期刊論文1. | Achrol, R. S.(1991)。“Evolution of the Marketing Organization: New Forms for Dynamic Environments,”。Journal of Marketing,55(4),77-93。 |
2. | Verhoef, Peter C.、Franses, Philip Hans、Hoekstra, Janny. C.(2002)。The Effect of Relational Constructs on Customer Referrals and Number of Services Purchased from a Multi-service Provider: Does Age of Relationship Matter?。Journal of the Academy of Marketing Science,30(3),202-216。 |
3. | Krishnan, B. C.、Hartline, M. D.(2001)。Brand Equity: Is It More Important in Services?。Journal of Services Marketing,15(5),328-342。 |
4. | Mattila, A.(2001)。The Impact of Product Category Risk on Service Satisfaction Evaluations。International Journal of Hospitality Management,20(1),29-43。 |
5. | Verhoef, P. C.、Franses, P. H.、Hoekstra, J. C.(2001)。The Impact of Satisfaction and Payment Equity on Cross Buying: A Dynamic Model for a Multi-service Provider。Journal of Retailing,77(3),359-378。 |
6. | Jacobs, R. S.、Hyman, M. R.、McQuitty, S.(2001)。Exchange-specific self-disclosure, social self-disclosure, and personal selling。Journal of Marketing Theory and Practice,9(1),48-62。 |
7. | Auh, Seigyoung、Auh, S.(2005)。The Effects of Soft and Hard Service Attributes on Loyalty: The Mediating Role of Trust。Journal of Services Marketing,19(2),81-92。 |
8. | Debling, F.(1998)。Mail Myopia: Or Examining Financial Services Marketing from A Brand Commitment Perspective。Marketing Intelligence & Planning,16(1),38-46。 |
9. | Howcroft, Barry、Beckett, Anthony(1996)。Branch Networks and the Retailing of High Credence Products。International Journal of Bank Marketing,14(4),3-11。 |
10. | Yen, H. J. R.、Gwinner, K. P.(2003)。Internet Retail Customer Loyalty: The Mediating Role of Relational Benefits。International Journal of Service Industry Management,14(5),483-500。 |
11. | Keaveney, S. M.、Parthasarathy, M.(2001)。Customer switching behavior in online services: an exploratory study of the role of selected attitudinal, behavioral, and demographic factors。Journal of the Academy of Marketing Science,29(4),374-390。 |
12. | Gao, Tao、Sirgy, M. Joseph、Bird, Monroe M.(2005)。Reducing Buyer Decision-making Uncertainty in Organizational Purchasing: Can Supplier Trust, Commitment, and Dependence Help?。Journal of Business Research,58(4),397-405。 |
13. | Liljander, V.、Roos, I.(2002)。Customer Relationship Levels-from Spurious to True Relationships。The Journal of Services Marketing,16(7),593-614。 |
14. | Gustafsson, Anders、Johnson, Michael D.、Roos, Inger(2005)。The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention。Journal of Marketing,69(4),210-218。 |
15. | Schlenker, B. R.、Helm, B.、Tedeschi, J. T.(1973)。The effects of personality and situational variables on behavioral trust。Journal of Personality and Social Psychology,25(3),419-427。 |
16. | Bolton, Ruth N.、Lemon, Katherine N.、Verhoef, Peter C.(2004)。The Theoretical Underpinnings of Customer Asset Management: A Framework and Propositions for Future Research。Journal of the Academy of Marketing Science,32(3),271-292。 |
17. | Johnson, D.、Grayson, K.(2005)。Cognitive and Affective Trust in Service Relations。Journal of Business Research,58(4),500-507。 |
18. | Guenzi, P.、Pelloni, O.(2004)。The impact of interpersonal relationships on customer satisfaction and loyalty to the service provider。International Journal of Service Industry Management,15(3/4),365-384。 |
19. | Coulter, Keith S.、Coulter, Robin A.(2003)。The Effects of Industry Knowledge on the Development of Trust in Service Relationships。International Journal of Research in Marketing,20(1),31-43。 |
20. | Baron, R. M.、Kenny, D. A.(198612)。The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations。Journal of Personality and Social Psychology,51(6),1173-1182。 |
21. | Wangenheim, Florian V.(2003)。Situational characteristics as moderators of the satisfaction-loyalty link: an investigation in a business-to-business context。Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior,16,145-156。 |
22. | Tam, Jackie L. M.、Wong, Y. H.(2001)。Interactive Selling: A Dynamic Framework for Services。Journal of Services Marketing,15(5),379-396。 |
23. | 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。 |
24. | Mittal, B.、Lassar, W. M.(1998)。Why do Customers Switch? The Dynamics of Satisfaction Versus Loyalty。Journal of Services Marketing,12(3),177-194。 |
25. | Thakor, M. V.、Kumar, A.(2000)。What is a professional service? A conceptual review and bi-national investigation。Journal of Services Marketing,14(1),63-82。 |
26. | 謝依靜、吳嘉慧(20040800)。金融服務業顧客關係利益與忠誠度之探討。臺灣管理學刊,4(2),225-249。 延伸查詢 |
27. | Garbarino, Ellen、Johnson, Mark S.(19990400)。The Different Roles of Satisfaction, Trust, and Commitment in Consumer Relationships。Journal of Marketing,63(2),70-87。 |
28. | Dorsch, M. J.、Swanson, S. R.、Kelley, S. W.(1998)。The role of relationship quality in the stratification of vendors as perceived by customers。Journal of the Academy of Marketing Science,26(2),128-142。 |
29. | Delgado-Ballester, E.、Munuera-Alemán, J. L.(2001)。Brand trust in the context of consumer loyalty。European Journal of Marketing,35(11/12),1238-1258。 |
30. | Jap, S. D.(2001)。The strategic role of the salesforce in developing customer satisfaction across the relationship lifecycle。Journal of Personal Selling and Sales Management,21(2),95-108。 |
31. | Beatty, Sharon E.、Smith, Scott M.(1987)。External search effort: An investigation across several product categories。Journal of Consumer Research,14(1),83-95。 |
32. | 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。 |
33. | Moorman, Christine、Zaltman, Gerald、Deshpande, Rohit(1992)。Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations。Journal of Marketing Research,29(3),314-328。 |
34. | Crosby, Lawrence A.、Evans, Kenneth R.、Cowles, Deborah(1990)。Relationship Quality in Services Selling: An Interpersonal Influence Perspective。Journal of Marketing,54(3),68-81。 |
35. | 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。 |
36. | Doney, Patricia M.、Cannon, Joseph P.(1997)。An Examination of the nature of trust in buyer-seller relationships。Journal of Marketing,61(2),35-51。 |
37. | Fornell, Claes、Larcker, David F.(1981)。Evaluating Structural Equation Models with Unobservable Variables and Measurement Error。Journal of Marketing Research,18(1),39-50。 |
38. | Heide, Jan B.、Weiss, Allen M.(1995)。Vendor Consideration and Switching Behavior for Buyers in High-Technology Markets。Journal of Marketing,59(3),30-43。 |
39. | Agustin, Clara、Singh, Jagdip(2005)。Curvilinear effects of consumer loyalty determinants in relational exchanges。Journal of Marketing Research,42(1),96-108。 |
40. | Selnes, Fred(1993)。An Examination of the Effect of Product Performance on Brand Reputation, Satisfaction and Loyalty。European Journal of Marketing,27(9),19-35。 |
41. | Selnes, Fred(1998)。Antecedents and Consequences of Trust and Satisfaction in Buyer-Seller Relationships。European Journal of Marketing,32(3/4),305-322。 |
42. | Bennett, Rebekah、Rundle-Thiele, Sharyn(2004)。Customer satisfaction should not be the only goal。Journal of Services Marketing,18(7),514-523。 |
43. | Bloemer, Josée、Brijs, Tom、Swinnen, Gilbert、Vanhoof, Koen(2002)。Identifying Latently Dissatisfied Customers and Measures for Dissatisfaction Management。International Journal of Bank Marketing,20(1),27-37。 |
44. | Jamal, A.、Naser, K.(2002)。Customer Satisfaction and Retail Banking: An Assessment of Some of the Key Antecedents of Customer Satisfaction in Retail Banking。The International Journal of Bank Marketing,20(4/5),146-160。 |
45. | Ganesan, Shankar(1994)。Determinants of long-term orientation in buyer-seller relationships。Journal of Marketing,58(2),1-19。 |
46. | De Wulf, Kristof、Odekerken-Schröder, Gaby J.、Iacobucci, Dawn(2001)。Investments in consumer relationships: A cross-country and cross-industry exploration。Journal of Marketing,65(4),33-50。 |
47. | Morgan, Robert M.、Hunt, Shelby D.(1994)。The commitment-trust theory of relationship marketing。Journal of Marketing,58(3),20-38。 |
48. | 方世榮(20021200)。關係價值、關係品質與忠誠度之探討--零售銀行業的實證研究。管理學報,19(6),1097-1130。 延伸查詢 |
49. | Ali, H.、Birley, S.(1998)。The role of trust in the marketing activities of entrepreneurs establishing new ventures。Journal of Marketing Management,14(7),749-763。 |
50. | Cannon, Joseph P.、Perreault, William D. Jr.(1999)。Buyer-Seller Relationships in Business Markets。Journal of Marketing Research,36(4),439-460。 |
51. | Johnson, Jean L.(1999)。Strategic integration in industrial distribution channels: Managing the interfirm relationship as a strategic asset。Journal of the Academy of Marketing Science,27(1),4-18。 |
52. | Daft, Richard L.、Lengel, Robert H.(1986)。Organizational Information Requirements, Media Richness and Structural Design。Management Science,32(5),554-571。 |
53. | Patterson, Paul G.、Johnson, Lester W.、Spreng, Richard A.(1997)。Modeling the determinants of customer satisfaction for business-to-business professional services。Journal of the Academy of Marketing Science,25(1),4-17。 |
54. | Oliver, Richard L.(1980)。A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions。Journal of Marketing Research,17(4),460-469。 |
55. | 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。 |
56. | McAllister, Daniel J.(1995)。Affect and Cognition Based Trust as Foundations for Interpersonal Cooperation in Organization。Academy of Management Journal,38(1),24-59。 |
57. | 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。 |
58. | Chaudhuri, Arjun、Holbrook, Morris B.(2001)。The chain of effects From brand trust and brand affect to brand performance: The role of brand loyalty。Journal of Marketing,65(2),81-93。 |
59. | Oliver, A. L.(1997)。On the Nexus of Organizations and Professions: Networking through Trust。Sociological Inquiry,67(2),227-245。 |
60. | Keiningham, T.、Perkins-Munn, L.、Evans, H.、Keiningham, T. L.、Perkins-Munn, T.(2003)。The Impact of Customer Satisfaction on Share-of-wallet in a Business-to-business Environment。Journal of Service Research,6(1),37-50。 |
61. | San Martin, S.、Gutiérrez, J.、Camarero, C.(2004)。The Consumer's Relational Commitment: Main Dimensions and Antecedents。Journal of Retailing and Consumer Services,11,351-367。 |
62. | Van Riel, A. C. R.、Lievens, A.(2004)。New Service Development in High Tech Sectors: A Decision-making Perspective。International Journal of Service Industry Management,15(1),72-101。 |
63. | Flanagan, P.、Johnston, R.、Talbot, D.(2005)。Customer Confidence: The Development of a "Pre-experience" Concept。International Journal of Service Industry Management,16(3/4),373-384。 |
64. | Hauser, J. R.、Wernerfelt, B.(1990)。An Evaluation Cost Model of Evoked Sets。Journal of Consumer Research,16(4),393-408。 |
65. | Johnson, M. D.、Nader, G.、Fornell, C.(1996)。Expectations, Perceived Performance, and Customer Satisfaction for a Complex Service: The Case of Bank Loans。Journal of Economy Psychology,17(2),163-182。 |
66. | Rust, Roland T.、Inman, J. Jeffrey、Jia, Jianmin、Zahorik, Anthony(1999)。What You Don't Know About Customer Perceived Quality: The Role of Customer Expectation Distributions。Marketing Science,18(1),77-92。 |
67. | Laing, A. W.、Lian, P. C. S.(2005)。Inter-organisational Relationships in Professional Services: Towards a Typology of Service Relationships。Journal of Services Marketing,19(2),114-127。 |
68. | Van Birgelen, M.、De Ruyter, K.、Wetzels, M.(2000)。The Impact of Incomplete Information on the Use of Marketing Research Intelligence in International Service Settings: An Experimental Study。Journal of Service Research,2(4),372-387。 |
69. | Beckett, A.(2000)。Strategic and Marketing Implications of Customer Behaviour in Financial Services。The Service Industries Journal,20(3),191-208。 |
70. | Achrol, R. S.、Stern, L. W.(1988)。Environmental Determinants of Decision Making Uncertainty in Marketing Channels。Journal of Marketing Research,25(1),36-50。 |
71. | Nagar, V.、Rajan, M. V.(2005)。Measuring Customer Relationships: The Case of the Retail Banking Industry。Management Science,51(6),904-919。 |
72. | Becker, M. C.、Knudsen, T.(2005)。The Role of Routines in Reducing Pervasive Uncertainty。Journal of Business Research,58(6),746-757。 |
73. | Dequech, D.(2006)。New Institutional Economics and the Theory of Behaviour under Uncertainty。Journal of Business Research,59(1),109-131。 |
74. | San Martin, S.、Camarero, C.(2005)。Consumer Reactions to Firm Signals in Asymmetric Relationships。Journal of Service Research,8(1),79-97。 |