期刊論文| 1. | Schoefer, K.、Diamantopoulos, A.(2008)。The role of emotions in translating perceptions of (in) justice into postcomplaint behavioral responses。Journal of Service Research，11(1)，91-103。   |
| 2. | 蕭至惠、蔡進發、盧信豪(20110900)。探討服務品質與顧客滿意度對顧客忠誠度的影響--以信任及關係承諾為中介變數。商管科技季刊，12(3)，231-261。 延伸查詢 |
| 3. | MacInnis, Deborah J.、Park, C. Whan(1991)。The differential role of characteristics of music on high- and low-involvement consumers' processing of ads。Journal of Consumer Research，18(2)，161-173。 |
| 4. | 鄧之卿、郭子卉(20130600)。餐廳款待表現對顧客情緒及再訪意願關係之研究。觀光旅遊研究學刊，8(1)，61-75。 延伸查詢 |
| 5. | Homburg, C.、Giering, A.(2001)。Personal characteristics as moderators of the relationship between customer satisfaction and loyalty: An empirical analysis。Psychology & Marketing，18(1)，43-66。 |
| 6. | Kim, W. G.、Cha, Y.(2002)。Antecedents and consequences of relationship quality in hotel industry。International Journal of Hospitality Management，21(4)，321-338。 |
| 7. | Grove, Stephen J.、Fisk, Raymond P.、Joby, John(2003)。The Future of Services Marketing: Forecast from Ten Service Experts。The Journal of Service Marketing，17(2)，107-121。 |
| 8. | Hallowell, R.(1996)。The Relationships of Customer Satisfaction, Customer Loyalty, and Profitability: an Empirical Study。International Journal of Service Industry Management，7(4)，27-42。 |
| 9. | 林玥秀、黃文翰、黃毓伶(20030600)。服務失誤及服務補救之類型分析--以臺灣地區之餐廳為例。觀光研究學報，9(1)，39-59。 延伸查詢 |
| 10. | Lagace, R.、Dahlstrom, R.、Gassenheimer, J. B.(1991)。The relevance of ethical salesperson behavior on relationships quality: The pharmaceutical industry。Journal of Personal Selling & Sales Management，11(4)，39-47。 |
| 11. | 李曄淳、呂佳茹(20120900)。服務互動程度與關係品質相關性之比較。育達科大學報，32，105-121。 延伸查詢 |
| 12. | Julian, Craig C.、Ramaseshan, Bashar(1994)。The role of customer-contact personnel in the marketing of a retail bank's services。International Journal of Retail & Distribution Management，22(5)，29-34。 |
| 13. | Wu, C. J.、Liang, R. D.(2005)。The influences of service encounter factors on customer response in food service industry-from the viewpoint of dramaturgical theory。Journal of Customer Satisfaction，1(2)，183-216。 |
| 14. | Li, Ye-Chuen、Ho, Yung-Ching(2008)。Discuss The Impact of Customer Interaction on Customer Relationship in Medical Service。The business review, Cambridge，11(1)，152-158。 |
| 15. | Poteat, L. F.、Shockley, K. M.、Allen, T. D.(2009)。Mentor-protégé commitment fit and relationship satisfaction in academic mentoring。Journal of vocational behavior，74(3)，332-337。 |
| 16. | Yuksel, A.(2008)。Nonverbal Service Behavior and Customer's Affective Assessment。Journal of Quality Assurance in Hospitality & Tourism，9(1)，57-77。 |
| 17. | Floh, A.、Treiblmaier, H.(2006)。What keeps the e-banking customer loyal? Amultigroup analysis of the moderating role of consumer characteristics on e-loyalty in the financial service industry。Journal of Electronic Commerce Research，7(2)，97-109。 |
| 18. | Tse, David K.、Wilton, Peter C.(1988)。Models of Consumer Satisfaction Formation: An Extension。Journal of Marketing Research，25(2)，204-212。 |
| 19. | 柯文華、蕭靜雅(20080500)。廚師專業能力之研究--層級分析法之應用。餐旅暨家政學刊，5(1)，69-91。 延伸查詢 |
| 20. | Babin, Barry J.、Darden, William R.、Griffin, Mitch(1994)。Work and/or fun: Measuring hedonic and utilitarian shopping value。Journal of Consumer Research，20(4)，644-656。 |
| 21. | Teng, Chih-Ching(2011)。Commercial hospitality in restaurants and tourist accommodation: Perspectives from international consumer experience in Scotland。International Journal of Hospitality Management，30(4)，866-874。 |
| 22. | Tsai, Wei-Chi(2001)。Determinants and consequences of employee displayed positive emotions。Journal of Management，27(4)，497-512。 |
| 23. | Brady, Michael K.、Cronin, J. Joseph Jr.(2001)。Some New Thoughts on Conceptualizing Perceived Service Quality: a Hierarchical Approach。Journal of Marketing，65(3)，34-49。 |
| 24. | Surprenant, Carol F.、Solomon, Michael R.(1987)。Predictability and Personalization in the Service Encounter。Journal of Marketing，51(2)，86-96。 |
| 25. | Wakefield, Kirk L.、Blodgett, Jeffrey G.(1994)。The Importance of Servicescapes in Leisure Service Settings。Journal of Services Marketing，8(3)，66-76。 |
| 26. | Gremler, Dwayne D.、Gwinner, Kevin P.(2000)。Customer-employee rapport in service relationships。Journal of Service Research，3(1)，82-104。 |
| 27. | Dimitriades, Zoe S.(2006)。Customer satisfaction, loyalty and commitment in service organizations: Some evidence from Greece。Management Research News，29(12)，782-800。 |
| 28. | Wall, Eileen A.、Berry, Leonard L.(2007)。The Combined Effects of the Physical Environment and Employee Behavior on Customer Perception of Restaurant Service Quality。Cornell Hospitality Quarterly，48(1)，59-69。 |
| 29. | Demoulin, N. T. M.(2011)。Music congruency in a service setting: The mediating role of emotional and cognitive responses。Journal of Retailing and Consumer Services，18(1)，10-18。 |