|
1.行政院經濟建設委員會(2009)。服務業發展方案。上網日期：100 年5 月6 日。取自
http://www.cepd.gov.tw/dn.aspx?uid=7276
2.國家通訊傳播委員會(2011)。行動通信業務營運狀況。上網日期：100 年5 月6 日。
取自http://www.ncc.gov.tw/chinese/news.aspx?site_content_sn=2016&is_history=0
3.Anderson, E. W., Fornell, C., & Lehman, D. R. (1994). Customer satisfaction,
market share, and profitability: Findings from Sweden. Journal of
Marketing, 58(3), 53-66.
4.Anderson, E. W., & Sullivan, M. W. (1993). The Autecedents and consequences
of customer satisfaction for firms. Marketing Science, 2, 125-143.
5.Bei, L. T., & Shang, C. F. (2006). Building marketing strategies for state-
owned enterprises against private ones based on the perspectives of
consumer satisfaction and service quality. Journal of Retailing and
consumer Services, 13, 1-13.
6.Burns, A. C. (1986). Generating marketing strategy priorities based on
relative competitive position. The Journal of Consumer Marketing, 3(4), 49-
56.
7.Cardozo, R. N. (1965). An experimental study of customer effort, expectation
and satisfaction. Journal of Marketing Research, 2, 244-249.
8.Carman, J. M. (1990). Consumer perceptions of service quality: An assessment
of the SERVQUAL dimensions. Journal of Retailing, 66(1), 33-55.
9.Carrillat, F. A., Jaramillo, F., & Mulki, J. P. (2007). The validity of the
SERVQUAL and SERVPERF scales: A meta-analytic view of 17 years of research
across five continents.International Journal of Service Industry
Management, 18(5), 472-490.
10.Chiu, Y. C., Chen, B. S., Shyu, J. Z., & Tzeng, G. H. (2006). An evaluation
model of new product launch strategy. Technovation, 26(11), 1244-1252.
11.Churchill, G. A. Jr., & Surprenant, C. (1982). An investigation to the
determinants of customer satisfaction. Journal of Marketing Research, 19
(11), 491-504. 52
12.Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A re-
examination and extension. Journal of Marketing, 56, 55-58.
13.Deng, W. J. (2007). Using a revised important-performance analysis approach:
The case of Taiwanese hot springs tourism. Tourism Management, 28(5), 1274-
1284.
14.Dolinsky, A. L. (1991). Considering the competition in strategy development:
An extension of importance-performance analysis. Journal of Health Care
Marketing, 11, 31-37.
15.Eskildsen, J. K., & Kristensen, K. (2006). Enhancing importance–performance
analysis. International Journal of Productivity and performance Management,
55(1/2), 40–60.
16.Fornell, C. (1992). A national customer satisfaction barometer: The Swedish
experience. Journal of Marketing, 56(1), 1-18.
17.Fontela, E., & Gabus, A. (1976). The DEMATEL Observer, DEMATEL 1976 Report.
Switzerland, Geneva: Battelle Geneva Research Center.
18.Fontenot, G., Henke, L., & Carson, K. (2005). Take action on customer
satisfaction. Quality Progress, 38(7), 40-47.
19.Friesner, D., Neufelder, D., Raisor, J., & Bozman, C. S. (2009). How to
improve patient satisfaction when patients are already satisfied: A
continuous process-improvement approach. Hospital Topics, 87(1), 24-40.
20.Gabus, A., & Fontela, E. (1973). Perceptions of the world problematique:
Communication procedure, communicating with those bearing collective
responsibility, DEMATEL report No. 1. Geneva, Switzerland: Battelle Geneva
Research Center.
21.Garvin, D. A. (1987). Competing on eight dimensions of quality. Harvard
Business review, 65(6), 101-109.
22.Gronroos, C. (1984). A service quality model and its marketing implications.
European Journal of Marketing, 18(4), 37-45.
23.Hajime, Y., Kenichi, I., & Hajime, M. (2005). An innovative product
development process for resolving fundamental conflicts. Journal of the
Japan Society for Precision Engineering, 71(2), 216-222.
24.Hall, A. D. (1969). Three dimensional morphology of systems engineering.
IEEE Transations in System Science and Cybernetics, 5(2), 156-160.
25.Hernon, P., Niteck, D. A., & Altman, E. (1999). Service quality and customer
satisfaction: An assessment and future directions. The Journal of Academic
Librarianship, 25(1),9-17.
26.Hori, S., & Shimizu, Y. (1999). Designing methods of human interface for
supervisory control systems. Control Engineering Practice, 7(11), 1413-1419.
27.Huang, C. Y., Shyu, Joseph Z., & Tzeng, G. H. (2007). Reconfiguring the
innovation policy portfolios for Taiwan's SIP mall industry. Technovation,
27(12), 744-765.
28.Hurley, R. H., & Estelami, H. (1998). Alternative indexes for monitoring
customer perceptions of service quality：A comparative evaluation in a
retail context. Journal of Academy of Marketing Science, 26 (3), 209-221.
29.Juran, J. M. (1974). Quality control handbook. NY: McGraw-Hill Book Co.
30.Kim, Y. H. (2006). Study on impact mechanism for beef cattle farming and
importance of evaluating agricultural information in Korea using DEMATEL,
PCA and AHP. Agricultural Information Research, 15(3), 267–280.
31.Koivumaki, T., Ristola, A., & Kesti, M. (2008). The effects of information
quality of mobile information services on user satisfaction and service
acceptance-empirical evidence from Finland. Behaviour & Information
Technology, 27(5), 375-385.
32.Kolter, W. J. (2000). Marketing management. NY: Prentice Hall International
Inc.
33.Lagace, R. R., Robert, D. & Gassenheimer, J. B. (1991). The relevance of
ethical salesperson behavior on relationship quality: The pharmaceutical
industry. The Journal of Personal Selling & Sales Management, 11(4), 39-47.
34.Lee, Y. C., Hsieh, Y. F., & Huang, C. W. (2010). Using gap analysis and
implicit importance to modify SIPA. In Qi Ershi, Liu Binghui, Shen Jiang &
Dou Runliang (Eds.),2010 IEEE 17th International Conference on Industrial
Engineering and Engineering Management(pp. 175-179). Beiging: IEEE Press.
35.Lee, Y. C., & Hsieh, Y. F. (2011). Modifying IPA with DEMATEL composite
importance. Paper presented at the meeting of 2011 International Conference
on Fuzzy Systems and Neural Computing , Hong Kong, China.
Lee, Y. C., & Hsieh, Y. F. (2011). Using DEMATEL to implement LibQUAL
|