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T.、Cai, S.(2003)。Service Quality Dimensions of Internet Retailing: An Exploratory Analysis。Journal of Service Marketing,17(7),685-700。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 4. | Johnston, R.(1995)。The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service。International Journal of Service Industry Management,6(2),46-61。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 5. | Yang, Z.、Fang, X.(2004)。Online service quality dimensions and their relationships with satisfaction: A content analysis of customer reviews of securities brokerage services。International Journal of Service Industry Management,15(3),302-326。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 6. | Brandt, D. R.(1988)。How service marketers can identify value-enhancing service element。Journal of Services Marketing,2(3),35-41。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 7. | Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1994)。Reassessment of Expectations as a Comparison Standard in Measuring Sevice Quality: Implications for Further Research。Journal of Marketing,58(1),111-124。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 8. | Parasuraman, A、Zeithaml, V. A.、Barry, L. L.(1993)。The nature and determinants of customer exceptions of Science。Journal of academy of marketing service,21(1),1-12。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 9. | Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1991)。Understanding Customer Expectations of Service。Sloan Management Review,32(3),39-48。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 10. | Johnston, Robert(1995)。The Determinants of Service Quality: Satisfiers and Dissatisfiers。International Journal of Service Industry Management,6(5),53-71。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 11. | Tan, K. C.、Pawitra, T. A.(2001)。Integrating SERVQUAL and Kano's model into QFD for service excellence development。Managing Service Quality,11(6),418-430。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 12. | Parasuraman, A.、Zeithaml, Valarie A.、Berry, Leonard L.(1994)。Alternative Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria。Journal of Retailing,70(3),201-230。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 13. | Teas, R. K.(1993)。Expectations, Performance Evaluation and Consumers' Perception of Quality。Journal of Marketing,57(4),18-34。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 14. | Bagozzi, R. P.、Yi, Y.、Phillips, L. W.(1991)。Assessing construct validity in organizational reseasrch。Administrative Science Quarterly,36(3),421-458。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 15. | Swan, John E.、Combs, Linda Jones(1976)。Product Performance and Consumer-Satisfaction-a New Concept。Journal of Marketing,40(2),25-30。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 16. | Li, Y. N.、Tan, K. C.、Xie, M.(2002)。Measuring web-based service quality。Total Quality Management,13(5),685-700。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 17. | Yoo, Boonghee、Donthu, Naveen(2001)。Developing a Scale to Measure the Perceived Quality of an Internet Shopping Site (Sitequal)。Quarterly Journal of Electronic Commerce,2(1),31-47。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 18. | Anderson, James C.、Gerbing, David W.(1988)。An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment。Journal of Marketing Research,25(2),186-192。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 19. | Anderson, James C.、Gerbing, David W.(1988)。Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach。Psychological Bulletin,103(3),411-423。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 20. | Lin, Judy Chuan-Chuan、Lu, Hsipeng(2000)。Towards an understanding of the behavioural intention to use a web site。International Journal of Information Management,20(3),197-208。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 21. | Ribbink, Dina、van Riel, Allard C. R.、Liljander, Veronica、Streukens, Sandra(2004)。Comfort Your Online Customer: Quality, Trust and Loyalty on the Internet。Managing Service Quality: An International Journal,14(6),446-456。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 22. | Aladwani, A. M.、Palvia, P. C.(2002)。Developing and validating an instrument for measuring user-perceived web quality。Information & Management,39(6),467-476。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 23. | 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) | 24. | Zeithaml, Valarie A.、Parasuraman, Ananthanarayanan、Malhotra, Arvind(2002)。Service quality delivery through Web sites: A critical review of extant knowledge。Journal of the Academy of Marketing Science,30(4),362-375。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 25. | Churchill, Gilbert A. Jr.(1979)。A paradigm for developing better measures of marketing constructs。Journal of Marketing Research,16(1),64-73。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 26. | Davis, Fred D.、Bagozzi, Richard P.、Warshaw, Paul R.(1989)。User acceptance of computer technology: A comparison of two theoretical models。Management Science,35(8),982-1003。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 27. | 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) | 28. | 狩野紀昭、瀬楽信彦、高橋文夫、辻新一(1984)。魅力的品質と当り前品質。品質,14(2),147-156。 延伸查詢![new window](/gs32/images/newin.png) | 29. | Michel, S.(2004)。Consequences of Perceived Acceptability of Bank's Service Failure。Journal of Financial Services Marketing,8(4),367-377。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 30. | Cadotte, E. R.、Turgeon, N.(1988)。Dissatisfiers and Satisfiers: Suggestion for Consumer Complaint Compliments。Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior,1,74-79。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 31. | Van Riel, A. C. R.、Semeijn, J.、Janssen, W.(2003)。E-service Quality Expectation: A Case Study。Total Quality Management,14(2),437-450。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 32. | Santos, J.(2003)。E-service Quality: A Modal of Virtual Service Quality Dimensions。Managing Service Quality,13(3),233-246。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 33. | Liljander, V.、Strandvik, T.(1993)。Estimating Zone of Tolerance in Perceived Service Quality and Perceived Service Value。International Journal of Service Industry Management,4(2),6-28。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 34. | Broderick, A. J.、Vachirapornpuk, S.(2002)。Service Quality in Internet Banking: The Importance of Customer Role。Marketing Intelligence & Planning,20(6),327-335。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 35. | Gwynne, A. L.、Devlin, J. F.、Ennew, C. T.(2000)。The Zone of Tolerance: Insight and Influences。Journal of Marketing Management,16(6),545-564。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 36. | Maddox, R. N.(1981)。Two-factor Theory and Customer Satisfaction: Replication and Extension。Journal of Consumer Research,8(1),97-102。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 會議論文1. | Johnston, R.、Silvestro, R.(1990)。The Determinants of Service Quality - A Customer-based Approach。San Diego, CA。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 2. | Poiesz, T. B. C.、Bloemer, J. M. M.(1991)。Customer (Dis)satisfaction with the Performance Complex Product and Service - The Applicability of the (Dis)confirmation Paradigm。Dublin, Ireland。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 3. | Liechty, M.、Churchill, G. A. Jr.(1979)。Conceptual Insights into Consumer Satisfaction with Services。The Educator's Conference。Chicago, IL:American Marketing Association。509-515。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 圖書1. | Nunnally, Jum C.、Bernstein, Ira H.(1994)。Psychological theory。MacGraw-Hill。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 2. | Vavra, T. G.(1997)。Improving Your Measurement of Customer Satisfaction: A Guide to Creating, Conducting, Analyzing and Reporting Customer Satisfaction Measurement Program。Improving Your Measurement of Customer Satisfaction: A Guide to Creating, Conducting, Analyzing and Reporting Customer Satisfaction Measurement Program。Milwaukee, WI。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | |
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