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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。 | | 21. | Selnes, Fred(1993)。An Examination of the Effect of Product Performance on Brand Reputation, Satisfaction and Loyalty。European Journal of Marketing，27(9)，19-35。 | | 22. | Cardozo, Richard N.(1965)。An Experimental Study of Customer Effort, Expectation, and Satisfaction。Journal of Marketing Research，2(3)，244-249。 | | 23. | Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing，56(1)，6-21。 | | 24. | Folkes, Valerie S.(1988)。Recent attribution research in consumer behavior: a review and new directions。Journal of Consumer Research，14(4)，548-565。 | | 25. | Rust, Roland T.、Zahorik, Anthony J.(1993)。Customer Satisfaction, Customer Retention, and Market Share。Journal of Retailing，69(2)，193-215。 | | 26. | 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。 | | 27. | Churchill, Gilbert A. Jr.、Surprenant, Carol(1982)。An Investigation into the Determinants of Customer Satisfaction。Journal of Marketing Research，19(4)，491-504。 | | 28. | Oliver, Richard L.(1981)。Measurement and evaluation of satisfaction processes in retail settings。Journal of Retailing，57(3)，25-48。 | | 29. | 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。 | | 30. | Oliver, Richard L.(1999)。Whence consumer loyalty?。Journal of Marketing，63(4_suppl 1)，33-44。 | | 31. | Dodds, William B.、Monroe, Kent B.、Grewal, Dhruv(1991)。Effects of Price, Brand, and Store Information on Buyer's Product Evaluations。Journal of Marketing Research，28(3)，307-319。 | | 32. | Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing，64(1)，12-40。 | | 33. | Deng, Zhao-hua、Lu, Yao-bin、Wei, Kwok-Kee、Zhang, Jin-long(2010)。Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China。International Journal of Information Management，30(4)，289-300。 | | 34. | Sheth, Jagdish N.、Newman, Bruce I.、Gross, Barbara L.(1991)。Why We Buy What We Buy: The Theory of Consumption Value。Journal of Business Research，22(2)，159-170。 | 學位論文| 1. | 高力行(2002)。商業友誼對服務品質、顧客滿意與顧客忠誠影響之研究--以汽車修護業與產險業為例(碩士論文)。朝陽科技大學。 延伸查詢 | | 2. | 鍾瑄容(2001)。涉入程度、顧客滿意度與忠誠度關係之研究--以網路商店類型及顧客關係結合類型分析(碩士論文)。中原大學。 延伸查詢 | | 3. | 華英傑(1996)。服務品質顧客滿意度與購買傾向關係之研究：保險業之實證(碩士論文)。國立政治大學。 延伸查詢 | 圖書| 1. | 杉本臣夫(1991)。事務、營業--品質管理。日本規格協會。 延伸查詢 | | 2. | 周子敬(2007)。結構方程模式（SEM）--精通LISREL。全華圖書公司。 延伸查詢 | | 3. | Bateson, John E. G.、Hoffman, K. Douglas(2002)。Essentials of Services Marketing: Concepts, Strategies and Cases。Harcourt Brace College Publishers。 | | 4. | Kotler, P.(2008)。A Framework for Marketing Management。Prentice Hall。 | | 5. | Lovelock, Christopher H.、Wright, Lauren(2002)。Principles of Service Marketing and Management。Pretince-Hall Inc.。 | | 6. | Engel, J. F.、Blackwell, R. D.、Miniard, P. W.(1986)。Consumer behavior。Dryden Press。 | | 7. | Sasser, W. E.、Olsen, R. P.、Wyckoff, D. D.(1978)。Management of Service Operations: Text, Cases and Readings。Boston：Allyn and Bacon, Inc.。 | | 8. | Griffin, J.(1995)。Customer loyalty: How to earn It and how to keep It。New York, NY：Lexington Books。 | | 9. | Crosby, Philip B.(1979)。Quality is Free: the Art of Making Quality Certain。New York：New American Library。 | | 10. | Howard, John A.、Sheth, Jagdish N.(1969)。The Theory of Buyer Behavior。John Wiley & Sons, Inc.。 | | 11. | Kotler, Philip(1997)。Marketing Management: Analysis, Planning, Implementation, and Control。Prentice-Hall。 | | 12. | Kotler, P.、Keller, K. L.(2008)。Marketing Management。Prentice Hall。 | 圖書論文| 1. | Lewis, Robert C.、Booms, Bernard H.(1983)。The marketing aspects of service quality。Emerging Perspectives on Services Marketing。American Marketing Association。 | |
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