| 期刊論文1. | Morgan, Robert M.、Hunt, Shelby D.(1994)。The Commitment-Trust Theory of Relationship Marketing。Journal of Marketing,58(3),20-38。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 2. | Churchill, G. A. Jr.、Surprenant, C.(1982)。An Investigation into the Determinants of Customer Satisfaction。Journal of Marketing Research,19(4),491-504。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 3. | Anderson, E. W.、Fornell, Claes、Lehmann, D. R.(1994)。Customer Satisfaction, Market Share, and Profitability: Findings from Sweden。Journal of Marketing,58,53-66。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 4. | Ping, R. A.(1993)。The effects of satisfaction and structural constraints on retailer exiting, voice, loyalty, opportunism, and neglect。Journal of Retailing,69(3),320-352。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 5. | Oliver, R. L.(1980)。A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions。Journal of Marketing Research,17(4),460-469。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 6. | Heskett, J. L.、Jones, T. O.、Loveman, G. W.、Sasser, W. E. Jr.、Schlesinger, L. A.(1994)。Putting the service profit chain to work。Harvard Business Review,72(2),105-111。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 7. | Hansen, H.(2003)。Antecedents to consumers' disclosing intimacy with service employees。The Journal of Services Marketing,17(6/7),573-586。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 8. | 林政榮(1997)。從消費者滿意到消費者價值管理。品質管制月刊,2。 延伸查詢![new window](/gs32/images/newin.png) | 9. | Bloemer, J. M. M.、Kasper, H. D. P.(1995)。He complex relationship between consumer satisfaction and brand loyalty。Journal of Economic Psychology,16,311-29。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 10. | Grigaliunas, B. S.、Herzberg, F.(1971)。Relevancy in the test of motivator-hygiene theory。Journal of Applied Psychology,55,73-79。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 11. | Gupta, M.(1983)。A basis for friendly dyadic interpersonal relationships。Small Group Behavior,14(1),15-33。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 12. | Richins, M.(1983)。Negative word-of-mouth by dissatisfied customers: a pilot study。Journal of Marketing,47(1),67-7。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 13. | Selnes, F.、Gønhaug, K.(2000)。Effects of supplier reliability and benevolence in business marketing。Journal of Business Research,49(3),259-271。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 14. | 許志超(1988)。Measurement of individualism-collectivism。Journal of Research in Personality,22,17-36。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 15. | Markus, Hazel Rose、Kitayama, Shinobu(1991)。Cultural and the Self: Implications for Cognition, Emotion, and Motivation。Psychological Review,98(2),224-253。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 16. | Day, George S.(1969)。A two-dimensional concept of brand loyalty。Journal of Advertising Research,9(3),29-36。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 17. | Rusbult, Caryl E.、Bunnk, B. P.(1993)。Commitment processes in close relationships: An interdependence analysis。Journal of Social and Personal Relationships,10(2),175-204。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 18. | Triandis, H. C.(1989)。The self and social behavior in differing cultural contexts。Psychological Review,96(3),506-520。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 19. | Gouldner, Alvin W.(1960)。The Norm of Reciprocity: A Preliminary Statement。American Sociological Review,25(2),161-178。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 20. | 周泰華、黃俊英、郭德賓(19990300)。服務品質與顧客滿意評量模式之比較研究。輔仁管理評論,6(1),37-67。 延伸查詢![new window](/gs32/images/newin.png) | 21. | Treacy, Michael、Wiersema, Fred(1993)。Customer Intimacy and Other Value Disciplines。Harvard Business Review,71(1),84-93。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 22. | 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。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 23. | 樊景立、鄭伯壎(20000600)。華人組織的家長式領導:一項文化觀點的分析。本土心理學研究,13,127-180。 延伸查詢![new window](/gs32/images/newin.png) | 24. | Deighton, John、Sorrell, M.(1996)。The Future of Interactive Marketing。Harvard Business Review,74(6),151-160。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 25. | Bolton, Ruth N.、Drew, James H.(1987)。A Multistage Model of Customers' Assessments of Service Quality and Value。Journal of Consumer Research,17(4),375-384。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 26. | Cardozo, Richard N.(1965)。An Experimental Study of Customer Effort, Expectation, and Satisfaction。Journal of Marketing Research,2(3),244-249。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 27. | 廖述賢、胡大謙、鐘慧瑩(20080300)。國際觀光旅館主管與部屬關係、工作滿足與組織承諾關聯性之研究。人力資源管理學報,8(1),1-23。 延伸查詢![new window](/gs32/images/newin.png) | 28. | Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing,56(1),6-21。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 29. | Ganesan, Shankar(1994)。Determinants of long-term orientation in buyer-seller relationships。Journal of Marketing,58(2),1-19。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 30. | Lovelock, Christopher H.(1983)。Classifying Services to Gain Strategic Marketing Insights。Journal of Marketing,47(3),9-20。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 31. | Day, Ralph L.(1977)。Extending the concept of consumer satisfaction。Advances in Consumer Research,4(1),149-154。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 32. | Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing,54(2),69-82。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 33. | Shim, S.(1996)。Adolescent Consumer Decisional-making Styles: The Consumer Socialization Perspective。Psychology & Marketing,13,547-569。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 34. | Blodgett, J. G.、Granbois, D. H.、Walters, R. G.(1993)。The Effects of Perceived Justice on Complainants' Negative Word-of-Mouth Behavior and Repatronage Intentions。Journal of Retailing,69(4),399-414。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 35. | Kohli, A. K.、Jaworski, B. J.(1990)。Market Orientation, Research Propositions, and Managerial Implications。Journal of Marketing,54(2),1-18。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 36. | Moon, Youngme(2000)。Intimate exchanges: Using computers to elicit self-disclosure from consumers。The Journal of Consumer Research,26(4),323-339。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 37. | Singh, J.(1991)。Understanding the structure on consumer satisfaction evaluation of service delivery。Journal of Academy of Marketing Science,19(3),223-234。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 38. | Keng, K. A.、Yang, C.(1993)。Personal Values, Demographics and Consumption Behavior: A Study of Taiwanese Consumers。Journal of International Consumer,6,27-28。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 會議論文1. | 洪咸友、郭亮、徐永虎(2005)。中西文化模式之差異與中外人才管理之接軌。第四屆兩岸產業發展與經營管理學術研討會。 延伸查詢![new window](/gs32/images/newin.png) | 研究報告1. | Tse, D. K.、Wong, J. K.(1993)。Are We There Yet? Testing and Extending Levitt’s Market Globalization Paradigm。Business and Management Department, City University of Hong Kong。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 圖書1. | Oliver, Richard L.(1997)。Satisfaction: A Behavioral Perspective on the Consumer。New York, NY:Irwin/MaGraw-Hill。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 2. | Howard, J. A.、J. N. Sheth(1969)。The Theory of Buyer Behavior。New York:John Wiley & Sons。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 3. | 蔡瑞宇(1996)。消費者行為學。天一出版社。 延伸查詢![new window](/gs32/images/newin.png) | 4. | 鄭伯壎(1984)。消費心理學。大洋出版社。 延伸查詢![new window](/gs32/images/newin.png) | 5. | McCall, M. M.(1970)。Boundary rules in relationships and encounters。Social Relationships。Chicago, IL:Aldine Publishing Company。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 6. | Hempel, D. J.(1977)。Customer Satisfaction with the Home Buying Process。Measurement, MA:Conceptualization:Marketing Science Institute。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 7. | Heskett, James L.、Sasser, Gary W. Earl Jr.、Schlesinger, Leonard A.(1997)。The service profit chain: how leading companies link profit and growth to loyalty, satisfaction, and value。New York:A Division of Simon & Schuster Inc。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 8. | Peppers, Don、Rogers, Martha(1993)。The one to one future: Building relationships one customer at a time。New York, NY:Doubleday。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 9. | Herzberg, Frederick、Mausner, Bernard、Snyderman, Barbara Bloch(1959)。The Motivation to Work。John Wiley & Sons, Inc.。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 10. | Simmel, George(1964)。The Sociology of George Simmel。New York.:Free Press。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 其他1. | 毛淞鶴,楊淑惠(1992)。科學月刊全文資料庫:「捷運系統」專輯,軌道式大眾運輸系統。 延伸查詢![new window](/gs32/images/newin.png) | 2. | 台北捷運公司(2005)。2005年及2004年台北捷運公司年報。 延伸查詢![new window](/gs32/images/newin.png) | 3. | 交通部觀光局(2009)。97年12月暨全年觀光市場概況,http://admin.taiwan.net.tw/statistics/release_show.asp?selno-1931., 2009/01/20。 延伸查詢![new window](/gs32/images/newin.png) | 4. | Meulenbroek, R. A.(2008)。Managing "keep" factors of office tenants to raise satisfaction and loyalty。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 圖書論文1. | Triandis, H. C.(1987)。Collectivism and Individualism: A Reconceptualization of a Basic Concept in Cross-Cultural Social Psychology。Personality, Cognition and Values。London:McMillan。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 2. | Gabrenya, W. K. Jr.、黃光國(1996)。Chinese Social Interaction: Harmony and Hierarchy on the Good Earth。The Handbook of Chinese Psychology。Oxford University Press。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 3. | Praff, M.(1977)。The index of customer satisfaction measurement and opportunity, the conceptualization of consumer satisfaction and dissatisfaction。Consumer satisfaction/dissatisfaction。Cambridge, MA:Marketing Science Institute。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 4. | Yi, Y.(1990)。A Critical Review of Consumer Satisfaction。Review of Marketing。American Marketing Association。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 5. | Bauer, Raymond A.(1960)。Consumer Behavior as Risk Taking。Dynamic marketing for a Changing World。Chicago:American Marketing Association。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | |
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