| 期刊論文| 1. | Berry, L.、Thomas W. T.(1982)。Relaionship Banking:Art of Turing Customers into Clients。Journal of Bank Retailing，4，64-73。   | | 2. | Zeithaml, V. A.(2002)。Service excellence in electronic channels。Managing Service Quality，12(3)，135-138。 | | 3. | Kierzkowski, A.、McQuade, S.、Waitman, R.、Zeisser, M.(1996)。Marketing to the digital consumer。The McKinsey Quarterly，2，180-183。 | | 4. | Berry, Leonard L.(1981)。The Employee as Customer。Journal of Retail Banking，3(3)，24-25。 | | 5. | Churchill, G. A.、Suprenant, C.(1982)。The seven myths of service marketing。Banking Marketing，17(6)，24-32。 | | 6. | Shostack, G. Lynn(1984)。Designing services that deliver。Harvard Business Review，62(1)，133-139。 | | 7. | Roberts, Mary Lou、Wortzel, Lawrence H.(1979)。New Life-Style Determinants of Women's Food Shopping Behavior。Journal of Marketing，43(3)，28-39。 | | 8. | Cardozo, Richard N.(1965)。An Experimental Study of Customer Effort, Expectation, and Satisfaction。Journal of Marketing Research，2(3)，244-249。 | | 9. | Grönroos, Christian A.(1984)。A Service Quality Model and its Marketing Implications。European Journal of Marketing，18(4)，36-44。 | | 10. | Grönroos, Christian(1978)。A Service-Orientated Approach to Marketing of Services。European Journal of Marketing，12(8)，588-601。 | | 11. | Parasuraman, A. P.、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implication for Future Research。Journal of Marketing，49(4)，41-50。 | | 12. | 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。 | | 13. | Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing，54(2)，69-82。 | | 14. | 蔡月香、黃湘玲(2004)。網路書店與消費者購後行為研究。臺灣銀行季利，55(3)，241-263。 延伸查詢 | | 15. | 李祥林、林晉寬、莊寶鵬(1998)。中小型專業以務組織之內部行銷作為。屏東科技大學學報，7(4)，291-304。 延伸查詢 | | 16. | Thomas, D. R. E.(1978)。Strategy Is Different in Service Industries。Harvard Business Review，56，160-161。 | | 17. | Magrath, A. J.(1986)。When marketing service, 4Ps are not enough。Business Horizons，29(3)，44-50。 | 會議論文| 1. | Parasuraman, A.(199610)。Understanding and leveraging the role of customer service in external, interactive and internal marketing。Frontiers in Service Conference。Nashville, TN。 | | 2. | Grönroos, C.(1981)。Internal marketing-theory and practice。American Marketing Association services Marketing Conference，41-47。 | | 3. | 王精文、黃淑琴(1999)。台灣壽險業內部行銷與經營績效之關聯性探討。第五屆服務管理研討會。 延伸查詢 | 圖書| 1. | Oliver, R. L.(1999)。Value as excellence in the consumption experience。Routledge。 | | 2. | 蕭富峰(1997)。內部行銷作為。台北：天下文化出版社。 延伸查詢 | | 3. | McCarthy, E. J.(1960)。Basic Marketing: A Managerial Approach。Homewood, Illinois：Richard D. Irwin, Inc.。 | | 4. | Berry, L. L.、Parasuraman, A.、Zeithaml, V. A.(1991)。Marketing Services: Competing through Quality。New York：The Free Press。 | | 5. | Grönroos, Christian(1990)。Service management and marketing: managing the moments of truth service competition。Lexington Books。 | | 6. | Kalakota, Ravi、Whinston, Andrew B.(1996)。Frontiers of electronic commerce。Addison-Wesley Publishing Company。 | | 7. | Heskett, J. L.、Sasser, W. E.、Hart, C. W.(1989)。Service breakthroughs: changing the rules of the games。New York：The Fress Press。 | | 8. | McCarthy, E. J.(1999)。Basic Marketing: A Managerial Approach。Homewood, IL。 | | 9. | Molenaar, C.(1995)。Interactive marketing。Gower。 | 其他| 1. | 中央社(2004)。有網購經驗者漸多 美容保養品及出版品居多。 延伸查詢 | |