Sunteți pe pagina 1din 13

REFERENCES.

o A.Prakash.,& R.P. Mohanty., (2013).Understanding service quality, Production


Planning & Control: The Management of Operations. 24:12, 1050-1065, DOI:
10.1080/09537287.2011.

643929

To

link

to

this

article:

http://dx.doi.org/10.1080/09537287.2011.643929.
o Aaker, J., V. Benet-Martnez., and J. Garolera., (2001). Consumption symbols as
carriers of culture: A study of Japanese and Spanish brand personality constructs.
Journal of Personality and Social Psychology 81:249264.
o Anderson, E., and B. Weitz.,(1992).The use of pledges to build and sustain commitment
in distribution channels. Journal of Marketing Research 29:1834.
o Andromachi,Broutsou., and Panos,Fitsilis., (2011). Online Trust: The Influence of
Perceived Companys Reputation on Consumers Trust and the Effects of Trust on
Intention for Online Transactions. Journal of Service Science and Management, 2012,
5, 365-372 http://dx.doi.org/10.4236/jssm.2012.54043.
o B. Berendt, O. Gntherand S. Spiekermann., (2005). Privacy in E-Commerce: Stated
Preferences vs. Actual Behavior Communications of the ACM, Vol. 48, No. 4, 2005,
pp. 101-106. doi:10.1145/1053291.1053295
o B. Ganguly, S. B. Dash, D. Cyr and M. Head., (2010). The Ef- fects of Website Design
on Purchase Intention in Online Shopping: The Mediating Role of Trust and the
Moderat- ing Role of Culture, International Journal of Electronic Business, Vol. 8, No.
4-5, 2010, pp. 302-330. doi:10.1504/IJEB.2010.035289.
o B. Merrilees and M. L. Fry.,(2003).E-Trust: The Influence of Perceived Interactivity on
E-Retailing Users, Marketing Intelligence and planning, Vol. 21, No. 2, 2003, pp. 123128. doi:10.1108/02634500310465461.
o B.E.M., and Kumar, N., (1998). Generalizations about trust in marketing channel
relationships using meta-analysis. International Journal of Research in Marketing,
15(3),pp.22348.

o Barnes, S. J., H. H. Bauer., M. M. Neumann., and F. Huber., (2007).Segmenting


cyberspace: A customer typology for the internet. European Journal of Marketing
41(1/2):7193.
o Bart, Y., V. Shankar., F. Sultan., and G. L. Urban.,(2005). Are the drivers and role of
online trust the same for all websites and consumers? A large-scale exploratory
empirical study. Journal of Marketing 69 (October): 133153.
o Belanger, F., J. S. Hiller, and W. J. Smith. (2002).Trustworthiness in electronic
commerce: The role of privacy, security, and site attributes. The Journal of Strategic
Information Systems 11: 245270.
o Bendapudi, N., & Berry, L. L., (1997).Customers motivations for maintaining
relationships with service providers. Journal of Retailing, 73(Spring),1537.
o Berry,L.L.(1995). Relationship marketing of services growing interest, emerging
perspectives. Journal of the Academy of Marketing Science, 23(4), 236245.
o Bitner, M. J. and Hubbert, A. R., (1994).Encounter satisfaction versus overall
satisfaction versus service quality: the consumers voice. In: R.T.Rust and R.L. Oliver,
eds. Service quality: new directions in theory and practice. Thousand Oaks, CA: Sage
Publications, 7294.
o Bitner, M.J., (1990).Evaluating service encounters: the effects of physical surroundings
and employee responses. Journal of Marketing, 54(4), 6982.
o Boulding,W., Kalra,A.,Staelin,R.,&Zeithaml,V.(1993).A dynamic process model of
service Quality: From expectations to behavioral intentions. Journal of Marketing
Research, 30(February), 727.
o Bramall, C., K. Schoefer, and S. McKeachnie.(2004). The determinants and
consequences of consumer trust in e-retailing: conceptual framework. Irish Marketing
Review 17:1322.
o Brock, S. (1998), "Buyer-Seller Relationships: Bonds, Relationship Management, and
Sex-Type"; Canadian Journal of Administrative Science, Vol.15, Iss.1, pp.76-92.
o C. L. Kun, K. Inwon and D. H. McKnight. (2007)Transfer from Offline Trust to Key
Online Perceptions: An Empirical Study, IEEE Transactions on Engineering
Management, Vol. 54, No. 4, 2007, pp. 729-741. doi:10.1109/TEM.2007.906851.

o Cardozo, R. (1965). An experimental study of customer effort, expectation and


satisfaction. Journal of Marketing Research, 2(3), 244249.
o Center for Life Information (Seikatsu Jouhou Sentaa). (2006). Statistical Data of
Shopping of Japanese 2006 (Nipponjin no Kaimo no Deetabukku 2006). Seikatsu
Jouhou Sentaa, Tokyo.
o Chang, H. H., Wang, Y., & Yank, W., (2009). The impact of e-service quality,
customer satisfaction and loyalty one-marketing: Moderating effect of perceived
value.Total Quality Management and Business Excellence, 20(4),423443.
o Chellappa, R. K. (2005). "Consumers' Trust in Electronic Commerce Transactions: The
Role of Perceived Privacy and Perceived Security"; pp.1-46:
o Chen Y.H. and Barns S. (2007). "Initial Trust and Online Behaviour". Industrial
Management and Data Systems, Vol 107, No.1, pp 21-36.
o Chih-Chien Wang, Chun-An Chen and Jui-Chin Jiang (2009). The Impact of
Knowledge and Trust on E-Consumers Online Shopping Activities. JOURNAL OF
COMPUTERS, VOL. 4, NO. 1, JANUARY 2009.
o ChurchillJr, G.A., andCarol, S., (1982). Aninvestigation in to the determinants of
customer satisfaction. Journal of MarketingResearch, 19(4), 491504.
o Coles, GM., & Smart, WJ. (2011).'Building trust in online customers', in M Chowdhury,
S Ray, R Lee (eds), SNDP 2011 : 2011 12th ACIS International Conference on Software
Engineering Artificial Intelligence, Networking and Parallel/Distributed Computing :
proceedings,, Sydney, NSW, 6-8 July, IEEE Computer Society, Los Alamitos, CA, pp.
93-98.
o Collier, D. A., and Meyer, S.M., (1998). A service positioning matrix. International
Journal of Operations and Production Management, 18(12), 12231244.
o Coyles, S., and Gokey, T. C., (2002). Customer retention is not enough, The Mckinsey
Quarterly2
http://www.mckinseyquarterly.com/article_page.asp?ar1176andL216(April2002).
o Cronin, J. J., & Taylor, S. A., (1994).SERVPREF versus SERVQUAL: Reconciling
performance based and perceptions minus expectations measurement of service quality
. Journal of Marketing, 58 (January),125131.

o Cronin, J. J., Brady, M. K., and Hult, T.M., (2000).Assessing the effects of quality,
value, customer satisfaction on consumer behavioral intentions in service environment.
Journal of Retailing, 76(2),193216.
o Cronin,J.J., & Taylor, S. A., (1992). Measuring service quality: A reexamination and
extension. JournalofMarketing,56(July),5568.
o Cyr, D. (2008). "Modeling Website Design across Cultures: Relationships to Trust,
Satisfaction and E-loyalty". Journal of Management Information Systems, Vol. 24, No. 4,
pp
o D. H. McKnight, V. Choudhury and C. Kacmar (2002), The Impact of Initial Consumer
Trust on Intentions to Transact with a Web Site: A Trust Building Model, Journal of
Strategic Information Systems, Vol. 11, No. 3-4, 2002, pp. 297-323. doi:10.1016/S09638687(02)00020-3
o Dan J. Kima, Donald L. Ferrinb, and H. Raghav Rao., (2011). A trust-based consumer
decision-making model in electronic commerce: The role of trust, perceived risk, and
their

antecedents.

Decision

Support

Systems

44

(2008)

544564.

www.sciencedirect.com
o David B. Meinert., Dane K. Peterson., John R. Criswell II., and Martin D. Crossland.,
(2006). Would Regulation of Web Site Privacy Policy Statements Increase Consumer
Trust? Informing Science Journal Volume 9, 2006.
o Delgado-Ballester, E., and Munuera-Aleman, J. L., (2001). Brand trust in the context
of consumer loyalty European Journal of Marketing, 35(11), pp.123858.
o DolorsSet-Pamies (2012).Customer loyalty to service providers: examining the role of
service quality, customer satisfaction and trust. Total Quality Management & Business
Excellence, 23:11-12, 1257-1271. http://dx.doi.org/10.1080/14783363.2012.669551
o Doney, P. M., & Cannon, J. P., (1997).An examination of the nature of trust in buyerseller relationships. Journal of Marketing, 61(April),3551.
o Donthu, N., and B. Yoo.,(1998). Cultural influences on service quality expectations.
Journal of Service Research 1(2):178186
o Dwyer, F. R., Schurr, P. H., & Oh, S. (1987).Developing buyer-seller relationships.
Journal of Marketing,51(April),1127.

o E. Constantinides, (2004). Influencing the Online ConsumerS Behavior: The Web


Experience,

Internet

Research,

Vol.

14,

No.

2,

2004,

pp.

111-126.

doi:10.1108/10662240410530835.
o E. M. Caudill and P. E. Murphy., (2000).Consumer Online Privacy: Legal and Ethical
Issues, Journal of Public Policy & Marketing, Vol. 19, No. 1, 2000, pp. 7-19.
doi:10.1509/jppm.19.1.7.16951
o Eagly, A. H. and Chaiken, S., (1993) the Psychology of Attitudes Fort Worth, TX:
Harcourt Brace Jovanovich College Publishers.
o Ellisavet Keisidou., Lazaros Sarigiannidis., and Dimitrios Maditinos., (2011).
Consumer characteristics and their effect on accepting online shopping, in the context
of different product types. Int. Journal of Business Science and Applied Management,
Volume 6, Issue 2, 2011 .
o Emons, W. (1988). Warranties, moral hazard, and the lemons problem. Journal of
Economic Theory. 46: 1633.
o F. S. Djahantighi and E. Fakar (2010), Factors Affecting Customers Trends for
Reservation Foreign Hotels via Inter- net in Iran, International Bulletin of Business
Admini- stration, No. 7, 2010, pp. 6-14. http://www.eurojournals.com/IBBA_7.htm
o Farhod P. Karimov., Malaika Brengman., and Leo Van Hove., (2011). The Effect of
Website Design Dimensions on Initial Trust. Journal of Electronic Commerce Research,
VOL 12, NO 4, 2011
o Fatah al-AmiriAghdaie., Saeed Fathi.,and Amir Piraman., (2011). Factors affecting the
attitude of trust in Internet purchasing from the perspective of consumers.
interdisciplinary journal of contemporary research in business September 2011 vol 3, no
5
o Feinberg, R., and R. Kadam.,(2002). E-CRM web service attributes as determinants of
customer satisfaction with retail websites. International Journal of Service Industry
Management 13:432451.
o Finin T. Ding L., Zhou. L., and Joshi A., (2005); "Social Networking on the Semantic
Web"; The Learning Organization; Vol.12, Iss.5, pp.418-435.

o Fombrun, C. J. and Van Riel, C., (1997) The Reputational Landscape. Corporate
Reputation Review 1(1/2), 513
o Fornell, C., (1992). A national customer satisfaction barometer: The Swedish
experience. Journal of Marketing, 56 (January), 621.
o Fornell, C., Johson, M. D., Anderson, E. W., Cha, J. ,& Bryang, B. E., (1996). The
American customer satisfaction index: Nature, purpose, and findings. Journal of
Marketing, 60(October),718.
o Fulk, J., Schmitz, J., and Power. G.J., (1987). "A Social Information Processing Model of
Media Use in Organizations"; Communication Research, Vol.14, No.5, pp.520-552.
o Ganesan,

S.(1994).

Determinants

of

long-term orientation

in

buyer

seller

relationships, Journal of Marketing,58(2),pp.119.


o Garbarino, E.,& Johnson, M., (1999). The different roles of satisfaction, trust, and
commitment in customer relationship. Journal of Marketing,63(April), 7087.
o Gefen, D. (2000).E-commerce: The role of familiarity and trust. OMEGA: The
International Journal of Management Science 28:725737.
o Gefen, D., and Straub, D.W., (2004); "Consumer Trust in B2C Online Shopping and The
Importance of Social Presence: Experiments in e-Products and e-Services", Omega: The
International Journal of Management Science, Vol.32, pp.407-424.
o Giddens, A. (1990). The Consequences of Modernity, Cambridge. Polity Press.
o Gotsi, M. and Wilson, A. M., (2001).Corporate Reputation: Seeking a Definition.
Corporate Communications: An International Journal 6(1), 2430.
o Granovetter, M. (1985).Economic Action and Social Structure: The Problem of
Embeddedness. American Journal of Sociology 91(3), 481510.
o Gronroos, C. (1982). Strategic management and marketing in the service sector.
Helsingfors: Swedish School of Economics and Business Service.
o Gronroos, C. (1984).A service quality model and its marketing implications. European
Journal of Marketing, 18(4),3644.
o Gronroos,C., (1995). Relationship marketing: The strategy continuum. Journal of
Academy of Marketing Science,23(4),252254.

o Gummerus, J., V. Liljander., M. Pura., and A. Van Riel.,(2004). Customer loyalty to


contentbased websites: The case of an online health-care service. Journal of Services
Marketing 18:175186.
o H. L. Wang and S. Y. Li., (2000).Research on Some Problems of E-Commerce Law,
Peking University Press, Beijing, 2000.
o H. Wang and Z. Hu., (2009), Online Trust between Inexperienced Consumers and
Experienced Consumers: An Empirical Study. Second International Conference on
Future Information Technology and Management Engineering, Hong Kong, 13-14
November 2009, pp. 167-170. doi:10.1109/FITME.2009.47
o Ha, H.-Y.,(2004). Factors influencing consumer perceptions of brand trust online.
Journal of Product and Brand Management 13(5):329342.
o Ha, S., and L. Stoel., (2008). Customer e-shopping acceptance: Antecedents in a
technology

acceptance

model.

Journal

of

Business

Research

doi:10.1016/j.busres.2008.06.016.
o Harridge-March S. (2006). "Can the building of trust overcome consumer perceived risk
online? Marketing Intelligence& Planning Vol. 24 No. 7, pp. 746-761
o Harris, L. C., and M. M. H. Goode.,(2004). The four levels of loyalty and the pivotal
role of trust: A study of online service dynamics. Journal of Retailing 80: 139158.
o Hassanein K. S., and Head M., (2006). "The Impact of Infusing Social Presence in the
Web Interface: An Investigation Across Different Products". International Journal of
Electronic Commerce (IJEC), Vol. 10 No. 2, pp 31-55.
o Hawes, J. M., and J. R. Lumpkin.,(1986). Perceived risk and the selection of a retail
patronage mode. Journal of Academy of Marketing Science 14: 3742.
o Herzberg, F., B. Mausner., and B. B. Snyderman.,(1959). The Motivation to Work.
New York: John Wiley.
o Hill, P., (1977). On goods and services. Review of Income and Wealth. 23(4),315
338.
o Howard, J.A., and Sheth, J. N., (1969).The theory of buyer behavior. New York: John
Wiley and Sons.

o J. Phelps, G. Nowak and E. Ferrell., (2000). Privacy Concerns and Consumer


Willingness to Provide Personal Information, Journal of Public Policy &Marketing,
Vol. 19, No. 1, 2000, pp. 27-41. doi:10.1509/jppm.19.1.27.16941
o Jeffries, F. L., & Reed, R., (2000).Trust and adaptation in relational contracting.
Academy of Management Review,25(4), 873882.
o K. Barker, et al., (2009).A Data Privacy Taxonomy, Proceedings of the 26th British
National Conference on Databases: Data space The Final Frontier, Vol. 5588, Springer
Verlag, Birmingham, 2009, pp. 42-54.
o Karvonen, K. (2000). "The beauty of simplicity". ACM Proceedings on the Conference on
Universal Usability, pp. 85-90.
o Kashiwagi, R. (2004). Keys to further development in Japans online shopping market.
NRI Papers, 72. Retrieved from https://www.nri.co.jp/english/opinion/papers/2004/pdf
(accessed May 2007).
o Koufaris M., and Hampton-Sosa W., (2004). "The development of initial trust in an
online company by new customers". Information and Management Vol. 41, pp 377-397.
o Kuo, Yen-Ku., & Ye, Kung-Don., (2009).The causal relationship between service
equality, corporate image and adults learning satisfaction and loyalty: A study of
professional training programmes in a Taiwanese vocational institute. Total Quality
Management and Business Excellence,20(7),749762.
o L. F. Lages., A. Lancastrea., and C. Lages., (2008). The B2B-RE- LPERF Scale and
Scorecard: Bringing Relationship Marketing Theory into Business to Business Practice.
Industrial Marketing Management, Vol. 37, No. 6, 2008, pp. 686-697. doi: 10.1016/
j.indmarman. 2007. 05.008.
o Lam, T., & Zhang, H. Q., (1999).Servic equality of travel agents: The case of travel
agents in Hong Kong.TourismManagement,20,341349.
o Lee, G. G., and H. F. Lin.,(2005). Customer perceptions of e-service quality in online
shopping. International Journal of Retail and Distribution Management 33: 161176.
o Liu, B. S., O. Furrer., and D. Sudharshan.,(2001). The relationships between culture and
behavioral intentions toward services. Journal of Service Research 4(2):118129.

o M. Koufaris and W. Hampton-Sosa., (2004). The Development of Initial Trust in an


Online Company by New Customers, Information & Management, Vol. 41, No. 3, 2004,
pp. 377-397.
o M. Q. Fang. (1999) The Conspectus of E-Commerce. Tsinghua University Press,
Beijing, 1999.
o M. R. Guo, (2011). A Comparative Study on E-Commerce Consumer Right to Learn the
Truth: Policies of Major Legal System. International Conference on Business Management, Lahore, Vol. 6, 28-29 March 2011, pp. 2496-2499.
o M. R. Guo. (2011). Protection of Consumer Right to a Fair Trans- action in ECommerce, International Conference on Busi- ness Management and Electronic
Information, Guang- zhou, Vol. 2, 13-15 May 2011, pp. 5-8.
o Mithas S., Ramasubbu N., Krishnan M.S. and Fornell C., (2007). "Designing websites for
customer loyalty across business domains: A multilevel analysis". Journal of
Management Information Systems. Vol. 23, No. 3, pp 97-127.
o Mohanty, R. P., Seth, D. ,and Mukadam. S., (2007). Quality dimensions of ecommerce
and their implications. Total Quality Management, 18(3), 219247.
o Montoya-Weiss, M. M., G. B. Voss, and D. Grewal.,(2003). Determinants of online
channel use and overall satisfaction with a relational, multichannel service provider.
Journal of the Academy of Marketing Science 31:448458.
o Moorman, C., Deshpande, R., & Zaltman, G., (1993). Factors affecting trust in market
research relationships. Journal of Marketing, 57,81101.
o Morgan, R., & Hunt, S., (1994). The commitment

trust theory of relationship

marketing. Journal of Marketing, 59,2038.


o Morrison, D. E., & Firmstone, J. (2000). The social function of trust and implications
fore commerce. International Journal of Advertising, 19,599623.
o Mukherjee A and Nath P., (2003). "A model of trust in online relationship banking".
International Journal of Bank marketing vol 1 No. 21, pp 5-15
o Okada, H. (2006). E-commerce.

