參考文獻
一、中文部分
王韻 (2008)，「物質主義者對於商店氣氛的需求與消費者情緒影響購買行為之研究」，華岡紡織期刊，15卷2期：頁112-124。
周泰華，黃俊英，郭德賓 (1999)，「服務品質與顧客滿意評量模式之比較研究」，輔仁管理評論，6卷1期：頁37-68。
林建煌 (2010)，消費者行為概論，台北，華泰文化出版社。
陳素雲 (2008)，網路商店氛圍對消費者行為意向的影響：以認知、情緒及購物價值為中介變數，國立成功大學企業管理學系未出版之博士論文。
陳億貞編譯 (2002)，普通心理學，台北，雙葉出版社。
陳順宇 (2005)，多變量分析，台北，華泰文化書局。
陳薇薇 (2010)，非計畫性購買決策對情緒與後續意願之影響，國立成功大學國際企業研究所未出版之博士論文。黃幹忠，葉光毅，胡太山 (2010)，「市中心商圈逛選動機、情緒與反應之關連模式建構-以高雄市新堀江商圈為實證」，建築學報，72 期：頁147-168。郭得賓，周德華，杜富燕 (2002)，「服務業顧客滿意評量方法之重新檢驗」，台大管理論叢，11卷1期：頁103-132。游恆山譯 (1997)，心理學導論，台北市，五南圖書，(原作者：P.G. Zimbardo & R.J.Gerrig)。
張書豪 (2006)，零售商關係能力之最適搭配架構探索，國立東華大學企業管理學系未出版之博士論文。經濟部商業司 (2004)，業態別顧客滿意度調查，台北，經濟部。
劉財龍 (2009)，「商店印象與服務補救對顧客滿意之影響：以量販店為例」，輔仁管理評論，16卷2期：頁119-158。二、西文部分
Abedniya, A., Zaeim, M. N., & Hakimi, B.Y. (2011). Investigating the relationship between customers’ perceived service quality and satisfaction: Islamic bank in Malaysia. European Journal of Social Sciences, 21(4), 603-624.
Abdullah, D. N. M. A., & Rozario, F. (2009). Influence of service and product quality towards customer satisfaction: A case study at the staff cafeteria in the hotel industry. World Academy of Science, Engineering and Technology, 41(May), 185-190.
Ailawadi K. L., & Keller, K. L. (2004). Understanding retail branding: Conceptual insights and research priorities. Journal of Retailing, 80(4), 331-342.
Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. Journal of Marketing, 58(3), 53-64.
Anderson, E. W., & Mittal, V. (2000). Strengthening the satisfaction profit chain. Journal of Service Research, 3(2), 107-120.
Andreu, L., Bigné, J. E., Chumpitaz, R., & Swaen, V. (2003). Effects of perceived retail environment on consumption emotions, satisfaction and behavioral intentions: a comparison between shopping centers and traditional retailing. IESEG working paper 2003-Mar-2. IESEG School of Management, Catholic University of Lille, Lille, France.
Arons, L. (1961). Does television viewing influence store image and shopping frequency. Journal of Retailing, 37(3), 1-13.
Babakus, E., Bienstock, C. C., ＆ Scooter, R. V. (2004). Linking perceived quality and customer satisfaction to store traffic and revenue growth. Decision Sciences, 35(4), 713-737.
Babin, B. J., & Darden, W. R. (1996). Good and bad shopping vibes: Spending and patronage satisfaction. Journal of Business and Research, 35(3), 201-206.
Bagozzi, R. P., Gopinath, M., & Nyer, P. U. (1999). The role of emotions in marketing. Journal of the Academy of Marketing Science, 27(2), 184-206.
Baker, J. (1987). The role of the environment in marketing services: The consumer perspective. In John A. Czepeil, Carole A. Congram, and James Shanahan (Eds.), The Services Challenge: Integrating for Competitive Advantage (pp. 79-84). Chicago: American Marketing Association.
Baker, J., Levy, M., & Grewal, D. (1992). An experimental approach to making retail store environmental decisions. Journal of Retailing, 68(4), 445-460.
Baker, J., Parasuraman, A., Grewal, D., & Voss, G. B. (2002). The influence of multiple store environment cues on perceived merchandise value and patronage intentions. Journal of Marketing, 66(2), 120-141.
Balderston, F. E. (1956). Assortment choice in whole sale and retail marketing. Journal of Marketing, 21(2), 175-183.
Baron, S., Davies, B., & Swindley, D. (1991). The MacMillan dictionary of retailing. Basingstoke: Macmillan Press.
Barsky, J. D. (1995). World-Class Customer Satisfaction.
Burr Ridge, IL: Irwin.
Baumol, W. L., & Ide, E. A. (1956). Variety in retailing. Management Science, 3(4), 63-101.
Bellizzi, J. A., Crowley, A. E., & Hasty, R.W. (1983). The effects of color in store design. Journal of Retailing, 5(1), 21-45.
Berman, B., & Evans, J. R. (2001). Retailing management: A strategic approach (8th ed.), New Jersey: Prentice Hall.
Betancour, R. & Gautschi, D. (1990). Demand complementarities, household production and retail assortment. Marketing Science, 9(2), 146-161.
Bennett, R., & Rundle-Thiele, S. (2004). Customer satisfaction should not be the only goal. Journal of Services Marketing, 18(7), 514-523.
Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57-71.
Bitner, M. J., Booms, B. H. & Mohr, L. A. (1994). Critical service encounters: The employee’s viewpoint. Journal of Marketing, 58(2), 95-106.
Boatwright, P., & Nunes, J. C. (2001). Reducing assortment: An attribute-based approach. Journal of
Marketing, 65(3), 50-63.
Bone, P. F., & Ellen, P. S. (1999). Scents in the marketplace: Explaining a fraction of olfaction, Journal of Retailing, 75(2), 243-262.
Borin, N., Farris, P. W., & Freeland, J. R. (1994). A model for determining retail product category assortment and shelf space allocation. Decision Science, 25(3), 359-384.
Broniarczyk, S. M., Hoyer, W. D., & McAlister, L. (1998). Consumers’ perceptions of the assortment offered in a grocery category: The impact of item reduction. Journal of
Marketing Research, 35(2), 166-176.
Bultez, A., & Naert, P. (1988). S. H. A. R. P. Shelf allocation for retailers’ profit. Marketing Science, 7, 211-231.
Bultez, A., Naert, P., Gijsbrechts, E., & Abelle, P. V. (1989). Asymmetric cannibalism in retail assortments. Journal of Retailing, 65(2), 153-192.
Cadeaux, J. M. (1999). Category size and assortment in US marco supermarkets, International Review of Retail, Distribution and Consumer Research, 9(4), 367-377.
Cardozo, R. N. (1965). An experimental study of customer effect, expectation and satisfaction. Journal of Marketing Research, 2(3), 244-249.
Chang, C. H., & Tu, C. Y. (2005). Exploring store image, customer satisfaction and customer loyalty relationship: Evidence from Taiwanese hypermarket industry. Journal of American Academy of Business, 7(2), 197-202.
Chebat, J. C., Sirgy, M. J., & Grzeskowiak, S. (2010). How can shopping mall management best capture mall image. Journal of Business Research, 63(7), 735-740.
Churchill G. A., & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. Journal of Marketing Research, 19(4), 491-504.
Crowley, A. E. (1993). The two dimensional impact of color on shopping. Marketing letters, 4(1), 59-69.
Corstjens, M., & Doyle, P. (1981). A model for optimizing retail space allocations. Journal of Marketing, 27(7), 822-833.
Darden, W. R., Erdem, O., & Darden, D. K. (1983). A comparison and test of three causal models of patronage intentions. In William R. Darden and Robert F. Lusch (Eds.), Patronage Behavior and Retail Management (pp. 9-43). New York, NY: North-Holland.
Dhar, S. K., Hoch, S. J., & Kumar, N. (2001). Effective category management depends on the role of the category. Journal of Retailing, 77(2), 165-184.
Dodds, W. B., Kent, B., & Dhruv, G. (1991). Effects of price, brand and store information on buyers’ product evaluations. Journal of Marketing Research, 28(9), 307-319.
Donovan, R. J., & Rossiter, J. R. (1982). Store atmosphere: An environmental psychology approach. Journal of Retailing, 58(3), 34-57.
Donovan, R. J., Rossiter, J. R., Marcoolyn, G., & Nesdale, A. (1994). Store atmosphere and purchasing behavior. Journal of Retailing, 58(1), 34-57.
Dreze, X., Hoch, S. J., & Purk, M. E. (1994). Shelf management and space elasticity. Journal of Retailing, 70(4), 301-326.
Engel, J. F., Blackwell, R. D., & Miniard, P. W. (1993) Consumer Behavior (7th ed.). IL: Hort, Rinehart & Winston.
Eroglu, S. A., Machleit, K., & Barr, T. F. (2005). Perceived retailing and shopping satisfaction: The role of shopping values. Journal of Business Research, 58(8), 1146-1153.
Eroglu, S. A., Machleit, K., & Chebat, J. C. (2005). The interaction of retail density and music tempo: Effects on shopper responses. Psychology and Marketing, 22(7), 577-589.
Fisk, G. (1961). A conceptual model for studying customer image. Journal of Retailing, 37(4), 1-8.
Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, 56(1), 6-21.
Friestad, M., & Thorson, E. (1986). Emotion-eliciting advertising: effects on long term memory and judgment. Advances in Consumer Research, 13(1), 111.
Gilboa, S., & Rafaeku, A. (2003). Store environment, emotions and approach behavior: Applying environmental aesthetics to retailing. The International Review of Retail, Distribution and Consumer Research, 13(2), 195-211
Grewal, D. R., Krishnan, R., Baker, J., & Borin, N. (1998). The effect of store name, brand, name and price discounts on customers’ evaluations and purchase intents, Journal of Retailing, 74(3), 331-352.
Griffin, R. W., Bateman, T. S., Wayne, S. J., & Head, T. C. (1987). Objective and social factors as determinants of task perceptions and responses: An integrated perceived and empirical investigation. Academy of Management Journal, 30(3), 501-523.
Gupta, S., & Pirsch, J. (2008). The influence of retailer’s corporate social rersponsibility program on re-conceptualizing store image. Journal of Retailing and Consumer Services, 15(6), 516-526.
Handelsman, M., & Munson, J. M. (1985). On integrating consumer needs for variety with retailer assortment decisions. Advances in Consumer Research, 12(1), 108-112.
Hart, C., & Rafiq, M. (2006). The dimensions of assortment: A proposed hierarchy of assortment decision making. The International Review of Retail, Distribution and Consumer Research, 16(3), 333-351.
Hartman, K. B., & Spiro, R. L. (2005). Recapturing store image in customer-based store equity: A construct conceptualization, Journal of Business Research, 58(8), 1112-1120.
Helgesen, O., Havold, J., & Nesset, E. (2009). Impacts of store and chain images on the “quality-satisfaction-loyalty” process in petrol retailing. Journal of Retailing and Consumer Services, 17(2), 109-118.
Helgesen, O., & Nesset, E. (2009). Images, satisfaction and antecedents: Drivers of student loyalty? A case study of a Norwegian university college. Corporate Reputation Review, 10(1), 38-59.
Hoch, S. J., Bradlow, E. T. & Wansink, B. (1999). The variety of an assortment, Marketing Science, 18(4), 527-546.
Hollander, S. C. (1966). Notes on the retail according. Journal of Retailing, 42(2), 29-40.
Hu, H., & Jasper, C. R. (2006). Social cues in the store environment and their impact on store image. International Journal of Retail and Distribution Management, 34(1), 25-48.
Hui, M. K., & Bateson, J. E. G. (1991). Perceived control and the effects of crowding and consumer choice on the service experience. Journal of Consumer Research, 18(2), 174-184.
Huffman, C., & Kahn, B. (1998). Variety for sale: Mass customization or mass confusion. Journal of Retailing, 74(4), 491-513.
Izard, C. E. (1977). Human Emotions. New York, NY: Springer.
James, D. L., Durand, R. M., & Dreves, R. A. (1976). The use of a multi-attribute model in a store image study. Journal of Retailing, 52(2), 23-34.
Johnson, M.D., Gustafsson, A., Andreassen, T.W., Lervik, L., & Cha, J. (2001). The evolution and future of national customer satisfaction index models. Journal of Economic Psychology, 22(2), 217-245.
Joyce, L. M., & Lambert, R. D. (1996). Memories of the way stores and retail store image. International Journal of Retail and Distributin Management Bradford, 24(1), 24-33.
Katz, M. (1984). Firm specific differentiation and competition among multiproduct firms. Journal of Business, 57(1), 5149-5160.
Kahn, B. E., & Lehman, D. E. (1991). Modeling choice among assortments. Journal of Retailing, 67(3), 274-299.
Kahn, B. E. (1999). Introduction to the special issue: Assortment planning. Journal of Retailing, 75(3), 289-293.
Koelemeijer, K., & Oppewal, H. (1999). Assessing the effects of assortment and ambience: A choice experimental approach. Journal of Retailing, 75(3), 319-345.
Kotler, P. (1973). Atmospherics as a marketing tool. Journal of Retailing, 49(4), 48-64.
Kotler, P. (1997). Marketing Management Analysis, Planning, Implementation, and Control. Upper Saddle River, NJ: Prentice Hall.
Kotler, P. (2003). Marketing Management (11th ed.). Upper Saddle River, NJ: Prentice-Hall Inc.
Koo, D. M. (2003). Inter-relationship among store image, store satisfaction, and store loyalty among Korean discount retail patron. Asia Pacific Journal of Marketing and Logistics, 15(4), 2003.
Kristenson, L. (1983). Strategic planning in retailing. European Journal of Marketing, 17(2), 43-59.
Kumar, V., & Karande, K. (2000). The effect of retail store environment on retailer performance. Journal of Business Research, 49(2), 167-181.
Kumar, V., & Leone, R. (1988). Measuring the effects of the retail store promotions on brand and store substitution. Journal of Marketing Research, 25(2), 178-185.
Kunkel, J. H., & Berry L. L. (1968). A behavioral conception of retail image. Journal of Marketing, 32(3), 21-28.
Lee, J., & Steckel, J. H. (1999). Consumer strategies for purchasing assortment within a single product class. Journal of Retailing, 75(3), 387-403.
Lee, S. E., & Kunz, G. I. (2001). Assortment diversity in relation to financial productivity: contributions towards merchandising theory. The Journal of Fashion Marketing and
Management, 5(4), 303-312.
Levy, M., & Weitz, B. A. (2004). Retailing management (5th ed.). New York, NY: Irwin/McGraw-Hill.
Leszczyc, P., Popkowski, T. L., & Timmermans, H. (2001). Experimental choice analysis of shopping strategies. Journal of Retailing, 77(4), 493-509.
Lin, I. Y. (2010). The combined effect of color and music on customer satisfaction in hotel bars. Journal of Hospitality Marketing and Management, 19(1), 22-37.
Lin, M. Q., & Chiang, Y. F. (2010). The influence of store environment on perceived experiential value and behavior intention. Asia Pacific Management Review, 15(2), 281-299.
Lindquist, J. D. (1974). Meaning of image: A survey of empirical and hypothetical evidence. Journal of Retailing, 50(4), 29-38.
Martineau, P. (1958). The personality of the retail store. Harvard Business Review, 36(1), 47-55.
Mattila, A. S., & Wirtz, J. (2001). Congruency of scent and music as a driver of in-store evaluations and behavior. Journal of Retailing, 77(3), 273-289.
Mazursky, D., & Jacoby, J. (1986). Exploring the development of store images. Journal of Retailing, 62(2), 145-165.
McDougall, H. G. (2000). Customer satisfaction with services: Putting perceived value into the equation. The Journal of Service Marketing, 14(5), 392-407.
Mehrabian, A., & Russell, J. A. (1974). An approach to environmental psychology. Cambridge, MA: MIT press.
Michon, R., Chebat, J. C., & Turley, L. W. (2005). Mall atmospherics: The interaction effects of the mall environment on shopping behavior. Journal of Business Research, 58(5), 576-583.
Milliman, R. E. (1982). Using background music to affect the behavior of supermarket shoppers. Journal of Marketing, 46(3), 86-91.
