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Randall(1995)。Understanding Your Customers: What You Can Learn from a Loyalty Index。Marketing Tools，2(5)，10-14。 | | 13. | Deighton, John、Sorrell, M.(1996)。The Future of Interactive Marketing。Harvard Business Review，74(6)，151-160。 | | 14. | Sirohi, Niren、McLaughlin, Edward W.、Wittink, Dick R.(1998)。A Model of Consumer Perceptions and Store Loyalty Intentions for a Supermarket Retailer。Journal of Retailing，74(2)，223-245。 | | 15. | Brynjolfsson, Erik、Smith, Michael D.(2000)。Frictionless Commerce? A Comparison of Internet and Conventional Retailers。Management Science，46(4)，563-585。 | | 16. | Heskett, James L.、Jones, Thomas O.、Loveman, Gary W.、Sasser, W. Earl Jr.、Schlesinger, Leonard A.(1994)。Putting the Service-Profit Chain to Work。Harvard Business Review，72(2)，164-174。 | | 17. | Roberts, Mary Lou、Wortzel, Lawrence H.(1979)。New Life-Style Determinants of Women's Food Shopping Behavior。Journal of Marketing，43(3)，28-39。 | | 18. | 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。 | | 19. | Berry, Leonard L.(1995)。Relationship Marketing of Services: Growing Interest, Emerging Perspectives。Journal of the Academy of Marketing Science，23(4)，236-245。 | | 20. | Kotler, Philp(1992)。Marketing's new paradigm: what's really happening out there?。Planning Review，20(5)，50-52。 | | 21. | Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect?。Harvard Business Review，73(6)，88-99。 | 學位論文| 1. | McDonald, M. A.(1996)。Service Quality and Customer Lifetime Value in Professional Sport Franchises(博士論文)。University of Massachusetts，Amherst, MA。 | | 2. | 蔡明哲(1998)。國內網路書店惠顧行為與行銷策略之研究(碩士論文)。國立中山大學。 延伸查詢 | | 3. | 黃律聖(1998)。網路行銷與顧客滿意度關係之研究---以台北市為例(碩士論文)。中國文化大學。 延伸查詢 | | 4. | 施淳瑄(2001)。台灣網路書店經營型態對服務品質、知覺風險、顧客行為意圖影響之探討(碩士論文)。國立政治大學，台北市。 延伸查詢 | | 5. | 李定家(2000)。網路購物之降低風險策略研究(碩士論文)。國立中央大學。 延伸查詢 | | 6. | 黃兆震(2001)。網路購物意願之研究--以電腦通訊產品為例(碩士論文)。國立臺灣科技大學。 延伸查詢 | | 7. | 湯嘉恆(1999)。消費者之網路購物資訊環境態度、購買涉入、網路使用行為對網路購物意願之影響探討--以國立大學學生為例(碩士論文)。國立交通大學。 延伸查詢 | | 8. | 陳麗雅(2001)。關係結合方式與顧客忠誠度關聯性之研究─證券業服務接觸之分析(碩士論文)。銘傳大學。 延伸查詢 | 圖書| 1. | Upshaw, Lynn B.(1995)。Building brand identity: A strategy for success in a hostile marketplace。New York：John Wiley & Sons, Inc.。 | | 2. | Brown, S. A.(2000)。Customer Relationship Management: A Strategic Imperative in the World of E-Business。Ontario, Toronto：John Wiley & Sons。 | | 3. | Griffin, J.(1995)。Customer Loyalty: How to Earn It, How to Keep It。San Francisco：Jossey-Bass Publishers。 | | 4. | Kolter, P.(1996)。Marketing Management。Englewood Cliffs, NJ：Prentice-Hall。 | | 5. | Roscoe, J. T.(1975)。Fundamental Research Statistics for the Behavioural Sciences。New York：Holt Rinehart & Winston。 | | 6. | Schiffman, L. G.、Kanuk, L. L.(1997)。Consumer Behavior。Englewood Cliffs：Prentice-Hall。 | | 7. | Settles. C.(1995)。Cybermarketing。New York：Ziff- Davis Press。 | | 8. | Solomon, M. R.(1996)。Consumer Behavior: Buying, Having and Being。Englewood Cliffs, New Jersey。 | | 9. | Berry, L. L.、Parasuraman, A.、Zeithaml, V. A.(1991)。Marketing Services: Competing through Quality。New York：The Free Press。 | | 10. | Kotler, Philip(2000)。Marketing Management: Analysis, Planning, Implementation and control。Englewood Cliffss, New Jersey：Prentice Hall。 | | 11. | Kotler, Philip(1994)。Marketing Management: Analysis, Planning, Implementation, and Control。Prentice-Hall, Inc.。 | | 12. | Hair, Joseph F. Jr.、Anderson, Rolph E.、Tatham, Ronald L.、Black, William C.、Babin, B. J.(1992)。Multivariate Data Analysis。Macmillan。 | | 13. | Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。 | 其他| 1. | (2003)。2002年台灣網路使用調查，http://survey.yam.com/ survey2002/result.html。 延伸查詢 | | 2. | Degeratu, A.，Rangaswamy, A.，Wu, J.(1999)。Consumer Choice Behavior in Online and Traditional Supermarkets: The Effects of Brand Names, Price and Other Search Attributes，http://e-commerce.mit.edu/papers/ERF/ERF44.pdf。 | 圖書論文| 1. | Berry, Leonard L.(1983)。Relationship marketing。Emerging Perspectives on Services Marketing。Chicago, Illinois：American Marketing Association。 | |