博碩士論文 106481604 詳細資訊




以作者查詢圖書館館藏 以作者查詢臺灣博碩士 以作者查詢全國書目 勘誤回報 、線上人數:20 、訪客IP:3.17.141.105
姓名 Grandys Frieska Prassida(Grandys Frieska Prassida)  查詢紙本館藏   畢業系所 企業管理學系
論文名稱
(The Synergy of Logistics Service and Channel Integration in Omnichannel Retailing: A Study of Consumer’s Hybrid Shopping Experiences and Cross-Country)
相關論文
★ 在社群網站上作互動推薦及研究使用者行為對其效果之影響★ 以AHP法探討伺服器品牌大廠的供應商遴選指標的權重決定分析
★ 以AHP法探討智慧型手機產業營運中心區位選擇考量關鍵因素之研究★ 太陽能光電產業經營績效評估-應用資料包絡分析法
★ 建構國家太陽能電池產業競爭力比較模式之研究★ 以序列採礦方法探討景氣指標與進出口值的關聯
★ ERP專案成員組合對績效影響之研究★ 推薦期刊文章至適合學科類別之研究
★ 品牌故事分析與比較-以古早味美食產業為例★ 以方法目的鏈比較Starbucks與Cama吸引消費者購買因素
★ 探討創意店家創業價值之研究- 以赤峰街、民生社區為例★ 以領先指標預測企業長短期借款變化之研究
★ 應用層級分析法遴選電競筆記型電腦鍵盤供應商之關鍵因子探討★ 以互惠及利他行為探討信任關係對知識分享之影響
★ 結合人格特質與海報主色以類神經網路推薦電影之研究★ 資料視覺化圖表與議題之關聯
檔案 [Endnote RIS 格式]    [Bibtex 格式]    [相關文章]   [文章引用]   [完整記錄]   [館藏目錄]   至系統瀏覽論文 (2027-6-20以後開放)
摘要(中) 本研究基於刺激-組織-反應框架,從客戶的角度研究物流服務和渠道整合影響滿意度和行為意圖的機制。本研究採用基於網絡的調查來收集數據,並使用偏最小二乘結構方程模型進行模型評估。結果表明,物流服務質量是渠道整合質量的先決條件,這兩個變量協同影響客戶滿意度(特定交易和整體),從而產生行為意圖。特別是,結果表明,渠道整合質量和物流服務質量對特定交易滿意度的影響因不同的混合購物體驗而異。此外,結果證實了印尼和台灣消費者的總體滿意度和正面口碑分別對回購意願存在顯著差異。本研究對全渠道零售的文獻具有理論意義,對全渠道零售商的管理者俱有實際意義。
摘要(英) Grounded on the stimulus–organism–response framework, this study investigated the mechanism by which logistics service and channel integration influence satisfaction and behavioral intentions from customers’ perspectives. This study employed a web-based survey to collect data and used partial least squares structural equation modeling for model assessment. The results disclosed that logistics service quality is an antecedent of channel integration quality and that the two variables synergistically influence customer satisfaction (transaction-specific and overall) which subsequently generates behavioral intentions. Particularly, the results demonstrated that the respective impacts of channel integration quality and logistics service quality on transaction-specific satisfaction differ through the distinct hybrid shopping experiences. In addition, the results confirmed the significant difference between overall satisfaction and positive word-of-mouth on repurchase intention respectively, for Indonesian and Taiwanese consumers. This study had theoretical implications for the literature on omnichannel retailing and practical implications for managers of omnichannel retailers.
關鍵字(中) ★ 全渠道零售
★ 渠道整合質量
★ 物流服務質量
★ 顧客滿意度
★ 回購意向
★ 正面口碑
關鍵字(英) ★ Omnichannel retailing
★ Channel integration quality
★ Logistics service quality
★ Customer satisfaction
★ Repurchase intention
★ Positive word-of-mouth
論文目次 Chinese Abstract.......i
English Abstract.......ii
Table of Contents......iii
List of Figures........v
List of Tables.........vi
I. Introduction....................................1
II. Literature Review and Theoretical Foundation....5
2.1 Omnichannel Retailing...........................5
2.2 Channel Integration Quality.....................7
2.3 Logistics Service Quality.......................9
2.4 Hybrid shopping experiences.....................10
2.5 Customer Satisfaction...........................11
2.6 Stimulus–Organism–Response Framework............12
III. Research Model and Hypotheses Development.......14
3.1 Logistics Service Quality and Channel Integration Quality.................................................14
3.2 Channel Integration Quality and Customer Satisfaction............................................15
3.3 Logistics Service Quality and Customer Satisfaction ........................................................15
3.4 Customer Satisfaction and Repurchase Intention..16
3.5 Moderating Effects of Hybrid Shopping Experiences ........................................................16
3.5 Logistics Service Quality and Transaction-specific Satisfaction............................................17
3.6 Channel Integration Quality and Overall Satisfaction ........................................................18
3.7 Customer Satisfaction and Behavioral Intentions.18
3.8 Moderating Effects of Cross-country.............20
IV. Research Context and Methodology................22
4.1 Sample Selection................................22
4.2 Questionnaire Development.......................23
4.3 Data Collection.................................24
4.4 Common Method Bias..............................26
4.5 Statistical Analysis............................26
V. Results.........................................28
5.1 Research Model 1................................28
5.1.1 Assessment of Measurement Model.................28
5.1.2 Assessment of Structural Model.................31
5.1.3 Moderation Analysis.............................33
5.1.4 Robustness Check................................34
5.2 Research Model 2................................36
5.2.1 Assessment of Measurement Model.................36
5.2.2 Assessment of Structural Model.................39
5.2.3 Multigroup Analysis.............................42
5.2.4 Robustness Check................................44
VI. Discussion......................................46
6.1 Theoretical Implications........................47
6.2 Managerial Implications.........................49
VII. Conclusion......................................52
Bibliography............................................54
Appendix A. Questionnaire in Bahasa Indonesia...........71
Appendix B. Questionnaire in Chinese....................78
Appendix C. Measurement Items and Sources...............83
參考文獻 Akter, S., Hossain, M. I., Lu, S., Aditya, S., Hossain, T. M. T., & Kattiyapornpong, U. (2019). Does Service Quality Perception in Omnichannel Retailing Matter? A Systematic Review and Agenda for Future Research. Exploring Omnichannel Retailing, 71–97. https://doi.org/10.1007/978-3-319-98273-1_4
Alexander, B., & Blazquez Cano, M. (2020). Store of the future: Towards a (re)invention and (re)imagination of physical store space in an omnichannel context. Journal of Retailing and Consumer Services, 55(August), 101913. https://doi.org/10.1016/j.jretconser.2019.101913
Ameen, N., Tarhini, A., Shah, M. H., & Nusair, K. (2021). A cross cultural study of gender differences in omnichannel retailing contexts. Journal of Retailing and Consumer Services, 58(June 2020), 102265. https://doi.org/10.1016/j.jretconser.2020.102265
Ameen, N., Willis, R., & Hussain Shah, M. (2018). An examination of the gender gap in smartphone adoption and use in Arab countries: A cross-national study. Computers in Human Behavior, 89(June), 148–162. https://doi.org/10.1016/j.chb.2018.07.045
Arora, S., Parida, R. R., & Sahney, S. (2020). Understanding consumers’ showrooming behaviour: a stimulus–organism–response (S-O-R) perspective. International Journal of Retail and Distribution Management, 48(11), 1157–1176. https://doi.org/10.1108/IJRDM-01-2020-0033
Banerjee, M. (2014). Misalignment and Its Influence on Integration Quality in Multichannel Services. Journal of Service Research, 17(4), 460–474. https://doi.org/10.1177/1094670514539395
Bartschat, M., Cziehso, G., & Hennig-Thurau, T. (2022). Searching for word of mouth in the digital age: Determinants of consumers’ uses of face-to-face information, internet opinion sites, and social media. Journal of Business Research, 141(November 2021), 393–409. https://doi.org/10.1016/j.jbusres.2021.11.035
Beck, N., & Rygl, D. (2015). Categorization of multiple channel retailing in Multi-, Cross-, and Omni-Channel Retailing for retailers and retailing. Journal of Retailing and Consumer Services, 27, 170–178. https://doi.org/10.1016/j.jretconser.2015.08.001
Bell, D. R., Gallino, S., & Moreno, A. (2014). How to Win in an Omnichannel World. MIT Sloan Management Review, 56(1), 45–53.
Benitez, J., Henseler, J., Castillo, A., & Schuberth, F. (2020). How to perform and report an impactful analysis using partial least squares: Guidelines for confirmatory and explanatory IS research. Information and Management, 57(2), 103168. https://doi.org/10.1016/j.im.2019.05.003
Bienstock, C. C., Mentzer, J. T., & Bird, M. M. (1997). Measuring physical distribution service quality. Journal of the Academy of Marketing Science, 25(1), 31–44. https://doi.org/10.1007/BF02894507
Bienstock, C. C., Royne, M. B., Sherrell, D., & Stafford, T. F. (2008). An expanded model of logistics service quality: Incorporating logistics information technology. International Journal of Production Economics, 113(1), 205–222. https://doi.org/10.1016/j.ijpe.2007.03.023
Bodet, G. (2008). Customer satisfaction and loyalty in service: Two concepts, four constructs, several relationships. Journal of Retailing and Consumer Services, 15, 156–162. https://doi.org/10.1016/j.jretconser.2007.11.004
Bouzaabia, R., Bouzaabia, O., & Capatina, A. (2013). Retail logistics service quality: A cross-cultural survey on customer perceptions. International Journal of Retail and Distribution Management, 41(8), 627–647. https://doi.org/10.1108/IJRDM-02-2012-0012
BRP. (2019). Unified Commerce Survey, Retrieved from http://marketing.us.fujitsu.com/rs/407-MTR-501/images/Unified%20Commerce%20Survey%20-%20Fujitsu.pdf
Carlson, J., Rahman, M., Voola, R., & De Vries, N. (2018). Customer engagement behaviours in social media: capturing innovation opportunities. Journal of Services Marketing, 32(1), 83–94. https://doi.org/10.1108/JSM-02-2017-0059
Chang, H. H., Wang, Y. H., & Yang, W. Y. (2009). The impact of e-service quality, customer satisfaction and loyalty on e-marketing: Moderating effect of perceived value. Total Quality Management and Business Excellence, 20(4), 423–443. https://doi.org/10.1080/14783360902781923
Cheah, J. H., Lim, X. J., Ting, H., Liu, Y., & Quach, S. (2020). Are privacy concerns still relevant? Revisiting consumer behaviour in omnichannel retailing. Journal of Retailing and Consumer Services, July, 102242. https://doi.org/10.1016/j.jretconser.2020.102242
Chin, W. W. (1998). The partial least squares approach for structural equation modeling. Advances in Hospitality and Leisure, 295–336.
Chin, W. W. (2010). Handbook of Partial Least Squares. In Handbook of Partial Least Squares. https://doi.org/10.1007/978-3-540-32827-8
Chopdar, P. K., & Balakrishnan, J. (2020). Consumers response towards mobile commerce applications: S-O-R approach. International Journal of Information Management, 53(March), 102106. https://doi.org/10.1016/j.ijinfomgt.2020.102106
Chopdar, P. K., Korfiatis, N., Sivakumar, V. J., & Lytras, M. D. (2018). Mobile shopping apps adoption and perceived risks: A cross-country perspective utilizing the Unified Theory of Acceptance and Use of Technology. Computers in Human Behavior, 86, 109–128. https://doi.org/10.1016/j.chb.2018.04.017
Chopra, S. (2015). How omni-channel can be the future of retailing. Decision, 43(2), 135–144. https://doi.org/10.1007/s40622-015-0118-9
Coresight Research. (2020). Is omnichannel the future for furniture retail? Retrieved from https://coresight.com/research/is-omnichannel-the-future-for-furniture-retail/
Cotarelo, M., Calderón, H., & Fayos, T. (2021). A further approach in omnichannel LSQ, satisfaction and customer loyalty. International Journal of Retail and Distribution Management, 49(8), 1133-1153. https://doi.org/10.1108/IJRDM-01-2020-0013
D′innocenzio, A. & Rugaber, C. (2022). January retail sales surge 3.8% as consumers defy inflation, Retrieved from https://www.taiwannews.com.tw/en/news/4445689
Davis-Sramek, B., Ishfaq, R., Gibson, B. J., & Defee, C. (2020). Examining retail business model transformation: a longitudinal study of the transition to omnichannel order fulfillment. International Journal of Physical Distribution and Logistics Management, 50(5), 557–576. https://doi.org/10.1108/IJPDLM-02-2019-0055
Deloitte. (2020). A road map for omnichannel fulfillment: Assessing your omnichannel retail strategy, Retrieved from https://www2.deloitte.com/content/dam/Deloitte/us/Documents/strategy/store-fulfillment-pov.pdf
Dimock, M. (2019). Defining generations: Where Millennials end and Generation Z begins, Retrieved from https://www.pewresearch.org/fact-tank/2019/01/17/where-millennials-end-and-generation-z-begins/
East, R., Romaniuk, J., Chawdhary, R., & Uncles, M. (2017). The impact of word of mouth on intention to purchase currently used and other brands. International Journal of Market Research, 59(3), 321–334. https://doi.org/10.2501/IJMR-2017-026
Eroglu, S. A., Machleit, K. A., & Davis, L. M. (2001). Atmospheric qualities of online retailing. Journal of Business Research, 54(2), 177–184. https://doi.org/10.1016/s0148-2963(99)00087-9
Etikan, I., Musa, S. A., & Alkassim, R. S. (2016). Comparison of Convenience Sampling and Purposive Sampling. American Journal of Theoretical and Applied Statistics, 5(1), 1–4. https://doi.org/10.11648/j.ajtas.20160501.11
Fornell, C., & Larcker, D. F. (1981). Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, 18(1), 39. https://doi.org/10.2307/3151312
Fowler, Jr., Cosenza, C., 2009. Design and Evaluation of Survey Questions. The SAGE handbook of applied social research methods. SAGE Publications.
Fu, J. R., & Chen, J. H. F. (2015). Career commitment of information technology professionals: The investment model perspective. Information and Management, 52(5), 537–549. https://doi.org/10.1016/j.im.2015.03.005
Gao, F., & Su, X. (2017). Omnichannel retail operations with buy-online-and-pick-up-in-store. Management Science, 63(8), 2478–2492. https://doi.org/10.1287/mnsc.2016.2473
Gao, M., & Huang, L. (2021). Quality of channel integration and customer loyalty in omnichannel retailing: The mediating role of customer engagement and relationship program receptiveness. Journal of Retailing and Consumer Services, 63(March), 102688. https://doi.org/10.1016/j.jretconser.2021.102688
Gao, W., Fan, H., Li, W., & Wang, H. (2021). Crafting the customer experience in omnichannel contexts: The role of channel integration. Journal of Business Research, 126(April 2020), 12–22. https://doi.org/10.1016/j.jbusres.2020.12.056
Google. (2021). Google Forms, Retrieved from https://www.google.com/forms/about/
Hair, J., Hollingsworth, C. L., Randolph, A. B., & Chong, A. Y. L. (2017). An updated and expanded assessment of PLS-SEM in information systems research. Industrial Management and Data Systems, 117(3), 442–458. https://doi.org/10.1108/IMDS-04-2016-0130
Hair, Joe F., Ringle, C. M., & Sarstedt, M. (2011). PLS-SEM: Indeed a silver bullet. Journal of Marketing Theory and Practice, 19(2), 139–152. https://doi.org/10.2753/MTP1069-6679190202
Hair, Joseph F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM): Second Edition. In Sage.
Hair, Joseph F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203
Hammerschmidt, M., Falk, T., & Weijters, B. (2016). Channels in the Mirror: An Alignable Model for Assessing Customer Satisfaction in Concurrent Channel Systems. Journal of Service Research, 19(1), 88–101. https://doi.org/10.1177/1094670515589084
Hamouda, M. (2019). Omni-channel banking integration quality and perceived value as drivers of consumers’ satisfaction and loyalty. Journal of Enterprise Information Management, 32(4), 608–625. https://doi.org/10.1108/JEIM-12-2018-0279
Hendalianpour, A. (2020). Optimal lot-size and Price of Perishable Goods: A novel Game-Theoretic Model using Double Interval Grey Numbers. Computers and Industrial Engineering, 149, 106780. https://doi.org/10.1016/j.cie.2020.106780
Hendalianpour, A., Fakhrabadi, M., Sangari, M. S., & Razmi, J. (2020). A Combined Benders Decomposition and Lagrangian Relaxation Algorithm for Optimizing a Multi-Product, Multi-Level Omni-Channel Distribution System Ayad. Scientia Iranica. https://doi.org/10.24200/sci.2020.53644.3349
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115–135. https://doi.org/10.1007/s11747-014-0403-8
Hickman, E., Kharouf, H., & Sekhon, H. (2020). An omnichannel approach to retailing: demystifying and identifying the factors influencing an omnichannel experience. International Review of Retail, Distribution and Consumer Research, 30(3), 266–288. https://doi.org/10.1080/09593969.2019.1694562
Hossain, T. M. T., Akter, S., Kattiyapornpong, U., & Dwivedi, Y. (2020). Reconceptualizing Integration Quality Dynamics for Omnichannel Marketing. Industrial Marketing Management, May, 1–17. https://doi.org/10.1016/j.indmarman.2019.12.006
Hossain, T. M. T., Akter, S., Kattiyapornpong, U., & Dwivedi, Y. K. (2019). Multichannel integration quality: A systematic review and agenda for future research. Journal of Retailing and Consumer Services, 49(January), 154–163. https://doi.org/10.1016/j.jretconser.2019.03.019
Hübner, A., Wollenburg, J., & Holzapfel, A. (2016). Retail logistics in the transition from multi-channel to omni-channel. International Journal of Physical Distribution and Logistics Management, 46(6–7), 562–583. https://doi.org/10.1108/IJPDLM-08-2015-0179
Huete-Alcocer, N. (2017). A literature review of word of mouth and electronic word of mouth: Implications for consumer behavior. Frontiers in Physiology, 8(JUL), 1–4. https://doi.org/10.3389/fpsyg.2017.01256
Hult, G. T. M., Sharma, P. N., Morgeson, F. V., & Zhang, Y. (2019). Antecedents and Consequences of Customer Satisfaction: Do They Differ Across Online and Offline Purchases? Journal of Retailing, 95(1), 10–23. https://doi.org/10.1016/j.jretai.2018.10.003
IBM Corp. Released 2017. IBM SPSS Statistics for Windows, Version 25.0. Armonk, NY: IBM Corp.
IKEA. (2021). About us, Retrieved from https://about.ikea.com/en/about-us
Ishfaq, R., Defee, C. C., Gibson, B. J., & Raja, U. (2016). Realignment of the physical distribution process in omni-channel fulfillment. International Journal of Physical Distribution and Logistics Management, 46(6–7), 543–561. https://doi.org/10.1108/IJPDLM-02-2015-0032
Jang, H. M., Marlow, P. B., & Mitroussi, K. (2013). The Effect of Logistics Service Quality on Customer Loyalty through Relationship Quality in the Container Shipping Context. Transportation Journal, 52(4), 493–521. https://doi.org/10.1108/SAJBS-10-2018-0114
Jiang, Z., Chan, J., Tan, B. C. Y., & Chua, W. S. (2010). Effects of Interactivity on Website Involvement and Purchase Intention. Journal of the Association for Information Systems, 11(1), 34–59.
Johnson, M. D., Gustaffson, A., Andreassen, T. W., Lervik, L., & Cha, J. (2001). The Evolution and Future of National Customer Satisfaction Index Models. Journal of Economic Psychology, 22(2), 217–245.
Jones, M. A., & Suh, J. (2000). Transaction-specific satisfaction and overall satisfaction: an empirical analysis. Journal of Services Marketing, 14(2), 147–159. https://doi.org/10.1108/08876040010371555
JRNI. (2019). Modern Consumer Research Report, Retrieved from https://www.jrni.com/uploads/resources/RS-Research-Modern-Consumer-2019.pdf
Keiningham, T. L., Rust, R. T., Lariviere, B., Aksoy, L., & Williams, L. (2018). A roadmap for driving customer word-of-mouth. Journal of Service Management, 29(1), 2–38. https://doi.org/10.1108/JOSM-03-2017-0077
Kemp, Simon. (2021). Digital 2021: Taiwan, Retrieved from https://datareportal.com/reports/digital-2021-taiwan
Kitapci, O., Akdogan, C., & Dortyol, İ. T. (2014). The Impact of Service Quality Dimensions on Patient Satisfaction, Repurchase Intentions and Word-of-Mouth Communication in the Public Healthcare Industry. Procedia - Social and Behavioral Sciences, 148, 161–169. https://doi.org/10.1016/j.sbspro.2014.07.030
Kumar, S. (2018). Determinants of Customer Loyalty: Evidence from Indonesian Retail Market. International Journal of Managerial Studies and Research, 6(3), 17–24. https://doi.org/10.1007/978-3-319-19428-8_56
Le, A. N. H., & Nguyen-Le, X. -D. (2021). A moderated mediating mechanism of omnichannel customer experiences. International Journal of Retail and Distribution Management, 49(5), 595-615. https://doi.org/10.1108/IJRDM-02-2020-0054
Lee, Z. W. Y., Chan, T. K. H., Chong, A. Y. L., & Thadani, D. R. (2019). Customer engagement through omnichannel retailing: The effects of channel integration quality. Industrial Marketing Management, 77(October), 90–101. https://doi.org/10.1016/j.indmarman.2018.12.004
Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69–96. https://doi.org/10.1509/jm.15.0420
Leon, S., & Choi, H. (2020). Satisfaction and word-of-mouth moderated by choice: a service industry perspective. Journal of Consumer Marketing, 37(7), 869–881. https://doi.org/10.1108/JCM-08-2019-3369
Li, Y., Liu, H., Lim, E. T. K., Goh, J. M., Yang, F., & Lee, M. K. O. (2018). Customer’s reaction to cross-channel integration in omnichannel retailing: The mediating roles of retailer uncertainty, identity attractiveness, and switching costs. Decision Support Systems, 109, 50–60. https://doi.org/10.1016/j.dss.2017.12.010
Lynch, S., & Barnes, L. (2020). Omnichannel fashion retailing: examining the customer decision-making journey. Journal of Fashion Marketing and Management, 24(3), 471–493. https://doi.org/10.1108/JFMM-09-2019-0192
Mehrabian, A., & Russell, J. A. (1974). An approach to environmental psychology. Cambridge, MA: MIT Press.
Melacini, M., Perotti, S., Rasini, M., Tappia, E., 2018. E-fulfilment and distribution in omni-channel retailing: a systematic literature review. Int. J. Phys. Distrib. Logist. Manag. 48 (4), 391–414. doi:10.1108/IJPDLM-02-2017-0101.
Mentzer, J. T., Flint, D. J., & Hult, G. T. M. (2001). Logistics service quality as a segment-customized process. Journal of Marketing, 65(4), 82–104. https://doi.org/10.1509/jmkg.65.4.82.18390
Merhi, M., Hone, K., Tarhini, A., & Ameen, N. (2020). An empirical examination of the moderating role of age and gender in consumer mobile banking use: a cross-national, quantitative study. Journal of Enterprise Information Management, 34(4), 1144–1168. https://doi.org/10.1108/JEIM-03-2020-0092
Ministry of Finance Republic of Indonesia. (2019). These are the Impacts and Opportunities of Indonesia as a Middle-Income Country, Retrieved from https://www.kemenkeu.go.id/en/publications/news/these-are-the-impacts-and-opportunities-of-indonesia-as-a-middle-income-country
Mishra, R., Singh, R. K., & Koles, B. (2021). Consumer decision-making in omnichannel retailing: Literature review and future research agenda. International Journal of Consumer Studies, 45(2), 147–174. https://doi.org/10.1111/ijcs.12617
Mishra, S., Malhotra, G., Arora, V., & Mukhopadhyay, S. (2022). Omnichannel retailing: does it empower consumers and influence patronage? International Journal of Retail and Distribution Management, 50(2), 229–250. https://doi.org/10.1108/IJRDM-04-2021-0199
Mishra, S., Malhotra, G., Chatterjee, R., & Sanatkumar Shukla, Y. (2021). Consumer retention through phygital experience in omnichannel retailing: role of consumer empowerment and satisfaction. Journal of Strategic Marketing. https://doi.org/10.1080/0965254X.2021.1985594
Mordor Intelligence. (2021). Indonesia Home Furniture Market - Growth, Trends, Covid-19 Impact, and Forecasts (2022 - 2027), Retrieved from https://www.mordorintelligence.com/industry-reports/indonesia-home-furniture-market
Murfield, M., Boone, C. A., Rutner, P., & Thomas, R. (2017). Investigating logistics service quality in omni-channel retailing. International Journal of Physical Distribution and Logistics Management, 47(4), 263–296. https://doi.org/10.1108/IJPDLM-06-2016-0161
Nawastika, Widanastri. (2021). Omni-Channel and Supply Chain in Indonesia, Retrieved from https://powercommerce-asia.medium.com/omni-channel-and-supply-chain-in-indonesia-c39fdad976e9
Nunnally, J. C. (1978). Psychometric theory. In New York: McGraw Hill. https://doi.org/10.2307/2281384
Olsen, L. L., & Johnson, M. D. (2003). Service Equity, Satisfaction, and Loyalty: From Transaction-Specific to Cumulative Evaluations. Journal of Service Research, 5(3), 184–195. https://doi.org/10.1177/1094670502238914
Paz, M. D. R., & Delgado, F. J. (2020). Consumer Experience and Omnichannel Behavior in Various Sales Atmospheres. Frontiers in Psychology, 11(August), 1–11. https://doi.org/10.3389/fpsyg.2020.01972
Pham, T. S. H., & Ahammad, M. F. (2017). Antecedents and consequences of online customer satisfaction: A holistic process perspective. Technological Forecasting and Social Change, 124(March), 332–342. https://doi.org/10.1016/j.techfore.2017.04.003
Piotrowicz, W., & Cuthbertson, R. (2014). Introduction to the special issue information technology in retail: Toward omnichannel retailing. International Journal of Electronic Commerce, 18(4), 5–16. https://doi.org/10.2753/JEC1086-4415180400
Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., & Podsakoff, N. P. (2003). Common Method Biases in Behavioral Research: A Critical Review of the Literature and Recommended Remedies. Journal of Applied Psychology, 88(5), 879–903. https://doi.org/10.1037/0021-9010.88.5.879
Ringle, Christian M., Wende, Sven, & Becker, Jan-Michael. (2015). SmartPLS 3. Bönningstedt: SmartPLS. Retrieved from https://www.smartpls.com
Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10), e02690. https://doi.org/10.1016/j.heliyon.2019.e02690
Sachitanand, R. (2020). Indonesian and Thai consumers most chatty about brands online: Nielsen, Retrieved from https://www.campaignasia.com/article/indonesian-and-thai-consumers-most-chatty-about-brands-online-nielsen/457748
Saghiri, S., Wilding, R., Mena, C., & Bourlakis, M. (2017). Toward a three-dimensional framework for omni-channel. Journal of Business Research, 77(April), 53–67. https://doi.org/10.1016/j.jbusres.2017.03.025
Salesforce. (2019). Connected Shoppers Report (Third Edition), Retrieved from https://www.salesforce.com/content/dam/web/en_us/www/documents/datasheets/connectedshopperresearchreport.pdf
Salesforce. (2020). State of the Connected Customer, Retrieved from https://www.salesforce.com/content/dam/web/en_us/www/documents/research/salesforce-state-of-the-connected-customer-4th-ed.pdf
Seck, A. M., & Philippe, J. (2013). Service encounter in multi-channel distribution context: virtual and face-to-face interactions and consumer satisfaction. Service Industries Journal, 33(6), 565–579. https://doi.org/10.1080/02642069.2011.622370
Sha Yang, Hu, M. (Mandy), Winer, R. S., Assael, H., & Chen, X. (2012). An empirical study of word-of-mouth generation and consumption. Marketing Science, 31(6), 952–963. https://doi.org/10.1287/mksc.1120.0738
Shakir Goraya, M. A., Zhu, J., Akram, M. S., Shareef, M. A., Malik, A., & Bhatti, Z. A. (2020). The impact of channel integration on consumers’ channel preferences: Do showrooming and webrooming behaviors matter? Journal of Retailing and Consumer Services, April 2019, 102130. https://doi.org/10.1016/j.jretconser.2020.102130
Shankar, V., Smith, A. K., & Rangaswamy, A. (2003). Customer satisfaction and loyalty in online and offline environments. International Journal of Research in Marketing, 20(2), 153–175. https://doi.org/10.1016/S0167-8116(03)00016-8
Shao, Z., Zhang, L., Li, X., & Guo, Y. (2018). Antecedents of trust and continuance intention in mobile payment platforms: The moderating effect of gender. Electronic Commerce Research and Applications, 33. https://doi.org/10.1016/j.elerap.2018.100823
Shen, X. L., Li, Y. J., Sun, Y., Chen, Z., & Wang, F. (2019). Understanding the role of technology attractiveness in promoting social commerce engagement: Moderating effect of personal interest. Information and Management, 56(2), 294–305. https://doi.org/10.1016/j.im.2018.09.006
Shen, X. L., Li, Y. J., Sun, Y., & Wang, N. (2018). Channel integration quality, perceived fluency and omnichannel service usage: The moderating roles of internal and external usage experience. Decision Support Systems, 109, 61–73. https://doi.org/10.1016/j.dss.2018.01.006
Shi, S., Wang, Y., Chen, X., & Zhang, Q. (2020). Conceptualization of omnichannel customer experience and its impact on shopping intention: A mixed-method approach. International Journal of Information Management, 50(February 2019), 325–336. https://doi.org/10.1016/j.ijinfomgt.2019.09.001
Shmueli, G., Sarstedt, M., Hair, J. F., Cheah, J. H., Ting, H., Vaithilingam, S., & Ringle, C. M. (2019). Predictive model assessment in PLS-SEM: guidelines for using PLSpredict. European Journal of Marketing, 53(11), 2322–2347. https://doi.org/10.1108/EJM-02-2019-0189
Sia, C. L., Lim, K. H., Leung, K., Lee, M. K. O., Huang, W. W., & Benbasat, I. (2009). Web Strategies to Promote Internet Shopping: Is Cultural-Customization Needed? MIS Quarterly, 33(3), 491–512.
Sirclo. (2021). Embracing The Future of E-Commerce in 2021 with Omnichannel Retailing, Retrieved from https://insights.sirclo.com/blog/2021/01/embracing-the-future-of-e-commerce-in-2021-with-omnichannel-retailing
Song, G., Song, S., & Sun, L. (2019). Supply chain integration in omni-channel retailing: a logistics perspective. International Journal of Logistics Management, 30(2), 527–548. https://doi.org/10.1108/IJLM-12-2017-0349
Sorkun, M. F., Yumurtacı Hüseyinoğlu, I. Ö., & Börühan, G. (2020). Omni-channel capability and customer satisfaction: mediating roles of flexibility and operational logistics service quality. International Journal of Retail and Distribution Management, 48(6), 629–648. https://doi.org/10.1108/IJRDM-07-2019-0235
Sotiriadis, M. D., & van Zyl, C. (2013). Electronic word-of-mouth and online reviews in tourism services: The use of twitter by tourists. Electronic Commerce Research, 13(1), 103–124. https://doi.org/10.1007/s10660-013-9108-1
Sousa, R., & Voss, C. A. (2006). Service quality in multichannel services employing virtual channels. Journal of Service Research, 8(4), 356–371. https://doi.org/10.1177/1094670506286324
Statista. (2021). IKEA – Statistics & Facts, Retrieved from https://www.statista.com/topics/1961/ikea/#dossierKeyfigures
Sun, Y., Shen, X.-L., & Wang, N. (2016). Standardization or Adaptation During The Web – Mobile Service Transition : Understanding The Moderating Role of Gender. Journal of Electronic Commerce Research, 17(3), 266–280.
Sun, Y., Yang, C., Shen, X. L., & Wang, N. (2020). When digitalized customers meet digitalized services: A digitalized social cognitive perspective of omnichannel service usage. International Journal of Information Management, 54(July), 102200. https://doi.org/10.1016/j.ijinfomgt.2020.102200
Taylor, D., Brockhaus, S., Knemeyer, A. M., Murphy, P., 2019. Omnichannel fulfillment strategies: defining the concept and building an agenda for future inquiry. Int. J. Logist. Manag. 30 (3), 863–891. doi:10.1108/IJLM-09-2018-0223.
Technavio. (2022). Furniture Market in Indonesia by Type and Delivery Mode - Forecast and Analysis 2022-2026, Retrieved from https://www.technavio.com/report/furniture-market-industry-in-indonesia-analysis
The Marketing Samurai. (2019). How to Win the Hearts and Trust of Taiwanese Consumers, Retrieved from https://www.infocubic.co.jp/en/blog/taiwan/how-to-win-the-hearts-and-trust-of-taiwanese-consumers/
Trenz, M., Veit, D. J., & Tan, C. W. (2020). Disentangling the impact of omnichannel integration on consumer behavior in integrated sales channels1. MIS Quarterly: Management Information Systems, 44(3), 1207–1258. https://doi.org/10.25300/MISQ/2020/14121
Ürgüplü, Ö., & Yumurtacı Hüseyinoğlu, I. Ö. (2021). The mediating effect of consumer empowerment in omni-channel retailing. International Journal of Retail and Distribution Management, 49(11), 1481–1496. https://doi.org/10.1108/IJRDM-10-2020-0403
Verhoef, P. C., Kannan, P. K., & Inman, J. J. (2015). From Multi-Channel Retailing to Omni-Channel Retailing. Introduction to the Special Issue on Multi-Channel Retailing. Journal of Retailing, 91(2), 174–181. https://doi.org/10.1016/j.jretai.2015.02.005
World Bank. (2022). World Bank in Indonesia, Retrieved from https://www.worldbank.org/en/country/indonesia/overview#1
World Population Review. (2022). High-Income Countries 2022, Retrieved from https://worldpopulationreview.com/country-rankings/high-income-countries
Yamashita, Kazunari. (2014). Online Word-Of-Mouth Marketing Picking Up in Taiwan, Retrieved from https://asia.nikkei.com/Business/Online-word-of-mouth-marketing-picking-up-in-Taiwan
Yang, S., Hu, M. (Mandy), Winer, R. S., Assael, H., & Chen, X. (2012). An empirical study of word-of-mouth generation and consumption. Marketing Science, 31(6), 952–963. https://doi.org/10.1287/mksc.1120.0738
Yang, S., Lu, Y., Chau, P. Y. K., & Gupta, S. (2017). Role of channel integration on the service quality, satisfaction, and repurchase intention in a multichannel (online-cum-mobile) retail environment. International Journal of Mobile Communications, 15(1), 1–25. https://doi.org/10.1504/IJMC.2017.080574
Yang, Y. H., Hui, Y. V., Leung, L. C., & Chen, G. (2010). An analytic network process approach to the selection of logistics service providers for air cargo. Journal of the Operational Research Society, 61(9), 1365–1376. https://doi.org/10.1057/jors.2009.111
Young, H. (2021). Millennials vs. Gen Z: How Are They Different, Retrieved from https://www.salesforce.com/blog/how-millennials-and-gen-z-are-different/
Yumurtacı Hüseyinoğlu, I. Ö., Sorkun, M. F., & Börühan, G. (2018). Revealing the impact of operational logistics service quality on omni-channel capability. Asia Pacific Journal of Marketing and Logistics, 30(5), 1200–1221. https://doi.org/10.1108/APJML-08-2017-0169
Zhang, M., Ren, C., Wang, G. A., & He, Z. (2018). The impact of channel integration on consumer responses in omni-channel retailing: The mediating effect of consumer empowerment. Electronic Commerce Research and Applications, 28, 181–193. https://doi.org/10.1016/j.elerap.2018.02.002
Zhao, L., Lu, Y., Zhang, L., & Chau, P. Y. K. (2012). Assessing the effects of service quality and justice on customer satisfaction and the continuance intention of mobile value-added services: An empirical test of a multidimensional model. Decision Support Systems, 52(3), 645–656. https://doi.org/10.1016/j.dss.2011.10.022
Zhong, Q., Liang, S., Cui, L., Chan, H. K., & Qiu, Y. (2018). Using online reviews to explore consumer purchasing behaviour in different cultural settings. Kybernetes, 48(6), 1242–1263. https://doi.org/10.1108/K-03-2018-0117
Zhou, Z., Jin, X. L., & Fang, Y. (2014). Moderating role of gender in the relationships between perceived benefits and satisfaction in social virtual world continuance. Decision Support Systems, 65(C), 69–79. https://doi.org/10.1016/j.dss.2014.05.004
指導教授 許秉瑜(Ping-Yu Hsu) 審核日期 2022-6-23
推文 facebook   plurk   twitter   funp   google   live   udn   HD   myshare   reddit   netvibes   friend   youpush   delicious   baidu   
網路書籤 Google bookmarks   del.icio.us   hemidemi   myshare   

若有論文相關問題,請聯絡國立中央大學圖書館推廣服務組 TEL:(03)422-7151轉57407,或E-mail聯絡  - 隱私權政策聲明