期刊論文1. | 蕭至惠(20040600)。服務業顧客滿意度實證研究之前後比較--以A銀行為例。臺灣銀行季刊,55(2),11-36。 延伸查詢![new window](/gs32/images/newin.png) |
2. | Smith, B.(2000)。Bonds, Relationship Management of Service。The Journal of Services Marketing,14,67-72。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
3. | Webster, M. A.(1991)。Influences Upon Consumer Expectation of Service。The Journal of Services Marketing,5,5-18。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
4. | Wood, H. B.(1989)。Networks: Between Markets and Customer。Strategic Management Journal,7,37-51。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
5. | Wulf, V. A.(2003)。How to Measure Customer Satisfaction。Journal of Retailing,79,32-53。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
6. | Heskett, J. L.、Sasser, W. E.、Schlesinger, L. A.(1997)。When Right Makes Might。The Journal of Business Strategy,18(4),6-7。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
7. | Anderson, A. M.、Sullivan, M. I.(1993)。The nature of problem recognition and search in the extended health care decision。Journal of Service Marketing,15,454-479。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
8. | Chaston, R. A.(1994)。The Impact of Critical Incidents on Customer Satisfaction in Bank Relationships。Journal of Business to Business Marketing,2(1),25-54。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
9. | Chaston, R. A.(1995)。The Critical Incidents on Customer Satisfaction in Bank Branch Relationships。Journal of Business to Business Marketing,3(2),68-102。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
10. | 蕭至惠、白純菁(20010200)。P銀行顧客滿意度文獻回顧與實證。臺灣經濟金融月刊,37(2)=433,1-10。 延伸查詢![new window](/gs32/images/newin.png) |
11. | 蕭至惠、白純菁(20000700)。銀行顧客滿意度之分析研究--以臺中P銀行為實證對象。企銀季刊,24(1),225-250。 延伸查詢![new window](/gs32/images/newin.png) |
12. | Dean, E. H.、Stephen, J. M.(1993)。Measuring Service Quality and Its Relationship to Future Consumer Behavior。Journal of Health Care Marketing,13(4),32-42。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
13. | Anderson, D. W.、Coxlll, L. G.、Fulcher, M. J.(1976)。Approaches to Market Segmentation Analysis。Journal of Marketing,40,67-77。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
14. | Levins, I.(199806)。One-On-One relationship marketing comes of age。Journal of Medical and Media,33(6),44-52。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
15. | Christy, Richard、Oliver, Gordon、Penn, Joe(1996)。Relationship Marketing in Consumer Markets。Journal of Marketing Management,12(1-3),175-187。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
16. | Herzberg, Frederick(1968)。One More Time: How Do You Motivate Employees?。Harvard Business Review,46(1),53-62。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
17. | Parasuraman, Anantharanthan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1991)。Refinement and Reassessment of the SERVQUAL Scale。Journal of Retailing,67(4),420-450。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
18. | Cooke, Alan D. J.、Meyvis, Tom、Schwartz, Alan(2001)。Avoiding Future Regret in Purchase‐Timing Decisions。Journal of Consumer Research,27(4),447-459。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
19. | Dwyer, F. Robert、Schurr, Paul H.、Oh, Sejo(1987)。Developing Buyer-Seller Relationships。Journal of Marketing,51(2),11-27。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
20. | 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。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
21. | Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing,56(1),6-21。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
22. | 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。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
23. | Oliver, Richard L.(1980)。A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions。Journal of Marketing Research,17(4),460-469。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
24. | Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing,56(3),55-68。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
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。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |