臺大管理論叢第31卷第1期

33 NTU Management Review Vol. 31 No. 1 Apr. 2021 Wu, H. C., and Cheng, C. C. 2013. A hierarchical model of service quality in the airline industry. Journal of Hospitality and Tourism Management, 20: 13-22. Xiang, Z., and Gretzel, U. 2010. Role of social media in online travel information search. Tourism Management, 31 (2): 179-188. Yan, Z., Xing, M., Zhang, D., and Ma, B. 2015. EXPRS: An extended pagerank method for product feature extraction from online consumer reviews. Information and Management, 52 (7): 850-858. Yang, K. C., Hsieh, T. C., Li, H., and Yang, C. 2012. Assessing how service quality, airline image and customer value affect the intentions of passengers regarding low cost carriers. Journal of Air Transport Management, 20: 52-53. Ye, S., Wu, J. S., and Zheng, C. J. 2019. Are tourists with higher expectation more sensitive to service performance? Evidence from urban tourism. Journal of Destination Marketing & Management, 12: 64-73. Yoo, K. H., and Gretzel, U. 2011. Influence of personality on travel-related consumer- generated media creation. Computers in Human Behavior, 27 (2): 609-621. Zeithaml, V. A., Berry, L. L., and Parasuraman, A. 1996. The behavioral consequences of service quality. Journal of Marketing, 60 (2): 31-46. Zhang, Z., Zhang, Z., and Yang, Y. 2016. The power of expert identity: How websiterecognized expert reviews influence travelers' online rating behavior. Tourism Management, 55: 15-24. Zhao, Y., Xu, X., and Wang, M. 2019. Predicting overall customer satisfaction: Big data evidence from hotel online textual reviews. International Journal of Hospitality Management, 76: 111-121. Zhou, S., and Guo, B. 2017. The order effect on online review helpfulness: A social influence perspective. Decision Support Systems, 93: 77-87.

RkJQdWJsaXNoZXIy ODg3MDU=