesignpreferencesacrosscultures56.DoneyPM.CannonJPAnexaminationofthenatur