期刊論文| 1. | Cavero, Sandra、Cebollada, Javier(1997)。Brand Choice and Marketing Strategy: An Application to the Market of Laundry Detergent for Delicate Clothes in Spain。Journal of International consumer Marketing，10(1/2)，57-71。   |
| 2. | Tax, S. S.、Brown, S. W.(1998)。Recovery and learning from service failure。Sloan Management Review，55(4)，75-88。 |
| 3. | 陳勁甫、林怡安(20030700)。博物館遊客滿意度與服務品質之研究：以國立自然科學博物館為例。博物館學季刊，17(3)，113-131。 延伸查詢 |
| 4. | Gilly, M. C.(1987)。Post Complaint Processes: From Organizational Response to Repurchase Behavior。Journal of Consumer Affair，21(2)，293-313。 |
| 5. | Gronroos, C.(1988)。Service Quality: The Six Criteria of Good Perceived Service。Review of Business，9(3)，10-14。 |
| 6. | Grønholdt, Lars、Martensen, Anne、Kristensen, Kai(2000)。The Relationship between Customer Satisfaction and Loyalty: Cross-industry Differences。Total Quality Management，11(4-6)，509-514。 |
| 7. | Kelley, Scott W.、Davis, Mary A.(1994)。Antecedents to Customer Expectations for Service Recovery。Journal of the Academy of Marketing Science，22(1)，52-61。 |
| 8. | 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。 |
| 9. | 郭崑謨、闕河士(19900700)。消費者抱怨行為及其影響因素之研究。管理評論，155-173。 延伸查詢 |
| 10. | Singh, Jagdip、Pandya, Shefali(1991)。Exploring the Effects of Consumers' Dissatisfaction Level on Complaint Behaviours。European Journal of Marketing，25(9)，7-21。 |
| 11. | Oliver, Richard L.(1993)。Cognitive, affective, and attribute bases of the satisfaction response。Journal of Consumer Research，20(3)，418-430。 |
| 12. | Bejou, David、Palmer, Adrian(1998)。Service Failure and Loyalty: An Exploratory Empirical Study of Airline。Journal of Services Marketing，12(1)，7-22。 |
| 13. | Bitner, Mary Jo、Booms, Bernard Henry、Mohr, Lois A.(1994)。Critical Service Encounters: The Employee's Viewpoint。Journal of Marketing，58(4)，95-106。 |
| 14. | Boshoff, Christo(1997)。An Experimental Study of Service Recovery Options。International Journal of Service Industry Management，8(2)，110-130。 |
| 15. | Oliver, Richard L.(1981)。Measurement and evaluation of satisfaction processes in retail settings。Journal of Retailing，57(3)，25-48。 |
| 16. | Chaudhuri, Arjun、Holbrook, Morris B.(2001)。The chain of effects From brand trust and brand affect to brand performance: The role of brand loyalty。Journal of Marketing，65(2)，81-93。 |