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10. | Jane, A. C.、Dominguez, S. M.(2003)。Citizens’ Role in Health Service Satisfaction Behavior: Kano’s Model。Quality Management in Health Care,12(1),64-71。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
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12. | Lee, Tzong-Ru、Li, Jan-Mou(2006)。Key Factors in Forming an E-Marketplace: An Empirical Analysi。Electronic Commerce Research and Applications,5,105-116。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
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18. | Reichheld, F. F.、Schefter, P.(2000)。E-loyalty: Your Secret Weapon on the Web。Harvard Business Review,78(4),105-113。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
19. | Soteriou, A.、Zenios, S. A.(1999)。Operations, Quality, and Profitability in the Provision of Banking Services。Management Science,45(9),1211-1238。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
20. | Stafford, M. R.(1996)。Demographic Discriminators of Service Quality in the Banking Industry。The Journal of Service Marketing,10(4),6-22。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
21. | Vasilash, G. S.(1995)。Attractive quality: Getting it can help。Production,107(1),64-65。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
22. | Colletti, D. L.(1987)。Retailing banking success: a question or quality。Bank Administration,63(4),42-45。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
23. | Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1994)。Reassessment of Expectations as a Comparison Standard in Measuring Sevice Quality: Implications for Further Research。Journal of Marketing,58(1),111-124。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
24. | Dawkins, P.、Reichheld, F.(1990)。Customer Retention as a Competitive Weapon。Directors and Boards,14(4),42-47。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
25. | Tan, K. C.、Pawitra, T. A.(2001)。Integrating SERVQUAL and Kano's model into QFD for service excellence development。Managing Service Quality,11(6),418-430。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
26. | Natarajan, R.、Balaram, A.、Ramana, S. V.(1999)。Continuous Improvement of Service Operations: Application of Service Template。Total Quality Management,10(6),877-885。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
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