| 期刊論文1. | 凌儀玲(20001200)。醫療服務滿意反應之研究--重要事例分析法之應用。醫院管理,33(7),26-40。 延伸查詢 | 2. | MacStravic, R. S.(1994)。Hospital Patient Loyalty: Causes and Correlates。Journal of Hospital Marketing,8(2),67-72。 | 3. | Tennstedt, S. L.、Brambilla, D. L.、Jette, A. M.、McGuire, S. M.(2007)。Understanding Dental Service Use by Older Adults: Sociobehavioral Factors vs. Need。Journal of Public Health Dentistry,54(4),211-219。 | 4. | Ugur, Z. A.、Gaengler, P.(2002)。Utilization of Dental Services among a Turkish Population in Witten, Germany。International Dental Journal,52(3),144-150。 | 5. | 古秋雲、蔡明田、陳建成(20080900)。服務品質與服務價值對顧客忠誠度影響效果之實證研究--以國立成功大學附設醫院健康檢查中心為例。醫務管理期刊,9(3),205-221。 延伸查詢 | 6. | 田健堯、侍臺平(19930700)。建立和諧的醫病關係。國防醫學,17(1),68-75。 延伸查詢 | 7. | 李尚仁(20001200)。從病人的故事到個案病歷--西洋醫學在十八世紀中到十九世紀末的轉折。古今論衡,5,139-146。 延伸查詢 | 8. | 謝耀龍(19991200)。網際網路對壽險業行銷策略之影響。壽險季刊,114,23-41。 延伸查詢 | 9. | Adekoya-Sofowora, C. A.、Lee, G. T. R.、Humphris, G. M.(1996)。Needs for Dental Information of Adolescents from an Inner City Area of Liverpool。British Dental Journal,180(9),339-343。 | 10. | Bain, J.、Kelly, H.、Snadden, D.、Staines, H.(1999)。Day Surgery in Scotland: Patient Satisfaction and Outcomes。Quality in Health Care,8(2),86-91。 | 11. | Barnes, N. G.、Movatt, D.(1986)。An Examination of Patient Attitudes and Their Implications for Dental Services Marketing。Journal of Health Care Marketing,6(3),60-63。 | 12. | Bloemer, J.、de Ruyter, K.、Peeters, P.(1998)。Investigating Drivers of Bank Loyalty: The Complex Relationship between Image, Service Quality and Satisfaction。International Journal of Bank Marketing,16(7),276-286。 | 13. | Chahal, H.(2010)。Two Component Customer Relationship Management Model for Healthcare Services。Managing Service Quality,20(4),343-365。 | 14. | Chen, I. Y. L.(2010)。Investigating the Role of Service Encounter in Enhancing Customer Satisfaction。International Journal of Systems and Service-oriented Engineering,1(4),19-26。 | 15. | Clow, K. E.、Fischer, A. K.、O'Bryan, D.(1995)。Patient Expectations of Dental Services。Journal of Health Care Marketing,15(3),23-33。 | 16. | Collett, H. A.(1969)。Influence of Dentist-patient Relationship on Attitudes and Adjustment to Dental Treatment。The Journal of the American Dental Association,79(4),879-884。 | 17. | Davis, A.、Ware, J.(1981)。Measuring Patient Satisfaction with Dental Care。Social Science Medicine,15(6),751-760。 | 18. | Dolen, V.、Ruyter, D.(2002)。Moderated Group Chat: An Empirical Assessment of a New E-service Encounter。International Journal of Service Industry Management,13(5),496-511。 | 19. | Donabedian, A.(1966)。Evaluating the Quality of Medical Care。Milbank Memorial Fund Quarterly,64(3),166-206。 | 20. | Ekanayake, L.、Mendis, R.(2002)。Self-reported Use of Dental Services among Employed Adults in Sri Lanka。International Dental Journal,52(3),151-155。 | 21. | Kaplan, S. H.、Greenfield, S.、Ware, J. E. Jr.(1989)。Assessing the Effects of Physician-patient Interactions on the Outcomes of Chronic Disease。Medical Care,27(3 Suppl),110-127。 | 22. | Macfarlane, G. J.、Biggs, A. M.、Maconochie, M.、Hotopf, M.、Doyle, P.、Lunt, M.(2003)。Incidence of Cancer among UK Gulf War Veterans: Cohort Study。British Medical Journal,327(7428),1373-1376。 | 23. | MacStrivic, R. S.(1987)。Loyalty of Hospital Patient: A Vital Marketing Objective。Health Care Management,12(2),23-30。 | 24. | MacStravic, R. S.(1995)。Patient Loyalty to Physicians: Attitudes and Behavior。Journal of Hospital Marketing,10(1),51-61。 | 25. | Morgan, R. E.、Chadha, S.(1993)。Relationship Marketing at the Service Encounter。Service Industrial Journal,13(1),112-125。 | 26. | Peltier, J. W.、Schibrowsky, J. A.、Cochran, C. R.(2002)。Patient Loyalty Hat Lasts a Lifetime。Marketing Health Services,22(2),29-33。 | 27. | Reichheld, F. F.、Schefter, P.(2000)。E-Loyalty。Harvard Business Review,78(1),105-113。 | 28. | Richards, W.、Ameen, J.(2002)。The Impact of Attendance Patterns on Oral Health in a General Dental Practice。British Dental Journal,193(12),697-702。 | 29. | Lockwood, Andrew(1994)。Using Service Incidents to Identify Quality Improvement Points。International journal of contemporary hospitality management,6(1/2),75-80。 | 30. | Gold, P. B.、Glynn, S. M.、Mueser, K. T.(2006)。Challenges to Implementing and Sustaining Comprehensive Mental Health Service Programs。Evaluation and the Health Professions,29(2),195-218。 | 31. | 王乃弘、黃松共(19960400)。民眾對選擇醫院因素及態度之研究--以中部數家醫院為例。醫院,29(2),1-15。 延伸查詢 | 32. | Snellman, K.、Vihtkari, T.(2003)。Customer complaining behaviour in technology-based service encounters。International Journal of Service Industry Management,14(2),217-231。 | 33. | Oliver, R. L.(1999)。Whence consumer loyalty?。Journal of Marketing,63,33-44。 | 34. | 黃瑞琴(19891100)。質的幼兒教育研究--省思和舉隅。國民教育,30(3/4),10-20。 延伸查詢 | 35. | Szasz, T. S.、Hollender, M. H.(1956)。A contribution to the philosophy of medicine: the basic models of the doctor-patient relationship。Archive internal medicine,97(5),585-592。 | 36. | Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review,68(5),105-111。 | 37. | Bei, L. T.、Chiao, Y. C.(2001)。An Integrated Model for the Effects of Perceived Product, Perceived Service Quality, and Perceived Price Fairness on Consumer Satisfaction and Loyalty。Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior,14(1),125-140。 | 38. | John, J.(1992)。The Impact of Past Experience。Journal of Health Care Marketing,12(3),56-64。 | 39. | Javalgi, Rajshekhar G.、Rao, S. R.、Thomas, Edward G.(1991)。Choosing a Hospital: Analysis of Consumer Tradeoffs。Journal of Health Care Marketing,11(1),12-22。 | 40. | Solomon, Michael R.、Surprenant, Carol、Czepiel, John A.、Gutman, Evelyn G.(1985)。A role theory perspective dyadic interactions: The service encounter。Journal of Marketing,49(4),99-111。 | 41. | Bitner, Mary Jo、Booms, Bernard H.、Tetreault, Mary Stanfield(1990)。The Service Encounter: Diagnosing Favorable & Unfavorable Incidents。Journal of Marketing,54(1),71-84。 | 42. | Reidenbach, R. E.、McClung, G. W.(1999)。Managing Stakeholder Loyalty: When Satisfaction Is just not Enough。Marketing Health Services,19(1),20-29。 | 43. | Bolton, Ruth N.、Drew, James H.(1991)。A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes。Journal of Marketing,55(1),1-9。 | 44. | Bolton, Ruth N.(1998)。A dynamic model of the duration of the customer's relationship with a continuous service provider: The role of satisfaction。Marketing Science,17(1),45-65。 | 45. | Donabedian, Avedis(1988)。The quality of care: How can it be assessed?。Journal of the American Medical Association,260(12),1743-1748。 | 46. | Czepiel, John A.(1990)。Service Encounters and Service Relationships: Implications for Research。Journal of Business Research,20(1),13-21。 | 47. | 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。 | 48. | Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing,59(2),71-82。 | 49. | 蔡世滋、余儀呈(19910800)。醫病關係。臨床醫學,28(2)=164,83-93。 延伸查詢 | 50. | Bitner, Mary Jo(1995)。Building Service Relationships: It's All about Promises。Journal of the Academy of Marketing Science,23(4),246-251。 | 51. | Sirdeshmukh, Deepak、Singh, Jagdip、Sabol, Barry(2002)。Consumer trust, value, and loyalty in relational exchanges。The Journal of Marketing,66(1),15-37。 | 52. | Dick, Alan S.、Basu, Kunal K.(1994)。Customer Loyalty: Toward an Integrated Conceptual Framework。Journal of the Academy of Marketing Science,22(2),99-113。 | 53. | Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, Ananthanarayanan Parsu(1996)。The behavioral consequences of service quality。Journal of Marketing,60(2),31-46。 | 54. | Berry, Leonard L.(1995)。Relationship Marketing of Services: Growing Interest, Emerging Perspectives。Journal of the Academy of Marketing Science,23(4),236-245。 | 55. | Parsons, T.(1975)。The Sick Role and the Role of the Physician Reconsidered。Milbank Memorial Fund, Health and Society,53(3),257-278。 | 56. | Brown, Jacqueline Johnson、Reingen, Peter H.(1987)。Social Ties and Word-of-Mouth Referral Behavior。Journal of Consumer Research,14(3),350-362。 | 57. | Morgan, Robert M.、Hunt, Shelby D.(1994)。The commitment-trust theory of relationship marketing。Journal of Marketing,58(3),20-38。 | 58. | Jacoby, Jacob、Kyner, David B.(1973)。Brand Loyalty vs. Repeat Purchasing Behavior。Journal of Marketing Research,10(1),1-9。 | 59. | Bitner, Mary Jo、Brown, Stephen W.、Meuter, Matthew L.(2000)。Technology infusion in service encounters。Journal of the Academy of Marketing Science,28(1),138-149。 | 60. | Surprenant, Carol F.、Solomon, Michael R.(1987)。Predictability and Personalization in the Service Encounter。Journal of Marketing,51(2),86-96。 | 61. | Woodside, Arch G.、Frey, Lisa L.、Daly, Robert Timothy(1989)。Linking service quality, customer satisfaction, and behavioral intention。Journal of Health Care Marketing,9(4),5-17。 | 62. | Gilly, Mary C.、Graham, John L.、Wolfinbarger, Mary Finley、Yale, Laura J.(1998)。A dyadic study of interpersonal information search。Journal of the Academy of Marketing Science,26(2),83-100。 | 63. | Hennig-Thurau, Thorsten、Gwinner, Kevin P.、Gremler, Dwayne D.(2002)。Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationship Quality。Journal of Service Research,4(3),230-247。 | 64. | Oliver, Richard L.、DeSarbo, Wayne S.(1988)。Response Determinants in Satisfaction Judgments。Journal of Consumer Research,14(4),495-507。 | 65. | 黎伊帆、楊銘欽(20040800)。民眾對醫院新設院區之認知及就醫意願調查研究--以某醫學中心為例。臺灣公共衛生雜誌,23(4),316-323。 延伸查詢 | 66. | Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science,12(2),125-143。 | 67. | Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect?。Harvard Business Review,73(6),88-99。 | 68. | Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing,54(2),69-82。 | 69. | Roberts, Keith、Varki, Sajeev、Brodie, Rod(2003)。Measuring the Quality of Relationships in Consumer Service: An Empirical Study。European Journal of Marketing,37(1/2),169-196。 | 70. | Herr, Paul M.、Kardes, Frank R.、Kim, Jaewoo John(1991)。Effects of Word-of-Mouth and Product-Attribute Information on Persuasion: An Accessibility-Diagnosticity Perspective。Journal of Consumer Research,17(4),454-462。 | 71. | Johns, N.(1999)。What is this thing called service?。European Journal of Marketing,33(9/10),958-974。 | 會議論文1. | 吳芝儀(2002)。沒有終結的故事--敘事研究的方法論探討。質性研究研討會。嘉義:南華大學。 延伸查詢 | 2. | O'Connor, S. J.、Shewchuck, C.(1991)。The Influence of Perceived Hospital Service Quality on Patient Satisfaction and Intentions to Return。The National Academy of Management Meetings, Division of Health Care Administration。Miami, FL。 | 學位論文1. | 王淑園(1998)。牙科醫療資源相對價值尺度之研究(碩士論文)。國立臺灣大學,臺北市。 延伸查詢 | 2. | Gardner, C. A.(1987)。The Marketing Implications of the Relationship between Role Expectations and Consumer Satisfaction in Professional Services Encounters(博士論文)。The George Washington University,Washingeon, D.C.。 | 3. | 陳倩慧(1997)。家庭托育服務的品質:家庭保母的角色、家庭系統、及與家長互動關係之探討(碩士論文)。台灣大學。 延伸查詢 | 4. | 曹瓊文(2000)。專業服務接觸、實體環境線索、性別刻板印象與顧客反應關係之研究--以牙科醫病互動性服務為例(碩士論文)。國立成功大學。 延伸查詢 | 5. | 關復勇(1998)。專業服務接觸互動行銷中關係品質知覺之研究--以護理人員與病患間關係爲例(博士論文)。國立中山大學,高雄市。 延伸查詢 | 6. | 張瑞麟(1993)。花蓮地區四家醫院形象地位之研究--對應性分析的應用(碩士論文)。國立陽明醫學院,臺北市。 延伸查詢 | 圖書1. | 潘淑滿(2002)。質性研究:理論與應用。心理圖書出版社。 延伸查詢 | 2. | 鄭清榮、Mazur, D. J.(2006)。新醫病對話。臺北市:原水文化出版社。 延伸查詢 | 3. | Bloom, S.(1963)。The Doctor and His Patients。New York, NY:Russell Sage Foundation。 | 4. | Carlzon, J.(1987)。Moments of Truth。New York, NY:Harper and Row。 | 5. | Croucher, R.(1991)。The Performance Gap: Patients' Views about Dental Care and Prevention of Periodontal Disease。London, UK:Health Education Authority。 | 6. | Gabe, J.、Monaghan, L. F.(2004)。Key Concepts in Medical Sociology。London, UK:Sage Publications。 | 7. | Kotler, P.、謝德高(2004)。定位與定價:科特勒談21世紀的行銷挑戰。臺北市:旭昇圖書。 延伸查詢 | 8. | Mazur, D. J.(2006)。The New Medical Conversation: Media, Patients, Doctors, and the Ethics of Scientific Communication。Washington, DC:Rowman & Littlefield Publishers, Inc.。 | 9. | Parsons, T.(1951)。The Social System。New York, NY:American Book-Stratford Press。 | 10. | Kotler, Philip、高登第(2000)。科特勒談行銷:如何創造、贏取並主宰市場。台北市:遠流書局。 延伸查詢 | 11. | Oliver, Richard L.(1997)。Satisfaction: A Behavioral Perspective on the Customer。McGraw-Hill。 | 12. | Lovelock, C. H.(2001)。Services marketing: People, technology, strategy。Prentice-Hall。 | 13. | Kotler, P.(2000)。Kotler on Marketing: How to Create, Win, and Dominate Markets。New York, NY:Simon and Schuster, Inc.。 | 14. | Bhote, Keki R.(1996)。Beyond Customer Satisfaction to Customer Loyalty: The Key to Greater Profitability。New York:American Management Assocation。 | 15. | Griffin, J.(1995)。Customer loyalty: How to earn It and how to keep It。New York, NY:Lexington Books。 | 16. | Zeithaml, Valarie A.、Bitner, Mari Jo(1996)。Services Marketing。New York, NY:McGraw-Hill。 | 17. | Kotler, Philip、張振明(20040511)。行銷是什麼?。臺北市:商周出版社。 延伸查詢 | 18. | 黃瑞琴(1999)。質的教育研究方法。臺北:心理出版社。 延伸查詢 | 19. | Grönroos, Christian(1990)。Service management and marketing: Managing the moments of truth in service competition。Lexington Books。 | 20. | Kotler, Philip、方世榮(2000)。行銷管理學。臺北市:東華書局。 延伸查詢 | 21. | Kotler, Philip(1997)。Marketing Management: Analysis, Planning, Implementation, and Control。Prentice-Hall。 | 22. | 陳向明(20020000)。社會科學質的研究。臺北:五南。 延伸查詢 | 23. | 彼得.杜拉克、齊若蘭(2004)。彼得.杜拉克的管理聖經。遠流。 延伸查詢 | 24. | Kotler, Philip(2000)。Marketing Management: Analysis, Planning, Implementation and control。Englewood Cliffss, New Jersey:Prentice Hall。 | 25. | Strauss, Anselm L.、Corbin, Juliet、徐宗國(1997)。質性研究概論。巨流圖書股份有限公司。 延伸查詢 | 26. | Strauss, Anselm、Corbin, Juliet(1998)。Basics of Qualitative Research: Techniques and Procedures for Developing Grounder Theory。Sage。 | 27. | Glaser, Barney G.、Strauss, Anselm L.(1967)。The Discovery of Grounded Theory: Strategies for Qualitative Research。Aldine。 | 28. | Strauss, Anselm L.、Corbin, Juliet M.(1990)。Basics of qualitative research: Grounded theory procedure and techniques。Sage。 | 圖書論文1. | Hennig-Thurau, T.、Hansen, U.(2000)。Relationship Marketing: Some Reflections on the State-of-the-art of the Relational Concept。Relationship Marketing: Gaining Competitive Advantage through Customer Satisfaction and Customer Retention。Berlin:Springer Verlag。 | 2. | Szasz, T. S.、Hollender, M. H.(1987)。A Contribution to the Philosophy of Medicine: The Basic Models of the Doctor-patient Relationship。Encounters between Patients and Doctors: An Anthology。Cambridge, MA:MIT Press。 | 3. | Shostack, G. Lynn(1985)。Planning the service encounter。The Service Encounter: Managing Employee/Customer Interaction in the Service Business。Lexington, MA:Lexington Books。 | 4. | Grove, S. J.、Fisk, R. P.(1983)。The dramaturgy of services exchange: An analytical framework for services marketin。Emerging perspectives on services marketing。Chicago, IL:American Marketing Association。 | 5. | 胡幼慧(1996)。轉型中的質性研究:演變、批判和女性主義研究觀點。質性研究:理論、方法及本土女性研究實例。臺北:巨流圖書股份有限公司。 延伸查詢 | 6. | Berry, Leonard L.(1983)。Relationship marketing。Emerging Perspectives on Services Marketing。Chicago, Illinois:American Marketing Association。 | |
| |