| 期刊論文| 1. | Van Dyke, T. P.、Prybutok, V. R.、Kappelman, L. A.(1999)。Cautions on the use of the SERVQUAL measure to assess the quality of information systems services。Decision Sciences，30(3)，877-891。   | | 2. | Finn, D. W.、Lamb, C. W. Jr.(1991)。An evaluation of the SERVQUAL Scales in a retailing setting。Advances in Consumer Research，18(1)，483-490。 | | 3. | Cronbach, L. J.、Furby, L.(1970)。How we should measure 'change': Or should we?。Psychological Bulletin，74(1)，68-80。 | | 4. | Kettinger, W. J.、Lee, C. C.(1997)。Pragmatic Perspectives on the Measurement of Information Systems Service Quality。MIS Quarterly，21(2)，223-240。 | | 5. | Anderson, J. C.(1987)。An Approach for Comfirmatory Measurement and Structural Equation Modeling of Organizational Properties。Management Science，33(4)，525-541。 | | 6. | Kettinger, W. J.、Lee, C. C.(1999)。Replication of Measures in Information Systems Research: The Case of IS SERVQUAL。Decision Sciences，30(3)，893-899。 | | 7. | Lord, F. M.(1958)。The Utilization of Unreliable Difference Scores。Journal of Educational Psychology，49(3)，150-152。 | | 8. | Marsh, H. W.、Hocevar, D.(1988)。A New More Powerful Approach to Multitrait-Multimethod Analysis: Application of Second-Order Confirmatory Analysis。Journal of Applied Psychology，73(1)，107-117。 | | 9. | Peter, J. P.、Churchill, G. A.、Brown, T. J.(1993)。Caution in the Use of Difference Scores in Consumer Research。Journal of Consumer Research，19(1)，655-662。 | | 10. | Prakash, V.、Lounsbury, J. W.(1983)。A Reliability Problem in the Measurement of Disconfirmation of Expectations。Advances in Consumer Research，10，244-249。 | | 11. | Wall, T. D.、Payne, R.(1973)。Are Deficiency Scores Deficient?。Journal of Applied Psychology，58(3)，322-326。 | | 12. | Van Dyke, T. P.、Kappelman, L. A.、Prybutok, V. R.(1997)。Measuring Information Systems Service Quality: Concerns on the Use of the SERVQUAL Questionnaire。MIS Quarterly，21(2)，195-208。 | | 13. | Parasuraman, A.、Zeithaml, Valarie A.、Berry, Leonard L.(1994)。Alternative Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria。Journal of Retailing，70(3)，201-230。 | | 14. | Babakus, Emin、Boller, Gregory W.(1992)。An Empirical Assessment of the SERVQUAL Scale。Journal of Business Research，24(3)，253-268。 | | 15. | Hjorth-Andersen, Chr.(1984)。The Concept of Quality and the Efficiency of Markets for Consumer Products。Journal of Consumer Research，11(2)，708-718。 | | 16. | Kettinger, W. J.、Lee, Sunro、Lee, Choong C.(1995)。Global Measures of Information Service Quality: A Cross-National Study。Decision Sciences，26(5)，569-588。 | | 17. | MacCallum, R. C.(1986)。Specification searches in covariance structure modeling。Psychological Bulletin，100(1)，107-120。 | | 18. | Segars, A. H.、Grover, V.(1993)。Re-examining ease of use and usefulness: A confirmatory factor analysis。MIS Quarterly，17，517-525。 | | 19. | Teas, R. K.(1993)。Expectations, Performance Evaluation and Consumers' Perception of Quality。Journal of Marketing，57(4)，18-34。 | | 20. | Bagozzi, R. P.、Yi, Y.、Phillips, L. W.(1991)。Assessing construct validity in organizational reseasrch。Administrative Science Quarterly，36(3)，421-458。 | | 21. | Brown, T. J.、Churchill, G. A. Jr.、Peter, J. P.(1993)。Research Note: Improving the Measurement of Service Quality。Journal of Retailing，69(1)，127-139。 | | 22. | Cronin, Joseph J. Jr.、Taylor, Steven A.(1994)。SERVPERF Versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality。The Journal of Marketing，58(1)，125-131。 | | 23. | Teas, R. Kenneth(1994)。Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment。Journal of Marketing，58(1)，132-139。 | | 24. | Galletta, D. F.、Lederer, A. L.(1989)。Some cautions on the measurement of user information satisfaction。Decision Sciences，20(3)，419-438。 | | 25. | 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。 | | 26. | Parasuraman, Anantharanthan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1991)。Refinement and Reassessment of the SERVQUAL Scale。Journal of Retailing，67(4)，420-450。 | | 27. | Bagozzi, Richard P.、Phillips, Lynn W.(1982)。Representing and Testing Organizational Theories: A Holistic Construal。Administrative Science Quarterly，27(3)，459-489。 | | 28. | Carman, James M.(1990)。Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions。Journal of Retailing，66(1)，33-55。 | | 29. | Venkatraman, N.(1989)。Strategic orientation of business enterprises: The construct, dimensionality, and measurement。Management Science，35(8)，942-962。 | | 30. | Anderson, James C.、Gerbing, David W.(1988)。An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment。Journal of Marketing Research，25(2)，186-192。 | | 31. | Marsh, H. W.、Hocevar, D.(1985)。Application of Confirmatory Factor Analysis to the Study of Self-Concept: First and Higher Order Factor Models and Their Invariance Across Groups。Psychological Bulletin，97(3)，562-582。 | | 32. | Ives, Blake、Olson, Margrethe H.、Baroudi, Jack J.(1983)。The Measurement of User Information Satisfaction。Communications of the ACM，26(10)，785-793。 | | 33. | DeLone, William H.、McLean, Ephraim R.(1992)。Information Systems Success: The Quest for the Dependent Variable。Information Systems Research，3(1)，60-95。 | | 34. | Anderson, James C.、Gerbing, David W.(1988)。Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach。Psychological Bulletin，103(3)，411-423。 | | 35. | Kettinger, William J.、Lee, Choong C.(1994)。Perceived Service Quality and User Satisfaction with the Information Services Function。Decision Sciences，25(5/6)，737-766。 | | 36. | Bollen, Kenneth A.(1989)。A New Incremental Fit Index for General Structural Equation Models。Sociological Methods & Research，17(3)，303-316。 | | 37. | Bentler, Paul M.、Chou, Chih-ping(1987)。Practical Issues in Structural Modeling。Sociological Methods and Research，16(1)，78-117。 | | 38. | Segars, Albert H.、Grover, Varun(1998)。Strategic Information Systems Planning Success: An Investigation of the Construct and Its Measurement。MIS Quarterly，22(2)，139-163。 | | 39. | Garvin, David A.(1983)。Quality on the Line。Harvard Business Review，61(5)，64-75。 | | 40. | 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。 | | 41. | 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。 | | 42. | Mulaik, Stanley A.、James, Larry R.、van Alstine, Judith、Bennett, Nathan、Lind, Sherri、Stilwell, C. Dean(1989)。Evaluation of Goodness-of-Fit Indices for Structural Equation Models。Psychological Bulletin，105(3)，430-445。 | | 43. | Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。 | | 44. | Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing，64(1)，12-40。 | | 45. | Boulding, William、Kalra, Ajay、Staelin, Richard、Zeithaml, Valarie A.(1993)。A Dynamic Process Model of Service Quality: From Expectation to Behavioral Intentions。Journal of Marketing Research，30(1)，7-27。 | | 46. | Zeithaml, Valarie A.(1988)。Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence。Journal of Marketing，52(3)，2-22。 | | 47. | Johns, G.(1981)。Difference Score Measures of Organizational Behavior Variables: A Critique。Organizational Behavior and Human Performance，27，443-463。 | 會議論文| 1. | Brensinger, R. P.、Lambert, D. M.(1990)。Can the SERVQUAL Scale Be Generalized to Business-to-Business Services?。Knowledge Development in Marketing, AMA's Summer Educators Conference。Boston, MA。289。 | 研究報告| 1. | Zeithaml, V. A.(1987)。Defining and Relating Price, Perceived Quality, and Perceived Value。Cambridge, MA：Marketing Science Institute。 | 圖書| 1. | Kerlinger, F. N.(1978)。Foundation of Behavioral Research。McGraw-Hill。 | | 2. | Bagozzi, R. P.(1980)。Causal Modeling in Marketing。New York, NY：Wiley & Sons。 | | 3. | James, Lawrence R.、Mulaik, Stanley A.、Brett, Jeanne M.(1982)。Causal Analysis: Assumptions, Models, and Data。Beverly Hills, California：Sage Publications。 | | 4. | Byrne, Barbara M.(1998)。Structural equation modeling with LISREL, PRELIS, and SIMPLIS: Basic concepts, applications, and programming。Lawrence Erlbaum Associates。 | | 5. | Whinston, Andrew B.、Stahl, Dale O.、Choi, Soon-Young(1997)。The Economics of Electronic Commerce。Indianapolis, IN：Macmillan Technical Publishing。 | | 6. | Zeithaml, Valarie A.、Parasuraman, A.、Berry, Leonard L.(1990)。Delivering Quality Service: Balancing Customer Perceptions and Expectations。New York：Simon and Schuster。 | | 7. | Bollen, K. A.(1989)。Structural Equations with Latent Variables。New York：John Wiley & Sons。 | | 8. | Babbie, Earl Robert(1998)。The Practice of Social Research。International Thomson Publishing：Wadsworth。 | | 9. | Jöreskog, Karl G.、Sörbom, Dag(1993)。LISREL 8: Structural Equation Modeling with the SIMPLIS Command Language。Scientific Software International。 | | 10. | Hair, Joseph F. Jr.、Anderson, Rolph E.、Tatham, Ronald L.、Black, William C.、Babin, B. J.(1992)。Multivariate Data Analysis。Macmillan。 | 圖書論文| 1. | Jöreskog, K. G.(1993)。Testing structural equation models。Testing structural equation models。Sage。 | | 2. | West, S. G.、Finch, J. F.、Curran, P. J.(1995)。Structural equation models with nonnormal variables: Problems and remedies。Structural equation modeling: Concepts, issues, and applications。Sage。 | | 3. | Hu, L. T.、Bentler, P. M.(1995)。Evaluating Model Fit。Structural equation modeling: Concepts, issues, and applications。Sage。 | | 4. | Browne, Michael W.、Cudeck, Robert(1993)。Alternative ways of assessing model fit。Testing Structural Equation Models。Sage。 | |
| |