1. NCCU Academic Hub
  2. 學術產出
  3. College of Commerce
  4. Theses
  5. Item

學術產出-Theses

Article View/Open

Publication Export

Google ScholarTM

政大圖書館

Citation Infomation

題名 導致平台上光環效應的關鍵因素之實證分析
All the same! An empirical analysis of the driving factors of halo effects on platforms
作者 吳延武
Wu, Yan-Wu
貢獻者 吳文傑
Wu, Jack
吳延武
Wu, Yan-Wu
關鍵詞 光環效應
平台
halo effects
platforms
日期 2020
上傳時間 2-Mar-2020 11:08:39 (UTC+8)
摘要 Amazon and eBay are renowned examples of platform businesses that create value by enabling the interaction between two or more groups of market actors. Poor experiences with one or more parties on the platform might have repercussions on the platform in terms of customer satisfaction. This research aims to identify the factors that might encourage or diminish the halo effects on platforms. For this purpose, the conceptual research model is proposed to examine the existence of the halo effects. Further, the impacts of three factors on the magnitude of the halo effects are investigated in the meantime: the perceived value, after-sales service, and brand familiarity. To this end, survey-based experiments are conducted and one-way ANOVA is applied to analyze collected data. The results indicate that the existence of the halo effects on platforms is significant and that the perceived value and after-sales service have significant impacts on the magnitude of the halo effects, while the impact of brand familiarity on the magnitude of halo effects is not supported.
參考文獻 Ahn, J. S., & Sohn, S. Y. (2009), Customer pattern search for after-sales service in manufacturing, Expert Systems with Applications, 36(3), 5371-5375.
Alba, J. W., & Hutchinson, J. W. (1987), Dimensions of consumer expertise, Journal of consumer research, 13(4), 411-454.
Aronson, E. (1997), Back to the future: Retrospective review of Leon Festinger`s--A Theory of Cognitive Dissonance, The American Journal of Psychology, 110(1), 127.
Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994), Customer satisfaction, market share, and profitability: Findings from Sweden, Journal of marketing, 58(3), 53-66.
Bettman, J. R., Luce, M. F., & Payne, J. W. (1998), Constructive consumer choice processes, Journal of consumer research, 25(3), 187-217.
Cherry, K. (2016), What is the halo effect, Psychology. about. com.
Cooper, J., & Fazio, R. H. (1984), A new look at dissonance theory, In Advances in experimental social psychology (Vol. 17, pp. 229-266), Academic Press.
Cooper, W. H. (1981a), Conceptual similarity as a source of illusory halo in job performance
ratings, Journal of Applied Psychology, 66(3), 302.
Cooper, W. H. (1981b), Ubiquitous halo. Psychological bulletin, 90(2), 218.
Crosby, L. A., & Stephens, N. (1987), Effects of relationship marketing on satisfaction, retention, and prices in the life insurance industry, Journal of marketing research, 24(4),404-411.
Dion, K., Berscheid, E., & Walster, E. (1972), What is beautiful is good, Journal of personality and social psychology, 24(3), 285.
Eggert, A., & Ulaga, W. (2002), Customer perceived value: a substitute for satisfaction in business markets?, Journal of Business & industrial marketing, 17(2/3), 107-118.
Epp, A. M., & Price, L. L. (2011), Designing solutions around customer network identity goals, Journal of Marketing, 75(2), 36-54.
Feldman, J. M. (1986), A note on the statistical correction of halo error, Journal of Applied Psychology, 71(1), 173.
Festinger (1957), A theory of cognitive dissonance, Evanston, III. u.a. : Row, Peterson.
Fisicaro, S. A., & Lance, C. E. (1990), Implications of three causal models for the measurement of halo error, Applied Psychological Measurement, 14(4), 419-429.
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996), The American customer satisfaction index: nature, purpose, and findings, Journal of marketing, 60(4), 7-18.
Gaiardelli, P., Saccani, N., & Songini, L. (2007), Performance measurement systems in after-sales service: an integrated framework, International Journal of Business Performance Management, 9(2), 145.
Grönroos, C. (2011), Value co-creation in service logic: A critical analysis, Marketing theory, 11(3), 279-301.
Grönroos, C., & Voima, P. (2013), Critical service logic: making sense of value creation and co-creation, Journal of the academy of marketing science, 41(2), 133-150.
Ha, H. Y., & Perks, H. (2005), Effects of consumer perceptions of brand experience on the web: Brand familiarity, satisfaction and brand trust, Journal of Consumer Behaviour: An International Research Review, 4(6), 438-452.
Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E. (2014), Multivariate Data Analysis,
Halow: Pearson.
Hanif, M., Hafeez, S., & Riaz, A. (2010), Factors affecting customer satisfaction,
International research journal of finance and economics, 60(1), 44-52.
Harmon-Jones, E., & Harmon-Jones, C. (2007), Cognitive dissonance theory after 50 years of
development, Zeitschrift für Sozialpsychologie, 38(1), 7-16.
Heinonen, K., Strandvik, T., Mickelsson, K. J., Edvardsson, B., Sundström, E., & Andersson,P.(2010), A customer-dominant logic of service, Journal of Service management, 21(4),531-548
Helkkula, A., Kelleher, C., & Pihlström, M. (2012), Characterizing value as an experience: implications for service researchers and managers, Journal of service research, 15(1), 59-75.
Helson, H. (1948). Adaptation-level as a basis for a quantitative theory of frames of
reference. Psychological review, 55(6), 297.
Herrmann, A., Xia, L., Monroe, K. B., & Huber, F. (2007), The influence of price fairness on customer satisfaction: an empirical test in the context of automobile purchases, Journal of product & brand management, 16(1), 49-58.
Hoch, S. J., & Deighton, J. (1989), Managing what consumers learn from experience, Journal of Marketing, 53(2), 1-20.
Holzbach, R. L. (1978), Rater bias in performance ratings: Superior, self-, and peer ratings,
Journal of Applied Psychology, 63(5), 579.
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.
Iansiti, M., & Levien, R. (2004), Strategy as ecology, Harvard business review, 82(3), 68-81.
Jacobs, R., & Kozlowski, S. W. (1985), A closer look at halo error in performance ratings,
Academy of Management Journal, 28(1), 201-212.
Kenny, D. A., & Berman, J. S. (1980), Statistical approaches to the correction of correlational bias, Psychological Bulletin, 88(2), 288.
Kinicki, A. J., Bannister, B. D., Hom, P. W., & Denisi, A. S. (1985), Behaviorally anchored rating scales vs. summated rating scales: Psychometric properties and susceptibility to rating bias, Educational and Psychological Measurement, 45(3), 535-549.
Kurata, H., & Nam, S. H. (2010), After-sales service competition in a supply chain: Optimization of customer satisfaction level or profit or both?, International Journal of Production Economics, 127(1), 136-146.
Landy, F. J., Vance, R. J., Barnes-Farrell, J. L., & Steele, J. W. (1980), Statistical control of halo error in performance ratings, Journal of applied psychology, 65(5), 501.
Lele, M. M., & Karmarkar, U. S. (1983), Good product support is smart marketing, Harvard Business Review, 61(6), 124-132.
Leuthesser, L., Kohli, C. S., & Harich, K. R. (1995), Brand equity: the halo effect measure,
European journal of marketing, 29(4), 57-66.
Loomba, A. P. (1998), Product distribution and service support strategy linkages: An empirical validation, International Journal of Physical Distribution & Logistics Management, 28(2), 143-161.
Ma, Z., & Dubé, L. (2011), Process and outcome interdependency in frontline service encounters, Journal of Marketing, 75(3), 83-98.
Miller, A. G. (1970), Role of physical attractiveness in impression formation, Psychonomic Science, 19(4), 241-243.
Mouly Potluri, R., & Hawariat, H. W. (2010), Assessment of after-sales service behaviors of Ethiopia Telecom customers, African Journal of Economic and Management Studies, 1(1), 75-90.
Murali, S., Pugazhendhi, S., & Muralidharan, C. (2016), Modelling and Investigating the relationship of after sales service quality with customer satisfaction, retention and loyalty-A case study of home appliances business, Journal of Retailing and Consumer Services, 30,67-83.
Murphy, K. R., & Jako, R. (1989), Under what conditions are observed intercorrelations greater or smaller than true intercorrelations?, Journal of Applied Psychology, 74(5), 827.
Murphy, K. R., Jako, R. A., & Anhalt, R. L. (1993), Nature and consequences of halo error: A critical analysis, Journal of Applied psychology, 78(2), 218.
Myers, J. H. (1965), Removing halo from job evaluation factor structure, Journal of Applied Psychology, 49(3), 217.
Nathan, B. R., & Lord, R. G. (1983), Cognitive categorization and dimensional schemata: A process approach to the study of halo in performance ratings, Journal of Applied Psychology, 68(1), 102.
Nisbett, R. E., & Wilson, T. D. (1977), The halo effect: evidence for unconscious alteration of judgments, Journal of personality and social psychology, 35(4), 250.
Oliver, R. L. (1980), A cognitive model of the antecedents and consequences of satisfaction
decisions, Journal of marketing research, 17(4), 460-469.
Pulakos, E. D., Schmitt, N., & Ostroff, C. (1986), A warning about the use of a standard deviation across dimensions within ratees to measure halo, Journal of Applied Psychology, 71(1), 29.
Pura, M. (2005), Linking perceived value and loyalty in location‐based mobile services,
Managing Service Quality, 509-538.
Rigopoulou, I. D., Chaniotakis, I. E., Lymperopoulos, C., & Siomkos, G. I. (2008), After-sales service quality as an antecedent of customer satisfaction: The case of electronic appliances,
Managing Service Quality, 18(5), 512-527.
Saal, F. E., Downey, R. G., & Lahey, M. A. (1980), Rating the ratings: Assessing the psychometric quality of rating data, Psychological bulletin, 88(2), 413.
Sigall, H., & Ostrove, N. (1975), Beautiful but dangerous: effects of offender attractiveness
and nature of the crime on juridic judgment, Journal of Personality and Social Psychology,
31(3), 410.
Strandvik, T., Holmlund, M., & Edvardsson, B. (2012), Customer needing: a challenge for the seller offering, Journal of Business & Industrial Marketing, 27(2), 132-141.
Svensson, G., & Grönroos, C. (2008), Service logic revisited: who creates value? And who co‐creates?, European business review.
Söderlund, M. (2002), Customer familiarity and its effects on satisfaction and behavioral intent-ions, Psychology & Marketing, 19(10), 861-879.
Telci, E. E., Maden, C., & Kantur, D. (2011), The theory of cognitive dissonance: A marketing
and management perspective, Procedia-Social and Behavioral Sciences, 24, 378-386.
Thorndike, E. L. (1920), A constant error in psychological ratings, Journal of applied
psychology, 4(1), 25-29.
Timothy Coombs, W., & Holladay, S. J. (2006), Unpacking the halo effect: Reputation and
crisis management, Journal of Communication Management, 10(2), 123-137.
Van Doorn, J. (2008). Is there a halo effect in satisfaction formation in business-to-business
services?. Journal of Service Research, 11(2), 124-141.
Vance, R. J., Winne, P. S., & Wright, E. S. (1983), A longitudinal examination of rater and ratee effects in performance ratings, Personnel Psychology, 36(3), 609-620.
Vandermerwe, S. (2003), Customer-minded growth through services, Managing Service Quality: An International Journal, 13(4), 262-266.
Vargo, S. L., & Lusch, R. F. (2004), Evolving to a New Dominant Logic for Marketing,
Journal of Marketing, 68, 1-17.
Vargo, S. L., & Lusch, R. F. (2008), Service-dominant logic: continuing the evolution,
Journal of the Academy of marketing Science, 36(1), 1-10.
Wirtz, J. (2000), An examination of the presence, magnitude and impact of halo on consumer satisfaction measures, Journal of Retailing and Consumer Services, 7(2), 89-99.
Wirtz, J. (2001), Improving the measurement of customer satisfaction: a test of three methods
to reduce halo, Managing Service Quality: An International Journal, 11(2), 99-112.
Wirtz, J., & Bateson, J. E. (1995), An experimental investigation of halo effects in satisfaction measures of service attributes, International Journalof Service Industry Management, 6(3), 84-102.
Woodruff, R. B. (1997), Customer value: the next source for competitive advantage, Journal of the academy of marketing science, 25(2), 139.
Wu, B. T., & Petroshius, S. M. (1987), The halo effect in store image measurement, Journal
of the Academy of Marketing Science, 15(3), 44-51.
Zeithaml, V. A. (1988), Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence, Journal of marketing, 52(3), 2-22.
描述 碩士
國立政治大學
國際經營管理英語碩士學位學程(IMBA)
105933020
資料來源 http://thesis.lib.nccu.edu.tw/record/#G0105933020
資料類型 thesis
dc.contributor.advisor 吳文傑zh_TW
dc.contributor.advisor Wu, Jacken_US
dc.contributor.author (Authors) 吳延武zh_TW
dc.contributor.author (Authors) Wu, Yan-Wuen_US
dc.creator (作者) 吳延武zh_TW
dc.creator (作者) Wu, Yan-Wuen_US
dc.date (日期) 2020en_US
dc.date.accessioned 2-Mar-2020 11:08:39 (UTC+8)-
dc.date.available 2-Mar-2020 11:08:39 (UTC+8)-
dc.date.issued (上傳時間) 2-Mar-2020 11:08:39 (UTC+8)-
dc.identifier (Other Identifiers) G0105933020en_US
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/128834-
dc.description (描述) 碩士zh_TW
dc.description (描述) 國立政治大學zh_TW
dc.description (描述) 國際經營管理英語碩士學位學程(IMBA)zh_TW
dc.description (描述) 105933020zh_TW
dc.description.abstract (摘要) Amazon and eBay are renowned examples of platform businesses that create value by enabling the interaction between two or more groups of market actors. Poor experiences with one or more parties on the platform might have repercussions on the platform in terms of customer satisfaction. This research aims to identify the factors that might encourage or diminish the halo effects on platforms. For this purpose, the conceptual research model is proposed to examine the existence of the halo effects. Further, the impacts of three factors on the magnitude of the halo effects are investigated in the meantime: the perceived value, after-sales service, and brand familiarity. To this end, survey-based experiments are conducted and one-way ANOVA is applied to analyze collected data. The results indicate that the existence of the halo effects on platforms is significant and that the perceived value and after-sales service have significant impacts on the magnitude of the halo effects, while the impact of brand familiarity on the magnitude of halo effects is not supported.en_US
dc.description.tableofcontents 1. Halo Effect as an Influence on Customer Satisfaction with Platforms 1
2. Theoretical Basis of Halo Effect Formation 3
2.1. Expectation Disconfirmation Theory 3
2.2. Cognitive Dissonance Theory 5
3. Halo Effect: A Distortion of Customer Evaluations 9
3.1. Introduction of Halo Effect 9
3.2. Influence of Halo Effect 11
4. Platform as Business Model of Value Cocreation 14
4.1. Conceptual Framework of The Platform Business Model 14
4.2. Value Creation in The Interaction of The Customers and Service 17
5. Factors Measured in Experiments 19
5.1. Customer Satisfaction as the Item for Measuring Halo Effect and Moderation Effect 19
5.2. Perceived Value as a Potential Moderator 20
5.3. After-Sales Service as a Potential Moderator 23
5.4. Brand Familiarity as a Potential Moderator 26
6. Method 29
6.1. Research Hypotheses and Conceptual Research Model 29
6.1.1. Conceptual Research Model 29
6.1.2. Research Hypotheses 30
6.2. Measures 32
6.3. Experiment Design 33
6.4. The Sample 36
6.5. Results 37
6.5.1. Halo Effect 37
6.5.2. Moderation Effect 39
7. Summary 42
7.1. Discussion and Implication 42
7.2. Limitation and Further Research 44
8. Bibliography 47		zh_TW
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0105933020en_US
dc.subject (關鍵詞) 光環效應zh_TW
dc.subject (關鍵詞) 平台zh_TW
dc.subject (關鍵詞) halo effectsen_US
dc.subject (關鍵詞) platformsen_US
dc.title (題名) 導致平台上光環效應的關鍵因素之實證分析zh_TW
dc.title (題名) All the same! An empirical analysis of the driving factors of halo effects on platformsen_US
dc.type (資料類型) thesisen_US
dc.relation.reference (參考文獻) Ahn, J. S., & Sohn, S. Y. (2009), Customer pattern search for after-sales service in manufacturing, Expert Systems with Applications, 36(3), 5371-5375.
Alba, J. W., & Hutchinson, J. W. (1987), Dimensions of consumer expertise, Journal of consumer research, 13(4), 411-454.
Aronson, E. (1997), Back to the future: Retrospective review of Leon Festinger`s--A Theory of Cognitive Dissonance, The American Journal of Psychology, 110(1), 127.
Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994), Customer satisfaction, market share, and profitability: Findings from Sweden, Journal of marketing, 58(3), 53-66.
Bettman, J. R., Luce, M. F., & Payne, J. W. (1998), Constructive consumer choice processes, Journal of consumer research, 25(3), 187-217.
Cherry, K. (2016), What is the halo effect, Psychology. about. com.
Cooper, J., & Fazio, R. H. (1984), A new look at dissonance theory, In Advances in experimental social psychology (Vol. 17, pp. 229-266), Academic Press.
Cooper, W. H. (1981a), Conceptual similarity as a source of illusory halo in job performance
ratings, Journal of Applied Psychology, 66(3), 302.
Cooper, W. H. (1981b), Ubiquitous halo. Psychological bulletin, 90(2), 218.
Crosby, L. A., & Stephens, N. (1987), Effects of relationship marketing on satisfaction, retention, and prices in the life insurance industry, Journal of marketing research, 24(4),404-411.
Dion, K., Berscheid, E., & Walster, E. (1972), What is beautiful is good, Journal of personality and social psychology, 24(3), 285.
Eggert, A., & Ulaga, W. (2002), Customer perceived value: a substitute for satisfaction in business markets?, Journal of Business & industrial marketing, 17(2/3), 107-118.
Epp, A. M., & Price, L. L. (2011), Designing solutions around customer network identity goals, Journal of Marketing, 75(2), 36-54.
Feldman, J. M. (1986), A note on the statistical correction of halo error, Journal of Applied Psychology, 71(1), 173.
Festinger (1957), A theory of cognitive dissonance, Evanston, III. u.a. : Row, Peterson.
Fisicaro, S. A., & Lance, C. E. (1990), Implications of three causal models for the measurement of halo error, Applied Psychological Measurement, 14(4), 419-429.
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996), The American customer satisfaction index: nature, purpose, and findings, Journal of marketing, 60(4), 7-18.
Gaiardelli, P., Saccani, N., & Songini, L. (2007), Performance measurement systems in after-sales service: an integrated framework, International Journal of Business Performance Management, 9(2), 145.
Grönroos, C. (2011), Value co-creation in service logic: A critical analysis, Marketing theory, 11(3), 279-301.
Grönroos, C., & Voima, P. (2013), Critical service logic: making sense of value creation and co-creation, Journal of the academy of marketing science, 41(2), 133-150.
Ha, H. Y., & Perks, H. (2005), Effects of consumer perceptions of brand experience on the web: Brand familiarity, satisfaction and brand trust, Journal of Consumer Behaviour: An International Research Review, 4(6), 438-452.
Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E. (2014), Multivariate Data Analysis,
Halow: Pearson.
Hanif, M., Hafeez, S., & Riaz, A. (2010), Factors affecting customer satisfaction,
International research journal of finance and economics, 60(1), 44-52.
Harmon-Jones, E., & Harmon-Jones, C. (2007), Cognitive dissonance theory after 50 years of
development, Zeitschrift für Sozialpsychologie, 38(1), 7-16.
Heinonen, K., Strandvik, T., Mickelsson, K. J., Edvardsson, B., Sundström, E., & Andersson,P.(2010), A customer-dominant logic of service, Journal of Service management, 21(4),531-548
Helkkula, A., Kelleher, C., & Pihlström, M. (2012), Characterizing value as an experience: implications for service researchers and managers, Journal of service research, 15(1), 59-75.
Helson, H. (1948). Adaptation-level as a basis for a quantitative theory of frames of
reference. Psychological review, 55(6), 297.
Herrmann, A., Xia, L., Monroe, K. B., & Huber, F. (2007), The influence of price fairness on customer satisfaction: an empirical test in the context of automobile purchases, Journal of product & brand management, 16(1), 49-58.
Hoch, S. J., & Deighton, J. (1989), Managing what consumers learn from experience, Journal of Marketing, 53(2), 1-20.
Holzbach, R. L. (1978), Rater bias in performance ratings: Superior, self-, and peer ratings,
Journal of Applied Psychology, 63(5), 579.
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.
Iansiti, M., & Levien, R. (2004), Strategy as ecology, Harvard business review, 82(3), 68-81.
Jacobs, R., & Kozlowski, S. W. (1985), A closer look at halo error in performance ratings,
Academy of Management Journal, 28(1), 201-212.
Kenny, D. A., & Berman, J. S. (1980), Statistical approaches to the correction of correlational bias, Psychological Bulletin, 88(2), 288.
Kinicki, A. J., Bannister, B. D., Hom, P. W., & Denisi, A. S. (1985), Behaviorally anchored rating scales vs. summated rating scales: Psychometric properties and susceptibility to rating bias, Educational and Psychological Measurement, 45(3), 535-549.
Kurata, H., & Nam, S. H. (2010), After-sales service competition in a supply chain: Optimization of customer satisfaction level or profit or both?, International Journal of Production Economics, 127(1), 136-146.
Landy, F. J., Vance, R. J., Barnes-Farrell, J. L., & Steele, J. W. (1980), Statistical control of halo error in performance ratings, Journal of applied psychology, 65(5), 501.
Lele, M. M., & Karmarkar, U. S. (1983), Good product support is smart marketing, Harvard Business Review, 61(6), 124-132.
Leuthesser, L., Kohli, C. S., & Harich, K. R. (1995), Brand equity: the halo effect measure,
European journal of marketing, 29(4), 57-66.
Loomba, A. P. (1998), Product distribution and service support strategy linkages: An empirical validation, International Journal of Physical Distribution & Logistics Management, 28(2), 143-161.
Ma, Z., & Dubé, L. (2011), Process and outcome interdependency in frontline service encounters, Journal of Marketing, 75(3), 83-98.
Miller, A. G. (1970), Role of physical attractiveness in impression formation, Psychonomic Science, 19(4), 241-243.
Mouly Potluri, R., & Hawariat, H. W. (2010), Assessment of after-sales service behaviors of Ethiopia Telecom customers, African Journal of Economic and Management Studies, 1(1), 75-90.
Murali, S., Pugazhendhi, S., & Muralidharan, C. (2016), Modelling and Investigating the relationship of after sales service quality with customer satisfaction, retention and loyalty-A case study of home appliances business, Journal of Retailing and Consumer Services, 30,67-83.
Murphy, K. R., & Jako, R. (1989), Under what conditions are observed intercorrelations greater or smaller than true intercorrelations?, Journal of Applied Psychology, 74(5), 827.
Murphy, K. R., Jako, R. A., & Anhalt, R. L. (1993), Nature and consequences of halo error: A critical analysis, Journal of Applied psychology, 78(2), 218.
Myers, J. H. (1965), Removing halo from job evaluation factor structure, Journal of Applied Psychology, 49(3), 217.
Nathan, B. R., & Lord, R. G. (1983), Cognitive categorization and dimensional schemata: A process approach to the study of halo in performance ratings, Journal of Applied Psychology, 68(1), 102.
Nisbett, R. E., & Wilson, T. D. (1977), The halo effect: evidence for unconscious alteration of judgments, Journal of personality and social psychology, 35(4), 250.
Oliver, R. L. (1980), A cognitive model of the antecedents and consequences of satisfaction
decisions, Journal of marketing research, 17(4), 460-469.
Pulakos, E. D., Schmitt, N., & Ostroff, C. (1986), A warning about the use of a standard deviation across dimensions within ratees to measure halo, Journal of Applied Psychology, 71(1), 29.
Pura, M. (2005), Linking perceived value and loyalty in location‐based mobile services,
Managing Service Quality, 509-538.
Rigopoulou, I. D., Chaniotakis, I. E., Lymperopoulos, C., & Siomkos, G. I. (2008), After-sales service quality as an antecedent of customer satisfaction: The case of electronic appliances,
Managing Service Quality, 18(5), 512-527.
Saal, F. E., Downey, R. G., & Lahey, M. A. (1980), Rating the ratings: Assessing the psychometric quality of rating data, Psychological bulletin, 88(2), 413.
Sigall, H., & Ostrove, N. (1975), Beautiful but dangerous: effects of offender attractiveness
and nature of the crime on juridic judgment, Journal of Personality and Social Psychology,
31(3), 410.
Strandvik, T., Holmlund, M., & Edvardsson, B. (2012), Customer needing: a challenge for the seller offering, Journal of Business & Industrial Marketing, 27(2), 132-141.
Svensson, G., & Grönroos, C. (2008), Service logic revisited: who creates value? And who co‐creates?, European business review.
Söderlund, M. (2002), Customer familiarity and its effects on satisfaction and behavioral intent-ions, Psychology & Marketing, 19(10), 861-879.
Telci, E. E., Maden, C., & Kantur, D. (2011), The theory of cognitive dissonance: A marketing
and management perspective, Procedia-Social and Behavioral Sciences, 24, 378-386.
Thorndike, E. L. (1920), A constant error in psychological ratings, Journal of applied
psychology, 4(1), 25-29.
Timothy Coombs, W., & Holladay, S. J. (2006), Unpacking the halo effect: Reputation and
crisis management, Journal of Communication Management, 10(2), 123-137.
Van Doorn, J. (2008). Is there a halo effect in satisfaction formation in business-to-business
services?. Journal of Service Research, 11(2), 124-141.
Vance, R. J., Winne, P. S., & Wright, E. S. (1983), A longitudinal examination of rater and ratee effects in performance ratings, Personnel Psychology, 36(3), 609-620.
Vandermerwe, S. (2003), Customer-minded growth through services, Managing Service Quality: An International Journal, 13(4), 262-266.
Vargo, S. L., & Lusch, R. F. (2004), Evolving to a New Dominant Logic for Marketing,
Journal of Marketing, 68, 1-17.
Vargo, S. L., & Lusch, R. F. (2008), Service-dominant logic: continuing the evolution,
Journal of the Academy of marketing Science, 36(1), 1-10.
Wirtz, J. (2000), An examination of the presence, magnitude and impact of halo on consumer satisfaction measures, Journal of Retailing and Consumer Services, 7(2), 89-99.
Wirtz, J. (2001), Improving the measurement of customer satisfaction: a test of three methods
to reduce halo, Managing Service Quality: An International Journal, 11(2), 99-112.
Wirtz, J., & Bateson, J. E. (1995), An experimental investigation of halo effects in satisfaction measures of service attributes, International Journalof Service Industry Management, 6(3), 84-102.
Woodruff, R. B. (1997), Customer value: the next source for competitive advantage, Journal of the academy of marketing science, 25(2), 139.
Wu, B. T., & Petroshius, S. M. (1987), The halo effect in store image measurement, Journal
of the Academy of Marketing Science, 15(3), 44-51.
Zeithaml, V. A. (1988), Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence, Journal of marketing, 52(3), 2-22.		zh_TW
dc.identifier.doi (DOI) 10.6814/NCCU202000247en_US