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Earl Jr.(1995)。Why Satisfied Customers Defect?。Harvard Business Review，73(6)，88-99。 | | 34. | Gronoroos, C.、Heinonen, F.、Isoniemi, K.、Lindholm, M.(2000)。The NetOffer Model: A Case Example from the Virtual Marketspace。Management Decision，38(4)，243-252。 | 學位論文| 1. | 林政道(2002)。線上顧客關係維繫之研究(碩士論文)。淡江大學。 延伸查詢 | | 2. | 翁湧金(2003)。顧客認知價值與網路忠誠度關係之研究--以網路書店為例(碩士論文)。大葉大學。 延伸查詢 | | 3. | 郭欣惠(2001)。以交易成本理論探討顧客滿意度與忠誠度之關係--舉入口網站及ISP市場為例(碩士論文)。國立政治大學。 延伸查詢 | | 4. | 陳炫璋(2002)。轉換成本與合作意圖--社會交換理論與交易成本理論的觀點(碩士論文)。東海大學。 延伸查詢 | | 5. | 陳郁茹(2000)。藉由建立消費者網路購物之信任模式以提升顧客忠誠度(碩士論文)。淡江大學。 延伸查詢 | | 6. | 簡妤玲(2001)。探討證券業網路下單服務品質之顧客滿意度(碩士論文)。國立東華大學。 延伸查詢 | | 7. | 張紹勳(2002)。電子商店之關係品質模式--融合交易成本理論及科技接受模式的觀點(博士論文)。國立政治大學。 延伸查詢 | | 8. | 吳雅琪(2002)。影響網路書店消費者忠誠度形成因素之研究(碩士論文)。國立政治大學。 延伸查詢 | 圖書| 1. | Day, R. L.、Hunt, H. K.(1997)。Toward a Process Model of Consumer Satisfaction, in Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction?。Cambridge：Marketing Science Institute。 | | 2. | Zeithaml, V. A.、Bitner, M. J.、Gremler,D. D.(2002)。Service Marketing。NY：McGraw-Hill。 | | 3. | Griffin, J.(1997)。Customer Loyalty: How to Earn It, How to Keep It?。New York, NY：Lexington Book。 | | 4. | Kotler, P.(1999)。Marketing Management: Anslysis, Planning, Implementation and Control。Englewood Cliffs, NJ：Upper Saddle River, NJ：Prentice-Hall, Inc.。 | | 5. | Kolter, P.(2002)。Marketing Management。Englewood Cliffs, NJ：Prentice Hall。 | | 6. | Allen, Cliff、Kania, Deborah、Yaeckel, Beth(1998)。Internet World Guide to One-to-One Web Marketing。New York, NY：Wiley Computer Pub.。 | | 7. | Jamison(2001)。What is the Internet?。Hauppauge：Photonics。 | | 8. | Sasser, W. Earl、Olsen, Richard Paul、Wyckoff, D. Daryl(1978)。Management of Service Operations: Text and Cases。Allyn & Bacon, Inc.。 | | 9. | Barber, B.(1983)。The logic and limits of trust。Rutgers University Press。 | | 10. | Williamson, Oliver E.(1985)。The Economic Institutions of Capitalism: Firms Markets, Relational Contracting。Macmillan, Ltd：Free Press。 | | 11. | Oliver, Richard L.(1997)。Satisfaction: A behavioral perspective on the consumer。Irwin/McGraw-Hill。 | 其他| 1. | 台灣網路資訊中心(2002)。台灣網際網路使用環境及行為調查，http://www.twnic.net.tw/total/netl114.htm。 延伸查詢 | | 2. | 交通部電信總局(2002)。服務品質調查評鑑，http://www.dgt.gov.tw/chinese/Public-cares/12.5/12-5.shtml。 延伸查詢 | 圖書論文| 1. | 竇立德(1996)。完全ISP手冊。網際空間。 延伸查詢 | |