| 期刊論文| 1. | Sharp, B. M.(1993)。Managing Brand Extension。Journal of Consumer Marketing，10(3)，11-17。   | | 2. | Garvin, D. A.(1984)。What Does 'Product Quality' Really Mean?。Sloan Management Review，26(1)，25-43。 | | 3. | 林能白、丘宏昌(19990600)。服務品質之研究--服務人員人格特質之影響分析與應用。管理學報，16(2)，175-200。 延伸查詢 | | 4. | Voss, Glenn B.、Parasuraman, A.、Grewal, Dhruv(1998)。The roles of price, performance, and expectations in determining satisfaction in service exchanges。Journal of Marketing，62(4)，46-61。 | | 5. | Farquhar, P. H.(1990)。Managing Brand Equity。Journal of Advertising Research，30(4)，7-12。 | | 6. | Athanassopoulos, A. D.(2000)。Customer satisfaction cues to support market segmentation and explain switching behavior。Journal of Business Research，47(3)，191-207。 | | 7. | Lehtinen, Jarno R.、Lehtinen, Uolevi(1991)。Two Approaches to Service Quality Dimensions。The Service Industries Journal，11(3)，287-303。 | | 8. | Shostack, G. Lynn(1977)。Breaking Free from Product Marketing。Journal of Marketing，41(2)，73-80。 | | 9. | Aaker, Jennifer L.(1997)。Dimensions of brand personality。Journal of Marketing Research，34(3)，347-356。 | | 10. | 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。 | | 11. | Keller, Kevin Lane(1993)。Conceptualizing, Measuring, and Managing Customer-Based Brand Equity。Journal of Marketing，57(1)，1-22。 | | 12. | 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。 | | 13. | Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, Ananthanarayanan Parsu(1996)。The behavioral consequences of service quality。Journal of Marketing，60(2)，31-46。 | | 14. | Grönroos, Christian A.(1984)。A Service Quality Model and its Marketing Implications。European Journal of Marketing，18(4)，36-44。 | | 15. | Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing，56(1)，6-21。 | | 16. | Lovelock, Christopher H.(1983)。Classifying Services to Gain Strategic Marketing Insights。Journal of Marketing，47(3)，9-20。 | | 17. | Levitt, Theodore(1972)。Production-Line Approach to Service。Harvard Business Review，50(5)，41-52。 | | 18. | Churchill, Gilbert A. Jr.、Surprenant, Carol(1982)。An Investigation into the Determinants of Customer Satisfaction。Journal of Marketing Research，19(4)，491-504。 | | 19. | Oliver, Richard L.(1981)。Measurement and evaluation of satisfaction processes in retail settings。Journal of Retailing，57(3)，25-48。 | | 20. | 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。 | | 21. | Plummer, Joseph T.(2000)。How Personality Makes a Difference?。Journal of Advertising Research，40(6)，79-83。 | | 22. | Park, C. Whan、Jaworski, Bernard J.、MacInnis, Deborah J.(1986)。Strategic Brand Concept-Image Management。Journal of Marketing，50(4)，135-145。 | | 23. | Sirgy, Mack Joseph(1982)。Self-concept in consumer behavior: A critical review。Journal of Consumer Research，9(3)，287-300。 | | 24. | Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。 | | 25. | 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。 | | 26. | 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。 | | 27. | Belk, Russell W.(1988)。Possessions and the Extended Self。Journal of Consumer Research，15(2)，139-168。 | 圖書| 1. | Kotler, Philip、Armstrong, Gary(1996)。Principles of Marketing。Englewood Cliffs, NJ：Prentice-Hall International, Inc.。 | | 2. | 洪順慶(1998)。行銷管理。臺北市：新陸書局。 延伸查詢 | | 3. | Sasser, W. E.、Olsen, R. P.、Wyckoff, D. D.(1978)。Management of Service Operation: Text and Cases。Allyn and Bacon Inc.。 | | 4. | Juran, J. M.、Gryan, F. M.、Brigham, R. S.(1974)。Quality control handbook。New York：McGraw-Hill Book CO.。 | | 5. | Crosby, Philip B.(1979)。Quality is Free: the Art of Making Quality Certain。New York：New American Library。 | | 6. | Kotler, Philip J.(1991)。Marketing Management: analysis, Planning, Implementation and Control。Prentice-Hall。 | | 7. | Zeithaml, Valarie A.、Bitner, Mary Jo(2000)。Service marketing: Integrating customer focus across the firm。McGraw-Hill。 | | 8. | Aaker, David A.、Equity, M. B.(1991)。Managing Brand Equity: Capitalizing on the Value of a Brand Name。Free Press。 | 其他| 1. | 天下雜誌(20010525)。1000大特刊2001年版，台北。 延伸查詢 | | 2. | 行政院主計處(2002)。行政院主計處統計局統計資料。 延伸查詢 | | 3. | 突破雜誌(200103)。2000年五百大廣告主，台北。 延伸查詢 | | 4. | 喬友慶(1999)。從管理機會方格看顧客滿意度--以銀行業為例。 延伸查詢 | | 5. | 葉凱莉、喬友慶(2001)。顧客滿意評量之再探。 延伸查詢 | | 6. | Batra, R., Donald R. Lehmann and D. Singh(1993)。The brand personality component of brand goodwill: Some antecedents and consequences，Hillsdale. New Jersey：Lawrence Erlbaum Associates。 | |