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E.(2001)。Strategy and the Internet。Harvard Business Review,79(3),62-78。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 16. | 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。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 17. | Grönroos, Christian(1982)。An applied service marketing theory。European Journal of Marketing,16(7),30-41。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 18. | Juran, J. M.(1986)。A universal approach to managing for quality。Quality Progress,19(8),19-24。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 19. | 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) | 20. | Carman, James M.(1990)。Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions。Journal of Retailing,66(1),33-55。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 21. | Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。Communication and Control Processes in the Delivery of Service Quality。Journal of Marketing,52(2),35-48。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 22. | Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, Ananthanarayanan Parsu(1996)。The behavioral consequences of service quality。Journal of Marketing,60(2),31-46。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 23. | Grönroos, Christian A.(1984)。A Service Quality Model and its Marketing Implications。European Journal of Marketing,18(4),36-44。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 24. | 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) | 25. | Regan, William J.(1963)。The Service Revolution。Journal of Marketing,27(3),57-62。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 26. | Garvin, David A.(1983)。Quality on the Line。Harvard Business Review,61(5),64-75。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 27. | Brown, Stephen W.、Swartz, Teresa A.(1989)。A GAP analysis of professional service quality。Journal of Marketing,53(2),92-98。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 28. | Oliver, Richard L.(1981)。Measurement and evaluation of satisfaction processes in retail settings。Journal of Retailing,57(3),25-48。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 29. | 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) | 30. | 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) | 31. | 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) | 32. | 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) | 33. | 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。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 會議論文1. | 邱顯明、許哲源(2002)。從資源基礎觀點探討大陸物流發展對台商物流策略的影響因素。2002第六屆科際整合管理國際研討會。台北市:東吳大學。 延伸查詢![new window](/gs32/images/newin.png) | 2. | 周萍芬、陳靜玫(2002)。供應鏈管理對零售競爭力影響之探討。2002年資訊管理國際研討會。苗栗:育達技術學院。265-271。 延伸查詢![new window](/gs32/images/newin.png) | 3. | 吳彥睿(2002)。物流業技術之競爭力:美國與台灣第三者物流公司之專利分析。2002全國科技法律研討會。新竹:交通大學。783-818。 延伸查詢![new window](/gs32/images/newin.png) | 4. | 童超塵、洪琬琇(1996)。以層級分析法建構醫院服務品質指標。第四屆服務管理研討會。臺北:國立政治大學。411-434。 延伸查詢![new window](/gs32/images/newin.png) | 圖書1. | 經濟部商業司(2002)。2002年中華民國物流年鑑。經濟部商業司。 延伸查詢![new window](/gs32/images/newin.png) | 2. | 欒斌、羅凱揚(2003)。電子商務。台中:滄海書局。 延伸查詢![new window](/gs32/images/newin.png) | 3. | Buell, V. P.(1984)。Marketing Management: A Strategy Planning Approach。New York:McGraw-Hill。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 4. | Coyle. J. J.、Bardi, E. J.、Langley, C. J.(1996)。The Management of Business Logistics。NJ:Prentice Hall。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 5. | Davis, H. W.(1972)。Customer Service; the connecting link in physical distribution。New York:William E. Hill。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 6. | Hrebiniak, L.、Joyce, W.(1984)。Implementing Strategy。New York:Macmillan Press。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 7. | Lovelock, C. H.(1991)。Develop frameworks for understanding service marketing。New Jersey:Prentice Hall。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 8. | Nutt, Paul C.、Backoff, Robert W.(1992)。Strategic management of public and third Sector organizations: a handbook for leaders。Jossey-Bass Publishers。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 9. | 吳思華(1998)。策略九說:策略思考的本質。台北:臉譜文化出版社。 延伸查詢![new window](/gs32/images/newin.png) | 10. | Christopher, M.(1984)。The Strategy of Distribution Management。Cambridge, MA:University Press。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 11. | Porter, Michael E.(1990)。The Competitive Advantage of Nations。New York:Free Press。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 12. | Porter, Michael E.(1985)。Competitive Advantage: Creating and Sustaining Superior Performance。New York, NY:Schuster Inc.。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 13. | Kerlinger, Fred N.(1986)。Foundations of behavioral research: Educational and psychological inquiry。New York:Holt, Rinehart & Winston。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 14. | LaLonde, Bernard J.、Zinszer, Paul H.(1976)。Customer Service: Meaning and Measurement。National Council of Physical Distribution Management。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 15. | Crosby, Philip B.(1979)。Quality is Free: the Art of Making Quality Certain。New York:New American Library。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 16. | 司徒達賢(2001)。策略管理新論:觀念架構與分析方法。臺北:智勝文化。 延伸查詢![new window](/gs32/images/newin.png) | 17. | Kotler, Philip(2000)。Marketing Management: Analysis, Planning, Implementation and control。Englewood Cliffss, New Jersey:Prentice Hall。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 18. | Porter, Michael E.(1980)。Competitive Strategy: Techniques for Analyzing Industries and Competitors。Free Press。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 其他1. | 朱家祥(20020722)。顧客滿意度。 延伸查詢![new window](/gs32/images/newin.png) | 圖書論文1. | 林建山(1988)。服務業界線及其定義之探討。七十六年服務業管理學術論文集。台北市:中華民國管理科學學會。 延伸查詢![new window](/gs32/images/newin.png) | 2. | 蘇雄義(2003)。專業物流的發展趨勢。2003經銷商名錄總覽。台北:流通快訊雜誌社。 延伸查詢![new window](/gs32/images/newin.png) | 3. | Lalonde, B. J.(1985)。Customer Service。The Distribution Handbook。New York:Free Press。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | |