| 期刊論文1. | Oliver, R. L.(1999)。Whence consumer loyalty?。Journal of Marketing,63,33-44。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 2. | Johnson, M. D.、Anderson, E. W.、Fornell, C.(1995)。Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework。Journal of Consumer Research,21(4),695-707。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 3. | Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, Ananthanarayanan Parsu(1996)。The behavioral consequences of service quality。Journal of Marketing,60(2),31-46。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 4. | Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing,56(1),6-21。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 5. | Anderson, Eugene W.、Fornell, Claes、Lehmann, Donald R.(1994)。Customer satisfaction, market share, and profitability: Findings from Sweden。Journal of Marketing,58(3),53-66。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 其他1. | Youjae, A.(1991)。Critical Review of Consumer Satisfaction in review of Marketin。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 2. | Gavin W. F.。Competitive benchmarking。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 3. | James H. Drew, GTE Laboratories Inc.(1998)。Reference and Memory in Customer Satisfaction Studies。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 4. | McKenzie, Sophie(199812)。Future Loyalties。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 5. | Bloemer and Pauwels(1998)。Explaining Brand Loyalty, Dealer Sales loyalty and Dealer after-sales loyalty: The Influence of satisfaction with the car, satisfaction with the sales service and satisfaction with the aafter-sales service。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 6. | Bloemer, Kasper and Lemmink。The Relationship Between Overall Dealer Satisfaction, Satisfaction with the attributes of Dealer Service, Intended Dealer Loyalty and Intended Brand Loyalty: A Dutch Automobiles Case。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 7. | Bloemer and Pauwels(1998)。Explaining Brand Loyalty, Dealer Sales loyalty and Dealer after-sales loyalty: The Influence of satisfaction with the car, satisfaction with the sales service and satisfaction with the aafter-sales service。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 8. | MacCallum, R. C.(1996)。Psychological Method。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | |