臺大管理論叢第31卷第3期

194 Managing Multichannel Integration, Designing Perceived Affordances, and Developing Customer Relationship in the Online and Offline Retailing Melis, K., Campo, K., Breugelmans, E., and Lamey, L. 2015. The impact of the multichannel retail mix on online store choice: Does online experience matter?. Journal of Retailing, 91 (2): 272-288. Meuter, M. L., Bitner, M. J., Ostrom, A. L., and Brown, S. W. 2005. Choosing among alternative service delivery modes: An investigation of customer trial of selfservice technologies. Journal of Marketing, 69 (2): 61-83. Montoya-Weiss, M. M., Voss, G. B., and Grewal, D. 2003. Determinants of online channel use and overall satisfaction with a relational, multichannel service provider. Journal of the Academy of Marketing Science, 31 (4): 448-458. Muylle, S., Moenaert, R., and Despontin, M. 2004. The conceptualization and empirical validation of web site user satisfaction. Information & Management, 41 (5): 543-560. Neslin, S. A., Grewal, D., Leghorn, R., Shankar, V., Teerling, M. L., Thomas, J. S., and Verhoef, P. C. 2006. Challenges and opportunities in multichannel customer management. Journal of Service Research, 9 (2): 95-112. Norman, D. A. 2013. The design of everyday things: Revised and Expanded Edition. New York, NY: Basic Books. Oh, L. B., and Teo, H. H. 2010. Consumer value co-creation in a hybrid commerce service-delivery system. International Journal of Electronic Commerce, 14 (3): 35-62. Patterson, P. G., and Smith, T. 2003. A cross-cultural study of switching barriers and propensity to stay with service providers. Journal of Retailing, 79 (2): 107-120. Pauwels, K., and Neslin, S. A. 2015. Building with bricks and mortar: The revenue impact of opening physical stores in a multichannel environment. Journal of Retailing, 91 (2): 182-197. Payne, A. F., Storbacka, K., and Frow, P. 2008. Managing the co-creation of value. Journal of the Academy of Marketing Science, 36 (1): 83-96. Pentina, I., and Hasty, R. W. 2009. Effects of multichannel coordination and e-commerce outsourcing on online retail performance. Journal of Marketing Channels, 16 (4): 359-374. Phillips, D. M., and Baumgartner, H. 2002. The role of consumption emotions in the satisfaction response. Journal of Consumer Psychology, 12 (3): 243-252.

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