Retrieved

from http://www.ai.u-hyogo.ac.jp

(accessed January 26, 2006).

o Oliver, R. L. (1999). When e-consumer loyalty? Journal of Marketing, 63(Special


issue),3344.
o Oliver, R. L., (1977). Effect of expectation and disconfirmation on post expense product
evaluations: an alternative interpretation. Journal of Applied Psychology, 62(4),480
486.
o Oliver, R. L., (1980). A cognitive model of the antecedents and consequences of
satisfaction decisions. Journal of Marketing Research, 17, November, 460469.
o Olshavsky, R. W. and Miller, J. A., (1972). Consumer expectations, product
performance and perceived product quality. Journal of Marketing Research, 9(1),19
21.
o P. Durkan, M. Durkin and J. Gillen., (2003), Exploring Efforts to Engender On-Line
Trust, International Journal of Entrepreneurial Behaviour & Research, Vol. 9, No. 3,
2003, pp. 93-110. doi:10.1108/13552550310476184
o Parasuraman, A., Berry, L. L., & Zeithaml, V. A., (1991). Refinement and reassessment
of the SERVQUAL scale. Journal of Retailing, 67,420450.
o Parasuraman, A., Zeithaml, V. A., & Berry, L. L., (1985). A conceptual model of
service quality and

its implications for future research. Journal of Retailing, 49

(Fall),4150.
o Parasuraman, A., Zeithaml, V. A., & Berry, L. L., (1988). SERVQUAL: A multiple item
scale

for

measuring

consumer

perceptions

of

service

quality.

JournalofRetailing,64(Spring),1240.
o Park, J., and L. Stoel (2005). Effect of brand familiarity experience and information on
online apparel purchase. International Journal of Retail and Distribution Management
33: 148160.
o Picot, A., Reichwald, R., and Wigand, R., (2001). Diegrenzen lose Unternehmung:
Information, Organisation und Management: Lehrbuchzur Unternehmens fhrungim
Informations zeitalter. 4th edn, Wiesbaden: Gabler.
o Price, L. L. and Arnould, E. J., (1999). Commercial friendships: service provider client
relationships in context. Journal of Marketing, 63(4),pp.3856.

10

o Punch, K.F. (2000). Developing Effective Research Proposals. SAGE Publications,


London.
o R. Connolly and F. Bannister., (2008). Factors Influencing Irish Consumers Trust,
Management

Research

News,

Vol.

31,

No.

5,

2008,

pp.

339-358.

doi:10.1108/01409170810865154.
o R. Smith and J. H. Shao., (2005). Privacy and E-Commerce: A Consumer-Centric
Perspective, Electronic Commerce Re- search, Vol. 7, No. 2, 2005, pp. 89-116.
doi:10.1007/s10660-007-9002-9
o Ranganathan, C. and Ganapathy, S., (2002). "Key dimensions of business-to-consumer
websites". Information and Management. Vol. 39, pp 457-465.
o Rao, A. R., L. Qu, and R.W.Ruekert., (1999). Signaling unobservable product quality
through a brand ally. Journal of Marketing Research. 36(May):258268.
o Ravald, A. and Gronroos, C. (1996). The value concept and relationship marketing.
European Journal of Marketing, 30(2),pp.1930.
o Reichheld, F. F., (1996). The Loyalty Effect: The Hidden Force Behind Growth, Profits,
and Lasting Value. Harvard Business School Press.
o Ribbink D., Allard C.R., Liljander V. V.andTreukens S (2004). "Comfort your online
customer: quality, trust and loyalty on the internet". Managing Volume 14 Number 6
2004 pp. 446-456.
o Ribbink, D., A. C. R. Van Riel, V. Liljander, and S. Streukens., (2004). Comfort your
online customer: Quality, trust, royalty on the Internet. Managing Service Quality
14:446456.
o Rousseau,D.M.,Sitkin,S.N.,Burt,R.S.,&Camerer,C.(1998). Not so different after all:
Across discipline view of trust. Academy of Management Review,23(3),393404.
o S. Srinivasan (2004). Role of trust in e-business success. Information Management &
Computer Security Vol. 12 No. 1, 2004 pp. 66-72 qEmerald Group Publishing Limited
0968-5227 DOI 10.1108/09685220410518838.
o Sabine einwiller (2003). When Reputation Engenders Trust: An Empirical Investigation
in Business-toConsumer. Electronic Commerce. Electronic Markets Volume 13 (3):
196209. www.electronicmarkets.org DOI: 10.1080/1019678032000092246
11

o Sato, N., and Y. Kato., (2005). Youth marketing in Japan. Young Consumers 3:5660.
o Schmenner, R. W., (2004). Service businesses and productivity. Decision Sciences,
35(3),333347.
o Sergio Donizetti Zorzo., Rodrigo Pereira Botelho., and Paulo Muniz de vila (2013).
"Taxonomy for Privacy Policies of Social Networks Sites". Social Networking, 2013, 2,
157-164 http://dx.doi.org/10.4236/sn.2013.24015.
o Shemwell, D. J., Jr., & Cronin, J. j., Jr., (1995). Trust and commitment in customer/
service-provider

relationships: Ananalysis of differences a cross service types and

between sexes. Journal of Customer Service in Marketing & Management,1(2),6575.


o Singh, J., & Sirdeshmukh ,D., (2000). Agency and trust mechanisms in consumer
satisfaction and loyalty judgements. Journal of the Academy of Marketing
Science,28(1),150167.
o Singh, J., and D. Sirdeshmukh. 2000. Agency and trust mechanisms in relational
exchanges. Journal of the Academy of Marketing Science 28(Winter):150167.
o Singh, M. 2002. E-services and their role in B2C e-commerce. Managing Service
Quality 12: 434446.
o Sonia San-Martin and Carmen Camarero., (2012). A cross national study on online
consumer perception, trust and loyalty. Journal of organizational computing and
electronic commerce.
o Syed Shah Alam and Norjaya Mohd Yasin., (2010). What factors influence online
brand trust: evidence from online tickets buyers in Malaysia. Journal of Theoretical and
Applied Electronic Commerce Research Electronic Version VOL 5 / ISSUE 3 /
DECEMBER 2010 / 78-89. www.jtaer.com DOI: 10.4067/S0718-18762010000300008
o Tan, S. J. (1999). Strategies for reducing consumers risk aversion in Internet
shopping. Journal of Consumer Marketing 16(2): 163180.
o Tanaka, H. (1993). Brando equity kenkyuu no tenkai. [Development of brand equity
research.] Marketing Journal 51:8892.
o Vanessa,

Apaolaza,

Ibez.,

Patrick,

Hartmann.,

&

Pilar

Zorrilla

Calvo.,

(2006).Antecedents of customer loyalty in residential energy markets: Service quality,

12

satisfaction, trust and switching cost. The Service Industries Journal, 26:6, 633-650,
DOI: 10.1080/02642060600850717
o Wang, S., S. E. Beatty, and W. Foxx.,(2004). Signaling the trustworthiness of small
online retailers. Journal of Interactive Marketing 18(1):5369.
o Wilson, T. (1999). Not a global village after all? Consumer behaviour varies widely by
country. Internet Week 792:1316.
o Wolfinbarger, M., and M. C.Gilly.,(2001). Shopping online for freedom, control, and
fun. California Management Review 43(2):3455.
o X. Hu., G. Wu, Y. Wu., and H. Zhang., (2009). The Effects of Web Assurance Seals on
Consumers Initial Trust in an Online Vendor: A Functional Perspective. Decision
Support Sys- tems, Vol. 48, No. 2, 2010, pp. 407-418. doi:10.1016/j.dss.2009.10.004
o Y. H. Chen., and S. Barnes (2007). Initial Trust and Online Buyer Behaviour,
Industrial Management & Data Sys- tems, Vol. 107, No. 1, 2007, pp. 21-36. Doi:
10.1108/02635570710719034.
o Yoon, C., and S. Kim.,(2009). Developing the causal model of online store success.
Journal of Organizational Computing and Electronic Commerce 19: 265284.
o Yoon, S. J. (2002)."The antecedents and consequences of trust in online purchase
decisions", Journal of Interactive Marketing, Vol. 16 No. 2, pp. 47-63.9
o Yousafzai, S. Y., J. G. Pallister, and G. R. Foxall.,(2005). Strategies for building and
communicating trust in electronic banking: A field experiment. Psychology and
Marketing 22:181201,.
o Zeithaml, V. A., et al., (2008).Services marketing: integrating customer focus across
the firm. .New Delhi: Tata McGraw-Hill.
o Zeithaml,V. A., (1988). Consumer perceptions of price, quality, and value: A meansend model and synthesis of evidence. Journal of Marketing,52,222

13

S-ar putea să vă placă și