| 期刊論文1. | Moliner, Miguel A.、Sanchez, Javier、Rodriguez, Rosa M.、Callarisa, Luis(2007)。Perceived Relationship Quality and Post-Purchases Perceived Value: An Integrative Framework。European Journal of Marketing,41(11/12),1392-1422。 | 2. | Gronhaug, K.,、Gilly, M. C.(1991)。A transaction cost approach to consumer dissatisfaction and complaint actions。Journal of Economic Psychology,12 (1),165-183。 | 3. | Liljander, V.、Strandvik, T.(1995)。Estimating Zones of Tolerance in Perceived Service Quality。International Journal of Service Industry Management,4(2),6-28。 | 4. | De Wulf, K.、Odekerken-Schröder, G. J.(2003)。Assessing the impact of a retailer's relationship efforts on consumers' attitudes and behavior。Journal of Retailing and Consumer Services,10(2),95-108。 | 5. | Martin, C. L.(1996)。Consumer-to-consumer relationships: Satisfaction with other consumers' public behavior。The Journal of Consumer Affairs,30(1),146-169。 | 6. | Gautier, A.(200309)。Think again: Why experiential marketing is the next big thing。New Zealand Marketing Magazine,8-15。 | 7. | Too, L. H. Y.、Thirkell, P. C.、Souchon, A. L.(2001)。Relationship marketing and customer loyalty in a retail setting: A dyadic exploration。Journal of Marketing Management,17(3/4),287-319。 | 8. | Akerlund, H.(2005)。Fading customer relationships in professional services。Managing Service Quality: An International Journal,15(2),156-171。 | 9. | Barnes, James G.(1997)。Closeness, Strength, and Satisfaction: Examining the Nature of Relationships between Providers of Financial Services and Their Retail Customers。Psychology & Marketing,14(8),765-790。 | 10. | Patterson, P. G.、Smith, T.(2001)。Modeling relationship strength across service types in a south-east asian context。International Journal of Service Industry Management,12(2),90-113。 | 11. | Storbacka, K.、Strandvik, T.、Gronroos, C.(1994)。Managing customer relationships for profits: the dynamics of relationship quality。International Journal of Service Industry Management,5(5),21-38。 | 12. | Dellande, S.、Gilly, M. C.、Graham, J. L.(2004)。Gaining compliance and losing weight: the role of the service provider in health care services。Journal of Marketing,68(3),78-91。 | 13. | Firat, A. F.、Venkatesh, Alladi(199507)。Liberatory postmodernism and the reenchantment of consumption。The Journal of Consumer Research,22(3),239-267。 | 14. | Poulsson, S. H. G.、Kale, S. H.(2004)。Experience Economy and Commercial Experiences。The Marketing Review,4(3),267-277。 | 15. | Maxham, J. G.(2001)。Service Recovery's Influence on Consumer Satisfaction, Positive Word-of-Mouth and Purchase Intentions。Journal of Business Research,54(1),11-24。 | 16. | Datta, P. R.(2003)。The determinants of brand loyalty。Journal of American Academy of Business,3(1/2),138-144。 | 17. | Bentler, P. M.(1983)。Some contributions to efficient statistics in structural models: Specification and estimation of moment structures。Psychometrika,48(4),493-517。 | 18. | Bendapudi, N.、Leone, R. P.(2003)。Psychological Implications of Customer Participation in Coproduction。Journal of Marketing,67(1),14-28。 | 19. | Singh, J.(1988)。Consumer Complaint Intentions and Behavior: Definition and Taxonomical Issues。Journal of Marketing,52(1),93-107。 | 20. | Dabholkar, Pratibha A.(1996)。Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality。International Journal of Research in Marketing,13(1),29-51。 | 21. | Macintosh, Gerrard、Lockshin, Lawrence S.(1997)。Retail relationships and store loyalty: a multi-level perspective。International Journal of Research in marketing,14(5),487-497。 | 22. | Mittal, Vikas、Kumar, Pankaj、Tsiros, Michael(1999)。Attribute-level performance, satisfaction, and behavioral intentions over time: a consumption-system approach。Journal of Marketing,63(2),88-101。 | 23. | Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review,68(5),105-111。 | 24. | Swinyard, William R.(1993)。The Effects of Mood, Involvement, and Quality of Store Experience on Shopping Intentions。Journal of Consumer Research,20(2),271-280。 | 25. | Bentler, P. M.、Bonett, D. G.(1980)。Significance test and goodness of fit in the analysis of covariance structures。Psychological Bulletin,88(3),588-606。 | 26. | Tanaka, J. S.、Huba, G. J.(1989)。A general coefficient of determination for covariance structure models under arbitrary GLS estimation。British Journal of Mathematical and Statistical Psychology,42(2),233-239。 | 27. | Voss, Glenn B.、Parasuraman, A.、Grewal, Dhruv(1998)。The roles of price, performance, and expectations in determining satisfaction in service exchanges。Journal of Marketing,62(4),46-61。 | 28. | Kelley, Scott W.、Donnelly, James H. Jr.、Skinner, Steven J.(1990)。Customer participation in service production and delivery。Journal of Retailing,66(3),315-335。 | 29. | Bansal, Harvir S.、Irving, P. Gregory、Taylor, Shirley F.(2004)。A three-component model of customer commitment to service providers。Journal of the Academy of Marketing Science,32(3),234-250。 | 30. | Garbarino, Ellen、Johnson, Mark S.(19990400)。The Different Roles of Satisfaction, Trust, and Commitment in Consumer Relationships。Journal of Marketing,63(2),70-87。 | 31. | Wirtz, J.、Chew, P.(2002)。The Effects of Incentives, Deal Proneness, Satisfaction and Tie Strength on Word-of-Mouth Behavior。International Journal of Service Industry Management,13(2),141-162。 | 32. | Lengnick-Hall, C. A.(1996)。Customer contributions to quality: a different view of the customer-oriented firm。The Academy of Management Review,21(3),791-824。 | 33. | Prahalad, Coimbatore K.、Ramaswamy, Venkat(2004)。Co-Creation Experiences: The Next Practice in Value Creation。Journal of Interactive Marketing,18(3),5-14。 | 34. | Brown, Tom J.、Barry, Thomas E.、Dacin, Peter A.、Gunst, Richard F.(2005)。Spreading the word: investigating antecedents of consumers' positive word-of-mouth intentions and behaviors in a retailing context。Journal of the Academy of Marketing Science,33(2),123-138。 | 35. | Bitner, Mary Jo(1995)。Building Service Relationships: It's All about Promises。Journal of the Academy of Marketing Science,23(4),246-251。 | 36. | Murray, Keith B.(1991)。A test of services marketing theory: Consumer information acquisition activities。Journal of Marketing,55(1),10-25。 | 37. | Gardner, Meryl Paula(1985)。Mood States and Consumer Behavior: A Critical Review。Journal of Consumer Research,12(3),281-300。 | 38. | Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, Ananthanarayanan Parsu(1996)。The behavioral consequences of service quality。Journal of Marketing,60(2),31-46。 | 39. | McMullan, R.、Gilmore, A.(2003)。The conceptual development of customer loyalty measurement: A proposed scale。Journal of Targeting, Measurement and Analysis for Marketing,11(3),230-243。 | 40. | Bagozzi, Richard P.、Yi, Youjae(1988)。On the Evaluation of Structural Equation Models。Journal of the Academy of Marketing Science,16(1),74-94。 | 41. | Morgan, Robert M.、Hunt, Shelby D.(1994)。The commitment-trust theory of relationship marketing。Journal of Marketing,58(3),20-38。 | 42. | Harris, K.、Harris, R.、Baron, S.(2001)。Customer participation in retail service: Lessons from brecht。International Journal of Retail & Distribution Management,29(8),359-369。 | 43. | Woodside, Arch G.、Frey, Lisa L.、Daly, Robert Timothy(1989)。Linking service quality, customer satisfaction, and behavioral intention。Journal of Health Care Marketing,9(4),5-17。 | 44. | Ennew, Christine T.、Binks, Martin R.(1999)。Impact of participative service relationships on quality, satisfaction and retention: An exploratory study。Journal of Business Research,46(2),121-132。 | 45. | Lovelock, Christopher H.(1983)。Classifying Services to Gain Strategic Marketing Insights。Journal of Marketing,47(3),9-20。 | 46. | Swan, John E.、Oliver, Richard L.(1989)。Postpurchase communications by consumers。Journal of Retailing,65(4),516-533。 | 47. | Mano, Haim、Oliver, Richard L.(1993)。Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction。Journal of Consumer Research,20(3),451-466。 | 48. | Dichter, Ernest(1966)。How word-of-mouth advertising works。Harvard Business Review,44(6),147-166。 | 49. | Auh, Seigyoung、Bell, Simon J.、McLeod, Colin S.、Shih, Eric(2007)。Co-production and customer loyalty in financial services。Journal of Retailing,83(3),359-370。 | 50. | Folkes, Valerie S.(1984)。Consumer Reactions to Product Failure: An Attributional Approach。Journal of Consumer Research,10(4),398-409。 | 51. | 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。 | 52. | Reichheld, Frederick F.(1993)。Loyalty-Based Management。Harvard Business Review,71(2),64-73。 | 53. | DeWitt, Tom、Brady, Michael K.(2003)。Rethinking service recovery strategies the effect of rapport on consumer responses to service failure。Journal of Service Research,6(2),193-207。 | 54. | Hu, Li-tze、Bentler, Peter M.(1999)。Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives。Structural Equation Modeling: A Multidisciplinary Journal,6(1),1-55。 | 55. | Bitner, Mary Jo(1992)。Servicescapes: The Impact of Physical Surroundings on Customers and Employees。Journal of Marketing,56(2),57-71。 | 56. | Mulaik, Stanley A.、James, Larry R.、van Alstine, Judith、Bennett, Nathan、Lind, Sherri、Stilwell, C. Dean(1989)。Evaluation of Goodness-of-Fit Indices for Structural Equation Models。Psychological Bulletin,105(3),430-445。 | 57. | Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing,54(2),69-82。 | 58. | .Bove, L.,、Mitzifiris, B.(2007)。Personality traits and the process of store loyalty in atransactional prone context。The Journal of Services Marketing,21 (7):,507-519。 | 59. | .Cermak, D. S. P., File, K. M.,、Prince, R. A.(1994)。Customer participation in servicespecification and delivery。Journal of Applied Business Research,10 (2):,90-97。 | 60. | Esgate, P.(2002)。Pine and Gilmore stage a fourth think about experience。Strategy & Leadership,30(3),47-48。 | 61. | .Gwinner, K. P., Gremler, D. D.,、Bitner, M. J.(1998)。Relational benefits in servicesindustries: The customer's perspective.。Journal of the Academy of Marketing Science,101-114。 | 62. | .Jarrett, P. E. M., Wallace, M., Jarrett, M. E. D.,、Keeling, N. J.(1996)。Experience of ahospital hotel。Ambulatory Surgery,4 (1):,1-3。 | 63. | .Liljander, V.,、Roos, I.(2002)。Customer-relationship levels: From spurious to true relationships。The Journal of Services Marketing,16 (7):,593-614。 | 64. | .Mills, P. K.,、Morris, J. H.(1986)。Clients as。Academy of Management Review,11 (4),726-735。 | 65. | .Robinette, S., Brand, C.,、Lenz, V.(2001)。Emotion marketing: The hallmark way ofwinning customers for life。 | 66. | .Silpakit, P.,、Fisk, R. P.(1985)。Participating the service encounter: A theoretical framework.In T. M. Block, G. D. Upah, & V. A. Zeithaml (Eds.),。Service marketing in achanging environment,117-121。 | 67. | .Tomkins, S. S.(1980)。Affects as amplification: Some modifications in theory. In R. Plutchik,& H. Kellerman (Eds.)。Emotion: Theory, research, and experience,141-164。 | 68. | .Ullman, J. B.(2007)。Structural equation modeling. In B. G. Tabachnick, & L. S. Fidell(Eds.),。Using multivariate statistics,676-7。 | 69. | .Van Raaij, W. F.,、Pruyn, A. T. H.(1998)。Customer control and evaluation of servicevalidity and reliability。Psychology & Marketing,15 (8):,811-832。 | 圖書1. | Rifkin, Jeremy(2001)。The Age of Access: The New Culture of Hyper Capitalism, Where All of Life Is A Paid-for Experience。New York:Penguin Putnam。 | 2. | Zeithaml, V. A.、Bitner, M. J.(2003)。Services Marketing: Integrating Customer Focus across the Firm。New York, NY:McGraw-Hill Higher Education。 | 3. | Schmitt, Bernd(1999)。Experiential marketing: How to get customers to sense, feel, think, act and relate to your company and brands。New York:The Free Press。 | 4. | Pine, B. J. II、Gilmore, J. H.(1999)。The experience economy: Work is theatre and every business a state。Harvard Business School Press。 | 5. | Jöreskog, K. G.、Sörbom, D.(1993)。LISREL 8。Moorseville, IN:Scientific Software。 | 6. | Nunnally, Jum C.、Bernstein, Ira H.(1994)。Psychological theory。MacGraw-Hill。 | 圖書論文1. | Rodie, A. Risch、Kleine, Susan Schultz(2000)。Customer participation in services production and delivery。Handbook of Services Marketing and Management。Sage Publications。 | 2. | Mohr, L. A.、Bitner, M. J.(1991)。Mutual Understanding Between Customers and Employees in Service Encounters。Advances in Consumer Research。Provo, UT:Association for Consumer Research。 | 3. | Baker, J.(1986)。The Role of the Environment in Marketing Services: The Consumer Perspective。The Services Challenge: Integrating for Competitive Advantage。American Marketing Association。 | 4. | Browne, Michael W.、Cudeck, Robert(1993)。Alternative ways of assessing model fit。Testing Structural Equation Models。Sage。 | 5. | Zeithaml, Valarie A.(1981)。How Consumer Evaluation Processes Differ Between Goods and Services。Marketing of Services。Chicago:American Marketing Association。 | |
| |