期刊論文1. | Anderson, R. E.(1973)。Consumer dissatisfaction: The effects of disconfirmed expectancy on perceived product performance。Journal of Marketing Research,10,38-44。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
2. | Imrie, B. C.、Cadogan, J. W.、McNaughton, R.(2002)。The service quality construct on a global stage。Managing Service Quality,12(1),10-18。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
3. | 李友錚、賀力行、姜吉生、連秋月(20051200)。國家顧客滿意指標之發展與建構。品質月刊,41(12),52-56。 延伸查詢![new window](/gs32/images/newin.png) |
4. | Andreassen, T. W.、Lindestad, B.(1998)。The Effects of Corporate Image in the Formation of Customer Loyalty。Journal of Service Marketing,1,82-92。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
5. | Eklöf, Jan A.、Westlund, Anders H.(2002)。The Pan-European Customer Satisfaction Index Programme: Current Work and the Way Ahead。Total Quality Management,13(8),1099-1106。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
6. | Fornell, C. A.(1992)。A national satisfaction barometer: The Swedish experience。Journal of Marketing,56(1),6-21。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
7. | Grigoroudis, E.、Siskos, Y.(2004)。A survey of customer satisfaction barometers: Some results from the transportation-communications sector。European Journal of Operational Research,152(2),334-353。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
8. | Malhotra, N. K.、Ulgado, F. M.、Agarwal, J.、Baalbaki, I. B.(1994)。International service marketing: A comparative evaluation of the dimensions of service quality between developed and developing countries。International Marketing Review,11(2),5-15。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
9. | Karatepe, O. M.、Yavas, U.、Babakus, E.(2005)。Measuring service quality of banks Scales development and validation。Journal of Retailing and Consumer Services,12,373-383。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
10. | Kristensen, K.、Martensen, A.、Grønholdt, L.(1999)。Measuring the impact of buying behaviour on customer satisfaction。Total Quality Management,10(4/5),S602-S614。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
11. | Winsted, K. F.(1997)。The service experience in two cultures: A behavioral perspective。Journal of Retailing,73(3),337-360。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
12. | Johnson, M. D.、Gustafsson, A.、Andreassen, T. W.、Lervik, L.、Cha, J.(2001)。The evolution and future of national customer satisfaction index model。Journal of Economic Psychology,22,217-245。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
13. | Nguyen, N.、Leblanc, G.(2001)。Corporate Image and Corporate Reputation in Customers' Retention Decisions in Services。Journal of Retailing and Consumer Services,8(4),227-236。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
14. | Cassel, C.、Eklof, J. A.(2001)。Modelling customer satisfaction and loyalty on aggregate levels: Experience from the ECSI pilot study。Total Quality Management,12(7/8),834-841。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
15. | Espinoza, Miguel Morales(1999)。Assessing the Cross-Cultural Applicability of a Service Quality Measure: a Comparative Study between Quebec and Peru。International Journal of Service Industry Management,10(5),449-468。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
16. | Westbrook, R. A.、Reilly, M. D.(1983)。Value-percept disparity: An alternative to the disconfirmation of expectations theory of consumer satisfaction。Advances in Consumer Research,10(1),256-261。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
17. | Steenkamp, Jan-Benedict E. M.(1990)。Conceptual Model of the Quality Perception Process。Journal of Business Research,21(4),309-333。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
18. | Kettinger, W. J.、Lee, Sunro、Lee, Choong C.(1995)。Global Measures of Information Service Quality: A Cross-National Study。Decision Sciences,26(5),569-588。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
19. | Mattila, Anna S.(1999)。The Role of Culture and Purchase Motivation in Service Encounter Evaluations。Journal of Services Marketing,13(4/5),376-389。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
20. | Grønholdt, Lars、Martensen, Anne、Kristensen, Kai(2000)。The Relationship between Customer Satisfaction and Loyalty: Cross-industry Differences。Total Quality Management,11(4-6),509-514。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
21. | Morton, John、Rys, Melanie E.(1987)。Price Elasticity Prediction: New Research Tool for the Competitive 80s。Marketing News,21(1)。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
22. | Caruana, A.(2003)。The Impact of Switching Costs on Customer Loyalty: A Study among corporate Customers of Mobile Telephony。Journal of Targeting, Measurement and Analysis for Marketing,12(3),256-268。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
23. | Lee, J.、Lee, J.、Freick, L.(2001)。The impact of switching costs on the customer-loyalty link: Mobile phone service in France。Journal of Services Marketing,15(1),35-48。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
24. | Fornell, Claes、Johnson, Michael D.、Anderson, Eugene W.、Cha, Jaesung、Bryant, Barbara Everitt(1996)。The American Customer Satisfaction Index: Nature, Purpose, and Findings。Journal of Marketing,60(4),7-18。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
25. | Murgulets, L.、Eklöf, J.、Dukeov, I.、Selivanova, I.(2001)。Customer satisfaction and retention in transition economies。Total Quality Management,12(7/8),1037-1046。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
26. | Martensen, Anne、Gronholdt, Lars、Kristensen, Kai(2000)。The drivers of customer satisfaction and loyalty: Cross-industry findings from Denmark。Total Quality Management,11(4-6),544-553。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
27. | Andreassen, Tor Wallin、Lindestad, Bodil(1998)。Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise。International Journal of Service Industry Management,9(1),7-23。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
28. | Oliver, R. L.(1980)。A Cognitive Model of the Antecedent and Consequences of Satisfaction Decisions。Journal of Marketing Research,17(4),460-469。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
29. | Oliver, Richard L.、Rust, Roland T.、Varki, Sajeev(1997)。Customer Delight: Foundations, Findings, and Managerial Insight。Journal of Retailing,73(3),311-336。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
30. | Oliver, Richard L.(1981)。Measurement and Evaluation of Satisfaction Process in Retail Settings。Journal of Retailing,57(3),25-48。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
31. | Cardozo, Richard N.(1965)。An Experimental Study of Customer Effort, Expectation, and Satisfaction。Journal of Marketing Research,2(3),244-249。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
32. | 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) |
33. | Patterson, Paul G.、Spreng, Richard A.(1997)。Modeling the relationship between perceived value, satisfaction, and repurchase intentions in a business-to-business services context: An empirical examination。International Journal of Service Industry Management,8(5),414-434。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
34. | Woodside, Arch G.、Frey, Lisa L.、Daly, Robert Timothy(1989)。Linking service quality, customer satisfaction, and behavioral intention。Journal of Health Care Marketing,9(4),5-17。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
35. | 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) |
36. | Oliver, Richard L.(1993)。Cognitive, affective, and attribute bases of the satisfaction response。Journal of Consumer Research,20(3),418-430。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
37. | Churchill, Gilbert A. Jr.、Surprenant, Carol(1982)。An Investigation into the Determinants of Customer Satisfaction。Journal of Marketing Research,19(4),491-504。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
38. | 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) |
39. | Müller, Wolfgang(1991)。Gaining competitive advantage through customer satisfaction。European Management Journal,9(2),201-211。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
40. | 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) |
41. | Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science,12(2),125-143。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
42. | Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect?。Harvard Business Review,73(6),88-99。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
43. | Zeithaml, Valarie A.(1988)。Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence。Journal of Marketing,52(3),2-22。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
44. | Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing,54(2),69-82。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
45. | 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) |
46. | Hepworth, M.、Mateus, P.(1994)。Connection customer loyalty to the bottom line。Canadian Business Review,21(4),40-44。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |