| 期刊論文| 1. | Gronholdt, L.、Martensen, A.、Kristensen, K.(2000)。The Relationship between Customer Satisfaction and Loyalty : Cross-Industry Differences。Total Quality Management，11(4-6)，509-516。   | | 2. | Reichheld, F. F.、Sasser, W. E., Jr.(1990)。Zero defections: quality comes to services。Harvard Business Review，68(5)，105-111。 | | 3. | Zinkhan, G. M.、Fomell, C.(1989)。A Test of the Learning Hierarchy in High- and Low-Involvement Situations。Advances in Consumer Research, Thomas K. Srull，16，152-59。 | | 4. | Lewis, B. R.、Mitchell, Vincent W.(1991)。Defining and Measuring the Quality of Customer Service。Marketing Intelligence & Planning，8(6)，11-17。 | | 5. | Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1991)。Understanding Customer Expectations of Service。Sloan Management Review，32(3)，39-48。 | | 6. | 孫路弘(19960300)。餐飲服務品質管理。觀光研究學報，2(1)，79-91。 延伸查詢 | | 7. | Garvin, D. A.(1984)。What Does 'Product Quality' Really Mean?。Sloan Management Review，26(1)，25-43。 | | 8. | Hemon, Peter、Nitecki, Danuta A.、Altman, Elllen(1999)。Service Quality and Customer Satisfaction: an assessment and future directions。The Journal of Academic Librarianship，25(1)，9-17。 | | 9. | 鄭陸霖(20041200)。全球在地化的多重軌跡--臺北市異國餐飲的時空構成。東吳社會學報，17，1-41。 延伸查詢 | | 10. | Stevens, P.、Knutson, B.、Patton, M.(1995)。DINESERV: A Tool for Measuring Service Quality in Restaurant。Cornell Hotel and Restaurant Administration Quarterly，36(2)，56-60。 | | 11. | Cardozo, Richard N.(1965)。An Experimental Study of Customer Effort, Expectation, and Satisfaction。Journal of Marketing Research，2(3)，244-249。 | | 12. | 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。 | | 13. | Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, A.(1993)。The Nature and Determinants of Customer Expectations of Service。Journal of the Academy of Marketing Science，21(1)，1-12。 | | 14. | 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。 | | 15. | Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing，54(2)，69-82。 | | 16. | Singh, J.、Sirdeshmukh, D.(2000)。Agency and trust mechanisms in consumer satisfaction and loyalty judgment。Journal of Academy of Marketing Science，28(1)，150-167。 | 會議論文| 1. | 吳政和(1996)。餐飲業連鎖經營之研究。第一屆餐飲管理學術研討會。台北：中國飲食基金會。125-147。 延伸查詢 | 圖書| 1. | Fitzsitmmons, J. A.、Fitzsitmmons, M. J.(2005)。Service Management operations, strategy, and information technology。 | | 2. | Engle, J. F.、Blackwell, R. D.、Miniard, P. W.(1994)。Consumer Behavior。Orlando, FL：Dryden Press。 | | 3. | Newell, F.(2000)。Loyalty.com: Customer Relationship Management in the New Era of Internet Marketing。McGraw-Hill。 | | 4. | 林進田(1993)。抽樣調查--理論與應用。臺北：國立編譯館。 延伸查詢 | |