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W.(1997)。Electronic Commerce in Retailing: Differences Across Retail Formats。The information Society: An International Journal，13(1)，75-91。 | | 13. | Hoffman, Donna L.、Novak, Thomas P.(1997)。A New Marketing Paradigm for Electronic Commerce。The Information Society，13(1)，43-54。 | | 14. | Bitner, Mary Jo(1995)。Building Service Relationships: It's All about Promises。Journal of the Academy of Marketing Science，23(4)，246-251。 | | 15. | Deighton, John、Sorrell, M.(1996)。The Future of Interactive Marketing。Harvard Business Review，74(6)，151-160。 | | 16. | Berry, Leonard L.(1995)。Relationship Marketing of Services: Growing Interest, Emerging Perspectives。Journal of the Academy of Marketing Science，23(4)，236-245。 | | 17. | Hoffman, Donna L.、Novak, Thomas P.(1996)。Marketing in Hypermedia Computer-Mediated Environments: Conceptual Foundations。Journal of Marketing，60(3)，50-68。 | | 18. | Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing，54(2)，69-82。 | 研究報告| 1. | Gibbs, Bruce R.(1996)。Multimedia and Interactive Marketing in the Digital Age。University of Washington。 | 學位論文| 1. | 張峻銘(1997)。互動行銷技術對關係行銷的影響(碩士論文)。國立政治大學。 延伸查詢 | | 2. | Bezjian-Avery, Alexandra M.(1996)。Coginitive Processing of Interactive Marketing(博士論文)。Northwestern University，Evanston, Illinois。 | | 3. | Heeter, C.(1986)。Perspectives for the development of research on media systems(博士論文)。Michigan University，East Lansing, Michigan。 | | 4. | Ku, Linlin(1992)。Impacts of Interactivity from Computer-Mediated Communication in an Organizational Setting: A Study of Electronic Mail(博士論文)。Michigan State University，East Lansing, MI。 | | 5. | Powell, Curtis M.(1995)。Interactive Marketing Technologies: A Causal Analysis of Consumer Intentions(博士論文)。University of South Florida，Tampa, Florida。 | 圖書| 1. | Fitzsimmons, James, A.、Mona, J. F.(1998)。Service Management: Operation, Strategy, and Information Technology。Boston：Irwin/MsGraw Hill。 | | 2. | Heeter, C.(1989)。Media use in the information age: Emerging patterns of adoption and consumer use。NJ：Lawrence Erlbaum Associates。 | | 3. | Hammer, Michael、Champy, James(1993)。Reenginering the Corportation--A Manifesto for Business Revolution。Prentice-Hall。 | | 4. | LaLonde, Bernard J.、Cooper, Martha C.、Noordewier, Thomas G.(1988)。Customer Service: A Management Perspective。Oak Brook, Ill：The Council of Logistics Management。 | | 5. | Peel, Malcolm(1987)。Customer Service。London：Kogan Page。 | | 6. | Molennar, Cor(1996)。Interactive Marketing。Aldershot, England：Grower Palmer。 | | 7. | Rapp, Stan、Collins, Thomas L.(1994)。MaxMarketing for the Winners。Mcgraw-Hill。 | | 8. | Peppers, D.、Rogers, M.(1993)。The one to one future: Building relationships one customer as a time。New York, NY：Doubleday/Currency。 | | 9. | Berry, L. L.、Parasuraman, A.、Zeithaml, V. 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E. X.(1967)。A Helical Model of Communication。Human Communication Theory。New York, NY：Holt, Rinehart and Winston。 | | 8. | 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。 | | 9. | Rice, Ronald E.(1989)。Issues and Concepts in Research on Computer-Mediated Communication Systems。Communication Yearbook。Beverly Hills, CA。 | | 10. | Rice, Ronald E.(1984)。Development of New Media Research。The New Media: Communication, Research, and Technology。Beverly Hills, CA：Sage。 | |