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3. | Parasuraman, A.、Zeighaml, V. A.、Berry, L. L.(1985)。Reassessment of Expectations as a Comparison Standard in Measuring Service Quality。Journal of Marketing,49,111-124。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
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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) |
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8. | Janda, S.、Trocchia, P. J.、Gwinner, K. P.(2002)。Consumer Perceptions of Internet Retail Service Quality。International Journal of Service Industry Management,13(5),412-433。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
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10. | Buckley, James J.(1985)。Fuzzy hierarchical analysis。Fuzzy Sets and Systems,17(3),233-247。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
11. | Hoffman, Donna L.、Novak, Thomas P.(1997)。A New Marketing Paradigm for Electronic Commerce。The Information Society,13(1),43-54。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
12. | 鄧振源、曾國雄(19890700)。層級分析法(AHP)的內涵特性與應用。中國統計學報,27(7),13767-13786。 延伸查詢![new window](/gs32/images/newin.png) |
13. | 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) |
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16. | 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) |
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