You are on page 1of 7

Bibliography

Alnaser, F., Ghani, M., Rahi, S., Mansour, M. Abed, H. (2017). Determinants of customer loyalty:
the role of service quality, customer satisfaction and bank image of Islamic banks in
Palestine. International Journal of Economics and Management Sciences, 6(461), 2.
Anderson, E. W., Formelo, C., Lehmann, D. R. (1994). Customer Satisfaction, Market Share, and
Profitability: Findings from Sweden. Journal of Marketing, 58(3), 53-66.
Babin, B.J., Darden, W.R., Griffin, M. (1994). Work and/or Fun: Measuring Hedonic and
Utilitarian Shopping. Journal of Consumer Research, 20(4), 644-656.
Bagozzi, R. P., Youjae Yi. (n.d.). On the Evaluation of Structural Equation Models. Journal of the
Academy of Marketing Science, 16(1), 74-94.
Bagozzi, R.P., Dholakia, U.M. (2006). Antecedents and purchase consequences of customer
participation in small group brand communities. International Journal of Research in
Marketing, 23, 46-51.
Bitner, Mary Jo. (1990). Evaluating Scrvice Encountcrs: Thc Effects of Physical Surrounding and
Employee Responses. Journal of Marketing, 54(2), 69-82.
Blackwell, R., Minirad, P., Engel, J. (2001). Consumer Behavior. Dryden Press.
Bloemer, J., De Ruyter, K., Peeters, P. (1998). Investigating drivers of bank loyalty: the complex
relationship between image, service quality and satisfaction. International Journal of
Bank Marketing, 16(7), 276-286.
Blut, M. (2016). E-service quality: development of a hierarchical model. Journal of Retailing,
92(4), 500-517.
Bolton, R.N., Drew, J.H. (1991). A multistage model of customers’ assessments of service quality
and value. Journal of Consumer Research, 17(4), 375-384.
Brennan, B. (1991). Remarks on marketing ethics. Journal of Business Ethics, 10(4), 255-258.
Brodie, R.J., Whittome, J.R.M., Brush, G.J. (2009). Investigating the service brand: a customer
value perspective. Journal of Business Research, 62(3), 345-355.
Brohan, M. (2005). Online retailers learn to live with that persistent problem of returns. Internet
Retailer, 7(4), 44-50.
Bui, M., Krishen, A.S., Bates, K. . (2011). Modeling regret effects on consumer post-purchase
decisions. European Journal of Marketing, 45(7/8), 1068-1090.
Cao, Y., Ajjan, H., Hong, P. (2018). Post-purchase shipping and customer service experiences in
online shopping and their impact on customer satisfaction: An empirical study with
comparison. Asia Pacific Journal of Marketing and Logistics, 30(2), 400-416.
Che-Hui, L., Wen, M. J., Chung-Cheng, W. (2011). Investigating the relationships among E-service
quality, perceived value, satisfaction, and behavioral intentions in Taiwanese online
shopping. Asia pacific management review, 16(3).
Chen, C.-C., Lin, S.-Y., Cheng, C.-H., Tsai, C.-C. (2012). ervice quality and corporate social
responsibility, influence on post-purchase intentions of sheltered employment
institutions. Research in Developmental Disabilities, 33, 1832-1840.
Chen, M. C., Hsu, C. L., Chang, K. C., Chou, M. C. (2015). Applying Kansei engineering to design
logistics services – A case of home delivery service. International Journal of Industrial
Ergonomics, 48, 49-59.
Chen, Y., Yu, J., Yang, S., Wei, J. (2018). Consumer’s intention to use self-service parcel delivery
service in online retailing. Internet Research, 28(2), 500-519.
Chiu, C.-M., Wang, E.T.G., Fang, Y.-H., Huang, H.-Y. (2014). Understanding customers' repeat
purchase intentions in B2C e-commerce: the roles of utilitarian value, hedonic value and
perceived risk. Information Systems Journal, 24(1), 85-114.
Clemes, M.D, Shu, X., Gan, C. (2014). Mobile communications: a comprehensive hierarchical
modeling approach. Asia Pacific Journal of Marketing and Logistics, 26(1), 114-146.
Clemes, M.D., Wu, H., Hu, B., Gan, C. (2009). An empirical study of behavioral intentions in the
Taiwan hotel industry. Innovative Marketing, 5(3), 30-50.
Cronin, J. J., Brady, M. K., Hult, G. T. M. (2000). Assessing the effects of quality, value, and
customer satisfaction on consumer behavioral intentions in service environments.
Journal of Retailing, 76(2), 193-218.
Del Bosque, I.R., Martin, H.S. (2008). Tourist satisfaction: a cognitive-affective model. Annals of
Tourism Research, 35(2), 551-573.
Díaz, A. B. C., Ruíz, F. J. M. (2002). The consumer’s reaction to delays in service. International
Journal of Service Industry Management, 13(2), 118-140.
Reibstein., David J. (2002). What attracts customers to online stores, and what keeps them
coming back? Journal of the Academy of Marketing Science, 30, 465-473.
Eggert, A., Ulaga, W. (2002). Customer perceived value: A substitute for satisfaction in business
markets. The Journal of Business and Industrial Marketing, 17(2/3), 107-118.
Ehmke, J. F., Steinert, A., Mattfeld, D. C. (2012). Advanced routing for city logistics service
providers based on time-dependent travel times. Journal of Computation Science, 3(4),
193-205.
Ferreira, T., Pedrosa, I., Bernardino, J. (2017). Business Intelligence for E-commerce: Survey and
Research Directions. Recent Advances in Information Systems and Technologies, 215-
225.
Fornell, C. (1992). A National Customer Satisfaction Barometer: The Swedish Experience.
Journal of Marketing, 56(1), 6-21.
Fornell, C., Larcker, D.F. (1981). Evaluating structural equation models with unobservable
variables and measurement error. Journal of Marketing Research, 18(1), 39-50.
Forrest, J. A., Roscoe, P., Prescott, L. F., Stevenson, I. H. (1974). Abnormal drug metabolism after
barbiturate and paracetamol overdose. British Medical Journal, 4(5943), 499-502.
Gallarza, M.G., Gil, S.I. (2006). Value dimensions, perceived value, satisfaction and loyalty: an
investigation of university students’ travel behaviour. Tourism Management, 27(3), 437-
452.
Gan, C., Wang, W. (2017). The influence of perceived value on purchase intention in social
commerce context. Internet Research, 27(4), 772-785.
Griffis, S. E., Rao, S., Goldsby, T. J., Niranjan, T. T. (2012). The customer consequences of returns
in online retailing: An empirical analysis. Journal of Operations Management, 30(4), 282-
294.
Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of
Marketing, 18(4), 36-44.
Gronroos, C. (1988). Service quality: The six criteria of good perceived service quality. Review of
Business, 9(3), 10-13.
Hair Jr, J. F., Sarstedt, M., Ringle, C. M., Gudergan, S. P. (2017). Advanced issues in partial least
squares structural equation modeling. Sage publications.
Hair, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M. (2014). Partial Least Squares Structural
Equation Modeling (PLS-SEM): An Emerging Tool in Business Research. European
Business Review, 26, 106-121.
Han, H., Back, K., Barrett, B. (2009). Influencing factors on restaurant customers’ revisit
intention: the role of emotions and switching barriers. International Journal of
Hospitality and Management, 28, 563-572.
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, 37(11/12), 1762-
1800.
Hsu, S. (2008). Developing an index for online customer satisfaction: Adaptation of American
Customer Satisfaction Index. 34(4), 3033-3042.
Hsu, H. C., Lai, C. S., Chen, C. H. (2007). Extrinsic cue of warranty by selling through a reputable
Website. 47(2), 158-164.
Hu, H.H., Kandampully, J., Juwaheer, T.D. (2009). Relationships and impacts of service quality,
perceived value, customer satisfaction, and image: an empirical study. The Service
Industries Journal, 29(2), 111-125.
Hutchinson, J., Lai, F., Wang, Y. (2009). Understanding the relationships of quality, value, equity,
satisfaction, and behavioral intentions among golf travelers. Tourism Management, 3(2),
298-308.
Jain, N. K., Gajjar, H., Shah, B. J., Sadh, A. (2017). E-fulfillment dimensions and its influence on
customers in e-tailing: a critical review. Asia Pacific Journal of Marketing and Logistics,
29(2), 347-369.
Jiang, Z., Benbasat, I. (2004). Virtual Product Experience: Effects of Visual and Functional Control
of Products on Perceived Diagnosticity and Flow in Electronic Shopping. Journal of
Management Information Systems, 21(3), 111-147.
Jones, M.A., Mothersbaugh, D.L., Beatty, S.E. (2000). Switching barriers and repurchase
intentions in services. Journal of Retailing, 76(2), 259-274.
Kassim, N. M., Abdullah, N. A. (2010). The effect of perceived service quality dimensions on
customer satisfaction, trust, and loyalty in e-commerce settings: A cross cultural analysis.
Asia Pacific Journal of Marketing and Logistics, 23(3), 351-371.
