| 期刊論文1. | Judd, R. C.(1964)。The Case for Redefining Services。The Journal of Marketing,28(1),58-59。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 2. | Hoffman, D. K.、Kelley, S. W.、Rotalsky, H. M.(1995)。Tracking service failures and employee recovery effort。Journal of Services Marketing,9(2),49-61。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 3. | Barksdale, H. C.、Darden, W. R.(1972)。Consumer Attitudes toward Marketing and Consumerism。Journal of Marketing,36,28-35。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 4. | Fimstahl, T. W.(1989)。My employees are my service guarantee。Harvard Business Review,67(4),28-32。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 5. | Rathmell, J. M.(1966)。What is Meant by Service?。Journal of Marketing,30(4),32-36。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 6. | Parasuraman, A、Zeithaml, V. A.、Barry, L. L.(1993)。The nature and determinants of customer exceptions of Science。Journal of academy of marketing service,21(1),1-12。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 7. | Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1991)。Understanding Customer Expectations of Service。Sloan Management Review,32(3),39-48。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 8. | Fornell, C.、Wemerfelt, B.(1987)。Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis。Journal of Marketing Research,24(4),337-346。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 9. | Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review,68(5),105-111。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 10. | LaBarbera, Priscilla A.、Mazursky, David(198311)。A Longitudinal Assessment of Customer Satisfaction/Dissatisfaction: The Dynamic Aspect of the Cognitive Process。Journal of Marketing Research,20(4),393-404。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 11. | Goodwin, Cathy、Ross, Ivan(1992)。Consumer Responses to Service Failures: Influence of Procedural and Interactional Fairness Perceptions。Journal of Business Research,25(2),149-163。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 12. | Smith, A. K.、Bolton, R. N.、Wagner, J.(1999)。A model of customer satisfaction with service encounters involving failure and recover。Journal of Marketing Research,36(3),356-372。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 13. | Gronroos, C.(1988)。Service Quality: The Six Criteria of Good Perceived Service。Review of Business,9(3),10-14。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 14. | Kelley, Scott W.、Davis, Mary A.(1994)。Antecedents to Customer Expectations for Service Recovery。Journal of the Academy of Marketing Science,22(1),52-61。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 15. | Bitner, Mary Jo、Booms, Bernard H.、Tetreault, Mary Stanfield(1990)。The Service Encounter: Diagnosing Favorable & Unfavorable Incidents。Journal of Marketing,54(1),71-84。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 16. | Takeuchi, Hirotaka、Quelch, John A.(1983)。Quality Is More Than Making a Good Product。Harvard Business Review,61(4),139-145。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 17. | Flanagan, John C.(1954)。The Critical Incident Technique。Psychological Bulletin,51(4),327-358。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 18. | Berry, Leonard L.、Parasuraman, A.(1993)。Building a new academic field: The case of services marketing。Journal of Retailing,69(1),13-60。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 19. | Bolton, Ruth N.、Drew, James H.(1991)。A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes。Journal of Marketing,55(1),1-9。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 20. | Bagozzi, Richard P.(1975)。Marketing as Exchange。Journal of Marketing,39(4),32-39。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 21. | Parasuraman, A.、Zeithaml, Valarie A.、Berry, Leonard L.(1994)。Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Future Research。Journal of Marketing,58(1),111-124。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 22. | Carman, James M.(1990)。Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions。Journal of Retailing,66(1),33-55。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 23. | Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing,59(2),71-82。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 24. | Brady, Michael K.、Cronin, J. Joseph Jr.(2001)。Some New Thoughts on Conceptualizing Perceived Service Quality: a Hierarchical Approach。Journal of Marketing,65(3),34-49。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 25. | Lovelock, Christopher H.(1983)。Classifying Services to Gain Strategic Marketing Insights。Journal of Marketing,47(3),9-20。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 26. | Dabholkar, Pratibha A.、Thorpe, Dayle I.、Rentz, Joseph O.(1996)。A measure of service quality for retail stores: scale development and validation。Journal of the Academy of Marketing Science,24(1),3-16。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 27. | Bitner, Mary Jo、Booms, Bernard Henry、Mohr, Lois A.(1994)。Critical Service Encounters: The Employee's Viewpoint。Journal of Marketing,58(4),95-106。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 28. | Boshoff, Christo(1999)。RECOVSAT: An Instrument to Measure Satisfaction with Transaction-specific Service Recovery。Journal of Service Research,1(3),236-249。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 29. | Folkes, Valerie S.(1984)。Consumer Reactions to Product Failure: An Attributional Approach。Journal of Consumer Research,10(4),398-409。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 30. | Heskett, James L.、Sasser, W. Earl Jr.、Hart, Christopher W.(1990)。The Profitable Art of Service Recovery。Harvard business review,68(4),148-156。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 31. | Kelley, Scott W.、Hoffman, K. Douglas、Davis, Mark A.(1993)。A Typology of Retail Failures and Recoveries。Journal of Retailing,69(4),429-452。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 32. | Parasuraman, A. P.、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implication for Future Research。Journal of Marketing,49(4),41-50。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 33. | Richins, Marsha L.(1983)。Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study。Journal of Marketing,47(1),68-78。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 34. | Spreng, Richard A.、Harrell, Gilbert D.、Mackoy, Robert D.(1995)。Service Recovery: Impact on Satisfaction and Intentions。Journal of Services Marketing,9(1),15-23。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 35. | Westbrook, Robert A.(1981)。Sources of Consumer Satisfaction with Retail Outlets。Journal of Retailing,57(3),68-85。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 36. | Fisk, Raymond P.、Brown, Stephen W.、Bitner, Mary Jo(1993)。Tracking the Evolution of the Services Marketing Literature。Journal of Retailing,69(1),61-103。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 37. | Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing,56(3),55-68。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 研究報告1. | Gronroos, Christian(1983)。Strategic Management and Marketing in the Service Sector。Marketing Science Institute。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 學位論文1. | Goodman, R. J., Jr.(1979)。The Uses of Critical Incident Methodology applied to The Development of Waiter-Waitress Training Programs,0。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 2. | Gronroos, C.(1979)。Marketing of Service: A study of the Marketing Function of Service Firms,Finland。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 圖書1. | 郭靜晃、施貞仰(1994)。工業組織心理學。臺北:揚智書局。 延伸查詢![new window](/gs32/images/newin.png) | 2. | Monroe, K. B.、Krishnan, R.(1985)。The Effect of Price on Subjective Product Evaluation。Lexington, MA:Lexington books。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 3. | Berry, L. L.、Parasuraman, A.、Zeithaml, V. A.(1991)。Marketing Services: Competing through Quality。New York:The Free Press。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 4. | Sasser, W. E.、Olsen, R. P.、Wyckoff, D. D.(1978)。Management of Service Operations: Text, Cases and Readings。Boston:Allyn and Bacon, Inc.。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 5. | Zeithaml, Valarie A.、Parasuraman, A.、Berry, Leonard L.(1990)。Delivering Quality Service: Balancing Customer Perceptions and Expectations。New York:Simon and Schuster。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 6. | Juran, J. M.、Gryan, F. M.、Brigham, R. S.(1974)。Quality control handbook。New York:McGraw-Hill Book CO.。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 7. | Crosby, Philip B.(1979)。Quality is Free: the Art of Making Quality Certain。New York:New American Library。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 圖書論文1. | Day, Ralph L.、Landon, E. Laird Jr.(1977)。Toward a Theory of Consumer Complaining Behavior。Consumer and Industrial Buying Behavior。North-Holland。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 2. | Day, Ralph L.(1980)。Research Perspectives on Consumer Complaining Behavior。Theoretical Developments in Marketing。Chicago:American Marketing Association。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | |