| 期刊論文| 1. | Reichheld, Frederick F.(1996)。Learning from Customer Defections。Harvard Business Review，74(2)，56-70。   | | 2. | Han, Jaemin、Han, Dooheum(2001)。A Framework for Analyzing Customer Value of Internet Business。Journal of Information Technology Theory and Application，3(5)，25-38。 | | 3. | Brown, G. H.(19520609)。Brand Loyalty-Fact or Fiction。Advertising Age，23，53-55。 | | 4. | Oliver, R. L.(1999)。Whence Customer Loyalty?。Journal of Marketing，63(4)，33-44。 | | 5. | Keeney, Ralph L.(1999)。The Value of Internet Commerce to the Customer。Management Science，45(4)，533-542。 | | 6. | Eighmey, John(1997)。Profiling user responses to commercial web sites。Journal of Advertising Research，37(3)，59-66。 | | 7. | Smith, Ellen Reid(2001)。Seven Steps to Building E-Loyalty。Medical Marketing and Media，36(3)，94-102。 | | 8. | Anderson, E. W.、Mittal, V.(2000)。Strengthening the satisfaction-profit chain。Journal of Service Research，3(2)，107-120。 | | 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. | Chang, Tung-Zong、Wildt, Albert R.(1994)。Price, product information, and purchase intention: an empirical study。Journal of the Academy of Marketing Science，22(1)，16-27。 | | 11. | Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing，56(1)，6-21。 | | 12. | Oliver, Richard L.、DeSarbo, Wayne S.(1988)。Response Determinants in Satisfaction Judgments。Journal of Consumer Research，14(4)，495-507。 | | 13. | Parasuraman, Ananthanarayanan Parsu、Grewal, Dhruv(2000)。The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda。Journal of the Academy of Marketing Science，28(1)，168-174。 | | 14. | Oliver, Richard L.(1980)。A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions。Journal of Marketing Research，17(4)，460-469。 | | 15. | Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science，12(2)，125-143。 | | 16. | Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect?。Harvard Business Review，73(6)，88-99。 | | 17. | 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。 | 圖書| 1. | 黃俊英(2004)。行銷學原理。臺北市：華泰。 延伸查詢 | | 2. | Oliver, R. L.(1997)。Satisfaction: A behaviorperspective on the consumer。New York：McGraw-Hill。 | | 3. | Cavana, R. Y.、Delahaye, B. L.、Sekaran, Uma S.(2001)。Applied business research: Qualitative and quantitative methods。New York, NY。 | | 4. | Cooper, D. R.、Schindler, P. S.(2003)。Business Research Methods。McGraw-Hill Irwin Publisher。 | | 5. | 吳明隆、涂金堂(2006)。SPSS與統計應用分析。五南圖書出版股份有限公司。 延伸查詢 | | 6. | Kotler, Philip(1996)。Marketing Management: Analysis, Planning, Implementation, and Control。Prentice-Hall, Inc.。 | | 7. | Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。 | |