| 期刊論文1. | Swan, J. E.、Oliver, R. L.(1989)。Postpurchase communications by consumer。Journal of Retailing,65(4),516-533。 | 2. | Nunes, P. F.、Cespedes, F. V.(2003)。The customer has escaped。Harvard Business Review,81(11),96-105。 | 3. | Hepworth, M.(1998)。The Power of Negative Thinking。CMA Management,72(1),34。 | 4. | Oliver, R. L.、Swan, J. E.(1987)。Equity and Disconfirmation Perceptions as Influences Merchant and Product Satisfaction。Journal of Consumer Research,16(3),372-383。 | 5. | Russell, James A.(198012)。A Circumflex Model of Affect。Journal of Personality and Social Psychology,39(6),1161-1178。 | 6. | Wirtz, Jochen、Bateson, John E. G.(1995)。An experimental investigation of halo effects in satisfaction measures of service attributes。International Journal of Service Industry Management,6(3),84-102。 | 7. | Spreng, R. A.、Mackoy, R. D.(1996)。An Empirical Examination for a Model Perceived Serviced Quality and Satisfaction。Journal of Retailing,72,201-214。 | 8. | Bearden, W. O.、Teel, J. E.(1983)。Selected Determinants of Consumer Satisfaction and Complaints Report。Journal of Marketing Research,20(1),21-28。 | 9. | Iacobucci, D.、Grayson, K.、Ostrom, A.(1994)。Customer Satisfaction Fables。Sloan Management Review,2,93-96。 | 10. | Schneider, B.、Bowen, D. E.(1999)。Understanding customer delight and outrage。Sloan Management Review,41(1),35-45。 | 11. | Oliver, Richard L.、Rust, R. T.、Varki, S.(1997)。Customer delight: foundation, findings, and managerial insight。Journal of Retailing,73(3),311-336。 | 12. | Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review,68(5),105-111。 | 13. | Bowen, John T.、Shoemarker, Stowe(1998)。Loyalty: A Strategic Commitment。Cornell Hotel and Restaurant Administration Quarterly,39(1),12-25。 | 14. | Kelley, Scott W.、Davis, Mary A.(1994)。Antecedents to Customer Expectations for Service Recovery。Journal of the Academy of Marketing Science,22(1),52-61。 | 15. | Westbrook, R. A.(1980)。Intrapersonal affective influences on consumer satisfaction with products。Journal of Consumer Research,7(1),49-54。 | 16. | Bolton, Ruth N.、Drew, James H.(1991)。A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes。Journal of Marketing,55(1),1-9。 | 17. | Johnson, Michael D.、Fornell, Claes(1991)。A framework for comparing customer satisfaction across individuals and product categories。Journal of Economic Psychology,12(2),267-286。 | 18. | Cadotte, Ernest R.、Woodruff, Robert B.、Jenkins, Roger L.(1987)。Expectations and Norms in Models of Consumer Satisfaction。Journal of Marketing Research,24(3),305-314。 | 19. | 林義屏、黃俊英、董玉娟(20040100)。市場導向、組織學習、組織創新與組織績效間關係之研究:以科學園區資訊電子產業為例。管理評論,23(1),101-134。 延伸查詢 | 20. | Hirschman, Elizabeth C.、Holbrook, Morris B.(1982)。Hedonic Consumption: Emerging Concepts, Methods and Propositions。Journal of Marketing,46(3),92-101。 | 21. | Ding, Lin、Velicer, Wayne F.、Harlow, Lisa L.(1995)。Effects of estimation methods, number of indicators per factor, and improper solutions on structural equation modeling fit indices。Structural Equation Modeling: A Multidisciplinary Journal,2(2),119-143。 | 22. | Woodruff, Robert B.、Cadotte, Ernest R.、Jenkins, Roger L.(1983)。Modeling Consumer Satisfaction Process Using Experience-Based Norms。Journal of Marketing Research,20(3),296-304。 | 23. | Westbrook, Robert A.(1987)。Product/Consumption-Based Affective Responses and Postpurchase Processes。Journal of Marketing Research,24(3),258-270。 | 24. | 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。 | 25. | 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。 | 26. | Berry, Leonard L.(1995)。Relationship Marketing of Services: Growing Interest, Emerging Perspectives。Journal of the Academy of Marketing Science,23(4),236-245。 | 27. | Peltier, J. W.、Westfall, J. E.(2000)。Dissecting the HMO-benefits managers relationship: What to measure and why?。Marketing Health Services,20(2),4-13。 | 28. | Cardozo, Richard N.(1965)。An Experimental Study of Customer Effort, Expectation, and Satisfaction。Journal of Marketing Research,2(3),244-249。 | 29. | Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing,56(1),6-21。 | 30. | Bagozzi, Richard P.、Yi, Youjae(1988)。On the Evaluation of Structural Equation Models。Journal of the Academy of Marketing Science,16(1),74-94。 | 31. | Day, Ralph L.(1984)。Modeling choices among alternative responses to dissatisfaction。Advances in Consumer Research,11(1),496-499。 | 32. | Singh, Jagdip、Pandya, Shefali(1991)。Exploring the Effects of Consumers' Dissatisfaction Level on Complaint Behaviours。European Journal of Marketing,25(9),7-21。 | 33. | 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。 | 34. | 葉凱莉、喬友慶(20010400)。顧客滿意評量之再探討。管理評論,20(2),87-111。 延伸查詢 | 35. | Oliver, Richard L.(1993)。Cognitive, affective, and attribute bases of the satisfaction response。Journal of Consumer Research,20(3),418-430。 | 36. | Oliver, Richard L.(1981)。Measurement and evaluation of satisfaction processes in retail settings。Journal of Retailing,57(3),25-48。 | 37. | Oliver, Richard L.(1999)。Whence consumer loyalty?。Journal of Marketing,63(4_suppl 1),33-44。 | 38. | Oliver, Richard L.(1980)。A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions。Journal of Marketing Research,17(4),460-469。 | 39. | Bolton, Ruth N.、Lemon, Katherine N.(1999)。A Dynamic Model of Customer's Usage of Services: Usage as an Antecedent and Consequence of Satisfaction。Journal of Marketing Research,36(2),171-186。 | 40. | Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science,12(2),125-143。 | 41. | Boulding, William、Kalra, Ajay、Staelin, Richard、Zeithaml, Valarie A.(1993)。A Dynamic Process Model of Service Quality: From Expectation to Behavioral Intentions。Journal of Marketing Research,30(1),7-27。 | 42. | Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect?。Harvard Business Review,73(6),88-99。 | 43. | Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing,54(2),69-82。 | 44. | Anderson, Eugene W.、Fornell, Claes、Lehmann, Donald R.(1994)。Customer satisfaction, market share, and profitability: Findings from Sweden。Journal of Marketing,58(3),53-66。 | 學位論文1. | Spreng, R. A.(1992)。A comprehensive model of the consumer satisfaction formation process(博士論文)。Indiana University。 | 圖書1. | 邱志聖(2001)。策略行銷分析 : 架構與實務運用。臺北:智勝文化。 延伸查詢 | 2. | Day, R. L.(1977)。Alternative definitions and Designs for Measuring Consumer Satisfaction in the Conceptualization for Consumer Satisfaction and Dissatisfaction。Cambridge:Marketing Science Institute。 | 3. | Hair, Joseph F. Jr.、Anderson, Rolph E.、Tatham, Ronald L.、Black, William C.(1998)。Multivariate Date Analysis。Upper Saddle River, New Jersey:Prentice-Hall。 | 4. | Zaltman, G.、Burger, P. C.(1975)。Marketing research: Fundamentals and Dynamics。Stanford:International Thomson Publishing Company。 | 5. | Reichheld, Frederick F.、Teal, Thomas(1996)。The Loyalty Effect: The Hidden Force behind Growth Profits, and Lasting Value。Boston:Harvard Business School Press。 | 6. | Berry, L. L.、Parasuraman, A.、Zeithaml, V. A.(1991)。Marketing service: Competing through quality。New York:The Free Press。 | 7. | Kotler, P.、Leong, S. M.、Ang, S. H.、Tan, E. T.(1996)。Marketing Management: An Asia Perspective。Singapore:Simon & Schuster。 | 8. | Bhote, Keki R.(1996)。Beyond Customer Satisfaction to Customer Loyalty: The Key to Greater Profitability。New York:American Management Assocation。 | 9. | Howard, John A.、Sheth, Jagdish N.(1969)。The Theory of Buyer Behavior。John Wiley & Sons, Inc.。 | 10. | Kotler, Philip J.(1991)。Marketing Management: analysis, Planning, Implementation and Control。Prentice-Hall。 | 11. | Izard, Carroll E.(1977)。Human Emotions。Plenum Press。 | 12. | Oliver, Richard L.(1997)。Satisfaction: A behavioral perspective on the consumer。Irwin/McGraw-Hill。 | 圖書論文1. | Czepiel, J. A.、Rosenberg, L. J.(1976)。Consumer Satisfaction: Toward an Integrative Framework。Proceedings of the Southern Marketing Association。 | 2. | Day, Ralph L.(1980)。Research Perspectives on Consumer Complaining Behavior。Theoretical Developments in Marketing。Chicago:American Marketing Association。 | 3. | Hunt, H. K.(1977)。CS/D-overview and future directions。Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction。Cambridge, MA:Marketing Science Institute。 | |
| |