| 期刊論文1. | Choo, Freddie(1996)。Auditors' Knowledge content and judgment performance: A cognitive script approach。Accounting, Organizations and Society,21(4),339-359。 | 2. | Swan, J. E.、Bowers, M. R.(1998)。Service quality and satisfaction: The process of people doing things together。Journal of Service Marketing,12(1),59-72。 | 3. | Grove, Stephen J.、Fisk, Raymond P.、Dorsch, Michael J.(1998)。Assessing the theatrical components of the service encounter: A Cluster Analysis Examination。Service Industries Journal,18(3),116-134。 | 4. | Abbott, V.、Black, John B.、Smith, Edward E.(1985)。The Representation of Scripts in Memory。Journal of Memory and Language,24(2),179-199。 | 5. | Halpern, J. J.(1994)。The Effect of Friendship on Personal Business Transactions。Personal Business Transactions, The Journal of Conflict Resolution,38,647。 | 6. | Halpern, J. J.(1996)。The Effect of Friendship on Decisions: Field Studies of Real Estate Transactions。Human Relations,49,1519。 | 7. | Alford, B. L.(1998)。Using cognitive scripts to assess the process of professional service delivery。Journal of Professional Service Marketing,17(1),77-102。 | 8. | Bower, Gordon H.、Black, John B.、Turner, Terrence J.(1979)。Scripts in memory for text。Cognitive Psychology,11(2),177-220。 | 9. | Solomon, Michael R.、Surprenant, Carol、Czepiel, John A.、Gutman, Evelyn G.(1985)。A role theory perspective dyadic interactions: The service encounter。Journal of Marketing,49(4),99-111。 | 10. | Bitner, Mary Jo、Booms, Bernard H.、Tetreault, Mary Stanfield(1990)。The Service Encounter: Diagnosing Favorable & Unfavorable Incidents。Journal of Marketing,54(1),71-84。 | 11. | Bitner, Mary Jo、Booms, Bernard Henry、Mohr, Lois A.(1994)。Critical Service Encounters: The Employee's Viewpoint。Journal of Marketing,58(4),95-106。 | 12. | Fisk, R. P.、Brown, S. W.、Bitner, M. J.(1993)。Tracking the Evolution of the Service Marketing Literature。Journal of Retailing,69(1),61-103。 | 13. | 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。 | 14. | Oliver, Richard L.(1980)。A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions。Journal of Marketing Research,17(4),460-469。 | 15. | 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。 | 學位論文1. | 鄭惠玲(2002)。服務失敗與補救措施有效性之研究--以認知腳本觀點看二次滿意(碩士論文)。國立嘉義大學。 延伸查詢 | 2. | Alford, B. L.(1993)。A framework for assessing consumer satisfaction with credence-bases services: A cognitive script approach(博士論文)。The Louisiana State University,Baton Rouge。 | 3. | 凌儀玲(2000)。服務接觸中認知腳本之研究(博士論文)。國立中山大學。 延伸查詢 | 4. | 劉慕慈(2002)。證券承銷服務滿意關鍵因素之研究(碩士論文)。大葉大學。 延伸查詢 | 圖書1. | Carlzon, Jan(1987)。Moments of truth。Cambridge, Massachusetts:Ballinger Publisher Company。 | 圖書論文1. | Smith, R. A.、Houston, M. J.(1983)。Script-based evaluations of satisfaction with service。Emerging Perspectives on Service Marketing。Chicago, IL:American Marketing Association。 | 2. | Grove, S. J.、Fisk, R. P.(1983)。The dramaturgy of service exchange: An analytical framework for service marketing。Emerging Perspectives on Service Marketing。Chicago, Illinois:American Marketing Association。 | 3. | Booms, B. H.、Bitner, M. J.(1981)。Marketing Strategies and Organization Structure for Service Firms。Marketing of Services。Chicago, IL:American Marketing Association。 | 4. | Grove, S. J.、Fisk, R. P.、Bitner, M. J.(1992)。The service exchange as theater。Advances in Consumer Research。Provo, Utah:Association for Consumer Research。 | 5. | Stauss, B.、Hentschel, B.(1992)。Attribute-Based Versus Incident-Based Measurement of Service Quality: Results of an Empirical Study within the German Car Service Industry。Quality Management in Service。Assen。 | |