تأثیر کیفیت خدمات الکترونیکی ادراک‌شده بر تمایل به استفاده از سیستم‌های خدمات الکترونیکی: نقش میانجی رضایت الکترونیکی، تصویر ذهنی برند و ریسک ادراکی

حبیبی، عیسی (1392)، سنجش کیفیت خدمات الکترونیک و رابطه آن با رضایت کاربران در شرکت­ سهامی بیمه ایران، پایان‌نامه کارشناسی ارشد، دانشگاه علامه طباطبایی، دانشکده مدیریت و حسابداری.

خیری، حسن (1393)، تأثیر تصویر ذهنی برند، شیفتگی برند و هیجان بر قصد خرید مصرف‌کننده، پایان‌نامه کارشناسی ارشد، دانشگاه علامه طباطبایی، دانشکده مدیریت و حسابداری.

رحیم نیا، فریبرز و فاطمی، سیده زهرا (1390)، ارائه مدلی مفهومی مبتنی بر کیفیت رابطه و تصویر برند، ششمین کنفرانس بین‌المللی برند.

صنایعی، علی و زارع پور، فهیمه (1393)، ارزیابی تأثیر کیفیت ادراک‌شده از خدمات بانکداری سنتی بر پذیرش بانکداری الکترونیک توسط مشتریان، پژوهشنامه مدیریت بازاریابی، سال اول، شماره دوم.

قاسمی، وحید (۱۳92)، "مدل‌سازی معادلات ساختاری در پژوهش‌های اجتماعی با کاربرد Amos Graphics"، تهران، انتشارات جامعه‌شناسانی.

کلر، کوین لین (1389)، مدیریت استراتژیک برند، ترجمه عطیه بطحایی، تهران.

مؤمنی، منصور و علی فعال قیومی (۱۳۹4)، "تحلیل‌های آماری با استفاده از SPSS."، تهران، انتشارات مؤلف.

Agha, A. M. Q. (2017). E-Service Quality Factors Impacting Customers Purchase Retention in E-Retailing in Malaysia. In The 1 st International Conference on Information Technology (ICoIT'17) (p. 266).

Akinci,S.,Atilgan-Inan, E.,& Aksoy, S.(2010).Re-assessment of e-S-Qual and e-ktRecS-Qual in a pure service setting. Journal of Bussiness Research,63,232-240.

Awad, N., & Soliman, S. S. (2017). Studying the Impact of Egyptian Hotels' Websites Marketing on Customers' E-Satisfaction. International Journal of Tourism and Hospitality Management in the Digital Age (IJTHMDA), 1(2), 53-63.

Balabanis G.,Reynold N.,and simintiras,A.(2006),Bases of e-store loyalty: perceived switching barriers and satisfaction, J. Bussiness Res59:22-214.

Bauer,R,A,(1960), Consumer Behavior as risk taking, in R.S,Hancock,Ed. Dynamic Marketing for a changing world. Proceedings of the 43rd conference of the American marketing association, pp.389-400.

Belanche Gracia,D,Casalo Arino,L.V.,& Guinaliu Blasco,M.(2015).the effect of culture in forming e-loyalty intentions: A cross-cultural analysis between argentina and spain,BRQ Business research quarterly,18(4),275-292.

Blom, A., Lange, F., & Hess Jr, R. L. (2017). Omnichannel-based promotions’ effects on purchase behavior and brand image. Journal of Retailing and Consumer Services, 39, 286-295.

Carlson,J.,& O’Cass,A.(2010).Exploring the relationship between e-service quality, satisfacation, attituds and behaviors in content-driven e-service web sites. Journal of services marketing,24(2),112-127.

Chang, H. H., & Chen, S. W. (2009). Consumer perception of interface quality, security, and loyalty in electronic commerce. Information & Management, 46, 411e417.

Chen,Y.H& Barnes,S.(2007). Initial trust and online buyer behavior. Industrial management & data systems,107,17-36.

Chuang, S. H., & Lin, H. N. (2017). Performance implications of information-value offering in e-service systems: Examining the resource-base.

Dawling,G.R,& Staelin, R,(1994), A model of perceived risk and intended riskhanding activity, journal of consumer research,Vo.21,pp119-134.

Fassnacht, M., & Koese, I. (2006). Quality of electronic Services: conceptualizing and testing a hierarchical model. Journal of Service Research, 9, 19e37.

Hsu, C. Y., Huang, Y. W., & Chuang, S. H. (2017, July). Examining the Relationships Among Electronic Word of Mouth, Perceived Value and Risk, and Consumer Purchase Intention. In International Conference on Innovative Mobile and Internet Services in Ubiquitous Computing (pp. 795-801).

Hwang, Y., Kim, D.J., 2007. Customer self-service systems: The effects of perceived web quality with service contents on enjoyment, anxiety, and e-trust. Decis. Support Syst. 43, 746–760.

Kao.Daniel & Lin.Winston. (2016), “The relationship between perceived e-service quality and brand equity: A simultaneous equations system approach'.Computers in Human Behavior 57 (2016) 208-218.

Keller,K.L.(2008). Strategic brand management: building, measuring and managing brand equity. 2nd ed. Prentice- Hall,Upper saddle River,NJ,pp.167-191.

Klaus, P., & Maklan, S. (2012). EXQ: a multiple-item scale for assessing service experience. Journal of Service Management, 23, 5e33.

Lee,J;Kim,H,J;Ahn,M,J.(2011). The willingness of e-government service adoption by business users: the role of offline service quality and trust in technology. Journal of government information quarterly,28(2),222-230.

Lee,M.Y.,et al.(2008)."Brand analysis of a US global brand in comparison with domwstic brand in mexico, korea,and japan." Journal of product & brand management 17(3):163-174.

Lin, Y. L. (2010). The relationship of consumer personality trait, brand personality and brand loyalty: An empirical study of toys and video games buyers”, journal of product and Brand Management, 19(1), pp.4-17.

Pereira, H. G., de Fátima Salgueiro, M., & Rita, P. (2017). Online determinants of e-customer satisfaction: application to website purchases in tourism. Service Business, 11(2), 375-403.

Rafael Castilho (2015).consumer behavior and factors that affect satisfaction and risk perception of purchases of own brand food product’, Revistade administracao e Inovacao, Sao Paulo, v.12,n.1,pp.351-370.

Rostami,A.,et al.(2016)."the impact of E-service quality on the improvement of the level of communication with customers of bank melli branches in south Tehran affairs office." Procedial economics and finance 36:448-455.

Rouibah.Kamel & Lowry.Benjamin.(2016). The effects of perceived enjoyment and perceived risks on trust formation and intentions to use online payment systems. Electronic Commerce Research and Applications 19 (2016) 33–43

Sabiote Ortiz, Carmen M., Dolores M. Frías-Jamilena, and J. Alberto Castañeda García. (2017). "Overall perceived value of a tourism service: Analysing the spillover effect between electronic channel and consumption of the hotel service." Tourism and Hospitality Research 17.2:P217-227.

Santos,J.(2003)."E-service quality:a model of virtual service quality dimensions." Managing service quality: an international journal 13(3):233-246.

Schaupp, P.L.C., Carter, L., 2010. The impact of trust, risk, and optimism bias on e-file adoption. Inf. Syst. Front. 12, 299–309.

Song.H, Sparks. B,Wilkins. H, Jin. X.(2017). E-service Quality Management of a Hotel Website: A Scale and Implications for Management. Journal of Hospitality Marketing & Management. P 694-716.

Su.Lujun & Swanson. R.(2016). The effects of perceived service quality on repurchase intentions and subjective well-being. Tourism Management 52 (2016) 82-95.

Sweeny,J.C., Soutar, G.N.and Johnson, L.W.(1999), “The role of perceived risk in the quality-value relationship: a study in a retail environment “, journal of Retailing,vol.75,No.1,pp77-105.

Taylor, Shirley and peter A.Todd.(1995).Understanding information technology User: A Test of competing models, information systems research, 6(june):144-176.

Tseng, A. (2017). Why do online tourists need sellers' ratings? Exploration of the factors affecting regretful tourist e-satisfaction. Tourism Management, 59, 413-424.

Walsh, G., Schaarschmidt, M & Ivens, S. (2017). Effects of customer-based corporate reputation on perceived risk and relational outcomes: empirical evidence from gender moderation in fashion retailing. Journal of Product & Brand Management, 26(3), 227-238.

Yang,S,Lu,Y,Zhao,L,Gupta,S.(2013).Why do consumers adopt online channel?An empirical investigation of two channel extension mechanisms,Journal Decision Support Systems,54(2),858-869.

Zeithaml, and Bitnet.(2004),services marketing,USA: tata McGra-Hill publishing company,3rd Ed:89-99.

Zinkhan,G.D.,Haytko,D& Ward,A.(1996).Self-concept theory. Journal of marketing communication.2(1),pp,1-19.