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J.(1995)。Building service relationship: It's all about promises。Journal of the Academy of Marketing Science,23(4),246-251。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 5. | Grönroos, Christian(1997)。Value-driven relational marketing: from products to resources and competencies。Journal of Marketing Management,13(5),407-419。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 6. | 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) | 7. | Morris, M.、Ogan, C.(1996)。The internet as mass audience。Journal of Communication,46(1),39-50。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 8. | Walsh, John、Godfrey, Sue(2000)。The Internet: A New Era in Customer Service。European Management Journal,18(1),85-92。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 9. | Liljander, V.、Strandvik, T.(1995)。The nature of customer relationships in services。Advances in Services Marketing and Management,4(4),141-167。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 10. | Hennig-Thurau, T.(2000)。Relationship Quality and Customer Retention through Strategic Communication of Customer Skills。Journal of Marketing Management,16(1-3),55-79。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 11. | Brown, G. H.(1952)。Brand loyalty--fact or fiction?。Advertising Age,23,53-55。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 12. | Pine, B. J. II、Victor, B.、Boynton, A. C.(1993)。Making Mass Customization Work。Harvard Business Review,71(5),108-119。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 13. | 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) | 14. | Johnson, Michael D.、Fornell, Claes(1991)。A framework for comparing customer satisfaction across individuals and product categories。Journal of Economic Psychology,12(2),267-286。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 15. | Szymanski, David M.、Hise, Richard T.(2000)。E-satisfaction: An initial examination。Journal of Retailing,76(3),309-322。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 16. | Alba, Joseph、Lynch, John、Weitz, Barton、Janiszewski, Chris、Lutz, Richard、Sawyer, Alan A.、Wood, Stacy(1997)。Interactive Home Shopping: Consumer, Retailer, and Manufacturer Incentives to Participate in Electronic Marketplaces。Journal of Marketing,61(3),38-53。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 17. | 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) | 18. | Cronin, J. Joseph Jr.、Brady, Michael K.、Hult, G. Tomas M.(2000)。Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments。Journal of Retailing,76(2),193-218。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 19. | Fornell, Claes、Larcker, David F.(1981)。Evaluating Structural Equation Models with Unobservable Variables and Measurement Error。Journal of Marketing Research,18(1),39-50。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 20. | Selnes, Fred(1993)。An Examination of the Effect of Product Performance on Brand Reputation, Satisfaction and Loyalty。European Journal of Marketing,27(9),19-35。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 21. | Cardozo, Richard N.(1965)。An Experimental Study of Customer Effort, Expectation, and Satisfaction。Journal of Marketing Research,2(3),244-249。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 22. | Kotler, Philp(1992)。Marketing's new paradigm: what's really happening out there?。Planning Review,20(5),50-52。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 23. | Srinivasan, Srini S.、Anderson, Rolph、Ponnavolu, Kishore(2002)。Customer loyalty in e-Commerce: An exploration of its antecedents and consequences。Journal of Retailing,78(1),41-50。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 24. | Surprenant, Carol F.、Solomon, Michael R.(1987)。Predictability and Personalization in the Service Encounter。Journal of Marketing,51(2),86-96。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 25. | Ennew, Christine T.、Binks, Martin R.(1999)。Impact of participative service relationships on quality, satisfaction and retention: An exploratory study。Journal of Business Research,46(2),121-132。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 26. | Hoffman, Donna L.、Novak, Thomas P.(1996)。Marketing in Hypermedia Computer-Mediated Environments: Conceptual Foundations。Journal of Marketing,60(3),50-68。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 27. | 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) | 28. | Vandermerwe, S.(2000)。How Increasing Value to Customers Improves Business Results。Sloan Management Review,42(1),27-37。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 學位論文1. | 劉文豪(1996)。網際網路上電子購物之研究(碩士論文)。東海大學。 延伸查詢![new window](/gs32/images/newin.png) | 2. | Hogan, John E.(1998)。Assessing Relationship Value in Business Markets(博士論文)。University of North Carolina。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 3. | 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. | Jackson, Barbara Bund(1985)。Winning and Keeping Industrial Customers。Lexington Books。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 2. | Barnes, J. G.(2001)。Secrets of Customer Relationship Management: It’s All About How You Make Them Feel。New York:McGraw-Hill Inc.。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 3. | Monroe, K. B.(1991)。Pricing-making Profitable Decisions。New York:McGraw-Hill。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 4. | Allen, Cliff、Kania, Deborah、Yaeckel, Beth(1998)。Internet World Guide to One-to-One Web Marketing。New York, NY:Wiley Computer Pub.。 ![](/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. | Rogers, Everett M.(1986)。Communication Technology: The New Media in Society。New York:Free Press。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 7. | 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) | 8. | 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) | 9. | Williamson, Oliver E.(1985)。The Economic Institutions of Capitalism: Firms Markets, Relational Contracting。Macmillan, Ltd:Free Press。 ![](/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) | 11. | Seybold, P. B.(2000)。Customer Com: How to Create a Profitable Business Strategy for the Internet and Beyond。Boston。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 其他1. | Dean, R.(1998)。Personalizing Your Web Site,http://www.builder.com/business/personal。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 圖書論文1. | Rafaeli, Sheizaf(1988)。Interactivity: From New Media to Communication。Advancing Communication Science: Merging Mass and Interpersonal Processes。Sage。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 2. | Heeter, C.(1989)。Implications of new interactive technologies for conceptualizing communication。Media Use in the information Age: Emerging Patterns of Adoption and Consumer Use。Hillsdale, NJ:Erlbaum。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 3. | Berry, Leonard L.(1983)。Relationship marketing。Emerging Perspectives on Services Marketing。Chicago, Illinois:American Marketing Association。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | |