期刊論文1. | Davidow, M.(2003)。Have You Heard The Word? The Effect of Word of Mouth on Perceived Justice, Satisfaction and Repurchase Intention Following Complaint Handling。Journal of Consumer Satisfaction, Dissatiafaction and Complaining Behavior,16,67-80。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
2. | Verhoef, P. C., Frances, P. H., and Hoekstra, J. C.(2002)。The Effect of Relational Constructs on Customer Referrals and Number of Services Purchased form a Multi-service Provider: Does Age of RelationshipMatter?。Journal of the Academy of Marketing Science,vol. 30;no. 3,pp.202-216。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
3. | Buttle, F.、Burton, J.,(2002)。Does Service Failure Influence CustomerLoyalty?。Journal of Consumer Behavior,1(3),217-227。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
4. | Bei, Lien-Ti、Chiao, Yu-Ching(2001)。An Integrated Model for the Effect of Product, Perceived Service Quality, and Perceived Price Fairness on Consumer Satisfaction and Loyalty。Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior,14,125-140。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
5. | Mattila, A. S.(2001)。“The effectiveness of service recovery in a multi-industry setting”。The Journal of Service Marketing,15 (6/7),583-596。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
6. | O'Malley, L.(1998)。Can Loyalty Schemes Really Build Loyalty?。Marketing Intelligence and Planning,16(1),47-55。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
7. | 陳正男、曾倫崇、張婷玥(20010900)。連鎖便利商店服務品質、服務滿意度與加盟意向之關連性研究。產業金融季刊,112,86-105。 延伸查詢![new window](/gs32/images/newin.png) |
8. | Ranaweera, C.、Prabhu, J.(2003)。On the relative importance of customer satisfaction and trust as determinants of customer relation and positive word of mouth。Journal of Targeting, Measurement and Analysis of Marketing,12(1),82-90。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
9. | Fornell, C.、Wemerfelt, B.(1987)。Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis。Journal of Marketing Research,24(4),337-346。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
10. | Mittal, Vikas、Kumar, Pankaj、Tsiros, Michael(1999)。Attribute-level performance, satisfaction, and behavioral intentions over time: a consumption-system approach。Journal of Marketing,63(2),88-101。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
11. | Chiou, Jyh-Shen、Droge, Cornelia、Hanvanich, Sangphet(2002)。Does Customer Knowledge Affect How Loyalty is Formed?。Journal of Service Research,5(2),113-124。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
12. | Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review,68(5),105-111。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
13. | Bloemer, J.、Ruyter, K. D.、Peeters, P.(1998)。Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction。International Journal of Bank Marketing,16(7),276-286。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
14. | Smith, A. K.、Bolton, R. N.、Wagner, J.(1999)。A model of customer satisfaction with service encounters involving failure and recover。Journal of Marketing Research,36(3),356-372。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
15. | Oliver, Richard L.、Swan, John E.(1989)。Equity and Disconfirmation Perceptions as Influences on Merchant and Product Satisfaction。Journal of Consumer Research,16(3),372-388。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
16. | Kelley, Scott W.、Davis, Mary A.(1994)。Antecedents to Customer Expectations for Service Recovery。Journal of the Academy of Marketing Science,22(1),52-61。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
17. | Campbell, Donald T.、Fiske, Donald W.(1959)。Convergent and Discriminant Validation by Multitrait-Multimethod Matrix。Psychological Bulletin,56(2),81-105。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
18. | Greenberg, Jerald(1990)。Organizational justice: Yesterday, today, and tomorrow。Journal of Management,16(2),399-432。 ![](/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. | Greenberg, Jerald(1987)。A taxonomy of organizational justice theories。Academy of Management Review,12(1),9-22。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
21. | Dick, Alan S.、Basu, Kunal K.(1994)。Customer Loyalty: Toward an Integrated Conceptual Framework。Journal of the Academy of Marketing Science,22(2),99-113。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
22. | 方世榮、黃美卿(20010900)。銀行業關係價值--忠誠度模式之實證研究。輔仁管理評論,8(2),47-71。 延伸查詢![new window](/gs32/images/newin.png) |
23. | Bagozzi, Richard P.、Yi, Youjae(1988)。On the Evaluation of Structural Equation Models。Journal of the Academy of Marketing Science,16(1),74-94。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
24. | Bloemer, Josée、Odekerken-Schröder, Gaby(2002)。Store satisfaction and store loyalty explained by customer and store-related factors。Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior,15(1),68-80。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
25. | Morgan, Robert M.、Hunt, Shelby D.(1994)。The commitment-trust theory of relationship marketing。Journal of Marketing,58(3),20-38。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
26. | Hennig-Thurau, Thorsten、Gwinner, Kevin P.、Gremler, Dwayne D.(2002)。Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationship Quality。Journal of Service Research,4(3),230-247。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
27. | Olsen, Line Lervik、Johnson, Michael D.(2003)。Service equity, satisfaction, and loyalty: From transaction-specific to cumulative evaluations。Journal of Service Research,5(3),184-195。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
28. | 曾真真、何雍慶、黃淑琴(20030900)。產品核心利益與認知價值、滿意度及忠誠度之整合分析--以臺中市壽險保戶為例。輔仁管理評論,10(3),89-104。 延伸查詢![new window](/gs32/images/newin.png) |
29. | 張重昭、韓維中、張心馨(20030600)。服務缺失、顧客歸因與補救回復措施之顧客滿意度模式。企業管理學報,57,129-162。 延伸查詢![new window](/gs32/images/newin.png) |
30. | Bolton, Ruth N.、Lemon, Katherine N.(1999)。A Dynamic Model of Customer's Usage of Services: Usage as an Antecedent and Consequence of Satisfaction。Journal of Marketing Research,36(2),171-186。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
31. | 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) |
32. | Javalgi, Rajshekhar Raj G.、Moberg, Christopher R.(1997)。Service Loyalty: Implications for Service Providers。Journal of Service Marketing,11(3),165-179。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
33. | Aspinall, E., C. Nancarrow, and M. Stone(2001)。“The Meaning and Measurement of Customer Retention.”。Journal of Targeting Measurement and Analysis for Marketing,10,no.1,79-87。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
34. | Blodgett, J. G., D. J. Hill, and S. S. Tax(1997)。“The Effect of Distributive, Procedural, and International Justice on Postcomplaint Behavior.”。Journal of Retailing,73,no.2,185-210。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
35. | Brashear, T. G., J. S. Boles, D. N. Bellenger, and C. M. Brooks(2003)。“An Empirical Test of Trust- Building Processes and Outcomes in Sales Manager-Salesperson Relationship.”。Journal of Academy of Marketing Science,31,no.2,189-200。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
36. | Dube, L. and M. F. Maute(1996)。“The Antecedents of Brand Switching, Brand Loyalty and Verbal Resposes to Service Failure.”。Advance in Service Marketing and Management,127-51。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
37. | Goodwin, C. and I. Ross(1992)。“Consumer Response to Servuce Failure: Influence of Procedural and Interactional Fairness Perceptions.”。Journal of Business Research,25,149-63。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
38. | Greenberg, J.(1986)。“Determinants of Perceived Fairness of Performance Evaluation.”。Journal of Applied Psychology,71,340-42。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
39. | Harrison-Walker, L. J.(2001)。“The Measurement of Word-of-Mouth Commitment and an Investigation of Service Quality and Customer Commitment as Potential Antecedents.”。Journal of Service Research,4,no.1,60-75。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
40. | Kim, W. G. and Y. Cha(2002)。“Antecedents and Consequence of Relationship Quality in Hotel Industry.”。Hospitality Management,21,321-38。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
41. | Oliver, R. L. and J. E. Swan(1989)。“Consumer Perceptions of Interpersons Equity and Satisfaction in Transactions: A Field Survey Approach.”。Journal of Marketing,53,no.2,21-35。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
42. | Pritchard, M. P., M. E. Havitz, and D. R. Howard(1999)。“Analyzing the Commitment-Loyalty Link in Service Context.”。Journal of the Academy of Marketing Science,27,no.3,333-48。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
43. | Reichheld, F. F.(1996)。“Learning from Customer Defections.”。Harvard Business Review,No.March- April,56-69。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
44. | Rusbult, C. E.,M. I. Zembrodt, and L .K. Gunn(1982)。“Exit ,Voice, Loyalty, and Neglect: Respones to Dissatisfaction in Romantic Involvement.”。Journal of Personality and Social Psychology,43,1230-42。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
45. | Rusbult, C. E., D. Ferrel, G. Rogers, and A. G. Mainous III(1988)。“Impact of Exchange Variable on Exit , Voice, Loyalty and Neglect: An Integrative Model of Responses to Declinging Job Satisfaction.”。Academy of Management Journal,31,599-627。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
46. | Shemwell, D. J., J. J. Cronin Jr., and W. R. Bullard(1994)。“Relational Exchange in Service: An Empirical Investigation of Ongoing Customer Service-Provider Relationship.”。International Journal of Service Industry Management,5,no.4,255-72。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
47. | Tax, S. S., S. W. Brown, and M. Chandrashekaran(1998)。“Customer Evaluation of Service Complaint Experience: Implication for Relationship Marketing.”。Journal of Marketing,62,no.1,pp.60-76。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
48. | Verhoef, P. C.(2003)。“Understanding the Effect of Customer Relationship Management Effects on Customer Retention and Customer Share Development.”。Journal of Marketing,67,no.3,pp.30-45。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
49. | Zeithaml, V. A., L. L. Berry, and A. Parasuraman(1996)。“The Behavioral Consequence of Service Quality.”。Journal of Marketing,60,no.1,31-46。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |