期刊論文1. | Palmatier, R. W.、Scheer, L. K.、Steenkamp, Jan-Benedict E. M.(2007)。Customer loyalty to whom? Managing the benefits and risks of salesperson-owned loyalty。Journal of Marketing Research,44(2),185-199。 |
2. | Bügel, M. S.、Verhoef, P. C.、Buunk, A. P.(2011)。Customer intimacy and commitment to relationships with firms in five different sectors: Preliminary evidence。Journal of Retailing and Consumer Services,18(4),247-258。 |
3. | Oliver, Richard L.、Swan, John E.(198904)。Consumer Perceptions of International Equity and Satisfaction in Transactions: A Field Survey Approach。Journal of Marketing,53(2),21-35。 |
4. | Alexander, J.、Hearld, L.、Hasnain-Wynia, R.、Christianson, J.、Martsolf, G.(2011)。Consumer Trust in Sources of Physician Quality Information。Medical Care Research and Review,68(4),421-440。 |
5. | Alford, B. L.、Sherrell, D. L.(1996)。The Role of Affect in Consumer Satisfaction Judgments of Credence-Based Services。Journal of Business Research,37(1),71-84。 |
6. | Boss, E.、Thompson, R.(2012)。Patient Satisfaction in Otolaryngology: Can Academic Institutions Compete?。Laryngoscope,122(5),1000-1009。 |
7. | Bove, Liliana L.、Johnson, Lester W.(2000)。A Customer-Service Worker Relationship Model。International Journal of Service Industry Management,11(5),491-511。 |
8. | Caceres, R.、Paparoidamis, N.(2005)。Service Quality, Relationship Satisfaction, Trust, Commitment and Business-to-Business Loyalty。European Journal of marketing,41(7),836-867。 |
9. | Clever, S.、Jin, L.、Levinson, W.、Meltzer, D.(2008)。Does Doctor-Patient Communication Affect Patient Satisfaction with Hospital Care? Results of an Analysis with a Novel Instrumental Variable。Health Services Research,43(5),1505-1519。 |
10. | Ferguson, R.、Paulin, M.、Leiriao, E.(2006)。Loyalty and Positive Word-of-Mouth: Patients and Hospital Personnel as Advocates of a Customer-Centric Health Care Organization。Health Marketing Quarterly,23(3),59-77。 |
11. | Hardie, E.、Critchley, C.(2008)。Public Perceptions of Australia's Doctors, Hospitals and Health Care Systems。Medical Journal of Australia,189(4),210-214。 |
12. | Kim, K.、Kim, D.、Kim, J.、Kang, S.(2004)。Brand Equity in Hospital Marketing。Journal of Business Research,61,75-82。 |
13. | Kim, S. S.、Kaplowitz, S.、Johnston, M. V.(2004)。The Effects of Physician Empathy on Patient Satisfaction and Compliance。Evaluation and the Health Professions,27(3),237-251。 |
14. | La, S.、Choi, B.(2012)。The Role of Customer Affection and Trust in Loyalty Rebuilding after Service Failure and Recovery。Service Industries Journal,32(1),105-125。 |
15. | Liang, C.、Wang, W.(2006)。The Behavioral Sequence of the Financial Service Industry in Taiwan: Service Quality, Relationship Quality and Behavioral Loyalty。The Service Industries Journal,26(2),119-145。 |
16. | Liubarskiene, Z.、Soliuniene, L.、Kilius, V.、Peicius, E.(2004)。Patient Confidence in Health Care。Medicina,40(3),278-285。 |
17. | Mende, M.、Bolton, R.(2011)。Why Attachment Security Matters: How Customers' Attachment Styles Influence Their Relationships with Service Firms and Service Employees。Journal of Service Research,14(3),285-301。 |
18. | Milliman, R. E.、Fugate, D. L.(1988)。Using Trust-Transference as a Persuasion Technique: An Empirical Field Investigation。Journal of Personal Selling and Sales Management,8(2),1-7。 |
19. | Ommen, O.、Thuem, S.、Pfaff, H.、Janssen, C.(2011)。The Relationship between Social Support, Shared Decision-Making and Patient's Trust in Doctors: A Cross-Sectional Survey of 2,197 Inpatients Using the Cologne Patient Questionnaire。International Journal of Public Health,56(3),319-327。 |
20. | Robertson, R.、Dixon, A.、Le, Grand J.(2008)。Patient Choice in General Practice: The Implications of Patient Satisfaction Surveys。Journal of Health Services Research and Policy,13(2),67-72。 |
21. | Strub, P.(1976)。Two Patterns of Establishing Trust: the Marihuana User。Sociological Focus,9,399-411。 |
22. | Tsiros, M.、Mittal, V.(2000)。A Model of Its Antecedents and Consequences in Consumers Decision Making。Journal of Consumer Research,26,401-417。 |
23. | Vlachos, P. A.、Vrechopoulos, A. P.、Pramatari, K.(2011)。Too Much of a Good Thing: Curvilinear Effects in the Evaluation of Services and the Mediating Role of Trust。Journal of Services Marketing,25(6),440-450。 |
24. | Weng, R. H.、Huang, C. Y.、Huang, J. A.(2006)。Does a Good Patient-Physician Relationship Enhance Patient Loyalty to a Hospital?。Taiwan Journal of Public Health,25(4),293-302。 |
25. | Anderson, J. C.、Gerbing, D. W.(1988)。Structural Equation in Practice: A Review and Recommended Two-Step Approach。Psychological Bulletin,103,411-423。 |
26. | Hess, Jeff、Story, John(2005)。Trust-based commitment: Multidimensional consumer-brand relationships。Journal of Consumer Marketing,22(6),313-322。 |
27. | Homburg, C.、Koschate, N.、Hoyer, W. D.(2006)。The Role of cognition and affect in the formation of customer satisfaction: A dynamic perspective。Journal of Marketing,70(3),21-31。 |
28. | Montaglione, C. J.(1999)。The Physician-Patient Relationship: Cornerstone of Patient Trust, Satisfaction, and Loyalty。Managed care Quarterly,7(3),5-21。 |
29. | Westbrook, R. A.(1981)。Sources of Consumer Satisfaction with Retail Outlet。Journal of Retailing,60(3),68-85。 |
30. | Yieh, K.、Chiao, Y. C.、Chiu, Y. K.(2007)。Understanding the Antecedents to Customer Loyalty by Applying Structural Equation Modeling。Total Quality Management,18(3),267-284。 |
31. | Yim, C. K. Bennett、Tse, D. K.、Chan, K. W.(2008)。Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relationships in Services。Journal of Marketing Research,45(6),741-756。 |
32. | Ibáñez, V. A.、Hartmann, P.、Calvo, P. Z.(2006)。Antecedents of customer loyalty in residential energy markets: Service quality, satisfaction, trust and switching costs。The Service Industries Journal,26(6),633-650。 |
33. | Palvia, P. A.(1996)。Model and Instrument for Measuring Small Business User Satisfaction with Information Technology。Information and Management,31(3),151-163。 |
34. | Lam, Shun Yin、Shankar, Venkatesh、Erramilli, M. Krishna、Murthy, Bvsan(2004)。Customer value, satisfaction, loyalty, and switching costs: An illustration from a business-to-business service context。Journal of the Academy of Marketing Science,32(3),293-311。 |
35. | Ganesan, Shankar、Hess, Ron(1997)。Dimensions and Levels of Trust: Implications for Commitment to a Relationship。Marketing Letters,8(4),439-448。 |
36. | Johnson, D.、Grayson, K.(2005)。Cognitive and Affective Trust in Service Relations。Journal of Business Research,58(4),500-507。 |
37. | Anderson, E.、Weitz, B.(1989)。Determinants of Continuity in Conventional Industrial Channels Dyads。Marketing Science,8(Fall),310-323。 |
38. | Oliver, R. L.(1999)。Whence consumer loyalty?。Journal of Marketing,63,33-44。 |
39. | Macintosh, Gerrard、Lockshin, Lawrence S.(1997)。Retail relationships and store loyalty: a multi-level perspective。International Journal of Research in marketing,14(5),487-497。 |
40. | Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review,68(5),105-111。 |
41. | Johnson-George, Cynthia E.、Swap, Walter C.(1982)。Measurement of Specific Interpersonal Trust: Construction and Validation of a Scale to Assess Trust in a Specific Other。Journal of Personality and Social Psychology,43(6),1306-1317。 |
42. | Javalgi, R. G.、Whipple, T.、McManamon, M. K.、Edick, V. L.(1992)。Hospital Image: A Correspondence Analysis Approach。Journal of Health Care Marketing,12(4),34-41。 |
43. | Chiou, J. S.(2004)。The antecedents of consumers' loyalty toward Internet service providers。Information & Management,41(6),685-695。 |
44. | Aydin, Serkan、Özer, Gökhan、Arasil, Ömer(2005)。Customer loyalty and the effect of switching costs as a moderator variable: A case in the Turkish mobile phone market。Marketing Intelligence & Planning,23(1),89-103。 |
45. | Garbarino, Ellen、Johnson, Mark S.(19990400)。The Different Roles of Satisfaction, Trust, and Commitment in Consumer Relationships。Journal of Marketing,63(2),70-87。 |
46. | Gwinner, Kevin P.、Gremler, Dwayne D.、Bitner, Mary Jo(1998)。Relational Benefits in Services Industries: The Customer's Perspective。Journal of the Academy of Marketing Science,26(2),101-114。 |
47. | Sharma, N.、Patterson, P. G.(2000)。Switching costs, alternative attractiveness and experience as moderators of relationship commitment in professional, consumer services。International Journal of Service Industry Management,11(5),470-490。 |
48. | Shostack, G. Lynn(1977)。Breaking Free from Product Marketing。Journal of Marketing,41(2),73-80。 |
49. | Shieh, Jiunn-I、Wu, Hsin-Hung、Huang, Kuan-Kai(2010)。A DEMATEL method in identifying key success factors of hospital service quality。Knowledge-Based Systems,23(3),277-282。 |
50. | Moorman, Christine、Zaltman, Gerald、Deshpande, Rohit(1992)。Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations。Journal of Marketing Research,29(3),314-328。 |
51. | Chiou, Jyh-Shen、Droge, Cornelia(2006)。Service Quality, Trust, Specific Asset Investment, and Expertise: Direct and Indirect Effects in a Satisfaction-Loyalty Framework。Journal of the Academy of Marketing Science,34(4),613-627。 |
52. | Hennig-Thurau, Thorsten、Klee, Alexander(1997)。The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development。Psychology & Marketing,14(8),737-764。 |
53. | Doney, Patricia M.、Cannon, Joseph P.(1997)。An Examination of the nature of trust in buyer-seller relationships。Journal of Marketing,61(2),35-51。 |
54. | Lewis, J. David、Weigert, Andrew J.(1985)。Trust as a social reality。Social Forces,63(4),967-985。 |
55. | Cronin, J. Joseph Jr.、Brady, Michael K.、Hult, G. Tomas M.(2000)。Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments。Journal of Retailing,76(2),193-218。 |
56. | Sirdeshmukh, Deepak、Singh, Jagdip、Sabol, Barry(2002)。Consumer trust, value, and loyalty in relational exchanges。The Journal of Marketing,66(1),15-37。 |
57. | Agustin, Clara、Singh, Jagdip(2005)。Curvilinear effects of consumer loyalty determinants in relational exchanges。Journal of Marketing Research,42(1),96-108。 |
58. | Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, Ananthanarayanan Parsu(1996)。The behavioral consequences of service quality。Journal of Marketing,60(2),31-46。 |
59. | Grönroos, Christian A.(1984)。A Service Quality Model and its Marketing Implications。European Journal of Marketing,18(4),36-44。 |
60. | Lin, Hsin-Hui、Wang, Yi-Shun(2006)。An examination of the determinants of customer loyalty in mobile commerce contexts。Information & Management,43(3),271-282。 |
61. | Bagozzi, Richard P.、Yi, Youjae(1988)。On the Evaluation of Structural Equation Models。Journal of the Academy of Marketing Science,16(1),74-94。 |
62. | Ganesan, Shankar(1994)。Determinants of long-term orientation in buyer-seller relationships。Journal of Marketing,58(2),1-19。 |
63. | Morgan, Robert M.、Hunt, Shelby D.(1994)。The commitment-trust theory of relationship marketing。Journal of Marketing,58(3),20-38。 |
64. | Oliver, Richard L.(1993)。Cognitive, affective, and attribute bases of the satisfaction response。Journal of Consumer Research,20(3),418-430。 |
65. | 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。 |
66. | Darby, Michael R.、Karni, Edi(1973)。Free Competition and the Optimal Amount of Fraud。Journal of Law and Economics,16(1),67-88。 |
67. | Rempel, John K.、Holmes, John G.、Zanna, Mark P.(1985)。Trust in Close Relationships。Journal of Personality and Social Psychology,49(1),95-112。 |
68. | Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing,56(3),55-68。 |
69. | Harris, Lloyd C.、Goode, Mark M. H.(2004)。The four levels of loyalty and the pivotal role of trust: a study of online service dynamics。Journal of Retailing,80(2),139-158。 |
70. | Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science,12(2),125-143。 |
71. | Fornell, Claes、Larcker, David F.(1981)。Evaluating Structural Equation Models with Unobservable Variables and Measurement Error。Journal of Marketing Research,18(1),39-50。 |