食品安全是食品消費者的共同議題，是食品鏈中各個階段都必需面對的首要目標。對消費者而言，食用產品前是無從得知內容物的品質，故食品是一種信任財。對處於完全競爭市場的食品企業而言，其資源或產品經常面臨難以取得絕對優勢位置的困境，為了維持利潤就可能發生以經濟動機為目的而導致影響消費者健康的行為。這些因經濟利益而刻意損害消費者權益所導致的食品安全事件，使消費者承受食用到不安全食品的風險，並衝擊消費者對食品消費市場的安全性與信任感；因此，在食品安全環境的不確定性下，消費者會如何反應是值得關注的議題。
本研究以消費者食品安全之期望缺口與自我正確性之觀點，來探討台灣消費者在面臨食品安全事件時的心理反應，並經由主研究目的下之四個子研究，發展一個整合性的評估模型。子研究一（n = 697）透過重要性-績效分析衡量食品安全缺口，進而了解消費者對食品企業以及對政府之間存在的食安期望與知覺差距；子研究二（n = 225）以結構方程模型檢驗消費者心理信任之中介效果，說明消費者如何透過信任形成持續而穩定的消費關係；子研究三（n = 355）以PROCESS macro進行模型驗證，探討知覺背叛感之中介與修復補償之干擾作用，以解釋消費者在心理契約違反與補償間的效果；最後，以結構方程模型進行驗證的子研究四（n = 282），則從消費者自我正確性角度去評估對食品消費的正確感或錯誤選擇之心理活動。
研究結果發現，（1）消費者對台灣食品安全市場所提供的食品具有期望與知覺上的差距，消費者認為政府應確實執行法令以避免食品商破壞消費者權益，這是政府在代理制度上應有的做為；（2）消費者若有高自我正確性感受，會表現在對食品信任與持續信任上，並可能產生正向口碑與重購行為；（3）消費者若有低自我正確性，在心理契約違反與知覺背叛感的作用下可能產生反制意圖；另外在背叛感與反制意圖的關係裡，服務失效時最常使用實質補償與心理補償，本研究認為這兩種修復補償方式皆有作用；（4）最後，在整體食品消費的自我正確性評估中，消費者認為自我正確性愈高時會對食安愈信任，而對背叛感與反制意圖則會愈低。

Food safety is a common issue for food consumers and the primary goal that must be faced at all stages of the food chain. For consumers, there is no way to know the quality of the contents before eating the product, so food is a kind of trust. For food companies in a perfectly competitive market, their resources or products often face the dilemma that it is difficult to obtain an absolute advantage position. In order to maintain profits, there may be behaviors that affect the health of consumers for the purpose of economic motives. These food safety incidents caused by deliberately harming consumers’ rights and interests due to economic interests have caused consumers to bear the risk of eating unsafe food and impact consumers’ sense of safety and trust in the food consumer market; therefore, in a food safety environment Under the uncertainty, how consumers will respond is a topic worthy of attention.
This research uses the perspectives of consumer food safety expectations and self-accuracy to explore the psychological response of Taiwanese consumers when facing food safety incidents, and develops an integrated evaluation model through four sub-studies under the main research purpose. Sub-study 1 (n = 697) used importance-performance analysis to measure food safety gaps to understand consumers’ food safety expectations and perception gaps between food companies and the government; sub-study 2 (n = 225) structured The equation model examines the mediating effect of consumer psychological trust, and explains how consumers can form a continuous and stable consumption relationship through trust; sub-study 3 (n = 355) uses PROCESS macro to verify the model to explore the mediation of perceptual betrayal and repair compensation Disturbance to explain the effect of consumers’ psychological contract violation and compensation; finally, the sub-study 4 (n = 282) verified by the structural equation model, evaluates the correctness of food consumption from the perspective of consumers’ self-accuracy Psychological activity of feeling or wrong choice.
The results of the study found that (1) Consumers have a gap in expectations and perceptions of the food provided by the food safety market in Taiwan. Consumers believe that the government should actually implement the law to prevent food dealers from damaging consumer rights. This is what the government should do in the agency system. (2) If consumers have a high sense of self-accuracy, it will be manifested in trust and continuous trust in food, and may produce positive word-of-mouth and repurchase behavior. (3) If consumers have low self-correctness, they may have counterintentions under the influence of psychological contract violation and perceptual betrayal. In addition, in the relationship between the sense of betrayal and counterintentional intentions, substantial compensation and psychological compensation are most often used when the service fails. This study found that these two repair compensation methods are both effective. (4) Finally, in the self-accuracy assessment of overall food consumption, consumers believe that the higher the correctness of themselves, the more they trust food safety, and the lower their sense of betrayal and countermeasure intentions.

論文審定書…………………………………………………………………………i
誌謝…………………………………………………………………………………ii
摘要…………………………………………………………………………………iii
Abstract ………..………………………………………………………………..…iv
目錄…………………………………………………………………………………vi
表次…………………………………………………………………………………vii
圖次…………………………………………………………………………………viii
第一章 緒論………………………………………………………………………01
第一節 研究背景與動機……………………………………………………01
第二節 研究目的……………………………………………………………04
第三節 研究流程……………………………………………………………06
第四節 研究範圍與限制……………………………………………………08
第二章 文獻探討 …………………….………………………………………….09
第一節 食品安全缺口與戲劇三角…………………………………………09
第二節 期望確認與持續行為 …..…………………………………………19
第三節 消費者心理契約違反與修復補償……………………..…………..22
第四節 自我正確性……………………………………………..…………..26
第三章 研究設計…………………………………………………………………29
第一節 研究結構 ………………………………………………………..…29
第二節 研究模式 ………………………………………………………..…30
第三節 研究方法 ………………………………………………………..…38
第四章 實證分析…………………………………………………………………51
第一節 基本資料與信效度分析……………………………………………51
第二節 食品安全缺口評估…………………………………………………58
第三節 消費者心理信任之中介效果驗證…………………………………62
第四節 背叛補償模型之中介與干擾效果驗證……………………………65
第五節 消費者自我正確性模型驗證………………………………………69
第五章 結論與建議………………………………………………………………72
第一節 結論……..……………………………………………………….….72
第二節 建議…………………………………………………………………75
第三節 管理意涵……………………………………………………………77
參考文獻 ..…………………………………………………………………………79
附錄 ..………………………………………………………………………………99

參考文獻
一、中文
吳宜蓁、李明穎，2017，「公眾框架與科學民主化之實踐：餿水油事件的新聞內容分析」，傳播文化，16期：66~103。
李家瑩、方郁惠、吳柏勳，2013，「以期望理論及公平理論探討線上服務失誤補救」， 電子商務學報，15卷3期：367~388。
李貴英，2018，「跨大西洋貿易與投資夥伴協定與歐美食安法規合作：以危害分析重要管制點 (HACCP) 制度為例」，問題與研究。57卷2期：1~37。
李寧修，2016，「風險社會下食品行政管制模式之轉型：以行政機關採行之「預防性下架」措施為中心」，臺大法學論叢，45卷2期：455~499。
林宗弘、蕭新煌、許耿銘，2018「邁向世界風險社會?台灣民眾的社會資本、風險感知與風險因應行為」，調查研究-方法與應用，40期：127~166。
林昱梅，2015，「論食品安全管理法制中之預防原則：以歐盟與臺灣為中心」， 臺大法學論叢，44卷S期：1036~1162.
