| 期刊論文| 1. | Neal, W. D.(1999)。Satisfaction is Nice, But Value Drive Loyalty。Marketing Research，11(1)，20-23。   | | 2. | de Ruyter, Ko D.、Bloemer, Jose、Peetets, Pascal(1997)。Merging service quality and service satisfaction: An empirical test of an integrative model。Journal of Economic Psychology，18(4)，387-406。 | | 3. | Priluck, R.(2003)。Relationship marketing can mitigate product and service failures。Journal of Services Marketing，17(1)，37-52。 | | 4. | Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review，68(5)，105-111。 | | 5. | 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。 | | 6. | 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。 | | 7. | Bitner, Mary Jo、Booms, Bernard H.、Tetreault, Mary Stanfield(1990)。The Service Encounter: Diagnosing Favorable & Unfavorable Incidents。Journal of Marketing，54(1)，71-84。 | | 8. | Garbarino, Ellen、Johnson, Mark S.(19990400)。The Different Roles of Satisfaction, Trust, and Commitment in Consumer Relationships。Journal of Marketing，63(2)，70-87。 | | 9. | Woodruff, Robert B.(1997)。Customer value: The next source for competitive advantage。Journal of the Academy of Marketing Science，25(2)，139-153。 | | 10. | 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。 | | 11. | Cronin, J. Joseph Jr.、Brady, Michael K.、Hult, G. Tomas M.(2000)。Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments。Journal of Retailing，76(2)，193-218。 | | 12. | Heskett, James L.、Jones, Thomas O.、Loveman, Gary W.、Sasser, W. Earl Jr.、Schlesinger, Leonard A.(1994)。Putting the Service-Profit Chain to Work。Harvard Business Review，72(2)，164-174。 | | 13. | Bolton, Ruth N.、Drew, James H.(1987)。A Multistage Model of Customers' Assessments of Service Quality and Value。Journal of Consumer Research，17(4)，375-384。 | | 14. | 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。 | | 15. | Bitner, Mary Jo、Booms, Bernard Henry、Mohr, Lois A.(1994)。Critical Service Encounters: The Employee's Viewpoint。Journal of Marketing，58(4)，95-106。 | | 16. | Spreng, Richard A.、Harrell, Gilbert D.、Mackoy, Robert D.(1995)。Service Recovery: Impact on Satisfaction and Intentions。Journal of Services Marketing，9(1)，15-23。 | | 17. | Fisk, Raymond P.、Brown, Stephen W.、Bitner, Mary Jo(1993)。Tracking the Evolution of the Services Marketing Literature。Journal of Retailing，69(1)，61-103。 | | 18. | 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。 | | 19. | Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing，54(2)，69-82。 | | 20. | Jones, Michael A.、Suh, Jaebeom(2000)。Transaction-Specific Satisfaction and Overall Satisfaction: An Empirical Analysis。Journal of Services Marketing，14(2)，147-159。 | | 21. | Sheth, Jagdish N.、Newman, Bruce I.、Gross, Barbara L.(1991)。Why We Buy What We Buy: The Theory of Consumption Value。Journal of Business Research，22(2)，159-170。 | | 22. | Zeithaml, V. A., Berry, L. L.,、Parasuraman, A.(1996)。The behavioral consequence of services quality。Journal of Marketing，60(2)，31-46。 | 圖書| 1. | Day, G. S.(1990)。Marketing Driven Strategy: Processes for Creating Value。New York, NY：The Free Press。 | | 2. | Bentler, P. M.、Wu, E. J. C.(1993)。EQS/Windows user's guide。Los Angeles, CA：BMDP Statistical Software。 | | 3. | Bollen, K. A.(1989)。Structural Equations with Latent Variables。New York：John Wiley & Sons。 | | 4. | Kline, R. B.(1998)。Principle and practice of structural equation modeling。New York, NY：Guilford Press。 | | 5. | Howard, John A.、Sheth, Jagdish N.(1969)。The Theory of Buyer Behavior。John Wiley & Sons, Inc.。 | | 6. | Byrne, B. M.(1989)。A primer of LISREL: basic applications and programming for confirmatory factor analytic models。New York：Springer-Verlag。 | | 7. | Jöreskog, K. G.、Sörbom, D.(1989)。LISREL 7: A Guide to the Program and Application。Chicago, IL：Scientific Software International, Inc.：SPSS Inc。 | | 8. | Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。 | |