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A.(1992)。Role of affect and need for interaction in on-site service encounters。Advances in Consumer Research,19(1),563-569。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 11. | Eastlick, M. A.(1993)。Predictors of videotex adoption。Journal of Direct Marketing,7(3),66-74。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 12. | Bitner, Mary Jo、Booms, Bernard H.、Tetreault, Mary Stanfield(1990)。The Service Encounter: Diagnosing Favorable & Unfavorable Incidents。Journal of Marketing,54(1),71-84。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 13. | Bolton, Ruth N.(1998)。A dynamic model of the duration of the customer's relationship with a continuous service provider: The role of satisfaction。Marketing Science,17(1),45-65。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 14. | Hoffman, Donna L.、Novak, Thomas P.(1997)。A New Marketing Paradigm for Electronic Commerce。The Information Society,13(1),43-54。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 15. | Kaiser, Henry F.(1974)。An index of factorial simplicity。Psychometrika,39(1),31-36。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 16. | Roberts, Mary Lou、Wortzel, Lawrence H.(1979)。New Life-Style Determinants of Women's Food Shopping Behavior。Journal of Marketing,43(3),28-39。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 17. | Hoffman, Donna L.、Novak, Thomas P.、Peralta, Marcos(1999)。Building Consumer Trust Online。Communications of the Association for Computing Machinery,42(4),80-85。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 18. | Rust, Roland T.、Zahorik, Anthony J.、Keiningham, Timothy L.(1995)。Return on quality ROQ: Making service quality financially accountable。Journal of Marketing,59(2),58-70。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 19. | Rust, Roland T.、Zahorik, Anthony J.(1993)。Customer Satisfaction, Customer Retention, and Market Share。Journal of Retailing,69(2),193-215。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 20. | Lemon, Katherine N.、White, Tiffany Barnett、Winer, Russell S.(2002)。Dynamic customer relationship management: Incorporating future considerations into the service retention decision。Journal of Marketing,66(1),1-14。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 21. | Mano, Haim、Oliver, Richard L.(1993)。Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction。Journal of Consumer Research,20(3),451-466。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 22. | Oliver, Richard L.(1993)。Cognitive, affective, and attribute bases of the satisfaction response。Journal of Consumer Research,20(3),418-430。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 23. | Price, L. L.、Arnould, E. J.、Tierney, P.(1995)。Going to extremes: managing service encounters and assessing provider performance。Journal of Marketing,59(2),83-97。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 24. | Reichheld, Frederick F.、Sasser, W. Earl Jr.(1990)。Zero Defections: Quality Comes to Services。Harvard Business Review,68(5),105-111。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 25. | Davis, Fred D.、Bagozzi, Richard P.、Warshaw, Paul R.(1989)。User acceptance of computer technology: A comparison of two theoretical models。Management Science,35(8),982-1003。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 26. | Ajzen, Icek(1991)。The Theory of Planned Behavior。Organizational Behavior and Human Decision Processes,50(2),179-211。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 會議論文1. | Evans, K. R.、Brown, S. W.(1988)。Strategic options for service delivery systems。The AMA Summer Educators' Conference。Chicago:American Marketing Association。207-212。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 2. | Parasuraman, A.(199610)。Understanding and leveraging the role of customer service in external, interactive and internal marketing。Frontiers in Service Conference。Nashville, TN。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 研究報告1. | Langeard, E.、Bateson, J. E. G.、Lovelock, C. H.、Eiglier, P.(1981)。Services Marketing: New insights from consumers and managers。Cambridge, MA:Marketing Science Institute。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 學位論文1. | 陳怡橋(1997)。以全球資訊網作為軟體技術支援工具之探索性研究(碩士論文)。國立交通大學。 延伸查詢![new window](/gs32/images/newin.png) | 圖書1. | Seybold, P. B.(1998)。Customers.com: How to create a profitable business strategy for the internet and beyond。NY:Patricia Seybold Group Inc.。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 2. | Reichheld, Frederick F.、Teal, Thomas(1996)。The Loyalty Effect: The Hidden Force behind Growth Profits, and Lasting Value。Boston:Harvard Business School Press。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 3. | Oliver, Richard L.(1997)。Satisfaction: A behavioral perspective on the consumer。Irwin/McGraw-Hill。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 4. | Fishbein, Martin、Ajzen, Icek(1975)。Belief, Attitude, Intention, and Behavior: An Introduction to Theory and Research。Addison-Wesley Publishing Company。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 5. | Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 其他1. | 王皓正(20020108)。網路使用者行為調查找資料排第一。 延伸查詢![new window](/gs32/images/newin.png) | 圖書論文1. | Anderson, Eugene W.、Fornell, C. A.(1994)。A customer satisfaction research prospectus。Service Quality: New Directions in Theory and Practice。Thousand Oaks, California:Sage。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 2. | Taylor, Shelley E.、Pham, Lien(1996)。Mental Simulations, Motivation and Action。The Psychology of Action: Linking Cognition and Motivation to Behavior。New York:Guilford Press。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | |