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H.(1991)。A Longitudinal Analysis of the Impacts of Service Changes on Customer Attitudes。Journal of Marketing,55(1),1-9。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 8. | Copulsky, Jonathan R.、Wolf, Michael J.(1990)。Relationship Marketing: Positioning for the Future。Journal of Business Strategy,11(4),16-20。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 9. | Fonvielle, W.(1997)。How to Know What Customers Really Want。Training and Development,51(9),40-44。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 10. | Reichheld, Frederick F.、Schefter, Phil(2000)。E-Loyalty。Harvard Business Review,78(4),105-113。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 11. | Grewal, D.、Monroe, K. B.、Krishnan, R.(1998)。The effects of price-comparisons advertising on buyers' perceptions of acquisition value, transaction value, and behavioral intentions。Journal of Marketing,62(2),46-59。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 12. | Lassar, Walfried M.、Winsor, Robert D.、Manolis, Chris(2000)。Service Quality Perspectives and Satisfaction in Private Banking。Journal of Services Marketing,14(3),244-271。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 13. | Brown, G. H.(19520609)。Brand Loyalty-Fact or Fiction。Advertising Age,23,53-55。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 14. | Lee, H.、Lee, Y.、Yoo, D.(2000)。The determinants of perceived service quality and its relationship with satisfaction。Journal of Services Marketing,14(3),217-231。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 15. | Bagozzi, R. P.、Yi, Y.(1988)。On the Use of Structural Equation Model in Experimental Designs。Journal of Marketing Research,26(1),271-284。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 16. | Griffin, Jill(1996)。The Internet's Expanding Role in Building Customer Loyalty。Direct Marketing,59(7),50-54。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 17. | Fornell, Claes、Johnson, Michael D.、Anderson, Eugene W.、Cha, Jaesung、Bryant, Barbara Everitt(1996)。The American Customer Satisfaction Index: Nature, Purpose, and Findings。Journal of Marketing,60(4),7-18。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 18. | Woodruff, Robert B.(1997)。Customer value: The next source for competitive advantage。Journal of the Academy of Marketing Science,25(2),139-153。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 19. | 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。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 20. | Cronin, J. 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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) | 30. | Parasuraman, Ananthanarayanan Parsu、Grewal, Dhruv(2000)。The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda。Journal of the Academy of Marketing Science,28(1),168-174。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 31. | Oliver, Richard L.(1980)。A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions。Journal of Marketing Research,17(4),460-469。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 32. | Bolton, Ruth N.、Lemon, Katherine N.(1999)。A Dynamic Model of Customer's Usage of Services: Usage as an Antecedent and Consequence of Satisfaction。Journal of Marketing Research,36(2),171-186。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 33. | 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。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 34. | Selnes, Fred(1993)。An examination of the effect of product performance on brand reputation, satisfaction and loyalty。Journal of Product & Brand Management,2(4),45-60。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 35. | 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。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 36. | Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing,54(2),69-82。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 37. | 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) | 會議論文1. | Gunther, E. E.(1959)。Evaluating Corporate Image Measurement。The ARF Conference。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 學位論文1. | 黃宏鈞(2001)。企業形象與服務品質對消費者再購行為之影響:顧客關係的中介效果(碩士論文)。國立臺灣大學。 延伸查詢![new window](/gs32/images/newin.png) | 2. | Gremler, Dwayne D.(1995)。The Effect of Satisfaction, Switching Costs, and Interpersonal Bonds on Service Loyalty(博士論文)。Arizona State University,Tempe, Arizona。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 圖書1. | Boulding, Kenneth E.(1959)。The Image。Ann Arbor, Mich.:University of Michigan Press。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 2. | Siywotzky, Adrian J.(1996)。Value Migration。Harvard Business School Press。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 3. | Gronroos, C.(2000)。Service management and marketing: Managing the moment of truth in service competition。Lexington, MA:Lexington Books。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 4. | Jackson, Barbara Bund(1985)。Winning and Keeping Industrial Customers。Lexington Books。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 5. | Jacoby, Jacob、Chestnut, Robert W.(1978)。Brand Loyalty: Measurement and Management。John Wiley & Sons, Inc.。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 6. | Grönroos, Christian(1990)。Service management and marketing: managing the moments of truth service competition。Lexington Books。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 7. | Monroe, Kent B.(1990)。Pricing: Marking Profitable Decision。New York:Harper and Row。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 8. | Howard, John A.、Sheth, Jagdish N.(1969)。The Theory of Buyer Behavior。John Wiley & Sons, Inc.。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 9. | Kotler, Philip(2000)。Marketing Management: Analysis, Planning, Implementation and control。Englewood Cliffss, New Jersey:Prentice Hall。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 10. | Joreskog, K. G.、Sorbom, D.(1993)。LISREL 8: User's Reference Guide。Chicago:Scientific Software。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | |