Luận án Nghiên cứu sự cảm nhận về lợi ích tinh thần, giá trị cảm nhận tiêu khiển, và lòng tin trực tuyến ảnh hưởng đến lòng trung thành trực tuyến: Xét trong mức độ lo âu của khách hàng

sonal information with third-party advertisers and data brokers? Journal of Retailing and Consumer Services, 28(296-303. Jansen, B. J. & Schuster, S. 2011. Bidding on the buying funnel for sponsored search and keyword advertising. Journal of Electronic Commerce Research, 12(1), 1. Jarvenpaa, S. L. & Todd, P. A. 1996. Consumer reactions to electronic shopping on the World Wide Web. International journal of electronic commerce, 1(2), 59-88. Jarvenpaa, S. L. & Todd, P. A. 1997. Is there a future for retailing on the Internet. Electronic marketing and the consumer, 1(12), 139-154. Jarvenpaa, S. L., Tractinsky, N. & Saarinen, L. 1999. Consumer trust in an Internet store: A cross-cultural validation. Journal of Computer-Mediated Communication, 5(2), JCMC526. Jarvenpaa, S. L., Tractinsky, N. & Vitale, M. 2000. Consumer trust in an Internet store. Information technology and management, 1(1-2), 45-71. Jayawardhena, C. & Tiu Wright, L. 2009. An empirical investigation into e-shopping excitement: antecedents and effects. European Journal of Marketing, 43(9/10), 1171-1187. Joiner, R., Gavin, J., Brosnan, M., Cromby, J., Gregory, H., Guiller, J., Maras, P. & Moon, A. 2013. Comparing first and second generation digital natives' Internet use, Internet anxiety, and Internet identification. Cyberpsychology, Behavior, and Social Networking, 16(7), 549-552. Jones, M. A., Reynolds, K. E. & Arnold, M. J. 2006. Hedonic and utilitarian shopping value: Investigating differential effects on retail outcomes. Journal of business research, 59(9), 974-981. Joreskog, K. G. 1982. The ML and PLS techniques for modeling with latent variables: historical and comparative aspects. Systems under indirect observation, part I, 263-270. Jöreskog, K. G. 1971. Statistical analysis of sets of congeneric tests. Psychometrika, 36(2), 109-133. Ju Rebecca Yen, H. & Gwinner, K. P. 2003. Internet retail customer loyalty: the mediating role of relational benefits. International Journal of Service Industry Management, 14(5), 483-500. Kahn, R. E. & Cerf, V. G. 1999. What is the Internet (and what makes it work)? . Open Architecture, 17. Kamboj, S. & Rahman, Z. 2017. Measuring customer social participation in online travel communities: Scale development and validation. Journal of Hospitality and Tourism Technology, 8(3), 432-464. Kamis, A. & Frank, J. 2012. The Impact of Social Shopping and Customization Support on Students' Intentions to Purchase Online Travel. Journal of Travel and Tourism Research (Online), 12(2), 1. Kang, J., Tang, L. & Fiore, A. M. 2014. Enhancing consumer–brand relationships on restaurant Facebook fan pages: Maximizing consumer benefits and increasing active participation. International Journal of Hospitality Management, 36(145- 155. Kang, Y. S. & Lee, H. Exploring the role of computer self-efficacy and computer anxiety in the formation of e-satisfaction. Proceedings of KMIS, Fall, 2006, 2006. The Korea Society of Management Information Systems. 189 Kassarjian, H. H. 1977. Content analysis in consumer research. Journal of consumer research, 4(1), 8-18. Kawaf, F. & Tagg, S. 2012. Online shopping environments in fashion shopping: An SOR based review. The Marketing Review, 12(2), 161-180. Keller, K. L. 1993. Conceptualizing, measuring, and managing customer-based brand equity. the Journal of Marketing, 1-22. Keller, K. L. & Lehmann, D. R. 2006. Brands and branding: Research findings and future priorities. Marketing science, 25(6), 740-759. Khánh, T. 2017. Marketing 4.0: “Vẽ” chân dung khách hàng bằng data. Khoa, B. T. 2015. Nghiên cứu các nhân tố tác động đến lòng trung thành của khách hàng mua hàng theo nhóm trên Internet. Tạp chí Khoa học - Công nghệ, 20(3), 99-111. Kim, J. & Forsythe, S. 2008. Adoption of virtual try-on technology for online apparel shopping. Journal of Interactive Marketing, 22(2), 45-59. Kim, J., Jin, B. & Swinney, J. L. 2009. The role of etail quality, e-satisfaction and e- trust in online loyalty development process. Journal of retailing and Consumer services, 16(4), 239-247. Kim, S. & Eastin, M. S. 2011. Hedonic tendencies and the online consumer: an investigation of the online shopping process. Journal of Internet Commerce, 10(1), 68-90. Kim, Y. & Peterson, R. A. 2017. A Meta-analysis of Online Trust Relationships in E- commerce. Journal of Interactive Marketing, 38(44-54. Ko, H., Jung, J., Kim, J. & Shim, S. W. 2004. Cross-cultural differences in perceived risk of online shopping. Journal of Interactive Advertising, 4(2), 20-29. Kolb, D. A. 2014. Experiential learning: Experience as the source of learning and development, FT press. Koo, D.-M. & Ju, S.-H. 2010. The interactional effects of atmospherics and perceptual curiosity on emotions and online shopping intention. Computers in Human Behavior, 26(3), 377-388. Korgaonkar, P. & Wolin, L. D. 2002. Web usage, advertising, and shopping: relationship patterns. Internet Research, 12(2), 191-204. Kotler, P. & Armstrong, G. 2010. Principles of marketing, pearson education. Kotler, P., Keller, K. L., Goodman, M., Brady, M. & Hansen, T. 2019. Marketing management, Harlow, Pearson Education Limited. Koufaris, M. 2002. Applying the technology acceptance model and flow theory to online consumer behavior. Information systems research, 13(2), 205-223. Koufaris, M. & Hampton-Sosa, W. 2004. The development of initial trust in an online company by new customers. Information & management, 41(3), 377-397. Kronrod, A. & Danziger, S. 2013. “Wii will rock you!” The use and effect of figurative language in consumer reviews of hedonic and utilitarian consumption. Journal of Consumer Research, 40(4), 726-739. Krug, S. E., Scheier, I. H. & Cattell, R. B. 1976. Handbook for the IPAT anxiety scale, Institute for Personality and Ability Testing. Ku, E. C. 2011. Recommendations from a virtual community as a catalytic agent of travel decisions. Internet Research, 21(3), 282-303. Kuo, Y.-F. & Feng, L.-H. 2013. Relationships among community interaction characteristics, perceived benefits, community commitment, and oppositional 190 brand loyalty in online brand communities. International Journal of Information Management, 33(6), 948-962. Kuttner, R. J. B. W. 1998. The net: a market too perfect for profits. 3577(11). Langer, E. J. & Saegert, S. 1977. Crowding and cognitive control. Journal of Personality and Social Psychology, 35(3), 175. Laudon, K. C. & Traver, C. G. 2013. E-commerce, Pearson. Leão, A. L. M. & Mello, S. C. 2007. The means-end approach to understanding customer values of a on-line newspaper. BAR-Brazilian Administration Review, 4(1), 1-20. Lee, C.-H. & Wu, J. J. 2017. Consumer online flow experience: The relationship between utilitarian and hedonic value, satisfaction and unplanned purchase. Industrial Management & Data Systems, 117(10), 2452-2467. Lee, H., Choi, S. Y. & Kang, Y. S. 2009. Formation of e-satisfaction and repurchase intention: Moderating roles of computer self-efficacy and computer anxiety. Expert Systems with Applications, 36(4), 7848-7859. Leenheer, J., Van Heerde, H. J., Bijmolt, T. H. & Smidts, A. 2007. Do loyalty programs really enhance behavioral loyalty? An empirical analysis accounting for self- selecting members. International Journal of Research in Marketing, 24(1), 31-47. Lefcourt, H. M. 1966. Internal versus external control of reinforcement: A review. Psychological bulletin, 65(4), 206. Lemon, K. N., Rust, R. T. & Zeithaml, V. A. 2001. What drives customer equity. Marketing management, 10(1), 20. Lewis, J. D. & Weigert, A. 1985. Trust as a social reality. Social forces, 63(4), 967-985. Li, M.-L. & Green, R. D. 2011. A mediating influence on customer loyalty: The role of perceived value. Journal of Management and Marketing research, 7(1. Liang, C.-J., Chen, H.-J. & Wang, W.-H. 2008. Does online relationship marketing enhance customer retention and cross-buying? The service industries journal, 28(6), 769-787. Liebermann, Y. 1999. Membership clubs as a tool for enhancing buyers' patronage. Journal of Business Research, 45(3), 291-297. Liebermann, Y. & Stashevsky, S. 2002. Perceived risks as barriers to Internet and e- commerce usage. Qualitative Market Research: An International Journal, 5(4), 291-300. Likert, R. 1932. A technique for the measurement of attitudes. Archives of psychology. Lin, C.-P., Chiu, C.-K., Liu, C.-M., Chen, K.-J. & Hsiao, C.-Y. 2018. Modeling e- loyalty: a moderated-mediation model. The Service Industries Journal, 38(15-16), 1160-1178. Lin, H. H. & Wang, Y. S. 2006. An examination of the determinants of customer loyalty in mobile commerce contexts. Information & management, 43(3), 271-282. Lin, X., Li, Y. & Wang, X. 2017. Social commerce research: Definition, research themes and the trends. International Journal of Information Management, 37(3), 190-201. Liu, Y., Li, H. & Hu, F. 2013. Website attributes in urging online impulse purchase: An empirical investigation on consumer perceptions. Decision Support Systems, 55(3), 829-837. Liu, Y. & Tang, X. 2018. The effects of online trust-building mechanisms on trust and repurchase intentions: An empirical study on eBay. Information Technology & People, 31(3), 666-687. 191 Lomax, R. G. & Schumacker, R. E. 2004. A beginner's guide to structural equation modeling, psychology press. López-Miguens, M. J. & Vázquez, E. G. 2017. An integral model of e-loyalty from the consumer's perspective. Computers in Human Behavior, 72(397-411. López, I. & Ruiz, S. 2011. Explaining website effectiveness: The hedonic–utilitarian dual mediation hypothesis. Electronic Commerce Research and Applications, 10(1), 49-58. Loureiro, S. M. C. 2013. The effect of perceived benefits, trust, quality, brand awareness/associations and brand loyalty on internet banking brand equity. International Journal of Electronic Commerce Studies, 2), 139-158. Luarn, P. & Lin, H.-H. 2003. A customer loyalty model for e-service context. J. Electron. Commerce Res., 4(4), 156-167. Macinnis, D. J. & Price, L. L. 1987. The role of imagery in information processing: Review and extensions. Journal of consumer research, 13(4), 473-491. Mackenzie, S. B. 2003. The dangers of poor construct conceptualization. Journal of the Academy of Marketing Science, 31(3), 323-326. Mahnke, R., Benlian, A. & Hess, T. 2015. A grounded theory of online shopping flow. International Journal of Electronic Commerce, 19(3), 54-89. Malhotra, N. K., Mukhopadhyay, S., Liu, X. & Dash, S. 2012. One, few or many?: An integrated framework for identifying the items in measurement scales. International Journal of Market Research, 54(6), 835-862. Martin, L. L. & Tesser, A. 1996a. Clarifying our thoughts. Ruminative thought: Advances in social cognition, 9(189-209. Martin, L. L. & Tesser, A. 1996b. Some ruminative thoughts. Advances in social cognition, 9(1-47. Martínez-López, F. J., Pla-García, C., Gázquez-Abad, J. C. & Rodríguez-Ardura, I. 2016. Hedonic motivations in online consumption behaviour. International Journal of Business Environment, 8(2), 121-151. Maslow, A. H. 1943. A theory of human motivation. Psychological review, 50(4), 370- 396. Mathieson, K. 1991. Predicting user intentions: comparing the technology acceptance model with the theory of planned behavior. Information systems research, 2(3), 173-191. Matook, S. 2013. Conceptualizing means-end chains of user goals as networks. Information & Management, 50(1), 24-32. Mayer, R. C., Davis, J. H. & Schoorman, F. D. 1995. An integrative model of organizational trust. Academy of management review, 20(3), 709-734. Mciver, J. & Carmines, E. G. 1981. Unidimensional scaling, London, Sage Publication. Mckinney, L. N. 2004. Creating a satisfying internet shopping experience via atmospheric variables. International Journal of Consumer Studies, 28(3), 268-283. Mcknight, D. H. & Chervany, N. L. 2001. Trust and distrust definitions: One bite at a time. Trust in Cyber-societies. Springer. Mcknight, D. H., Choudhury, V. & Kacmar, C. 2002. The impact of initial consumer trust on intentions to transact with a web site: a trust building model. The journal of strategic information systems, 11(3-4), 297-323. Mcmullan, R. 2005. A multiple-item scale for measuring customer loyalty development. Journal of Services Marketing, 19(7), 470-481. 192 Mehrabian, A. & Russell, J. A. 1974. An approach to environmental psychology, the MIT Press. Mentalhealth. 2018. Friendship and mental health [Trực tuyến]. Truy cập tại: https://www.mentalhealth.org.uk/a-to-z/f/friendship-and-mental-health [April 12/2019]. Meuter, M. L., Ostrom, A. L., Bitner, M. J. & Roundtree, R. 2003. The influence of technology anxiety on consumer use and experiences with self-service technologies. Journal of Business Research, 56(11), 899-906. Mimouni-Chaabane, A. & Volle, P. 2010. Perceived benefits of loyalty programs: Scale development and implications for relational strategies. Journal of Business Research, 63(1), 32-37. Mitchell, V.-W. 1999. Consumer perceived risk: conceptualisations and models. European Journal of marketing, 33(1/2), 163-195. Montaner, T. & Pina, J.-M. 2008. The effect of promotion type and benefit congruency on brand image. Journal of Applied Business Research (JABR), 24(3). Moor, J. H. 1991. The ethics of privacy protection. Moor, J. H. 1997. Towards a theory of privacy in the information age. ACM SIGCAS Computers and Society, 27(3), 27-32. Morgan, D. L. 1997. The focus group guidebook, Sage publications. Morgan, R. M. & Hunt, S. D. 1994. The commitment-trust theory of relationship marketing. The journal of marketing, 58(3), 20-38. Mosunmola, A., Adegbuyi, O., Kehinde, O., Agboola, M. & Olokundun, M. 2019. Percieved value dimensions on online shopping intention: the role of trust and culture. Academy of Strategic Management Journal, 18(1), 1-20. Mulvey, M. S., Olson, J. C., Celsi, R. L. & Walker, B. A. 1994. Exploring the relationships between means-end knowledge and involvement. ACR North American Advances. Mummalaneni, V. 2005. An empirical investigation of web site characteristics, consumer emotional states and on-line shopping behaviors. Journal of Business Research, 58(4), 526-532. Muniz, A. M. & O'guinn, T. C. 2001. Brand community. Journal of consumer research, 27(4), 412-432. Nagar, K. 2016. Drivers of E-store patronage intentions: Choice overload, internet shopping anxiety, and impulse purchase tendency. Journal of Internet Commerce, 15(2), 97-124. Neuman, L. W. 2002. Social research methods: Qualitative and quantitative approaches. Neuman, W. L. 2013. Social research methods: Qualitative and quantitative approaches, Harlow, United Kingdom, Pearson education. Ngọc, T. N. 2018. Đánh giá hiệu quả điều trị rối loạn lo âu lan tỏa bằng liệu pháp thư giãn luyện tập. Tiến sĩ, Trường đại học Y Hà Nội. Nguyễn Đình Thọ 2011. Phương pháp nghiên cứu khoa học trong kinh doanh: Thiết kế và thực hiện. NXB Lao động-Xã hội, TP. HCM. Nguyen, H., Nguyen, H., Nguyen, N. & Phan, A. 2018. Determinants of Customer Satisfaction and Loyalty in Vietnamese Life-Insurance Setting. Sustainability, 10(4), 1151. Nguyễn Khánh Duy 2009. Bài giảng Thực hành mô hình cấu trúc tuyến tính (SEM) với phần mềm AMOS. Trường Đại học Kinh tế TPHCM. 193 Nielsen. 2014. Đánh giá tổng quát tình hình kinh doanh trực tuyến tại Việt Nam [Trực tuyến]. Truy cập tại: quat-tinh-hinh-kinh-doanh-truc-tuyen-tai-viet-nam.html [tháng 03/2015]. Niemiec, C. P. & Ryan, R. M. 2009. Autonomy, competence, and relatedness in the classroom: Applying self-determination theory to educational practice. School Field, 7(2), 133-144. Nolen-Hoeksema, S. 1991. Responses to depression and their effects on the duration of depressive episodes. Journal of abnormal psychology, 100(4), 569. Nunnally, J. C. 1959. Introduction to Psychological Measurement, New York, McGraw- Hill. Nunnally, J. C. 1978. An overview of psychological measurement. Clinical diagnosis of mental disorders. Springer. Öberseder, M., Schlegelmilch, B. B., Murphy, P. E. & Gruber, V. 2014. Consumers’ perceptions of corporate social responsibility: scale development and validation. Journal of Business Ethics, 124(1), 101-115. Oh, H. & Parks, S. C. 1996. Customer satisfaction and service quality: a critical review of the literature and research implications for the hospitality industry. Hospitality Research Journal, 20(3), 35-64. Oliver, R. L. 1997. Loyalty and profit: Long-term effects of satisfaction. Oliver, R. L. 1999. Whence consumer loyalty? Journal of Marketing, 64(4), 33-44. Oliver, R. L. 2014. Satisfaction: A Behavioral Perspective on the Consumer, Routledge. Olson, J. R. & Boyer, K. K. 2005. Internet ticketing in a not-for-profit, service organization: building customer loyalty. International Journal of Operations & Production Management, 25(1), 74-92. Onlymyhealth.Com. 2017. Can shopping help relieve stress? Here's the answer! [Trực tuyến]. Truy cập tại: https://www.onlymyhealth.com/can-shopping-help-relieve- stress-heres-answer-1300184407 [May, 12/2019]. Otto, A. S., Szymanski, D. M. & Varadarajan, R. 2019. Customer satisfaction and firm performance: insights from over a quarter century of empirical research. Journal of the Academy of Marketing Science, 1-22. Overby, J. W. & Lee, E.-J. 2006. The effects of utilitarian and hedonic online shopping value on consumer preference and intentions. Journal of Business research, 59(10- 11), 1160-1166. Oxford, O. E. 2010. Oxford English Dictionary, Oxford: Oxford University Press. Palmatier, R. W., Dant, R. P., Grewal, D. & Evans, K. R. 2006. Factors influencing the effectiveness of relationship marketing: a meta-analysis. Journal of marketing, 70(4), 136-153. Pan, X., Ratchford, B. T. & Shankar, V. 2002. Can price dispersion in online markets be explained by differences in e-tailer service quality? Journal of the Academy of Marketing science, 30(4), 433-445. Pan, Y., Sheng, S. & Xie, F. T. 2012. Antecedents of customer loyalty: An empirical synthesis and reexamination. Journal of Retailing and Consumer Services, 19(1), 150-158. Pappas, I. O. 2018. User experience in personalized online shopping: a fuzzy-set analysis. European Journal of Marketing, 52(7/8), 1679-1703. 194 Pappas, I. O., Kourouthanassis, P. E., Giannakos, M. N. & Chrissikopoulos, V. 2016. Explaining online shopping behavior with fsQCA: The role of cognitive and affective perceptions. Journal of Business Research, 69(2), 794-803. Pappas, I. O., Kourouthanassis, P. E., Giannakos, M. N. & Chrissikopoulos, V. 2017. Sense and sensibility in personalized e‐commerce: How emotions rebalance the purchase intentions of persuaded customers. Psychology & Marketing, 34(10), 972-986. Parasuraman, A., Berry, L. L. & Zeithaml, V. A. 1991. Understanding customer expectations of service. MIT Sloan Management Review, 32(3), 39. Park, C. & Kim, Y. 2008. The effect of information satisfaction and relational benefit on consumer’s online shopping site commitment. Web Technologies for Commerce and Services Online, 1(149. Park, J., Amendah, E., Lee, Y. & Hyun, H. 2019. M‐payment service: Interplay of perceived risk, benefit, and trust in service adoption. Human Factors and Ergonomics in Manufacturing & Service Industries, 29(1), 31-43. Paulhus, D. 1983. Sphere-specific measures of perceived control. Journal of Personality and Social Psychology, 44(6), 1253. Pearlin, L. I. & Schooler, C. 1978. The structure of coping. Journal of health and social behavior, 2-21. Pebrianti, W. 2016. Web attractiveness, hedonic shopping value and online buying decision. Pertanika International Journal of Economic and Management (IJEM), 10(123-134. Pee, L. G., Jiang, J. & Klein, G. 2018. E-store loyalty: Longitudinal comparison of website usefulness and satisfaction. International Journal of Market Research, 1470785317752045. s perception of ׳s return policy, consumer ׳Pei, Z., Paswan, A. & Yan, R. 2014. E-tailer return policy fairness and purchase intention. Journal of Retailing and Consumer Services, 21(3), 249-257. Pentina, I., Gammoh, B. S., Zhang, L. & Mallin, M. 2013. Drivers and outcomes of brand relationship quality in the context of online social networks. International Journal of Electronic Commerce, 17(3), 63-86. Peppers, D. & Rogers, M. 1997. The One to One Future: Building Relationships One Customer at a Time (Будущее персонализации: построение взаимоотношений с одним клиентом). Percy, L. & Rossiter, J. R. 1997. Advertising communications and promotion management, McGraw-Hill. Perea Y Monsuwé, T., Dellaert, B. G. & De Ruyter, K. 2004. What drives consumers to shop online? A literature review. International journal of service industry management, 15(1), 102-121. Pervin, L. A. 1963. The need to predict and control under conditions of threat. Journal of Personality, 31(4), 570-587. Petrick, J. F. 2002. Development of a multi-dimensional scale for measuring the perceived value of a service. Journal of leisure research, 34(2), 119-134. Pham, Q., Tran, X., Misra, S., Maskeliūnas, R. & Damaševičius, R. 2018. Relationship between convenience, perceived value, and repurchase intention in online shopping in Vietnam. Sustainability, 10(1), 156. 195 Piaget, J., Elkind, D. & Tenzer, A. 1967. Six psychological studies, Random House New York. Piaget, J. & Inhelder, B. 1967. The Child's Conception of Space. See especially “Systems of Reference and Horizontal-Vertical Coordinates. New York: WW Norton &Co. Piller, F. 1999. ‘Handelsnetwerke für Mass Customization. absatzwirtschaft. Pine, B. J., Peppers, D. & Rogers, M. 1995. Do you want to keep your customers forever?, Harvard Business Press. Powell, A. L. 2013. Computer anxiety: Comparison of research from the 1990s and 2000s. Computers in Human Behavior, 29(6), 2337-2381. Prahalad, C. K. & Ramaswamy, V. 2000. Co-opting customer competence. Harvard business review, 78(1), 79-90. Presno, C. 1998. Taking the byte out of Internet anxiety: instructional techniques that reduce computer/Internet anxiety in the classroom. Journal of educational computing research, 18(2), 147-161. Pritchard, M. P., Havitz, M. E. & Howard, D. R. 1999. Analyzing the commitment- loyalty link in service contexts. Journal of the academy of marketing science, 27(3), 333-348. Punch, K. F. 2013. Introduction to social research: Quantitative and qualitative approaches, sage. Purani, K., Kumar, D. S. & Sahadev, S. 2019. e-Loyalty among millennials: Personal characteristics and social influences. Journal of Retailing and Consumer Services, 48(215-223. Rabiee, F. 2004. Focus-group interview and data analysis. Proceedings of the nutrition society, 63(04), 655-660. Rafiq, M., Fulford, H. & Lu, X. J. J. O. M. M. 2013. Building customer loyalty in online retailing: The role of relationship quality. 29(3-4), 494-517. Rahman, O., Wong, K. K.-K. & Yu, H. 2016. The effects of mall personality and fashion orientation on shopping value and mall patronage intension. Journal of Retailing and Consumer Services, 28(155-164. Rai, A. K. & Srivastava, M. 2014. Customer Loyalty: Concepts, Context and Character, McGraw-Hill Education. Rauyruen, P. & Miller, K. E. 2007. Relationship quality as a predictor of B2B customer loyalty. Journal of business research, 60(1), 21-31. Ravald, A. & Grönroos, C. 1996. The value concept and relationship marketing. European journal of marketing, 30(2), 19-30. Reichheld, F. F., Markey Jr, R. G. & Hopton, C. 2000. E-customer loyalty-applying the traditional rules of business for online success. European Business Journal, 12(4), 173. Reichheld, F. F. & Schefter, P. 2000. E-loyalty: your secret weapon on the web. Harvard business review, 78(4), 105-113. Reichheld, F. F. & Teal, T. 1996. The loyalty effect: The hidden force behind growth. Profits, and Lasting Value, Harvard Business School Press, Boston, MA. Reimer, A. & Kuehn, R. 2005. The impact of servicescape on quality perception. European Journal of Marketing, 39(7/8), 785-808. Reinartz, W. & Kumar, V. 2002. The mismanagement of customer loyalty. Harvard business review, 80(7), 86-95. 196 Ribbink, D., Van Riel, A. C., Liljander, V. & Streukens, S. 2004. Comfort your online customer: quality, trust and loyalty on the internet. Managing Service Quality: An International Journal, 14(6), 446-456. Richard, J. E. & Zhang, A. 2012. Corporate image, loyalty, and commitment in the consumer travel industry. Journal of Marketing Management, 28(5-6), 568-593. Richard, M.-O. 2005. Modeling the impact of internet atmospherics on surfer behavior. Journal of business research, 58(12), 1632-1642. Riegelsberger, J., Sasse, M. A. & Mccarthy, J. D. 2005. The mechanics of trust: A framework for research and design. International Journal of Human-Computer Studies, 62(3), 381-422. Rintamäki, T., Kanto, A., Kuusela, H. & Spence, M. T. 2006. Decomposing the value of department store shopping into utilitarian, hedonic and social dimensions: Evidence from Finland. International Journal of Retail & Distribution Management, 34(1), 6-24. Risch, D. 2007. Nutzung von Kundenprofilen im E-Commerce. Dissertation, Universität Fribourg. Rokeach, M. 2008. Understanding human values, Simon and Schuster. Rook, D. W. 1987. The buying impulse. Journal of consumer research, 14(2), 189-199. Rowley, J. 2005. The four Cs of customer loyalty. Marketing intelligence & planning, 23(6), 574-581. Russell, G. & Bradley, G. 1997. Teachers' computer anxiety: Implications for professional development. Education and information Technologies, 2(1), 17-30. Russell, J. A. & Snodgrass, J. 1987. Emotion and the environment. Handbook of environmental psychology, 1(1), 245-81. Ryan, R. M. & Deci, E. L. 2000. Intrinsic and extrinsic motivations: Classic definitions and new directions. Contemporary educational psychology, 25(1), 54-67. Ryu, K., Han, H. & Jang, S. 2010. Relationships among hedonic and utilitarian values, satisfaction and behavioral intentions in the fast-casual restaurant industry. International Journal of Contemporary Hospitality Management, 22(3), 416-432. S. Davcik, N. 2014. The use and misuse of structural equation modeling in management research: A review and critique. Journal of Advances in Management Research, 11(1), 47-81. Sadeghi, A., Ghujali, T. & Bastam, H. 2019. The Effect of Organizational Reputation on E-loyalty: The Roles of E-trust and E-satisfaction. ASEAN Marketing Journal, 1-16. Saffer, D. 2010. Designing for interaction: creating innovative applications and devices, New Riders. Salegna, G. 2018. Classification model and e-loyalty implications for online services. International Journal of Quality and Service Sciences, 10(1), 72-83. Sánchez-Fernández, R. & Iniesta-Bonillo, M. Á. 2007. The concept of perceived value: a systematic review of the research. Marketing theory, 7(4), 427-451. Sanchez, J., Callarisa, L., Rodriguez, R. M. & Moliner, M. A. 2006. Perceived value of the purchase of a tourism product. Tourism management, 27(3), 394-409. Santouridis, I. & Trivellas, P. Investigating the mediation effect of satisfaction on the service quality and customer loyalty link: empirical evidence from Greek customers of internet shops. 2009 IEEE International Conference on Industrial Engineering and Engineering Management, 2009. IEEE, 2227-2231. 197 Sarkar, A. 2011. Impact of utilitarian and hedonic shopping values on individual's perceived benefits and risks in online shopping. International management review, 7(1), 58. Sarstedt, M., Henseler, J. & Christian, M. 2011a. Multi-Group Analysis in Partial Least Squares (PLS) Path Modeling: Alternative Methods and Empirical Results. Advances in International Marketing, 22(195-218. Sarstedt, M., Henseler, J. & Ringle, C. M. 2011b. Multigroup analysis in partial least squares (PLS) path modeling: Alternative methods and empirical results. Measurement and research methods in international marketing. Emerald Group Publishing Limited. Saunders, M., Lewis, P. & Thornhill, A. 2009. Research methods for business students. Essex. Financial Times/Prentice Hall. Scheinkman, J. A. 2008. Social interactions. In: DURLAUF, S. N. & BLUME, L. E. (eds.) The new palgrave dictionary of economics. 2 ed. New York: Palgrave Macmillan. Schiffman, L. G. & Kanuk, L. L. 2009. Consumer behavior. 9th Edition ed. New Jersey: Pearson Education. Schilling, J. 2006. On the pragmatics of qualitative assessment. European journal of psychological assessment, 22(1), 28-37. Schlosser, A. E., White, T. B. & Lloyd, S. M. 2006. Converting web site visitors into buyers: how web site investment increases consumer trusting beliefs and online purchase intentions. Journal of Marketing, 70(2), 133-148. Seligman, M. E. & Csikszentmihalyi, M. 2014. Positive psychology: An introduction. Flow and the foundations of positive psychology. Springer. Semeijn, J., Van Riel, A. C., Van Birgelen, M. J. & Streukens, S. 2005. E-services and offline fulfilment: how e-loyalty is created. Managing Service Quality: An International Journal, 15(2), 182-194. Senecal, S., Gharbi, J.-E. & Nantel, J. 2002. The influence of flow on hedonic and utilitarian shopping values. ACR North American Advances. Shafiee, M. M. & Bazargan, N. A. 2018. Behavioral customer loyalty in online shopping: the role of E-service quality and E-recovery. Journal of Theoretical and Applied Electronic Commerce Research, 13(1), 26-38. Shahid Iqbal, M., Ul Hassan, M. & Habibah, U. 2018. Impact of self-service technology (SST) service quality on customer loyalty and behavioral intention: The mediating role of customer satisfaction. Cogent Business & Management, 5(1), 1. Shang, R.-A., Chen, Y.-C. & Shen, L. 2005. Extrinsic versus intrinsic motivations for consumers to shop on-line. Information & Management, 42(3), 401-413. Shankar, V., Smith, A. K. & Rangaswamy, A. 2003. Customer satisfaction and loyalty in online and offline environments. International journal of research in marketing, 20(2), 153-175. Shen, S.-B., Gu, G.-Q. & Zhang, S.-Y. 2004. A conceptual model of service customization and its implementation. Journal of Computer Science and Technology, 19(2), 138-149. Sheth, J. N. 1981. An integrative theory of patronage preference and behavior, College of Commerce and Business Administration, Bureau of Economic and Business Research, University of Illinois, Urbana-Champaign. 198 Shimp, T. A. & Sharma, S. 1987. Consumer ethnocentrism: construction and validation of the CETSCALE. Journal of marketing research, 24(3), 280-289. Shiv, B. & Huber, J. 2000. The impact of anticipating satisfaction on consumer choice. Journal of Consumer Research, 27(2), 202-216. Siekpe, J. S. 2005. An examination of the multidimensionality of flow construct in a computer-mediated environment. Journal of Electronic Commerce Research, 6(1), 31. Silverman, D. 2016. Qualitative research, London, Sage. Sinha, P. & Singh, S. 2016. E-retailing in developing economy - A study on consumers'perceptions. Academy of Marketing Studies Journal, 20(3), 62. Sirdeshmukh, D., Singh, J. & Sabol, B. 2002. Consumer trust, value, and loyalty in relational exchanges. Journal of marketing, 66(1), 15-37. Sitorus, T. & Yustisia, M. 2018. The influence of service quality and customer trust toward customer loyalty: the role of customer satisfaction. International Journal for Quality Research, 12(3). Smith, B. & Caputi, P. 2001. Cognitive interference in computer anxiety. Behaviour & Information Technology, 20(4), 265-273. Smith, H. J., Dinev, T. & Xu, H. 2011. Information privacy research: an interdisciplinary review. MIS quarterly, 35(4), 989-1016. Snoj, B., Pisnik Korda, A. & Mumel, D. 2004. The relationships among perceived quality, perceived risk and perceived product value. Journal of Product & Brand Management, 13(3), 156-167. Söderlund, M. 2006. Measuring customer loyalty with multi-item scales: A case for caution. International Journal of Service Industry Management, 17(1), 76-98. Song, P., Zhang, C. & Zhang, P. 2013. Online information product design: The influence of product integration on brand extension. Decision Support Systems, 54(2), 826- 837. Srinivasan, R. & Moorman, C. 2005. Strategic firm commitments and rewards for customer relationship management in online retailing. Journal of Marketing, 69(4), 193-200. Srinivasan, S. S., Anderson, R. & Ponnavolu, K. 2002. Customer loyalty in e-commerce: an exploration of its antecedents and consequences. Journal of retailing, 78(1), 41- 50. Srivastava, M. & Rai, A. K. 2018. Mechanics of engendering customer loyalty: A conceptual framework. IIMB management review, 30(3), 207-218. Steenkamp, J.-B. E. & Van Trijp, H. C. 1991. The use of LISREL in validating marketing constructs. International Journal of Research in marketing, 8(4), 283- 299. Steiger, J. H. 1990. Structural model evaluation and modification: An interval estimation approach. Multivariate behavioral research, 25(2), 173-180. Stevens, S. S. 1951. Mathematics, measurement, and psychophysics. Stone, M. 1974. Cross‐validatory choice and assessment of statistical predictions. Journal of the Royal Statistical Society: Series B (Methodological), 36(2), 111- 133. Sweeney, J. & Soutar, G. 2001. Consumer perceived value: The development of a multiple item scale. Journal of retailing, 77(2), 203-220. 199 Sweeney, J. C., Soutar, G. N. & Johnson, L. W. 1999. The role of perceived risk in the quality-value relationship: a study in a retail environment. Journal of retailing, 75(1), 77-105. Sweeny, K. & Dooley, M. D. 2017. The surprising upsides of worry. Social and Personality Psychology Compass, 11(4). Szymanski, D. M. & Hise, R. T. 2000. E-satisfaction: an initial examination. Journal of retailing, 76(3), 309-322. Tabachnick, B. & Fidell, L. 2007. Multivariate analysis of variance and covariance. Using multivariate statistics, 3(402-407. Tarafdar, M. & Zhang, J. 2008. Determinants of reach and loyalty—A study of website performance and implications for website design. Journal of Computer Information Systems, 48(2), 16-24. Tavani, H. T. 2007. Philosophical theories of privacy: Implications for an adequate online privacy policy. Metaphilosophy, 38(1), 1-22. Tavani, H. T. & Moor, J. H. 2001. Privacy protection, control of information, and privacy-enhancing technologies. ACM SIGCAS Computers and Society, 31(1), 6- 11. Teixeira, T., Wedel, M. & Pieters, R. 2012. Emotion-induced engagement in internet video advertisements. Journal of marketing research, 49(2), 144-159. Teo, T. S. 2006. To buy or not to buy online: adopters and non-adopters of online shopping in Singapore. Behaviour & Information Technology, 25(6), 497-509. Teo, T. S. & Yu, Y. 2005. Online buying behavior: a transaction cost economics perspective. Omega, 33(5), 451-465. Terci, S. 2000. Reasons for brand awareness: an exploratory study. Master, UFPR. Thabane, L., Ma, J., Chu, R., Cheng, J., Ismaila, A., Rios, L. P., Robson, R., Thabane, M., Giangregorio, L. & Goldsmith, C. H. 2010. A tutorial on pilot studies: the what, why and how. BMC medical research methodology, 10(1), 1. Thắng, T. Đ. & Long, P. 2013. Mối quan hệ giữa chất lượng dịch vụ ngân hàng điện tử với sự thỏa mãn và lòng trung thành của khách hàng ở Việt Nam. Tạp chí Kinh tế & Phát triển, 195(1), 26-33. Thành Lợi. 2017. Đổi trả hàng hóa: Cuộc chiến mới trên mặt trận cũ [Trực tuyến]. Truy cập tại: moi-tren-mat-tran-cu. Thatcher, J. B., Loughry, M. L., Lim, J. & Mcknight, D. H. 2007. Internet anxiety: An empirical study of the effects of personality, beliefs, and social support. Information & Management, 44(4), 353-363. Thông, V. 2017. 60% người dùng mạng Việt Nam 'giải trí' bằng cách mua sắm [Trực tuyến]. Truy cập tại: https://kinhdoanh.vnexpress.net/tin-tuc/thuong-mai-dien- tu/60-nguoi-dung-mang-viet-nam-giai-tri-bang-cach-mua-sam-3632371.html. To, P.-L., Liao, C. & Lin, T.-H. 2007. Shopping motivations on Internet: A study based on utilitarian and hedonic value. Technovation, 27(12), 774-787. To, P.-L. & Sung, E.-P. 2015. Internet shopping: a study based on hedonic value and flow theory. World Academy of Science, Engineering and Technology, International Journal of Social, Behavioral, Educational, Economic, Business and Industrial Engineering, 9(7), 2221-2224. 200 Toufaily, E., Ricard, L. & Perrien, J. 2013. Customer loyalty to a commercial website: Descriptive meta-analysis of the empirical literature and proposal of an integrative model. Journal of Business Research, 66(9), 1436-1447. Tsao, J. C. & Sibley, S. D. 2004. Displacement and reinforcement effects of the Internet and other media as sources of advertising information. Journal of Advertising Research, 44(1), 126-142. Turban, E., Outland, J., King, D., Lee, J. K., Liang, T.-P. & Turban, D. C. 2017. Electronic Commerce 2018: A Managerial and Social Networks Perspective, Cham, Switzerland, Springer. Turner, J. C. 1988. Comments on Doise's individual and social identities in intergroup relations. European Journal of Social Psychology, 18(2), 113-116. Turner, J. R. & Gellman, M. 2013. Encyclopedia of Behavioral Medicine, New York, NY, Springer. Tynan, D. 2018. Personalization Is a Priority for Retailers, but Can Online Vendors Deliver? [Trực tuyến]. Truy cập tại: https://www.adweek.com/digital/personalization-is-a-priority-for-retailers- online-and-off-but-its-harder-than-it-looks-in-an-off-the-shelf-world/ [June 12/2019]. Valvi, A. C. & Fragkos, K. C. 2012. Critical review of the e-loyalty literature: a purchase-centred framework. Electronic Commerce Research, 12(3), 331-378. Valvi, A. C. & West, D. C. 2013. E-loyalty is not all about trust, price also matters: extending expectation-confirmation theory in bookselling websites. Journal of Electronic Commerce Research, 14(1), 99. Van Der Heijden, H. 2004. User acceptance of hedonic information systems. MIS quarterly, 695-704. Van Der Heijden, H., Verhagen, T. & Creemers, M. 2003. Understanding online purchase intentions: contributions from technology and trust perspectives. European journal of information systems, 12(1), 41-48. Vatanasombut, B., Igbaria, M., Stylianou, A. C. & Rodgers, W. 2008. Information systems continuance intention of web-based applications customers: The case of online banking. Information & Management, 45(7), 419-428. Vázquez, R., Del Rio, A. B. & Iglesias, V. 2002. Consumer-based brand equity: Development and validation of a measurement instrument. Journal of Marketing management, 18(1-2), 27-48. Venkatesh, V. & Davis, F. D. 2000. A theoretical extension of the technology acceptance model: Four longitudinal field studies. Management science, 46(2), 186-204. Verma, V., Sharma, D. & Sheth, J. 2016. Does relationship marketing matter in online retailing? A meta-analytic approach. Journal of the Academy of Marketing Science, 44(2), 206-217. Vijay, T. S., Prashar, S. & Sahay, V. 2019. The Influence of Online Shopping Values and Web Atmospheric Cues on E-Loyalty: Mediating Role of E-Satisfaction. Journal of theoretical and applied electronic commerce research, 14(1), 1-15. Vijayasarathy, L. R. 2004. Predicting consumer intentions to use on-line shopping: the case for an augmented technology acceptance model. Information & management, 41(6), 747-762. Vygostski, L. 1985. Pensée et langage. coll. Terrains. Paris: Messidor. 201 Wakefield, K. L. & Blodgett, J. G. 1996. The effect of the servicescape on customers’ behavioral intentions in leisure service settings. Journal of services marketing, 10(6), 45-61. Walker, B., Celsi, R. & Olson, J. 1987. Exploring the structural characteristics of consumers' knowledge. ACR North American Advances. Walker, B. A. & Olson, J. C. 1991. Means-end chains: Connecting products with self. Journal of business research, 22(2), 111-118. Wallace, D. W., Giese, J. L. & Johnson, J. L. 2004. Customer retailer loyalty in the context of multiple channel strategies. Journal of retailing, 80(4), 249-263. Wallston, K. A., Wallston, B. S., Smith, S. & Dobbins, C. J. 1987. Perceived control and health. Current Psychology, 6(1), 5-25. Wang, J.-C. & Chang, C.-H. 2013. How online social ties and product-related risks influence purchase intentions: A Facebook experiment. Electronic Commerce Research and Applications, 12(5), 337-346. Wang, Y. D. & Emurian, H. H. 2005. An overview of online trust: Concepts, elements, and implications. Computers in human behavior, 21(1), 105-125. Webster, J., Trevino, L. K. & Ryan, L. 1993. The dimensionality and correlates of flow in human-computer interactions. Computers in human behavior, 9(4), 411-426. Wertsch, J. V. 1986. Culture, communication, and cognition: Vygotskian perspectives, CUP Archive. Westaby, J. D., Woods, N. & Pfaff, D. L. 2016. Extending dynamic network theory to group and social interaction analysis: Uncovering key behavioral elements, cycles, and emergent states. Organizational Psychology Review, 6(1), 34-62. Westbrook, R. A. & Black, W. C. 1985. A motivation-based shopper typology. Journal of retailing. Westin, A. F. & Ruebhausen, O. M. 1967. Privacy and freedom, Atheneum New York. White, R. W. 1959. Motivation reconsidered: The concept of competence. Psychological review, 66(5), 297. Whitener, E. M., Brodt, S. E., Korsgaard, M. A. & Werner, J. M. 1998. Managers as initiators of trust: An exchange relationship framework for understanding managerial trustworthy behavior. Academy of management review, 23(3), 513- 530. Wilson, J. M., Straus, S. G. & Mcevily, B. 2006. All in due time: The development of trust in computer-mediated and face-to-face teams. Organizational behavior and human decision processes, 99(1), 16-33. Wiresa, A. 2017. Customer Satisfaction ≠ Customer Loyalty [Trực tuyến]. Truy cập tại: https://www.andrewiringa.com/customer-satisfaction-%E2%89%A0-customer- loyalty/. Wood, R. 2017. Consumer sexualities: women and sex shopping, London, Routledge. Wu, J. & Liu, D. 2007. The effects of trust and enjoyment on intention to play online games. Journal of electronic commerce research, 8(2), 128. Xu, H., Luo, X. R., Carroll, J. M. & Rosson, M. B. 2011. The personalization privacy paradox: An exploratory study of decision making process for location-aware marketing. Decision support systems, 51(1), 42-52. Yang, K. & Forney, J. C. 2013. The moderating role of consumer technology anxiety in mobile shopping adoption: differential effects of facilitating conditions and social influences. Journal of Electronic Commerce Research, 14(4), 334. 202 Yang, Z. & Peterson, R. T. 2004. Customer perceived value, satisfaction, and loyalty: The role of switching costs. Psychology & Marketing, 21(10), 799-822. Yao, C. W. & Lin, T. Y. 2014. Consumer behaviour with negative emotion in e–tailing service environment. International Journal of Information and Communication Technology, 7(1), 73-87. Yi, Y. J. & La, S. 2002. Brand personality-brand identification-brand equity model: An exploratory study on the difference between users vs. non-users. Korean Marketing Review, 17(3), 1-34. Yoo, B., Donthu, N. & Lee, S. 2000. An examination of selected marketing mix elements and brand equity. Journal of the academy of marketing science, 28(2), 195-211. Yoo, C. W., Sanders, G. L. & Moon, J. 2013. Exploring the effect of e-WOM participation on e-Loyalty in e-commerce. Decision Support Systems, 55(3), 669- 678. Yoo, W.-S., Lee, Y. & Park, J. 2010. The role of interactivity in e-tailing: Creating value and increasing satisfaction. Journal of retailing and consumer services, 17(2), 89- 96. Yoon, S. J. 2002. The antecedents and consequences of trust in online‐purchase decisions. Journal of interactive marketing, 16(2), 47-63. Yun, Z.-S. & Good, L. K. 2007. Developing customer loyalty from e-tail store image attributes. Managing Service Quality: An International Journal, 17(1), 4-22. Zanchett, R. & Paladini, E. P. 2019. Consumer loyalty programs: impact of different modalities. DYNA, 86(208), 206-212. Zeithaml, V., Bitner, M. & Gremler, D. 1996a. Services Marketing McGraw Hill. New York. Zeithaml, V. A. 1988. Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. The Journal of marketing, 2-22. Zeithaml, V. A., Berry, L. L. & Parasuraman, A. 1996b. The behavioral consequences of service quality. the Journal of Marketing, 60(2), 31-46. Zhang, Y. & Hiltz, S. R. 2003. Factors that influence online relationship development in a knowledge sharing community. AMCIS 2003 proceedings, 53. Zheng, X., Lee, M. & Cheung, C. M. 2017. Examining e-loyalty towards online shopping platforms: The role of coupon proneness and value consciousness. Internet Research, 27(3), 709-726. Zikmund, W. G. 2003. Sample designs and sampling procedures. Business research methods, 7(2), 368-400. Zipkin, P. 2001. The limits of mass customization. MIT Sloan management review, 42(3), 81. Zlate, M. 2009. Basics of Psychology, Bucharest, Polirom. Zohra, G. 2011. The role of the emotion felt towards a brand in the development of the behaviour of loyalty: An application in the sector of mobile phones in Tunisia. African Journal of Marketing Management, 3(8), 168-177. Zollars, J. 2018. Flow theory and engagement: Observing engagement through the lens of flow in a middle school integrated maker space. University of Pittsburgh. 203 DANH MỤC CÁC CÔNG TRÌNH NGHIÊN CỨU TRONG QUÁ TRÌNH THỰC HIỆN LUẬN ÁN I. DANH MỤC CÁC CÔNG TRÌNH NGHIÊN CỨU LIÊN QUAN ĐẾN LUẬN ÁN 1. Nguyen, H. M. & Khoa, B. T. 2019. Perceived Mental Benefit in Electronic Commerce: Development and Validation. Sustainability, 11(23), 6587-6608. 2. Nguyen, H. M. & Khoa, B. T. 2019. The Relationship between the Perceived Mental Benefits, Online Trust, and Personal Information Disclosure in Online Shopping. The Journal of Asian Finance, Economics and Business, 6(4), 261- 270. 3. Nguyen, H. M. & Khoa, B. T. 2019. Customer Electronic Loyalty towards Online Business: The role of Online Trust, Perceived Mental Benefits and Hedonic Value. The Journal of Distribution Science, 17(12), 81-93 4. Nguyen, M.H & Khoa, B.T. 2019. Lợi ích tinh thần cảm nhận khi mua hàng trực tuyến. Tạp chí Khoa học, 14 (1), 3 – 17 5. Nguyen, H.M., & Khoa, B.T. 2019. A study on the chain of cost - values –online trust: Applications in mobile commerce in Vietnam. Journal of Applied Economic Sciences, Volume XIV, Spring, 1(63): 269-280. 6. Khoa, B.T & Khánh, T. 2019. Nghiên cứu các yếu tố ảnh hưởng đến lòng tin trực tuyến của khách hàng Việt Nam: Trường hợp thương mại xã hội. Tap chí Công Thương, số 5 (4/2019), 198 – 204. 7. Khoa, B.T. 2015. Nghiên cứu các nhân tố tác động đến lòng trung thành của khách hàng mua theo nhóm trên Internet. Tạp chí Đại học Công nghiệp, 3(20), 99-111. 8. Khoa, B.T. 2015. Ảnh hưởng của mạng xã hội đến lòng trung thành của khách hàng: ứng dụng trường hợp của Facebook. Tạp chí đại học Công nghiệp, 1(18),86-97. 9. Khoa, B.T. 2018. Ảnh hưởng của rủi ro cảm nhận đến ý định mua hàng trực tuyến của khách hàng tại thành phố Hồ Chí Minh. Tạp chí Khoa học và công nghệ, 34(04), 87 – 97. II. DANH MỤC CÁC CÔNG TRÌNH KHÁC: 1. Khoa, B.T. & Nguyen, V.T.T (2016). A study about financial stress affect to the absenteeism at work of textile employee in Ho Chi Minh City in integrating into TPP. Vietnam Trade and Industry Review, 8, 148-158 2. Khoa, B.T. (2020). The Antecedents of Relationship Marketing and Customer Loyalty: A Case of the Designed Fashion Product. The Journal of Asian Finance, Economics and Business, 7(2), 195-204. 3. Khoa, B.T., Nguyen, T.D., & Nguyen, V.T.T. (2020). Factors affecting Customer Relationship and the Repurchase Intention of Designed Fashion Products. The Journal of Distribution Science , 18(2), 17-28. 4. Khoa, B.T., Nguyen, T.D., & Nguyen, V.T.T. (2020). Các yếu tố ảnh hưởng đến mối quan hệ khách hàng và ý định mua sắm sản phẩm thời trang Việt Nam. Tạp chí Công Thương , 1, 230 - 235. 5. Khoa, B.T (2015). Nghiên cứu nhận thức bảo vệ thông tin riêng tư của người mua hàng trực tuyến tại TPHCM, Đề tài nghiên cứu khoa học cấp cơ sở. Chủ nhiệm đề tài. Đã nghiệm thu và bàn giao kết quả, Xếp loại: Tốt. 6. Khoa, B.T (2017). Ảnh hưởng của rủi ro cảm nhận đến ý định mua hàng trực tuyến của khách hàng tại Thành phố Hồ Chí Minh. Đề tài nghiên cứu khoa học cấp cơ sở. Chủ nhiệm đề tài. Đã nghiệm thu và bàn giao kết quả, Xếp loại: Khá.