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M.、Bojei, J.(2002)。Services Quality: Gaps in the Malaysian Telemarketing Industry。Journal of Business Research,55(10),845-852。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 5. | Kettinger, W. J.、Lee, C. C.(1997)。Pragmatic Perspectives on the Measurement of Information Systems Service Quality。MIS Quarterly,21(2),223-240。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 6. | Samson, Danny、Terziovski, Mile(1999)。The relationship between total quality management practices and operational performance。Journal of Operations Management,17(4),393-409。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 7. | Parasuraman, A.、Berry, Leonard L.、Zeithaml, Valarie A.(1993)。More on improving service quality measurement。Journal of Retailing,69(1),140-147。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 8. | Webb, D.(1998)。Segmenting Police 'Customers' on the Basis of Their Service Quality Expectations。Service Industries Journal,18(1),72-100。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 9. | Ahire, Sanjay L.、Golhar, Damodar Y.、Waller, Matthew A.(1996)。Development and validation of TQM implementation constructs。Decision Sciences,27(1),23-56。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 10. | Firnstahl, Timothy W.(1989)。My Employees are My Service Guarantee。Harvard Business Review,67(4),28-32。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 11. | Karatepe, O. M.、Yavas, U.、Babakus, E.(2005)。Measuring service quality of banks: Scale development and validation。Journal of Retailing and Consumer Services,12,373-383。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 12. | Webster, C.(1989)。Can Consumers Be Segmented on the Basis of Their Service Quality Expectations。The Journal of Services Marketing,3(2),35-53。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 13. | Meuter, Matthew L.、Ostrom, Amy L.、Roundtree, Robert I.、Bitner, Mary J.(2000)。Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters。Journal of Marketing,64(3),50-64。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 14. | Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Malhotra, Arvind(2005)。E-S-QUAL: A multiple-item scale for assessing electronic service quality。Journal of Service Research,7(3),213-233。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 15. | Hudson, Simon、Hudson, Paul、Miller, Graham A.(2004)。The measurement of service quality in the tour operating sector: A methodological comparison。Journal of Travel Research,42(3),305-312。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 16. | Torkzadeh, Gholamreza、Koufteros, Xenophon、Pflughoeft, Kurt(2003)。Confirmatory analysis of computer self-efficacy。Structural Equation Modeling: A Multidisciplinary Journal,10(2),263-275。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 17. | Grönroos, Christian A.(1984)。A Service Quality Model and its Marketing Implications。European Journal of Marketing,18(4),36-44。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 18. | Anderson, Rolph E.、Srinivasan, Srini S.(2003)。E-Satisfaction and E-Loyalty: A Contingency Framework。Psychology & Marketing,20(2),123-138。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 19. | Heskett, James L.、Sasser, W. Earl Jr.、Hart, Christopher W.(1990)。The Profitable Art of Service Recovery。Harvard business review,68(4),148-156。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 20. | 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。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 21. | Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing,56(3),55-68。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 22. | 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。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 圖書1. | Coyle, J. J., Bardi, E. J., and Langley Jr., C. J.(2003)。“The Management of Business Logistics: A Supply Chain Perspective”。The Management of Business Logistics: A Supply Chain Perspective。7e, South-Western, Ohio:Transcontinental Louiseville。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 2. | Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 其他1. | Andersen, A. L. L. P.(1997)。Small Store Survival: Success Strategies for Retailers。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 2. | Boyer, K. K., Hult, G. T. and Frohlich, M.(2003)。An exploratory analysis of extended grocery supply chain operations and home delivery。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 3. | Carrillat, F. A., Jaramillo, F. and Mulki, J. P.,(2007)。The validity of the SERVQUAL and SERVPERF scales: a meta-analytic view of 17 years of research across five continents。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 4. | Colgate, M. and Norris, M.(2001)。Developing a comprehensive picture of service failure。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 5. | Cui, C. C., Lewis, B. R. and Park, W.(2003)。Service quality measurement in the banking sector in south Korea。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 6. | Foster, M., Whittle, S. and Smith, S.(1989)。A total-quality approach to customer service。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 7. | Goodman, J. A., Marra, T. and Brigham, L.(1986)。Customer service: costly nuisance or low-cost profit strategy。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 8. | Jain, S. K. and Gupta, G.(2004)。Measuring service quality: SERVQUAL vs SERVPERF scales。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 9. | Mukherjee, A. and Nath, P.(2005)。An empirical assessment of comparative approaches to service quality measurement。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 10. | Persson, G. and Virum, H.(2001)。Growth strategies for logistics service providers: a case study。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 11. | Quester, P. G. and Romaniuk, S.(1997)。Service quality in the Australian advertising industry: a methodological study。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 12. | Sekaran, U.(1992)。Research Methods for Business。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 13. | Smjaros, J., Holmstrom, J. and Ksamsarsainen, V.(2000)。New service opportunities in the e-grocery business。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 14. | Voss, M. D., Calantone, R. J. and Keller, S. B.(2005)。Internal service quality: determinants of distribution center performance。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 圖書論文1. | Collier, David A.(1990)。Measuring and Managing Service Quality。Service Management Effectiveness。Jossey-Bass Publishers。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | |
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