| 期刊論文| 1. | Lewis, B. R.、Mitchell, V. W.(1990)。Defining and Measuring the Quality of Customer Service。Marketing Intelligence & Planning，8(6)，11-17。   | | 2. | Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing，59(2)，71-82。 | | 3. | Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, Ananthanarayanan Parsu(1996)。The behavioral consequences of service quality。Journal of Marketing，60(2)，31-46。 | |