| 期刊論文1. | Homburg, Christian、Fürst, Andreas(2005)。How Organizational Complaint Handling Drives Customer Loyalty: An Analysis of the Mechanistic and the Organic Approach。Journal of Marketing,69(3),95-114。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 2. | Reichheld, Frederick F.、Markey, Robert G. Jr.、Hopton, Christopher(2000)。The Loyalty Effect: The Relationship Between Loyalty and Profits。European Business Journal,12(3),134-139。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 3. | Hocutt, M. A.、Charkraborty, G.、Mowen, J. C.(1997)。The Impact of Perceived Justice on Customer Satisfaction and Intention to Complain in a Service Recovery。Advances in Consumer Research,24(1),457-463。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 4. | Pauler, G.、Dick, A.(2006)。Maximizing Profit of a Food Retailing Chain by Targeting and Promoting Valuable Customers Using Loyalty Card and Scanner Data。European Journal of Operational Research,174(2),1260-1280。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 5. | Rothenberger, S.、Grewal, D.、Iyer, G. R.(2008)。Understanding the Role of Complaint Handling on Consumer Loyalty in Service Relationships。Journal of Relationship Marketing,7(4),359-376。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 6. | Terblanche, N. S.(2006)。An Application of the American Customer Satisfaction Index (ACSI) in the South African Motor Vehicle Industry。South African Journal of Business Management,37(4),29-38。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 7. | Terblanche, N. S.(2006)。The Relationship between Customer Satisfaction and Loyalty: An Application of the American Customer Satisfaction Index in the South African Fast Food Industry。Management Dynamics,15(2),31-42。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 8. | Wood, F. B.、Siegel, E. R.、Feldman, S.、Love, C. B.、Rodrigues, D.、Malamud, M.、Lagana, M.、Crafts, J.(2008)。Web Evaluation at the US National Institutes of Health: Use of the American Customer Satisfaction Index Online Customer Survey。Journal of Medical Internet Research,10(1),e4。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 9. | Bentler, Peter M.(1990)。Comparative fit indexes in structural models。Psychological Bulletin,107(2),238-246。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 10. | Yu, L.(2005)。The great expectations effect。MIT Sloan Management Review,47(1),5。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 11. | Anderson, Eugene W.、Fornell, Claes(2000)。Foundations of the American Customer Satisfaction Index。Total Quality Management,11(7),869-882。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 12. | Fornell, Claes、Johnson, Michael D.、Anderson, Eugene W.、Cha, Jaesung、Bryant, Barbara Everitt(1996)。The American Customer Satisfaction Index: Nature, Purpose, and Findings。Journal of Marketing,60(4),7-18。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 13. | Hsu, S. H.(2008)。Developing an index for online customer satisfaction: Adaptation of American customer satisfaction index。Expert Systems with Applications,34(4),3033-3042。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 14. | Van Ryzin, Gregg G.、Muzzio, Douglas、Immerwahr, Stephen、Gulick, Lisa、Martinez, Eve(2004)。Drivers and Consequences of Citizen Satisfaction: An Application of the American Customer Satisfaction Index Model to New York City。Public Administration Review,64(3),331-341。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 15. | Chin, Wynne W.、Todd, Peter A.(1995)。On the use, usefulness, and ease of use of structural equation modeling in MIS research: a note of caution。MIS Quarterly,19(2),237-246。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 16. | Jarvenpaa, Sirkka L.、Tractinsky, Noam、Vitale, Michael(2000)。Consumer Trust in an Internet Store。Information Technology and Management,1(1/2),45-71。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 17. | Baron, Reuben M.、Kenny, David A.(1986)。The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations。Journal of Personality and Social Psychology,51(6),1173-1182。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 18. | Bagozzi, Richard P.、Yi, Youjae(1988)。On the Evaluation of Structural Equation Models。Journal of the Academy of Marketing Science,16(1),74-94。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 19. | Anderson, Eugene W.、Fornell, Claes、Lehmann, Donald R.(1994)。Customer satisfaction, market share, and profitability: Findings from Sweden。Journal of Marketing,58(3),53-66。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 20. | Fornell, Claes、Larcker, David F.(1981)。Evaluating Structural Equation Models with Unobservable Variables and Measurement Error。Journal of Marketing Research,18(1),39-50。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 21. | Bagozzi, Richard P.(1977)。Convergent and discriminant validity by analysis of covariance structures: The case of affective behavioral, and cognitive components of attitude。Advances in Consumer Research,4(1),11-18。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 圖書1. | Fornell, C.(1982)。A Second Generation of Multivariate Analysis: Measurement and Evaluation。New York, NY:Praeger。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 2. | Deming, W. Edwards(1981)。Management of statistical techniques for quality and productivity。New York:New York University Press。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 3. | Jöreskog, K. G.、Sörborm, D.(1992)。LISREL: A Guide to the Program and Applications。Chicago, IL:Scientific Software International, Inc。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 4. | Juran, J. M.、Gryna, Frank M. Jr.(1988)。Juran's quality control handbook。New York:McGraw-Hill。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 5. | Hair, J. F.、Anderson, R. E.、Tatham, R. L.、Black, W. C.(1998)。Multivariate data analysis with reading。Macmillan。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 6. | Bollen, K. A.(1989)。Structural equations with latent variables。New York:Wiley。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 7. | Bollen, Kenneth A.、Long, J. Scott(1993)。Testing Structural Equation Models。Sage Publications, Inc.。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 8. | Gay, Lorraine R.(1992)。Educational Research: Competencies for Analysis and Applications。Macmillan。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 9. | Nunnally, Jum C.、Bernstein, Ira H.(1994)。Psychometric Theory。McGraw-Hill。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 10. | Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | |