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III(2000)。Corridors of Influence in the Dissemination of Customer-oriented Strategy to Customer Contact Service Employees。Journal of Marketing，64(2)，35-50。 | | 36. | Bitner, Mary Jo、Brown, Stephen W.、Meuter, Matthew L.(2000)。Technology infusion in service encounters。Journal of the Academy of Marketing Science，28(1)，138-149。 | | 37. | 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。 | | 38. | Westbrook, Robert A.(1981)。Sources of Consumer Satisfaction with Retail Outlets。Journal of Retailing，57(3)，68-85。 | 會議論文| 1. | 周逸衡、關復勇、滕以勇(1998)。人員服務接觸中顧客滿意之研究。1998中華民國商業流通研討會。高雄：高雄技術學院。 延伸查詢 | 學位論文| 1. | 謝福樹(2001)。從關係行銷探討關係品質之模式--以我國銀行業為例(碩士論文)。義守大學，高雄縣。 延伸查詢 | | 2. | 湯一珊(2004)。理財專員專業服務接觸關係品質之實證研究(碩士論文)。東吳大學。 延伸查詢 | | 3. | 蔡全智(1998)。團隊發展影響因素之研究(碩士論文)。國立政治大學。 延伸查詢 | | 4. | Gardner, C. 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