俞蘋，2019，「健康與傳播理論觀點：食品安全資訊接收管道、風險認知與感知、資訊分享管道與預防措施間的模型建構」，新聞學研究，138期：75~130。
宮文祥，2018，「食品安全風險規範之 [三級品管] 制度」， 東吳法律學報，30卷2期：1~42.
徐育安，2017，「傳統刑法理論與現代風險社會-以我國食安法爭議為核心」，臺北大學法學論叢，104期：73~135。
張卿卿、陶振超，2017，「臺灣傳播調查資料庫第一期第五次調查計畫執行報告」，臺北：政治大學傳播學院。
陳鋕雄、胡慎芝，2016，「歐盟追蹤追溯系統在食品安全體系中的功能：從風險管理到消費者知情選擇」，歐美研究，46卷4期：457~499。
魯眞、李秀瑩、劉鋼，2018，「消費者對於食品安全事件風險分級之認知」，農業經濟叢刊，24卷2期：61~88。
盧冠宏, 潘怡君、沈立言，2016，「臺灣食品安全事件的省思：從危機處理提升至風險管理」，中國飲食文化，12卷1期：245~271。
蕭新煌、許耿銘，2015，「探析都市氣候風險的社會指標：回顧與芻議」，都市與計畫，42卷1期：59~86。

二、英文
Abd Rashid, M.H., Ahmad, F.S., & Othman, A.K. 2014. Does service recovery affect customer satisfaction? A study on co-created retail industry. Procedia-Social and Behavioral Sciences, 130: 455-460.
Adams, J.S. 1965. Inequity in social exchange. In Berkowitz, L. (Ed.), Advances in experimental social psychology: 267-299. New York: Academic Press.
Adger, W.N. 2006. Vulnerability. Global environmental change, 16(3): 268-281.
Adkins, B. & Caldwell, D. 2004. Firm or subgroup culture: where does fitting in matter most? Journal of Organizational Behaviour, 25: 969-78.
Ajzen, I. 1991. The theory of planned behavior. Organizational behavior and human decision processes, 50(2): 179-211.
Albayrak, T. 2015. Importance Performance Competitor Analysis (IPCA): A study of hospitality companies. International Journal of Hospitality Management, 48: 135-142.
Alexander, D.E. 1993. Natural Disasters. London: UCL Press.
Ali, H. & Birley, S. 1998. The role of trust in the marketing activities of entrepreneurs establishing new ventures. Journal of Marketing Management, 14(7): 749-763.
Al-Maghrabi, T., Dennis, C., & Halliday, S.V. 2011. Antecedents of continuance intentions towards e-shopping: the case of Saudi Arabia. Journal of enterprise information management, 24: 85-111.
Al-Shabib, N.A., Husain, F.M., & Khan, J.M. 2017. Study on food safety concerns, knowledge and practices among university students in Saudi Arabia. Food Control, 73: 202-208.
Anderson, J.C., & Gerbing, D.W. 1988. Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3): 411-423.
Ariyawardana, A., Ganegodage, K., & Mortlock, M. 2017. Consumers' trust in vegetable supply chain members and their behavioural responses: A study based in Queensland, Australia. Food Control, 73: 193-201.
Arndt, J. 1967. Role of product-related conversations in the diffusion of a new product. Journal of marketing Research, 4(3): 291-295.
Babin, B.J., Lee, Y., Kim, E., & Griffin, M. 2005. Modeling consumer satisfaction and word‐of‐mouth: restaurant patronage in Korea. Journal of Services Marketing, 19(3): 133-139.
Badia-Melis, R., Mishra, P., & Ruiz-García, L. 2015. Food traceability: New trends and recent advances. A review. Food Control, 57: 393-401.
Baert, K., Van Huffel, X., Wilmart, O., Jacxsens, L., Berkvens, D., Diricks, H., et al. 2011. Measuring the safety of the food chain in Belgium: development of a barometer. Food Research International, 44: 940-950.
Bagozzi, R.P., Yi, Y., & Phillips, L.W. 1991. Assessing construct validity in organizational research. Administrative science quarterly, 421-458.
Bal, P.M., Chiaburu, D.S., & Jansen, P.G. 2010. Psychological contract breach and work performance: is social exchange a buffer or an intensifier? Journal of Managerial Psychology, 25(3): 252-273.
Bandura, A. 1986. Social foundations of thought and action: A social cognitive theory. New Jersey: Prentice-Hall.
Bardhi, F., Price, L.L., & Arnould, E.J. 2005. Extreme service failures. Working paper, University of Nebraska.
Barnett, J., & Breakwell, G.M. 2001. Risk perception and experience: hazard personality profiles and individual differences. Risk Analysis, 21(1): 171–178.
Barney, J.B. 1986. Strategic factor markets: Expectations, luck, and business strategy. Management science, 32(10): 1231-1241.
Baron, D. 2011. Credence attributes, voluntary organizations, and social pressure. Journal of Public Economics, 95: 1331-1338.
Baumeister, R.F. 2010. The self. In R.F. Baumeister & E.J. Finkel (Eds.), Advanced social psychology: The state of the science: 139–175. Oxford University Press.
Bavik, A., & Bavik, Y.L. 2015. Effect of employee incivility on customer retaliation through psychological contract breach: The moderating role of moral identity. International journal of hospitality management, 50: 66-76.
Berne, E. 2010. What do you say after you say hello. Random House.
Berry, C., Mukherjee, A., Burton, S., & Howlett, E. 2015. A COOL Effect: The Direct and Indirect Impact of Country-of-Origin Disclosures on Purchase Intentions for Retail Food Products. Journal of Retailing, 91(3): 533-542.
Bhattacherjee, A. 2001. Understanding information systems continuance: An expectation-confirmation model. MIS quarterly, 25(3): 351-370.
Blackwell, R.D., Miniard, P.W., & Engle, J.F. 2006. Consumer behavior. Mason: Thomson.
Blancero, D., & Ellram, L. 1997. Strategic supplier partnering: A psychological contract perspective. International Journal of Physical Distribution & Logistics Management, 27(9/10): 616-629.
Blau, P.M. 1964. Exchange and power in social life. NY: John Wiley & Sons
Blodgett, J.G., Hill, D.J., & Tax, S.S. 1997. The effects of distributive, procedural, and interactional justice on post-complaint behavior. Journal of Retailing, 73(2): 185-210.
Bogardi, J.J. 2004. Hazards, risks and vulnerabilities in a changing environment: the unexpected onslaught on human security? Global Environmental Change, 14(4): 361-365.
Booth, M. 2019. Digital transformation of the food system. Paper presented at the first FAO/WHO/AU international food safety conference, Addis Ababa.
Brown, T.A. 2006. Confirmatory factor analysis for applied research. NY: Guilford.
Burgoon, J.K. 1993. Interpersonal expectations, expectancy violations, and emotional communication. Journal of Language and Social Psychology, 12(1-2): 30-48.
Burns, T. 1973. A Structural Theory of Social Exchange. Acta Sociologica, 16 (3): 188-208.
Burton, S., Cook, L.A., Howlett, E., & Newman, C.L. 2015. Broken halos and shattered horns: overcoming the biasing effects of prior expectations through objective information disclosure. Journal of the Academy of Marketing Science, 43(2): 240-256.
Cardello, A.V. 2007. Measuring consumer expectations to improve food product development. Consumer-led food product development, 223-261.
Caswell, J.A. 1998. How labeling of safety and process attributes affects markets for food. Agricultural and Resource Economics Review, 27(2): 151-158.
Chandler, J.D., & Vargo, S.L. 2011. Contextualization and value-in-context: How context frames exchange. Marketing Theory, 11(1): 35-49.
Chen, C.P., Lai, H.M., & Ho, C.Y. 2015. Why do teachers continue to use teaching blogs? The roles of perceived voluntariness and habit. Computers & Education, 82: 236-249.
Chen, M.F. 2008. Consumer trust in food safety - A multidisciplinary approach and empirical evidence from Taiwan. Risk Analysis, 28(6): 1553-1569.
Chen, M.F. 2011. Consumer’s trust-in-food-safety typology in Taiwan: Food-related lifestyle matters. Health, Risk & Society, 13(6): 503-526.
Chih, W.H., Chiu, T.S., Lan, L.C., & Fang, W.C. 2017. Psychological contract violation: Impact on perceived justice and behavioral intention among consumers. International Journal of Conflict Management, 28(1): 103-121.
Chin, W.W., & Todd, P.A. 1995. On the use, usefulness, and ease of use of structural equation modeling in MIS research: a note of caution. MIS Quarterly, 237-246.
Chiu, C.M., Hsu, M.H., Lai, H., & Chang, C.M. 2012. Re-examining the influence of trust on online repeat purchase intention: The moderating role of habit and its antecedents. Decision Support Systems, 53(4): 835-845.
Cho, J., & Lee, H.E. 2020. Post-adoption beliefs and continuance intention of smart device use among people with physical disabilities. Disability and health journal, 13(2): 100878.
Choi, B., & Choi, B.J. 2014. The effects of perceived service recovery justice on customer affection, loyalty, and word-of-mouth. European Journal of Marketing, 49(1-2): 108-131.
Choi, B., & La, S. 2013. The impact of corporate social responsibility (CSR) and customer trust on the restoration of loyalty after service failure and recovery. Journal of Services Marketing, 27(3): 223-233.
Chou, P.F. 2015. An analysis of the relationship between service failure, service recovery and loyalty for Low Cost Carrier travelers. Journal of Air Transport Management, 47: 119-125.
Chuang, S.C., Cheng, Y.H., Chang, C.J., & Yang, S.W. 2012. The effect of service failure types and service recovery on customer satisfaction: a mental accounting perspective. The Service Industries Journal, 32(2): 257-271.
Chung, N., Han, H., & Koo, C. 2015. Adoption of travel information in user-generated content on social media: the moderating effect of social presence. Behaviour & Information Technology, 34(9): 902-919.
Churchill, G.A., & Iacobucci, D. 2006. Marketing research: methodological foundations. New York: Dryden Press.
Cleeren, K., van Heerde, H.J., & Dekimpe, M.G. 2013. Rising from the ashes: How brands and categories can overcome product-harm crises. Journal of Marketing, 77(2): 58-77.
Coopersmith, S., & Feldman, R. 1974. Fostering a positive self-concept and high self-esteem in the classroom. In R.H. Coop & K. White (Eds.), Psychological concepts in the classroom: 192-225. New York: Harper and Row.
Costa, S.P., & Neves, P. 2017. Forgiving is good for health and performance: How forgiveness helps individuals cope with the psychological contract breach. Journal of Vocational Behavior, 100: 124-136.
Cox, S., Tomas, J.M., Cheyne, A. & Oliver, A. 1998. Safety culture: the prediction of commitment to safety in the manufacturing industry. British Journal of Management, 9(1): 3-11.
Dagevos, H., & van Ophem, J. 2013. Food consumption value: Developing a consumer-centred concept of value in the field of food. British Food Journal, 115(10): 1473-1486.
Darby, M.R., & Karni, E. 1973. Free competition and the optimal amount of fraud. The Journal of Law and Economics, 16(1): 67-88.
Dasgupta, P. 2000. Trust as a commodity. In D. Gambetta (Ed.), Trust: Making and breaking cooperative relations: 49-72. University of Oxford.
Dawar, N., & Pillutla, M.M. 2000. Impact of product-harm crises on brand equity: The moderating role of consumer expectations. Journal of Marketing Research, 37: 215-226.
De Boeck, E., Jacxsens, L., Bollaerts, M., & Vlerick, P. 2015. Food safety climate self-assessment tool to introduce a human dimension in assuring food hygiene and safety in food processing organizations. Trends in Food Science and Technology, 46: 242-251.
De Cremer, D. 2010. To pay or to apologize? on the psychology of dealing with unfair offers in a dictator game. Journal of Economic Psychology, 31: 843-848.
De Jonge, J., Frewer, L., Van Trijp, H., Renes, R.J., De Wit, W., & Timmers, J. 2004. Monitoring consumer confidence in food safety: An exploratory study. British Food Journal, 106(10/11): 837-849.
De Jonge, J., Van Trijp, H., Goddard, E., & Frewer, L. 2008. Consumer confidence in the safety of food in Canada and the Netherlands: The validation of a generic framework. Food Quality and Preference, 19(5): 439-451.
Deci, E.L., & Ryan, R.M. 1985. Intrinsic motivation and self-determination in human behavior. New York: Plenum.
Deci, E.L., & Ryan, R.M. 2002. Handbook of self-determination research. NY: The University of Rochester Press.
Deeter-Schmelz, D.R., & Ramsey, R.P. 2010. A psychometric assessment of the Lennox and Wolfe self-monitoring scale in the sales force. Industrial Marketing Management, 39(7): 1162-1169.
Deng, W.J., Kuo, Y.F., & Chen, W.C. 2008. Revised Importance-Performance Analysis: three-factor theory and benchmarking. Service Industries Journal, 28(1): 37-51.
Dinga, Y., Veemanb, M.M., & Adamowicz, W.L. 2013. The influence of trust on consumer behavior: An application to recurring food risks in Canada. Journal of Economic Behavior & Organization, 92: 214-223.
Doney, P.M., & Cannon, J.P. 1997. An examination of the nature of trust in buyer–seller relationships. Journal of marketing, 61(2): 35-51.
Doney, P.M., Cannon, J.P., & Mullen, M.R. 1998. Understanding the influence of national culture on the development of trust. Academy of management review, 23(3): 601-620.
Duda-Chodak, A., Lukasiewicz, M., Zięć, G., Florkiewicz, A., & Filipiak-Florkiewicz, A. 2020. Covid-19 pandemic and food: Present knowledge, risks, consumers fears and safety. Trends in Food Science & Technology, 105: 145-140.
Dwyer, F.R., Schurr, P.H., & Oh, S. 1987. Developing buyer-seller relationships. Journal of Marketing, 51(2): 11-27.
Efird, J.T., Davies, S.W., O'Neal, W.T., & Anderson, E. 2014. Animal viruses, bacteria, and cancer: a brief commentary. Frontiers in Public Health, 2: 14.
El-Manstrly, D., Ali, F., & Line, N. 2021. Severe service failures and online vindictive word of mouth: The effect of coping strategies. International Journal of Hospitality Management, 95: 102911.
Erikson, E.H. 1994. Identity and the life cycle. WW Norton & Company.
Eveleth, D.M., Baker-Eveleth, L.J., & Stone, R.W. 2015. Potential applicants’ expectation-confirmation and intentions. Computers in Human Behavior, 44: 183-190.
Faki, M. 2019. Opening Session. Paper presented at the first FAO/WHO/AU international food safety conference, Addis Ababa.
Fang, Y.H., Chiu, C.M., & Wang, E.T.G.G. 2011. Understanding customers’ satisfaction and repurchase intentions: an integration of IS success model, trust, and justice. Internet Research, 21: 479-503.
Farooq, M.S., Salam, M., Fayolle, A., Jaafar, N., & Ayupp, K. 2018. Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach. Journal of Air Transport Management, 67: 169-180.
Fein, S., & Spencer, S.J. 1997. Prejudice as self-image maintenance: Affirming the self through derogating others. Journal of Personality and Social Psychology, 73(1): 31–44.
Festinger, L.A. 1957. Theory of Cognitive Dissonance, Row and Peterson, Evanston, IL.
Fishbein, M., & Ajzen, I. 1975. Belief, attitude, intention and behavior: an introduction to theory and research. Addison-Wesley: Reading, MA.
Fitness, J. 2015. Chapter 11: Emotions in relationships. In M. Mikulincer, P.R. Shaver, J.A. Simpson, & J.F.
Ford, K., MacCallum, R., & Tait, M. 1986. The application of exploratory factor analysis in applied psychology: a critical review and analysis. Personnel Psychology, 39: 291-314.
Fornell, C. & Larcker, D.F. 1981. Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1): 39-50.
Forrest, L. 2008. The three faces of victim: An overview of the drama triangle. Retrieved on April, 12, 2009.
Fullerton, G., & Taylor, S. 2015. Dissatisfaction and violation: two distinct consequences of the wait experience. Journal of Service Theory and Practice, 25(1): 31-50.
Fung, R., & Lee, M. 1999. EC-trust (trust in electronic commerce): exploring the antecedent factors. amcis 1999 Proceedings, 179.
Gao, L., & Waechter, K.A. 2017. Examining the role of initial trust in user adoption of mobile payment services: an empirical investigation. Information Systems Frontiers, 19(3): 525-548.
Gelbrich, K. 2010. Anger, frustration, and helplessness after service failure: coping strategies and effective informational support. Journal of the Academy of Marketing Science, 38(5): 567–585.
Gilovich, T. 1991. How We Know What Isn’t So: The Fallibility of Human Reason in Everyday Life. New York: Free Press.
Good, D,1988. Individuals, Interpersonal Relations, and Trust. In D. G. Gambetta (Ed.), Trust: 131-185. New York: Basil Blackwell.
Granovetter, M.1985. Economic action and social structure: A theory of embeddeness. American Journal of Sociology, 91:481-510
Grégoire, Y., & Fisher, R.J. 2008. Customer betrayal and retaliation: when your best customers become your worst enemies. Journal of the Academy of Marketing Science, 36(2): 247-261.
Grégoire, Y., Tripp, T. M., & Legoux, R. 2009. When customer love turns into lasting hate: The effects of relationship strength and time on customer revenge and avoidance. Journal of Marketing, 73(6): 18-32.
Griffith, C. J., Livesey, K. M., & Clayton, D. 2010. The assessment of food safety culture. British Food Journal, 112: 439-456.
Gruenfeldova, J., Domijan, K., & Walsh, C. 2019. A study of food safety knowledge, practice and training among food handlers in Ireland. Food Control, 105: 131-140.
Guchait, P, Neal, J.A. & Simons, T. 2016. Reducing food safety errors in the United States: Leader behavioral integrity for food safety, error reporting, and error management. International Journal of Hospitality Management, 59: 11-18.
Guizzardi, A., & Stacchini, A. 2017. Destinations strategic groups via Multivariate Competition-based IPA. Tourism Management, 58: 40-50.
Hair, J.F. 2009. Multivariate data analysis.
Halilovic, S., & Cicic, M. 2013. Antecedents of information systems user behaviour–extended expectation-confirmation model. Behaviour & Information Technology, 32(4): 359-370.
Hall, G.B., Dollard, M.F., & Coward, J. 2010. Psychosocial safety climate: development of the PSC-12. International Journal of Stress Management, 17(4): 353-383.
Hammoudi, A., Hoffmann, R., & Surry, S., 2010. Food safety standards and afri-food supply chains: an introductory overview. European Review of Agricultural Economics, 36: 469-478.
Harmeling, C.M., Moffett, J.W., Arnold, M.J., & Carlson, B.D. 2017. Toward a theory of customer engagement marketing. Journal of the Academy of marketing science, 45(3): 312-335.
Hasegawa, K., Shinohara, C., & Broadbent, J.P. 2007. The effects of ‘social expectation’ on the development of civil society in Japan. Journal of Civil Society, 3(2): 179-203.
Hattie, J. 1992. Self-concept. Hillsdale, NJ: Lawrence Erlbaum.
Hazée, S., Van Vaerenbergh, Y., & Armirotto, V. 2017. Co-creating service recovery after service failure: The role of brand equity. Journal of Business Research, 74: 101-109.
Herzberg, F. 1968. One more time: how do you motivate employees? Harvard Business Review, 46(1): 53–62.
Hibbard, J.D., Kumar, N., & Stern, L.W. 2001. Examining the impact of destructive acts in marketing channel relationships. Journal of marketing research, 38(1): 45-61.
Hollebeek, L.D., Srivastava, R.K., & Chen, T. 2019. SD logic–informed customer engagement: integrative framework, revised fundamental propositions, and application to CRM. Journal of the Academy of Marketing Science, 47(1): 161-185.
Hong, S., Thong, J.Y, & Tam, K.Y. 2006. Understanding continued information technology usage behavior: a comparison of three models in the context of mobile internet. Decision Support System, 42(3): 1819–1834.
Hsu, C.L., & Lin, J.C.C. 2015. What drives purchase intention for paid mobile apps? An expectation confirmation model with perceived value. Electronic Commerce Research and Applications, 14(1): 46-57.
Hu, L.T., & Bentler, P.M. 1999. Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling: a Multidisciplinary Journal, 6(1): 1-55.
Hunt, H.K. 1977. CS/D—overview and future research directions. In H.K. Hunt (Ed.), Conceptualization and measurement of consumer satisfaction and dissatisfaction: 455-488. Cambridge, MA: Marketing Science Institute.
Huppertz, J.W., Arenson, S.J., & Evans, R.H. 1978. An application of equity theory to buyer-seller exchange situations. Journal of Marketing Research, 15(2): 250-260.
Jaffee. S. 2019. Economic case for investments in food safety. Paper presented at the first FAO/WHO/AU international food safety conference, Addis Ababa.
James, W. 1999. The listening ebony: moral knowledge, religion, and power among the Uduk of Sudan. Oxford University Press.
Jespersen, L., & Wallace, G.A. 2017. Triangulation and the importance of establishing valid methods for food safety culture evaluation. Food Research International, 100: 244-253.
Jespersen, L., MacLaurin, T., & Vlerick, P. 2017. Development and validation of a scale to capture social desirability in food safety culture. Food Control, 82: 42-47.
Jöreskog, K.G., & Sörbom, D. 1989. LISREL 7: A guide to the program and applications. Spss.
Jumaan, I.A., Hashim, N.H., & Al-Ghazali, B.M. 2020. The role of cognitive absorption in predicting mobile internet users’ continuance intention: An extension of the expectation-confirmation model. Technology in Society, 63: 101355.
Jung, N.Y., & Seock, Y.K. 2017. Effect of service recovery on customers’ perceived justice, satisfaction, and word-of-mouth intentions on online shopping websites. Journal of Retailing and Consumer Services, 37: 23-30.
Kankanhalli, A., Tan, B.C., & Wei, K.K. 2005. Contributing knowledge to electronic knowledge repositories: An empirical investigation. MIS quarterly, 29(1):113-143.
Karpman, S. 1968. Fairy tales and script drama analysis. Transactional Analysis Bulletin, 7(26): 39-43.
Kasperson, J.X., & Kasperson, R.E. (Eds.), 2001. Global Environmental Risk. United Nations University Press, Tokyo.
Kasperson, J.X., & Kasperson, R.E., 2005. The Social Contours of Risk. Earthscan, London.
Khan, R.S., Grigor, J., Winger, R., & Win, A. 2013. Functional food product development–Opportunities and challenges for food manufacturers. Trends in Food Science & Technology, 30(1): 27-37.
Kher, S.V., de-Jonge, J., Wentholt, M.T.A., Deliza, R., de-Andrade, J.C., Cnossen, H.J., Luijckx, N.B.L., & Frewer, L.J. 2013. Consumer perceptions of risks of chemical and microbiological contaminants associated with food chains: A cross-national study. International Journal of Consumer Studies, 37(1): 73-83.
Kim, D.J. 2012. An investigation of the effect of online consumer trust on expectation, satisfaction, and post-expectation. Information Systems and E-Business Management, 10(2): 219-240.
Kim, J., & Park, T. 2020. How corporate social responsibility (CSR) saves a company: The role of gratitude in buffering vindictive consumer behavior from product failures. Journal of Business Research, 117: 461-472.
Kim, P.H., Dirks, K.T., & Cooper, C.D. 2009. The repair of trust: A dynamic bilateral perspective and multilevel conceptualization. Academy of Management Review, 34: 401-422.
Kim, P.H., Ferrin, D.L., Cooper, C.D., & Dirks, K.T. 2004. Removing the shadow of suspicion: The effects of apology versus denial for repairing competence- versus integrity-based trust violations. Journal of Applied Psychology, 89: 104-118.
Kjaernes, U., Harvey, M., & Warde, A. 2007. Trust in food: A comparative and institutional analysis. Houndmills, UK: Palgrave Macmillan.
Kline, R.B. 2011. Principles and practice of structural equation modeling. Guilford publications.
Knowles, T., Moody, R., & McEachern, M.G. 2007. European food scares and their impact on EU food policy. British Food Journal, 109(1): 43-67.
Kramer, R.M., & Lewicki, R.J. 2010. Repairing and enhancing trust: Approaches to reducing organizational trust deficits. Academy of Management Annals, 4(1): 245-277.
Kroger, J. 2006. Identity development: Adolescence through adulthood. Sage publications.
Kumar, N., Scheer, L.K., & Steenkamp, J.B.E. 1995. The effects of supplier fairness on vulnerable resellers. Journal of Marketing Research, 32(1): 54-65.
Lai, Y.H., Chung, Y.A., Wu, Y.C., Fang, C.T., & Chen, P.J. 2020. Disease burden from foodborne illnesses in Taiwan, 2012–2015. Journal of the Formosan Medical Association, 119(9): 1372-1381.
Lazare, A. 2005. On Apology. Oxford: Oxford University Press.
Lazarsfeld, P.F., Berelson, B., & Gaudet, H. 1948. The people's choice: How the voter makes up his mind in a presidential campaign. New York, NY: Columbia University Press.
Lee, H.J., & Yun, Z.S. 2015. Consumers’ perceptions of organic food attributes and cognitive and affective attitudes as determinants of their purchase intentions toward organic food. Food Quality and Preference, 39: 259-267.
Leroy, H., Dierynck, B., Anseel, F., Simons, T., Halbesleben, J.B., McCaughey, D., Savage, G.T., & Sels, L. 2012. Behavioral integrity for safety, priority of safety, psychological safety, and patient safety: a team-level study. Journal of Applied Psychology, 97(6): 1273-1281.
Li, J., Liu, X., Ma, L., & Zhang, W. 2019. Users’ intention to continue using social fitness-tracking apps: expectation confirmation theory and social comparison theory perspective. Informatics for Health and Social Care, 44(3): 298-312.
Li, X. 2011. Cognitive and regulatory food safety risks in the risk society perspective. Administrative and Law, 6: 25-28.
Liberman, N., & Trope, Y. 1998. The role of feasibility and desirability considerations in near and distant future decisions: A test of temporal construal theory. Journal of Personality and Social Psychology, 75(1): 5-18.
Limon, M.R. 2021. Food safety practices of food handlers at home engaged in online food businesses during COVID-19 pandemic in the Philippines. Current Research in Food Science, 4: 63-73.
Lin, C.P., Tsai, Y H., & Chiu, C.K. 2009. Modeling customer loyalty from an integrative perspective of self-determination theory and expectation–confirmation theory. Journal of Business and Psychology, 24(3): 315-326.
Lin, H.C., & Kuo, S.H. 2020. How does health consciousness influence attitudes of elderly people towards traceable agricultural products? Perspectives of the technology acceptance model. Ageing & Society, 40(8): 1808-1821.
Lindskold, S. 1978. Trust development, the GRIT proposal, and the effects of conciliatory acts on conflict and cooperation. Psychological bulletin, 85(4): 772.
Liu, R., Pieniak, Z., & Verbeke, W. 2014. Food-related hazards in China: Consumers’ perceptions of risk and trust in information sources. Food Control, 46: 291-298.
Locke, E.A. 1976. The nature and causes of job satisfaction. Handbook of industrial and organizational psychology.
Luo, A., & Mattila, A.S. 2020. Discrete emotional responses and face-to-face complaining: The joint effect of service failure type and culture. International Journal of Hospitality Management, 90: 102613.
Luo, H.C. 2005. Psychological contract and its measurement in marketing. Business Economics and Administration, 25(6): 37-42.
Lyon, L. & Cameron, G.T. 2004. A relational approach examining the interplay of prior reputation and immediate response to a crisis. Journal of Public Relations Research, 16: 213-241.
MacCallum, R.C., & Hong, S. 1997. Power analysis in covariance structure modeling using GFI and AGFI. Multivariate Behavioral Research, 32(2): 193-210.
Magnini, V.P., Ford, J.B., Markowski, E.P., & Honeycutt, E.D. 2007. The service recovery paradox: justifiable theory or smoldering myth?. Journal of Services Marketing, 21(3): 213-225.
Marakas, G.M., Yi, M.Y., & Johnson, R.D. 1998. The multilevel and multifaceted character of computer self-efficacy: Toward clarification of the construct and an integrative framework for research. Information Systems Research, 9(2): 126-163.
Martilla, J.A., & James, J.C. 1977. Importance-performance analysis. The Journal of Marketing, 41(1): 77-79.
Mattila, A.S., & David, C. 2005. The impact of choice on fairness in the context of service recovery. Journal of Services Marketing, 19(5): 271-279.
Mayer, R.C., Davis, J.H., & Schoorman, F.D. 1995. An integrative model of organizational trust. Academy of Management Review, 20: 709-734.
McAllister, T.A. 2019. Safe and sustainable livestock production. Paper presented at the first FAO/WHO/AU international food safety conference, Addis Ababa.
McCarter, M.W., & Northcraft, G.B. 2007. Happy together?: Insights and implications of viewing managed supply chains as a social dilemma. Journal of Operations Management, 25(2): 498-511.
McCarthy, J.J., Canziani, O.F., Leary, N.A., Dokken, D.J., & White, K.S. 2001. Climate change 2001: impacts, adaptation, and vulnerability. Cambridge University Press.
McDonald, R.P., & Ho, M.H.R. 2002. Principles and practice in reporting structural equation analyses. Psychological Methods, 7(1): 64-82.
McIntyre, L., Vallaster, L., Wilcott, L., Henderson, S.B., & Kosatsky, T. 2013. Evaluation of food safety knowledge, attitudes and self-reported hand washing practices in FOODSAFE trained and untrained food handlers in British Columbia, Canada. Food Control, 30(1): 150-156.
Menninger, K. 1958. Theory of psychoanalytic technique. NY: Basic Books.
Menrad, K. 2003. Market and marketing of functional food in Europe. Journal of food engineering, 56(2-3): 181-188.
Merolla, A.J. 2014. Forgive like you mean it: Sincerity of forgiveness and the experience of negative affect. Communication Quarterly, 62(1): 36–56.
Metz, I., Kulik, C., Brown, M., & Cregan, C. 2012. Changes in psychological contracts during the global financial crisis: the manager’s perspective. The International Journal of Human Resource Management, 23(20): 4359–4379.
Mohamed, N., Hussein, R., Zamzuri, N.H.A., & Haghshenas, H. 2014. Insights into individual’s online shopping continuance intention. Industrial Management & Data Systems, 114: 1453-1476.
Molm, L.D., Takahashi, N., & Peterson, G. 2000. Risk and trust in social exchange: An experimental test of a classical proposition. American Journal of Sociology, 105(5): 1396-1427.
Moorman, C., Zaltman, G., & Deshpande, R. 1992. Relationships between providers and users of market research: The dynamics of trust within and between organizations. Journal of Marketing Research, 29(3): 314-328.
Moreaux, S.O., Adongo, C.A., Mensah, I., & Amuquandoh, F.E. 2018. There is information in the tails: Outliers in the food safety attitude-behaviour gap. Food Control, 87: 161-168.
Morgan, R.M., & Hunt, S.D. 1994. The commitment-trust theory of relationship marketing. Journal of Marketing, 58: 20-38.
Morrison, E.W., & Robinson, S.L. 1997. When employees feel betrayed: A model of how psychological contract violation develops. Academy of Management Review, 22(1): 226-256.
Morrisson, O., & Huppertz, J.W. 2010. External equity, loyalty program membership, and service recovery. Journal of Services Marketing, 24(3): 244-254.
Murali, S., Pugazhendhi, S., & Muralidharan, C. 2016. Integration of IPA and QFD to assess the service quality and to identify after sales service strategies to improve customer satisfaction - a case study. Production Planning & Control, 27(5): 394-407.
Nam, K., Baker, J., Ahmad, N., & Goo, J. 2020. Determinants of writing positive and negative electronic word-of-mouth: Empirical evidence for two types of expectation confirmation. Decision Support Systems, 129: 113168.
Nayak, R., & Waterson, P. 2017. The Assessment of Food Safety Culture: An investigation of current challenges, barriers and future opportunities within the food industry. Food Control, 73: 1114-1123.
Nelson, P. 1970. Information and consumer behavior. Journal of Political Economy, 78(2): 311-329.
Newena, A. & Vogeley, K. 2003. Self-representation: Searching for a neural signature of self-consciousness. Consciousness and Cognition, 12: 529-543.
Nindiani, A., Hamsal, M., & Purba, H.H. 2018. Product and Service Quality Analysis: An Empirical Study of Customer Satisfaction in a Bakery. Binus Business Review, 9(2): 95-103.
Nunnally, 1978. Psychometric Theory (2nd ed.), New York: McGraw-Hill.
Oghuma, A.P., Libaque-Saenz, C.F., Wong, S.F., & Chang, Y. 2016. An expectation-confirmation model of continuance intention to use mobile instant messaging. Telematics and Informatics, 33(1): 34-47.
Ogonowski, A., Montandon, A., Botha, E., & Reyneke, M. 2014. Should new online stores invest in social presence elements? The effect of social presence on initial trust formation. Journal of Retailing and Consumer Services, 21(4): 482-491.
Oliver, R. L. 1980. A Cognitive Model for the Antecedents and Consequences of Satisfaction. Journal of Marketing Research, 17: 460-469.
Oliver, R.L. 1993. Cognitive, Affective, and Attribute Bases of the Satisfaction Response. The Journal of Consumer Research, 20(3): 418-430.
Omari, R., Frempong, G.K., & Arthur, W. 2018. Public perceptions and worry about food safety hazards and risks in Ghana. Food Control, 93: 76-82.
Owusu-Sekyere, E., Owusu, V., & Jordaan, H. 2014. Consumer preferences and willingness to pay for beef food safety assurance labels in the Kumasi Metropolis and Sunyani Municipality of Ghana. Food Control, 46: 152-159.
Ozkan-Tektas, O., & Basgoze, P. 2017. Pre-recovery emotions and satisfaction: A moderated mediation model of service recovery and reputation in the banking sector. European Management Journal, 35(3): 388-395.
Pansari, A., & Kumar, V. 2017. Customer engagement: the construct, antecedents, and consequences. Journal of the Academy of Marketing Science, 45(3): 294-311.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. 1985. A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4): 41-50.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. 1988. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1): 12-40.
Park, C.W., MacInnis, D.J., Priester, J., Eisingerich, A.B., & Iacobucci, D. 2010. Brand attachment and brand attitude strength: conceptual and empirical differentiation of two critical brand equity drivers. Journal of Marketing, 74(6): 1-17.
Park, M.S., Kim, H.N., & Bahk, G.J. 2017. The analysis of food safety incidents in South Korea, 1998–2016. Food Control, 81: 196-199.
Pavlou, P. A., & Gefen, D. 2005. Psychological contract violation in online marketplaces: Antecedents, consequences, and moderating role. Information Systems Research, 16(4): 372-399.
Pavlou, P.A. 2003. Consumer acceptance of electronic commerce: Integrating trust and risk with the technology acceptance model. International Journal of Electronic Commerce, 7(3): 101-134.
Peattie, K. 2001. Towards sustainability: the third age of green marketing. Marketing Review, 2(2): 129-146.
Pedeliento, G., Andreini, D., Bergamaschi, M., & Salo, J. 2016. Brand and product attachment in an industrial context: the effects on brand loyalty. Industrial Marketing Management, 53: 194-206.
Peng, G.J., Chang, M.H., Fang, M., Liao, C.D., Tsai, C.F., Tseng, S.H., et al. 2017. Incidents of major food adulteration in Taiwan between 2011 and 2015. Food Control, 72: 145-152.
Pennings, J.M.E., Wansink, B., & Meulenberg, M.T.G. 2002. A note on modeling consumer reactions to a crisis: The case of the mad cow disease. International Journal of Research in Marketing, 19: 91-100.
Pinquart, M., Endres, D., Teige-Mocigemba, S., Panitz, C., & Schütz, A.C. 2021. Why expectations do or do not change after expectation violation: A comparison of seven models. Consciousness and Cognition, 89: 103086.
Pokrivcak, J., Crombez, C., & Swinnen, J.F. 2006. The status quo bias and reform of the Common Agricultural Policy: impact of voting rules, the European Commission and external changes. European Review of Agricultural Economics, 33(4): 562-590.
Prieto, N., Pawluczyk, O., Dugan, M.E.R., & Aalhus, J.L. 2017. A review of the principles and applications of near-infrared spectroscopy to characterize meat, fat, and meat products. Applied Spectroscopy, 71(7): 1403-1426.
Rampl, L.V., Eberhardt, T., Schütte, R., & Kenning, P. 2012. Consumer trust in food retailers: Conceptual framework and empirical evidence. International Journal of Retail and Distribution Management, 40(4): 254-272.
Rau, H.H., Wu, Y.S., Chu, C.M., Wang, F.C., Hsu, M.H., Chang, C.W.,...Chiu, H.W. 2017. Importance-performance analysis of personal health records in Taiwan: A web-based survey. Journal of Medical Internet Research, 19(6): e209.
Recker, J. 2010. Explaining usage of process modeling grammars: Comparing three theoretical models in the study of two grammars. Information & Management, 47(5-6): 316-324.
Richins, M.L. 1983. Negative word-of-mouth by dissatisfied consumers: A pilot study. Journal of marketing, 47(1): 68-78.
Robinson, S.L., & Morrison, E.W. 2000. The development of psychological contract breach and violation: a longitudinal study. Journal of Organizational Behavior, 21(5): 525-546.
Roehling, M.V. 1997. The origins and early development of the psychological contract construct. Journal of Management History, 3(2): 204-217.
Roehm, L., & Tybout, M. 2006. When will a brand scandal spill over, and how should competitors respond? Journal of Marketing Research, 43(3): 366-373.
Rutsaert, P., Pieniak, Z., Regan, Á, McConnon, Á, Kuttschreuter, M., Lores, M., et al. 2014. Social media as a useful tool in food risk and benefit communication? a strategic orientation approach. Food Policy, 46: 84-93.
Sadoff, S., & Samek, A. 2019. Can interventions affect commitment demand? A field experiment on food choice. Journal of Economic Behavior & Organization, 158: 90-109.
Sajtos, L., Brodie, R.J., & Whittome, J. 2010. Impact of service failure: The protective layer of customer relationships. Journal of Service Research, 13(2): 216-229.
Sánchez-García, I., & Currás-Pérez, R. 2011. Effects of dissatisfaction in tourist services: The role of anger and regret. Tourism Management, 32(6): 1397-1406.
Scacchi, A., Catozzi, D., Boietti, E., Bert, F., & Siliquini, R. 2021. COVID-19 lockdown and self-perceived changes of food choice, waste, impulse buying and their determinants in Italy: QuarantEat, a cross-sectional study. Foods, 10(2): 306.
Schmitt, B.H. 1999. Experiential Marketing. Journal of Marketing Management, 15(1- 3): 53-67.
Schumacker, R.E., & Lomax, R.G. 2004. A beginner's guide to structural equation modeling. psychology press.
Schweitzer, M.E., Hershey, J.C., & Bradlow, E.T. 2006. Promises and lies: Restoring violated trust. Organizational behavior and human decision processes, 101(1): 1-19.
Setbon, M., Raude, J., Fischler, C., & Flahault, A. 2005. Risk perception of the ‘‘mad cow disease” in France: Determinants and consequences. Risk Analysis, 25: 813-826.
Shah, D.V., McLeod, D.M., Rojas, H., Cho, J., Wagner, M.W., & Friedland, L.A. 2017. Revising the communication mediation model for a new political communication ecology. Human Communication Research, 43(4): 491-504.
Shan, L., Wang, S., Wu, L., & Tsai, F.S. 2019. Cognitive biases of consumers’ risk perception of foodborne diseases in China: Examining anchoring effect. International Journal of Environmental Research and Public Health, 16(13): 2268.
Shieh, J.I., & Wu, H.H. 2009. Applying Importance-Performance Analysis to compare the changes of a convenient store. Quality and Quantity, 43(3): 391-400.
Shin, D.H. 2011. Understanding e-book users: Uses and gratification expectancy model. New Media & Society, 13(2): 260-278.
Silic, M., & Ruf, C. 2018. The effects of the elaboration likelihood model on initial trust formation in financial advisory services. International Journal of Bank Marketing, 36(3): 572-590.
Šmejkalová, D., & Piccolo, A. 2010. High-power gradient diffusion NMR spectroscopy for the rapid assessment of extra-virgin olive oil adulteration. Food Chemistry, 118(1): 153-158.
Smith, K. 2013. Environmental hazards: assessing risk and reducing disaster. Routledge.
Sotirovic, M., & McLeod, J.M. 2001. Values, communication behavior, and political participation. Political Communication, 18(3): 273-300.
Sparks, P., & Shepherd, R. 1994. Public perceptions of the potential hazards associated with food production and food consumption: an empirical study. Risk Analysis, 14(5): 799-806.
Standford, L. 2008. Social Exchange theories. In L.A. Baxter & D.O. Braithwaite (Eds.), Engaging theories in interpersonal communication: Multiple perspectives: 377-389. Thousand Oaks.
Stratev D., Odeyemi O.A., Pavlov A., Kyuchukova R., Fatehi F., & Bamidele F.A. 2017. Food safety knowledge and hygiene practices among veterinary medicine students at Trakia University, Bulgaria. Journal of Infection and Public Health, 10(6): 778-782.
Sun, Y.M., Wang, S.T., & Huang, K.W. 2012. Hygiene knowledge and practices of night market food vendors in Tainan City, Taiwan. Food Control, 23(1): 159-164.
Susanto, A., Lee, H., Zo, H., & Ciganek, A.P. 2013. User acceptance of Internet banking in Indonesia: initial trust formation. Information Development, 29(4): 309-322.
Talwar, S., Dhir, A., Khalil, A., Mohan, G., & Islam, A.N. 2020. Point of adoption and beyond. Initial trust and mobile-payment continuation intention. Journal of Retailing and Consumer Services, 55: 102086.
Tax, S.S., & Brown, S. 1998. Recovering and learning from service failure. Sloan Management Review, 40(1): 75-88.
Taylor, A.W., Coveney, J., Ward, P.R., Dal Grande, E., Mamerow, L., Henderson, J., & Meyer, S.B. 2012. The Australian Food and Trust Survey: Demographic indicators associated with food safety and quality concerns. Food Control, 25(2): 476-483.
Taylor, S.A. 2001. Assessing the use of regression analysis in examining service recovery in the insurance industry: Relating service quality, customer satisfaction, and customer trust. Journal of Insurance Issues, 24: 30-57.
Teng, C.C., & Lu, C.H. 2016. Organic food consumption in Taiwan: Motives, involvement, and purchase intention under the moderating role of uncertainty. Appetite, 105: 95-105.
Timmerman, P. 1981. Vulnerability resilience and collapse of society. Toronto, Canada. Institute for Environmental Studies, University of Toronto.
Tiozzo, B., Mari, S., Ruzza, M., Crovato, S., & Ravarotto, L. 2017. Consumers' perceptions of food risks: A snapshot of the Italian Triveneto area. Appetite, 111: 105-115.
Tomlinson, E.C., & Mryer, R.C. 2009. The role of causal attribution dimensions in trust repair. Academy of Management Review, 34(1): 85-104.
Tomlinson, E.C., Dineen, B.R., & Lewicki, R.J. 2004. The road to reconciliation: Antecedents of victim willingness to reconcile following a broken promise. Journal of management, 30(2): 165-187.
Tonkin, E., Webb, T., Coveney, J., Samantha B. Meyer, S.B., & Wilson, A.M. 2016. Consumer trust in the Australian food system - The everyday erosive impact of food labelling. Appetite, 103: 118-127.
Trafimow, D., Triandis, H.C., & Goto, S.G. 1991. Some tests of the distinction between the private self and the collective self. Journal of Personality and Social Psychology, 60(5): 649–655.
Tsai, H., Lee, Y.P., & Ruangkanjanases, A. 2020. Understanding the effects of antecedents on continuance intention to gather food safety information on websites. Frontiers in Psychology, 11: 579322.
Tseng, S.C., & Hung, S.W. 2013. A framework identifying the gaps between customers' expectations and their perceptions in green products. Journal of Cleaner Production, 59: 174-184.
Turner, B.L., Kasperson, R.E., Matson, P.A., McCarthy, J.J., Corell, R.W., Christensen, L., ... & Schiller, A. 2003. A framework for vulnerability analysis in sustainability science. Proceedings of the national academy of sciences, 100(14): 8074-8079.
Turnley, W.H., & Feldman, D.C. 1999. The impact of psychological contract violations on exit, voice, loyalty, and neglect. Human relations, 52(7): 895-922.
Uddin, M.N., & Bari, M.L. 2019. Governmental policies and regulations including FSMA on organic farming in the United States and around the globe. In Safety and Practice for Organic Food: 33-62. Academic Press.
Van Vaerenbergh, Y., & Orsingher, C. 2016. Service recovery: An integrative framework and research agenda. Academy of Management Perspectives, 30(3): 328-346.
Van Wezemael, L., Verbeke, W., Kügler, J.O., de Barcellos, M.D., & Grunert, K.G. 2010. European consumers and beef safety: Perceptions, expectations and uncertainty reduction strategies. Food Control, 21(6): 835-844.
Varela-Neira, C., Vázquez-Casielles, R., & Iglesias, V. 2010. Explaining customer satisfaction with complaint handling. International Journal of Bank Marketing, 28(2): 88-112.
Vargo, S.L., & Lusch, R.F. 2004. Evolving to a new dominant logic for marketing. Journal of Marketing, 68(1): 1-17.
Vivek, S.D. 2009. A scale of consumer engagement. The University of Alabama.
Wangenheim, F.V. 2005. Postswitching negative word of mouth. Journal of Service Research, 8(1): 67-78.
Wernerfelt, B. 1984. A Resource-based View of the Firm. Strategic Management Journal, 5(2): 171-180.
Wheeless, L.R. & Grotz, J. 1976. Conceptualization and measurement of reported self-disclosure. Human Communication Research, 2(4): 338-346.
White, G.F. 1945. Human adjustment to floods. University of Chicago.
Whitworth, E., Druckman, A., & Woodward, A. 2017. Food scares: a comprehensive categorisation. British Food Journal, 119: 131–142
Wijaya, I., Rai, A., & Hariguna, T. 2019. The impact of customer experience on customer behavior intention use in social media commerce, an extended expectation confirmation model: An empirical study. Management Science Letters, 9(12): 2009-2020.
Wongprawmas, R., & Canavari, M. 2017. Consumers’ willingness-to-pay for food safety labels in an emerging market: The case of fresh produce in Thailand. Food Policy, 69: 25-34.
Wood, B.A., Mioulet, V., Henry, E., Gray, A., Azhar, M., Thapa, B., ... & Eschbaumer, M. 2020. Inactivation of foot-and-mouth disease virus A/IRN/8/2015 with commercially available lysis buffers. Journal of Virological Methods, 278: 113835.
Wu, J.Y., & Hsiao, H.I. 2021. Food quality and safety risk diagnosis in the food cold chain through failure mode and effect analysis. Food Control, 120: 107501.
Wu, L., Chiu, M.L., & Chen, K.W. 2020. Defining the determinants of online impulse buying through a shopping process of integrating perceived risk, expectation-confirmation model, and flow theory issues. International Journal of Information Management, 52: 102099.
Wu, L., Zhong, Y., Shan, L., & Qin, W. 2013. Public risk perception of food additives and food scares. The case in Suzhou, China. Appetite, 70: 90-98.
Wu, Y.N., Lin, P., & Chen, J.S. 2018. Food safety risk assessment in China: Past, present and future. Food Control, 90: 212-221.
Wu, Y.N., Liu, P., & Chen, J.S. 2018. Food safety risk assessment in China: Past, present and future. Food Control, 90: 212-221.
Xie, X., Huang, L., Li, J.J., & Zhu, H. 2020. Generational differences in perceptions of food health/risk and attitudes toward organic food and game meat: The case of the COVID-19 crisis in China. International Journal of Environmental Research and Public Health, 17(9): 3148.
Xie, Y., & Peng, S. 2009. How to repair customer trust after negative publicity: the roles of competence, integrity, benevolence, and forgiveness. Psychology & Marketing, 26(7): 572-589.
Xiu, C., & Klein, K.K. 2010. Melamine in milk products in China: Examining the factors that let to deliberate use of the contaminant. Food Policy, 35: 463-470.
Yang, S. 2016. Role of transfer-based and performance-based cues on initial trust in mobile shopping services: a cross-environment perspective. Information Systems and e-Business Management, 14(1): 47-70.
Yiannas, F. 2009. Food safety culture: Creating a behavior-based food safety management system. New York, NY: Springer Science.
Yu, H., Gibson, K.E., Wright, K.G., Neal, J.A., & Sirsat, S.A. 2017. Food safety and food quality perceptions of farmers’ market consumers in the United States. Food Control, 79: 266-271.
Yu, H., Neal, J.A., & Sirsat, S.A. 2018. Consumers’ food safety risk perceptions and willingness to pay for fresh-cut produce with lower risk of foodborne illness. Food Control, 86: 83-89.
Zach, L., Doyle, M.E., Bier, V., & Czuprynski, C. 2012. Systems and governance in food import safety: A U.S. perspective. Food Control, 27(1): 153-162.
Zanin, L.M., da Cunha, D.T., de Rosso, V.V., Capriles, V.D., & Stedefeldt, E. 2017. Knowledge, attitudes and practices of food handlers in food safety: An integrative review. Food Research International, 100: 53-62.
Zeelenberg, M., & Pieters, R. 2004. Beyond valence in customer dissatisfaction: A review and new findings on behavioral responses to regret and disappointment in failed services. Journal of Business Research, 57(4): 445-455.
Zhang, H., Gao, N., Wang, Y., & Han, Y. 2018. Modeling risk governance and risk perception in personal prevention with regard to food safety issues. British Food Journal, 120(12): 2804-2817.
Zhang, Q., Saleh, A.S., & Shen, Q. 2013. Discrimination of edible vegetable oil adulteration with used frying oil by low field nuclear magnetic resonance. Food and Bioprocess Technology, 6(9): 2562-2570.
Zhang, Y., Chen, X., Liu, X., & Zhu, N. 2018. Exploring trust transfer between internet enterprises and their affiliated internet-only banks. Chinese Management Studies, 12(1): 56-78.
Zhigang, W., Lei, Z., & Xintao, L. 2020. Consumer response to corporate hypocrisy from the perspective of expectation confirmation theory. Frontiers in Psychology, 11: 580114.
Zhou, T. 2014. Understanding continuance usage intention of mobile internet sites. Universal Access in the Information Society, 13(3): 329-337.

三、網路
Global Food Safety Initiative; GFSI. 2018. Tackling food fraud through food safety management systems. Accessed online https://mygfsi.com/wp-content/uploads/2019/09/Food-Fraud-GFSI-Technical-Document.pdf. Viewed April 30, 2021.
衛生福利部，2014，「食品安全衛生管理法」部分條文修正草案報告，網站進入日期2021/03/01: https://www.mohw.gov.tw/dl-1988-12fffa9b-b6e4-473f-a382-e4050ffde1c2.html
衛生福利部，2021，網站進入日期2021/04/01: https://www.mohw.gov.tw/mp-1.html
食品安全衛生管理法，2019，網站進入日期2021/03/01: https://law.moj.gov.tw/LawClass/LawAll.aspx?pcode=L0040001