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A.、Thomas, G.(2000)。The Measurement of Perceived Relationship Quality Components: A Confirmatory Factor Analytic Approach。Personality and Social Psychology Bulletin，26(3)，340-354。 | | 13. | Ball, D.、Coelho, P. S.、Machas, A.(2004)。The Role of Communication and Trust in Explaining Customer Loyalty。European Journal Marketing，38(9/10)，1272-1293。 | | 14. | Holmlund, M.、Kock, S.(1996)。Relationship Marketing: The Importance of Banking Customer-Perceived Service Quality in Retail Banking。Service Industries Journal，16(3)，287-304。 | | 15. | Bearden, W. O.、Teel, J. E.(1983)。Selected Determinants of Consumer Satisfaction and Complaints Report。Journal of Marketing Research，20(1)，21-28。 | | 16. | Priluck, R.(2003)。Relationship marketing can mitigate product and service failures。Journal of Services Marketing，17(1)，37-52。 | | 17. | Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review，68(5)，105-111。 | | 18. | Shani, D.、Chalasani, S.(1992)。Exploiting niches using relationship marketing。The Journal of Consumer Marketings，9(6)，223-245。 | | 19. | Peterson, Robert A.(1995)。Relationship marketing and the consumer。Journal of the Academy of Marketing Science，23(4)，278-281。 | | 20. | Crosby, Lawrence A.、Stephens, Nancy(1987)。Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry。Journal of Marketing Research，24(4)，404-411。 | | 21. | MacMillan, Keith、Money, Kevin、Money, Arthur、Downing, Steve(2005)。Relationship Marketing in the Not-for-profit Sector: An Extension and Application of the Commitment-trust Theory。Journal of Business Research，58(6)，806-818。 | | 22. | 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。 | | 23. | Ravald, A.、Grönroos, C.(1996)。The Value Concept Relationship Marketing。European Journal of Marketing，30(2)，19-30。 | | 24. | Chiou, J. S.(2004)。The antecedents of consumers' loyalty toward Internet service providers。Information & Management，41(6)，685-695。 | | 25. | Ulrich, D.、Barney, J. B.(1984)。Perspectives in Organizations: Resource Dependence, Efficiency, and Population。The Academy of Management Review，9(3)，471-481。 | | 26. | Bolton, Ruth N.(1998)。A dynamic model of the duration of the customer's relationship with a continuous service provider: The role of satisfaction。Marketing Science，17(1)，45-65。 | | 27. | Gwinner, Kevin P.、Gremler, Dwayne D.、Bitner, Mary Jo(1998)。Relational Benefits in Services Industries: The Customer's Perspective。Journal of the Academy of Marketing Science，26(2)，101-114。 | | 28. | Gefen, David、Karahanna, Elena、Straub, Detmar W.(2003)。Trust and TAM in Online Shopping: An integrated Model。Management Information Systems Quarterly，27(1)，51-90。 | | 29. | Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。Communication and Control Processes in the Delivery of Service Quality。Journal of Marketing，52(2)，35-48。 | | 30. | Dwyer, F. Robert、Schurr, Paul H.、Oh, Sejo(1987)。Developing Buyer-Seller Relationships。Journal of Marketing，51(2)，11-27。 | | 31. | Price, Linda L.、Arnould, Eric J.(1999)。Commercial Friendships: Service Provider-Client Relationships in Context。Journal of Marketing，63(4)，38-56。 | | 32. | Bitner, Mary Jo(1995)。Building Service Relationships: It's All about Promises。Journal of the Academy of Marketing Science，23(4)，246-251。 | | 33. | 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。 | | 34. | Hennig-Thurau, Thorsten、Klee, Alexander(1997)。The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development。Psychology & Marketing，14(8)，737-764。 | | 35. | Prus, Amanda、Brandt, D. Randall(1995)。Understanding Your Customers: What You Can Learn from a Loyalty Index。Marketing Tools，2(5)，10-14。 | | 36. | Smith, J. Brock(1998)。Buyer-seller relationships: Similarity, relationship management, and quality。Psychology & Marketing，15(1)，3-21。 | | 37. | Swan, J. E.、Trawick, I. F.、Silva, D. W.(1985)。How industrial salespeople gain customer trust。Industrial Marketing Management，14(3)，203-211。 | | 38. | Yu, Yi-Ting、Dean, Alison(2001)。The contribution of emotional satisfaction to consumer loyalty。International Journal of Service Industry Management，12(3)，234-250。 | | 39. | Berry, Leonard L.(1995)。Relationship Marketing of Services: Growing Interest, Emerging Perspectives。Journal of the Academy of Marketing Science，23(4)，236-245。 | | 40. | Anderson, James C.、Narus, James A.(1990)。A model of distributor firm and manufacturer firm working partnerships。Journal of Marketing，54(1)，42-58。 | | 41. | Singh, Jagdip、Sirdeshmukh, Deepak(2000)。Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments。Journal of the Academy of Marketing Science，28(1)，150-167。 | | 42. | Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing，56(1)，6-21。 | | 43. | Day, George S.(2000)。Managing Market Relationships。Journal of the Academy of Marketing Science，28(1)，24-30。 | | 44. | Kumar, Nirmalya、Scheer, Lisa K.、Steenkamp, Jan-Benedict E. M.(1995)。The Effects of Supplier Fairness on Vulnerable Resellers。Journal of Marketing Research，32(1)，54-65。 | | 45. | 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。 | | 46. | Andaleeb, S. S.(1996)。An Experimental Investigation of Satisfaction and Commitment in Marketing Channels: The Role of Trust and Dependence?。Journal of Retailing，72(1)，77-93。 | | 47. | Morgan, Robert M.、Hunt, Shelby D.(1994)。The commitment-trust theory of relationship marketing。Journal of Marketing，58(3)，20-38。 | | 48. | 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。 | | 49. | Oliver, Richard L.(1981)。Measurement and evaluation of satisfaction processes in retail settings。Journal of Retailing，57(3)，25-48。 | | 50. | Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science，12(2)，125-143。 | | 51. | Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect?。Harvard Business Review，73(6)，88-99。 | | 52. | Anderson, Eugene W.、Fornell, Claes、Lehmann, Donald R.(1994)。Customer satisfaction, market share, and profitability: Findings from Sweden。Journal of Marketing，58(3)，53-66。 | | 53. | Gummeson, E.(1987)。Implementation Requires a Relationship Marketing Paradigm。Academy of Marketing Science，26(3)，242-249。 | 學位論文| 1. | 黃文郎(2007)。寬頻網路維修服務品質與顧客滿意度關係之研究 —以中華電信北區分公司ADSL顧客為例(碩士論文)。中原大學。 延伸查詢 | | 2. | 傅建彰(2003)。服務品質、網路素養、顧客滿意度及品牌忠誠度關聯性之研究--以HiNet之ADSL服務為例(碩士論文)。國立成功大學。 延伸查詢 | | 3. | 關慶球(2003)。ADSL 寬頻網路顧客滿意度與顧客忠誠度之研究--以中華電信公司大高雄地區顧客為例(碩士論文)。國立中山大學。 延伸查詢 | | 4. | 王苗萍(2008)。ADSL寬頻上網顧客之關係承諾前因及影響之探討(碩士論文)。崑山科技大學。 延伸查詢 | | 5. | 莊進富(2004)。服務品質認知舆顧客滿意度關係之研究--以中華電信ADSL為例(碩士論文)。元智大學。 延伸查詢 | | 6. | 姜葉城(2003)。ADSL寬頻網路服務品質之實證研究--以中華電信公司大台北地區為例(碩士論文)。國立海洋大學。 延伸查詢 | 圖書| 1. | Heskett, J. L.(2007)。Service Breakthroughs。New York：the Free Press。 | | 2. | Seybold, P. B.、Marshak, R. T.(1998)。Customers.com: How to Create a Profitable Business Strategy for the Internet and Beyond。Patricia Seybold Group, Inc.。 | | 3. | Zeithaml, V. A.、Bitner, M. J.、Gremler, D. D.(2008)。Service Marketing。NY：McGraw-Hill。 | | 4. | Barber, Bernard(1983)。The Logic and Limits of Trust。New Brunswick, New Jersey：Rutgers University Press。 | | 5. | Kotler, P.、Keller, K. L.(2006)。Marketing Management。Upper Saddle River, NJ：Pearson Prentice Hall。 | | 6. | Griffin, J.(1997)。Customer Loyalty: How to Earn It, How to Keep It?。New York, NY：Lexington Book。 | | 7. | Hair, Joseph F. Jr.、Black, William C.、Babin, Barry J.、Anderson, Rolph E.、Tatham, Ronald L.(2006)。Multivariate data analysis。Pearson Prentice Hall。 | | 8. | Reichheld, F. F.、Teal, T. A.(2001)。The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value。Harvard Business School Press。 | | 9. | Kotler, P.、Keller, K. L.(2008)。Marketing Management。Prentice Hall。 | 其他| 1. | 中華電信(2008)。中華電信年報，http://www.cht.com.tw/StockDownload.php?id=1381。 延伸查詢 | | 2. | 臺灣網路資訊中心(2008)。九十七年度臺灣寬頻網路使用調查，http://www.twnic.net.tw/download/200307/0804c.pdf。 延伸查詢 | 圖書論文| 1. | McCallum, R. J.、Harrison, W.(1985)。Interdependence in the Service Encounter。The Service Encounter: Managing Employee/Customer Interaction in Service Businesses。Lexington, MA：A. Lexington Books。 | | 2. | Morgan, R. M.、Crutchfield, T. N.、Lacey, R.(2000)。Patronage and loyalty strategies: Understanding the behavioral and attitudinal outcomes of customer retention programs。Relationship Marketing: Gaining Competitive Advantage through Customer Satisfaction and Customer Retention。Berlin：Springer。 | | 3. | Berry, Leonard L.(1983)。Relationship marketing。Emerging Perspectives on Services Marketing。Chicago, Illinois：American Marketing Association。 | |
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