Khalifa, A. (2004). Customer Value: A Review of Recent Literature and an Integrative
Configuration. Management Decision, 42(5-6), 645-666.
Kim, H. R. (2005). Developing an index of online customer satisfaction. Journal of Financial
Service Marketing, 10(1), 49-64.
Kim, N.L., Woo, H., Ramkumar, B. (2021). The role of product history in consumer response to
online second-hand clothing retail service based on circular fashion. Journal of Retailing
and Consumer Services, 60(2), 102457.
Kirmani, A., Rao, A. R. (2000). No pain, no gain: A critical review of the literature on signaling
unobservable product quality. Journal of Marketing, 64, 66-79.
Kumar, A., Anjaly, B. (2017). How to measure post-purchase customer experience in online
retailing? A scale development study. International Journal of Retail & Distribution
Management, 45(12), 1277-1297.
Kuo, Y. F., Wu, C. M., Deng, W. J. (2009). The relationships among service quality, perceived
value, customer satisfaction, and post-purchase intention in mobile value-added
services. Computers in human behavior, 25(4), 887-896.
Kuo, Y.F., Wu, C.M. (2012). Satisfaction and post-purchase intentions with service recovery of
online shopping websites: perspectives on perceived justice and emotions. International
Journal of Information and Management, 32, 127-138.
Kusumawati, A., Rahayu, K. S. (2020). The effect of experience quality on customer perceived
value and customer satisfaction and its impact on customer loyalty. The TQM Journal,
32(6), 1525-1540.
Ladhari, R. (2008). Alternative measures of service quality: a review. Managing Service Quality,
18(1), 65-86.
Lai, W.T., Chen, C.F. (2011). Behavioral intentions of public transit passengers – The roles of
service quality, perceived value, satisfaction and involvement. Transport Policy, 18(2),
318-325.
Lin, C. H., Sher, P. J., Shih, H. Y. (2005). Past progress and future directions in conceptualizing
customer perceived value. International Journal of Service Industry Management,
16(3/4), 318-336.
Ma, K. X., Mather, D. W., Ott, D. L., Fang, E., Bremer, P., Mirosa, M. (2022). Fresh food online
shopping repurchase intention: the role of post-purchase customer experience and
corporate image. International Journal of Retail & Distribution Management, 50(2), 206-
228.
Ma, K.X., Mather, D.W., Ott, D.L., Fang, E., Bremer, P., Mirosa, M. (2021). Fresh food online
shopping repurchase intention: the role of post-purchase customer experience and
corporate image. International Journal of Retail & Distribution Management, 50(2), 206-
228.
MacDonald, J.B., Smith, K. (2004). The effects of technology-mediated communication on
industrial buyer behavior. Industrial Marketing Management, 33, 107-116.
Marimon, F., Vidgen, R., Barnes, S., Cristobal, E. (2010). Purchasing behaviour in an online
supermarket: The applicability of E-S-QUAL. International Journal of Market Research,
52(1), 111-129.
Mathwick, C., Malhotra, N., Rigdon, E. (2001). Experiential Value: Conceptualization,
Measurement and Application in the Catalog and Internet Shopping Environment.
Journal of Retailing, 77(1), 39-56.
Mathwick, C., Malhotra, N.K., Rigdon, E. (2002). The Effect of Dynamic Retail Experiences on
Experiential Perceptions of Value: An Internet and Catalog Comparison. Journal of
Retailing, 78(1), 51-60.
Mavlanova, T., Benbunan-Fich, R., Lang, G. (2016). The role of external and internal signals in e-
commerce. Decision Support Systems, 87, 59-68.
Maxham, J.G., Netemeyer, R.G. (2002). Modeling customer perceptions of complaint handling:
the effects of perceived justice on complainant attitudes and intentions. Journal of
Retailing, 78, 239-252.
Meng, S. M., Liang, G. S., Yang, S. H. (2011). The relationships of cruise image, perceived value,
satisfaction, and post-purchase behavioral intention on Taiwanese tourists. African
Journal of Business Management, 5(1), 19.
Miao, M., Jalees, T., Zaman, S. I., Khan, S., Hanif, N. U. A., Javed, M. K. (2022). The influence of e-
customer satisfaction, e-trust and perceived value on consumer's repurchase intention
in B2C e-commerce segment. Asia Pacific Journal of Marketing and Logistics, 34(10),
2184-2206.
Minarti, S.N., Segoro, W. (2014). The influence of customer satisfaction, switching cost and
trusts in a brand on customer loyalty - the survey on student as im3 users in Depok,
Indonesia. Procedia - Social and Behavioral Sciences, 143, 1015-1019.
Mizik, N., Jacobson, R. (2003). Trading Off between Value Creation and Value Appropriation: The
Financial Implications of Shifts in Strategic Emphasis. Journal of Marketing, 67(1), 63-76.
Moliner, M. A., Sánchez, J., Rodríguez, R. M., Callarisa, L. (2007). Perceived relationship quality
and post‐purchase perceived value. European Journal of Marketing, 41(11/12), 1392-
1422.
Mollenkopf, D., Rabinovich, E., Laseter, T.M., Boyer, K.K. (2007). Managing internet product
returns: A focus on effective service operations. Decision Sciences, 38(2), 215-250.
Monroe, K. (1990). Pricing: Making Profitable Decisions.
Ojo, O. (2010). The relationship between service quality and customer satisfaction in the
telecommunications industry: Evidence from Nigeria. Brand Research in Accounting,
Negociation and Distribution, 1, 88-100.
Oliver, R. P. (2010). Customer satisfaction. Wiley International Encyclopedia of Marketing.
Oliver, R. (1993). Cognitive, affective, and attribute bases of the satisfaction response. Journal of
Consumer Research, 20(3), 418-430.
Oliver, R. (2010). Satisfaction: A Behavioral Perspective on the Consumer (2nd ed.). New York:
Routledge.
Omar, S., Mohsen, K., Tsimonis, G., Oozeerally, A., Hsu, J.-H. (2021). M-commerce: the nexus
between mobile shopping service quality and loyalty. Journal of Retailing and Consumer
Services, 60, 102468.
Padmanabhan, V., Png, I. P. L. (1995). eturns policies make money by making good. Sloan
Management Review, 37(1), 65-72.
Pan, S., Giannikas, V., Han, Y., Grover-Silva, E., Qiao, B. (2017). Using customer-related data to
enhance e-grocery home delivery. Industrial Management & Data Systems, 117(9),
1917-1933.
Parasuraman, A., Zeithaml, V. A., Berry, L. L. (1985). A conceptual model of service quality and
its implications for future research. Journal of Marketing, 49(4), 41-50.
Parasuraman, A., Zeithaml, V. A., Berry, L. L. (1988). SERVQUAL: A multiple-item scale for
measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Park, C. H., Kim, Y. G. (2006). The effect of information satisfaction and relational benefit of
consumers’ online shopping site commitments. Journal of Electronic Commerce in
Organizations, 4(1), 70-90.
Park, I., Cho, J., Rao, H.R. (2012). The effect of pre- and post-service performance on consumer
evaluation of online retailers. Decision Support Systems, 52(2), 415-426.
Patterson, P. G., Spreng, R. A. (1997). Modeling the relationship between perceived value,
satisfaction and repurchase intentions in a business-to-business, services context: An
empirical examination. International Journal of Service Industry Management, 8(5), 414-
434.
Perugini, M., Bagozzi, R.P. (2001). The role of desires and anticipated emotions in goal-directed
behaviors: broadening and deepening the theory of planned behavior. British Journal of
Social Psychology, 40, 79-98.
Petrick, J. F. (2002). Development of a multi-dimensional scale for measuring the perceived
value of a service. Journal of Leisure Research, 34(2), 119-134.
Rahi, S., Ghani, M., Muhamad, F. (2017). Inspecting the role of intention to trust and online
purchase in developing countries. Journal of Socialomics, 6(1).
Karim, R. A. (2013). Customer Satisfaction in Online Shopping: a study into the reasons for
motivations and inhibitions. IOSR Journal of Business and Management, 11(6), 13-20.
Rodrigues, A., Iniesta-Bonillo, M. Á. (2007). The concept of perceived value: a systematic review
of the research. Marketing Theory, 7(4), 427-451.
Rogers, D. S., Tibben-Lembke, R. S. (1994). Going backwards: Reverse logistics trends and
practices.
Ryan, G., Valverde, M. (2005). Waiting for service on the internet: Defining the phenomenon
and identifying the situations. Internet Research, 15(2), 220-240.
Ryder. (2010). Reverse logistics–From black hole to untapped revenue stream. satisfaction, and
behavioral intentions among golf travelers. Tourism Management, 30(2), 298-308.
Sharifi, S. D. (2014). Impacts of the trilogy of emotion on future purchase intentions in products
of high involvement under the mediating role of brand awareness. European Business
Review, 26(1), 43-63.
Sinha, I., DeSarbo, W.S. (1998). An Integrated Approach toward the Spatial Modeling of
Perceived Customer Value. Journal of Marketing Research, 35(2), 236-251.
Slater, S. F. (1995). Issues in conducting marketing strategy research. Journal of Strategic
Marketing, 3(4), 257-270.
Solomon, M., Bamossy, G., Askegaard, S., Hogg, M.K. (2006). Consumer Behaviour: A European
Perspective (3rd ed.). London: Prentice-Hall, Harlow .
Spiteri, J.M., Dion, P.A. (2004). Customer Value, Overall Satisfaction, End-User Loyalty, and
Market Performance in Detail Intensive Industries. Industrial Marketing Management,
33(8), 675-687.
Sweeney, J.C., Soutar, G. (2001). Consumer perceived value: the development of a multiple item
scale. Journal of Retailing, 77(2), 203-220.
Tabachnick, B. G., Fidell, L. S. (2007). Experimental designs using ANOVA (Vol. 724). Belmont:
Thomson/Brooks/Cole.
Tam, J. (2004). Customer satisfaction, service quality and perceived value: an integrative model.
Journal of marketing management, 20(7-8), 897-917.
Tandon, A., Aakash, A., Aggarwal, A. G. (2020). Impact of EWOM, website quality, and product
satisfaction on customer satisfaction and repurchase intention: moderating role of
shipping and handling. International Journal of System Assurance Engineering and
Management.
Uzir, M. U. H., Al Halbusi, H., Thurasamy, R., Hock, R. L. T., Aljaberi, M. A., Hasan, N., Hamid, M.
(2021). The effects of service quality, perceived value and trust in home delivery service
personnel on customer satisfaction: Evidence from a developing country. Journal of
Retailing and Consumer Services, 63, 102721.
Wang, Y., Lo, H. P., Yang, Y. (2004). An integrated framework for service quality, customer value,
satisfaction: Evidence from China’s telecommunication industry. Information Systems
Frontiers, 6(4), 325-340.
Wierenga, B. (2008). Handbook of Marketing Decision Models. New York: Springer.
Wilkie, W. (1994). Consumer Behavior. New York: Wiley.
Wolfinbarger, M., Gilly, M.C. (2003). eTailQ: dimensionalizing, measuring and predicting retail
quality. Journal of Retailing, 79(3), 183-198.
Wood, S. L. (2001). Remote purchase environments: The influence of return policy leniency on
twostage decision processes. Journal of Marketing Research, 83(2), 157-169.
Woodruff, R. A. (1997). Customer value: The next source for competitive advantage. Journal of
the Academy of Marketing Science, 25(2), 139-153.
Woodside, Arch G., Lisa L. Frey, Robert Timothy Daly. (1990). Linking Service Quality, Customer
Satisfaction, and Behavioral Intentions. Journal of Health Care Marketing, 9(4), 5-17.
B Yalabik, Dilip Chhajed, Nicholas C Petruzzi. (2005). An integrated product returns model with
logistics and marketing coordination. European Journal of Operational Research, 161(1),
162-182.
Yap, B.W., Ramayah, T., Shahidan, W.N.W. (2012). Satisfaction and trust on customer loyalty: a
PLS approach. Business Strategy Series, 13(4), 154-167.
Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A meansend model
and synthesis of evidence. Journal of Marketing, 52(3), 2-22.
Zeithaml, V. A., Berry, L. L., Parasuraman, A. (1996). The behavioral consequences of service
quality. Journal of Marketing, 60(2), 31-46.
Zeithaml, V. A., Parasuraman, A., Malhotra, A. (2002). Service quality delivery through web sites:
A critical review of extant knowledge. Journal of the Academy of Marketing Science,
30(4), 362-375.
Zeithaml, V., Bitner, M., Gremler, D. (2013). Services marketing: Integrating customer focus
across the firm (6th ed.). New York: McGraw-Hill Irwin .
Zeithaml, V. (2000). Service quality, profitability, and the economic worth of customers: what we
know and what we need to learn. Journal of the Academy of Marketing Science, 28(1),
67-85.
Zeithaml, V.A., Bitner, M.J., Gremler, D.D. (2013). Services Marketing: Integrating Customer
Focus Across the Firm (6th ed.). New York: McGraw-Hill.
Zheng, Q., Chen, J., Zhang, R., Wang, H.H. (2020). What factors affect Chinese consumers’ online
grocery shopping? Product attributes, e-vendor characteristics and consumer
perceptions. China Agricultural Economic Review, 12(2), 193-213.

(Moliner, M. A., Sánchez, J., Rodríguez, R. M., Callarisa, L., 2007)

You might also like