Mitcrell, V. W. (2001). Re-conceptualizing consumer store image processing using perceived risk. Journal of Business Research, 54(3), 67-172.
Monroe, K. B., & Guiltinan, J. P. (1975). A path-analytic exploration of retail patronage influences. Journal of Consumer Research, 2(1), 19-28.
Moorthy, S. (1984). Market segmentation, self-selection, and product line design. Marketing Science, 3(4), 288-307.
Morales, A., Kahn, B. E., McAlister, L., & Broniarczyk, S. M. (2005). Perceptions of assortment variety: The effects of congruency between consumers’ internal and retailers’ external organization. Journal of Retailing, 81(2), 159-169.
Moriarty, M. (1985). Retail promotional effects on intra and interbrand sales performance. Journal of Retailing, 61(3), 27-47.
Morrin, M., & Ratneshwar, S. (2000). The impact of ambient scent on evaluation, attention, and memory for familiar and unfamiliar brands. Journal of Business Research, 49(2), 157-165.
Morrison, M., Gan, S., Dubelaar, C., & Oppewal, H. (2011). In-store music and aroma influence on shopper behavior and satisfaction. Journal of Business Research, 64(6), 558-564.
Nek Kamal, Y. Y., Azman, I., Zubrina, R. J., & Salomawati, I. (2010). Service quality dimensions, perceive value and customer satisfaction: Abc relationship model testing. International Business Education Journal, 2(1), 1-18.
Nevin, J. R., & Houston, M. J. (1980). Image as a component of attraction to intra-urban shopping areas. Journal of Retailing, 56(1), 77-93.
Nyer, P. U. (1997). A study of the relationship between cognitive appraisals and consumption emotions. Journal of Academy of Marketing Science, 25(4), 296-304.
Ojo, O. (2010). The relationship between service quality and customer satisfaction in the telecommunication industry: Evidence from Nigeria, Broad Research in Accounting. Negotiation, and Distribution, 1(1), 88-100.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequence of satisfaction decisions. Journal of Marketing Research, 17(4), 460-469.
Oliver, R. L. (1981). Measurement and evaluation of satisfaction process in retail setting. Journal of Retailing, 57(3), 25-47.
Oliver, R. L., & DeSarbo, W. S. (1988). Response determinants in satisfaction judgments. Journal of Consumer Research, 14(4), 495-507.
Olorunniwo, F., Hsu, M. K., & Udo, G. J. (2006). Service quality, customer satisfaction, and behavioral intentions in the service factory. Journal of Service Marketing, 20(1), 59-74.
Oren, S., Smith, S., & Wilson, R. (1984). Pricing a product line. Journal of Business, 57(1), S73-S99.
Oxenfeld, A. R. (1974). Developing a favourable price-quality image. Journal of Retailing, 50(4), 8-14.
Parasuraman, A., Zeithaml, V.A., & Berry, L. L. (1985). A conceptual model of service quality and it’s implications for future research. Journal of Marketing, 49(4), 41-50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item for measuring consumer perception of service quality. Journal of Retailing, 64(1), 12-40.
Parker, C., & Mathews, B. P. (2001). Customer satisfaction: contrasting academic and consumer’s interpretations. Marketing Intelligence and Planning, 19(1), 38-44
Peterson, R. A., & Kerin, R. A. (1983). Patronage influence and retail management (pp. 38-115). New York, NY: North-Holland.
Plutchik, R. (1980). A language for the emotion. Psychology Today, Feb. 67-73.
Rajaram, K. (2001). Assortment planning in fashion retailing: Methodology, application and analysis. European Journal of Operational Research, 129(1), 186-208.
Ranaweera, C., & Prabhu, J. (2003). On the relative importance of customer satisfaction and trust as determinants of customer retention and positive word of mouth, Journal of Targeting. Measurement and Analysis for
Marketing, 12(1), 82-90.
Reardon, J., Miller, C. E., & Coe, B. (1995). Applied scale development: measurement of store image. Journal of Applied Business Research, 11(4), 85-93.
Savitt, R. (1984). The Wheeel of retailing and retail product management. European Journal of Marketing, 18(6/7), 43-54.
Simonson, I. (1999). The effect of product assortment on buyer preferences, Journal of Retailing, 75(3), 347-370.
Sirgy, M. J., Grewal, D., & Mangleburg, T. (2000). Retail environment, self-congruity, and retail patronage: An Integrated model and a research agenda. Journal of Business Research, 49(2), 127-138.
Seock, Y. K. (2009). Influence of retail store environment cues on consumer patronage behavior across different retail store formats: An empirical analysis of US hispanic consumers. Journal of Retailing and Consumer Services, 16(5), 329-339.
Sherman, E., Mathur, A., & Smith, R. B. (1997). Store environment and consumer purchase behavior: Mediating role of consumer emotions, Psychology and Marketing, 14(4), 361-378.
Spangenberg, E. R., Crowley, A. E., & Henderson, P. W. (1996). Improving the store environment: do olfactory cues affect evaluations and behaviors. Journal of Marketing, 60(4), 67-80.
Stassen, R. E., & Waller, M. A. (2002). Logistics and assortment depth in the retail supply chain: evidence from grocery categories. Journal of Business Logistics, 23(1), 125-143.
Stassen R. E., Mittelstaedt, J. D., & Mittelstaedt, R. A. (1999). Assortment overlap: Its effect on shopping pattern in a retail market when the distributions of prices and goods are known. Journal of Retailing, 75(3), 371-386.
Sweeney, J. C., ＆ Wyer, F. (2002). The role of cognitions and emotions in the music-approach-avoidance behavior relationship. Journal of Services Marketing, 16(1), 51-69.
Tam, L. M. (2004). Customer satisfaction, service quality and perceived value: an integrative model. Journal of Marketing Management, 20(7), 897-912.
Thorsten, H. T., & Ursula H. (2000). Relation Marketing: Gaining Competitive Advantage Through Customer Satisfaction and Customer Retention. Springer Verlag, Berlin, Heidelberg, New York.
Tsiotsou, R. (2005). Perceived quality levels and their relation to involvement, satisfaction, and purchase intentions. Marketing Bulletin, 16, Research Note 4.
Turley, L. W., & Milliman, R. E. (2000). Atmospheric effects on shopping behavior a review of the experimental evidences. Journal of Business Research, 49(2), 193-211.
Urban, T. (1998). An inventory-theoretic approach to product assortment and shelf-space allocation. Journal of Retailing, 74(1), 15-35.
Van Ketel, E., Van Bruggen, G. H., & Smidts, A. (2003). How assortment variety affects assortment attractiveness. Proceedings of the European Marketing Academy Conference, May, Strathclyde University, Glasgow.
Vazquez, D., & Bruce, M. (2002). Design management - The unexplored retail marketing competence. International Journal of Retail and Distribution Management, 30(4), 202-210.
Wakefield, K. L., & Baker, J. (1998). Excitement at the mall: Determinants and effects on shopping response. Journal of Retailing, 74(4), 515-539.
Walters, R. G. (1991). Assessing the impact of retail price promotions on product substitution, complementary purchase, and interstore sales displacement. Journal of Marketing, 55(2), 17-28.
Ward, J.C., Bitner, M. J., & Barnes, J. (1992). Measuring the prototypical and measuring of retail environments. Journal of Retailing, 68(2), 94-220.
Wirtz, J., Mattila, A. S., & Tan, R. L. P. (2000). The moderating role of target-arousal on the impact of affect on satisfaction- an examination in the context of service experiences. Journal of Retailing, 76(3), 347-365.
Woodruff, R. B. (1997). Customer value: The next source for competitive advantage. Journal of the Academy of Marketing Science, 25(2), 139-153.
Wong, A. (2000). Integrating supplier satisfaction with customer satisfaction. Total Quality Management, 11(4), S427-S432.
Wyckham, R. G. (1974). Consumer image of retail institution: Handbook of Marketing Research. New York, NY: McGraw-Hill.
Yoo, C., Park, J., & Maclnnis, D. J (1998). Effects of store characteristics and in-store emotional experiences on store attitude. Journal of Business Research, 42(3), 253-263.
Zeitlin, D. M., & West, R. A. (1986). Service Marketing. New York, NY: McGraw-Hill.
Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2-22.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2009). Service Marketing. New York, NY: McGraw-Hill.