

臺大管理論叢
第
27
卷第
1
期
59
Yen, H. J., and Gwinner, K. P. 2003. Internet retail customer loyalty: The mediating role of
relational benefits.
International Journal of Service Industry Management
, 14
(5): 483-500. doi: 10.1108/09564230310500183
Yim, C. K., Chan, K. W., and Lam, S. S. K. 2012. Do customers and employees enjoy
service participation? Synergistic effects of self- and other-efficacy.
Journal of
Marketing
, 76 (6): 121-140. doi: 10.1509/jm.11.0205
Zhang, J. J., Joglekar, N., and Verma, R. 2012. Pushing the frontier of sustainable service
operations management: Evidence from US hospitality industry.
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Service Management
, 23 (3): 377-399. doi: 10.1108/09564231211248462