| 期刊論文1. | Stafford, M. R.(1996)。Demographic Discriminators of Service Quality in the Banking Industry。The Journal of Service Marketing,10(4),6-22。 | 2. | Dominici, G.、Guzzo, R.(2010)。Customer satisfaction in the hotel industry: A case study from Sicily。International Journal of Marketing Studies,2(2),3-12。 | 3. | Oliver, Richard L.(1981)。Processing of the Satisfaction Response in Consumption: A Suggested Framework and Research Propositions。Journal of Customer Satisfaction, Dissatisfaction and Complaining Behavior,2(1),1-16。 | 4. | Yalch, R.、Spangeberg, E.(1990)。Effects of store music on shopping behavior。Journal of Consumer Marketing,7(2),55-63。 | 5. | Mount, Michael K.、Barrick, Murray R.、Stewart, Greg L.(1998)。Five-factor model of personality and performance in jobs involving interpersonal interactions。Human Performance,11(2/3),145-165。 | 6. | Sanchez-Franco, M. J.、Ramos, A. F. V.、Velicia, F. A. M.(2009)。The moderating effect of gender on relationship quality and loyalty toward Internet service providers。Information & Management,46(3),196-202。 | 7. | Dagger, T. S.、Sweeney, J. C.(2007)。Service quality attribute weights: How do novice and longer-term customers construct service quality perceptions?。Journal of Service Research,10(1),22-42。 | 8. | Cross, S. E.、Madson, L.(1997)。Models of the self: Self-construals and gender。Psychological Bulletin,122(1),5-37。 | 9. | Gountas, J.、Gountas, S.(2007)。Personality orientations, emotional states, customer satisfaction, and intention to repurchase。Journal of Business Research,60(1),72-75。 | 10. | Bendapudi, N.、Leone, R.(2002)。Managing business-to-business customer relationships following key contact employee turnover in a vendor firm。Journal of Marketing,66(2),83-101。 | 11. | McCrae, R. R.、Costa, P. T., Jr.、Del Pilar, G. H.、Rolland, J. P.、Parker, W. D.(1998)。Cross-cultural assessment of the five factor model: The revised NEO personality inventory。Journal of Cross-Cultural Psychology,29(1),171-188。 | 12. | Hussain, R.、Al Nasser, A.、Hussain, Y. K.(2015)。Service quality and customer satisfaction of a UAE-based airline: An empirical investigation。Journal of Air Transport Management,42,167-175。 | 13. | Thorescn, C. J.、Bliese, P. D.、Bradley, J. C.、Thorcs, J. C.(2004)。The Big-Five Personality Traits and Individual Job Performance Growth Trajectories in Maintenance and Transitional Job Stages。Journal of Applied Psychology,89(5),835-853。 | 14. | Griffin, B.、Hesketh, B.(2004)。Why Openness to Experience is not a Good Predictor of Job Performance。International Journal of Selection and Assessment,12(3),243-251。 | 15. | Brown, T. J.、Mowen, J. C.、Donavan, D. T.、Licata, J. W.(2002)。The customer orientation of service workers: Personality trait effects on self- and supervisor performance ratings。Journal of Marketing Research,39(1),110-119。 | 16. | McAdams, Dan P.(1995)。What Do We Know When We Know a Person?。Journal of Personality,63(3),365-396。 | 17. | Mechinda, P.、Patterson, P. G.(2011)。The impact of service climate and service provider personality on employees' customer-oriented behavior in a high-contact setting。Journal of Services Marketing,25(2),101-113。 | 18. | van der Linden, D.、te Nijenhuis, J.、Bakker, A. B.(2010)。The general factor of personality: A meta-analysis of Big Five intercorrelations and a criterion-related validitystudy。Journal of Research in Personality,44,315-327。 | 19. | Alonso, D.、Pineiro, I.、Amador, E.、Anderson, D. L.、Carraher, S. M.(2009)。Customer relationship management systems and employee selection processes within health care organizations。Proceedings of the Academy of Health Care Management,6(2),1-6。 | 20. | Bing, M. N.、Lounsbery, J. W.(2000)。Openness and job performance in US-based Japanese manufacturing companies。Journal of Business and Psychology,14(3),515-522。 | 21. | Choi, B. J.、Kim, H. S.(2013)。The impact of outcome quality, interaction quality, and peer-to-peer quality on customer satisfaction with a hospital service。Managing Service Quality,23(3),188-204。 | 22. | Costa, P. T. Jr.、McCrae, R. R.(1995)。Solid ground in the wetlands of personality: a reply to Block。Psychological Bulletin,117(2),216-220。 | 23. | Ene, S.、Özkaya, B.(2014)。A Study on corporate image, customer satisfaction and brand Loyalty in the context of retail stores。Asian Social Science,10(14),52-66。 | 24. | Hahn, E.、Gottschling, J.、Spinath, F. M.(2012)。Short measurements of personality: Validity and reliability of the GSOEP Big Five Inventory (BFI-S)。Journal of Research in Personality,46(3),355-359。 | 25. | Hastings, T.(2015)。Convenience and controversy: the Uber business model could be here to stay。The London School of Economics and Political Science。 | 26. | Hurley, R. F.(1998)。Service Disposition and Personality: A Review and a Classification Scheme for Understanding Where Service Disposition Has an Effect on Customers。Advances in Services Marketing and Management,7,159-191。 | 27. | Johari, H.、Hee, C.(2013)。Personality Traits and Customer-Oriented Behavior in the Health Tourism Hospitals in Malaysia。International Journal of Trade, Economics and Finance,4(4),213-216。 | 28. | John, O. P.、Hampson, S. E.、Goldberg, L. R.(1991)。Is there a basic level of personality description。Journal of Personality and Social Psychology,60(3),348-361。 | 29. | Lee, H.-J.、Fairhurst, A.、Cho, H. J.(2012)。Gender differences in consumer evaluations of service quality: self-service kiosks in retail。The Service Industries Journal,33(2),248-265。 | 30. | Liang, Y. H.(2012)。Exploring the relationship between perceived electronic service quality, satisfaction, and personality: a study of Taiwan's online game industry。Total Quality Management & Business Excellence,23(8),949-963。 | 31. | Mokhlis, S.(2012)。The influence of service quality on satisfaction: a gender comparison。Public Administration Research,1(1),103-112。 | 32. | Moore, L. G.、Hokins, W. E.、Hopkins, S. A.(1998)。Quality and empowerment programs: dual paths to customer satisfaction。Managing Service Quality,8(1),133-141。 | 33. | Perez, A.、Bosque, Id.(2015)。Corporate social responsibility and customer loyalty: exploring the role of identification, satisfaction and type of company。Journal of Services Marketing,29(1),15-25。 | 34. | O'Neill, M.、Palmer, A.(2003)。An exploratory study of the effects of experience on consumer perceptions of the service quality construct。Managing Service Quality,13(3),187-196。 | 35. | Saleh, F.、Yarahmadi, F.(2013)。Personality Traits of Service Providers and Customers' Perceptions of Service Quality: The Case of Air Cargo Services in the United Arab Emirates。International Journal of Marketing Studies,5(5),53-63。 | 36. | Sawyerr, O. O.、Srinivas, S.、Wang, S.(2009)。Call center employee personality factors and service performance。Journal of Services Marketing,23(5),301-317。 | 37. | Sharma, P.、Chen, I. S. N.、Luk, S. T. K.(2012)。Gender and age as moderators in the service evaluation process。Journal of Services Marketing,26(2),102-114。 | 38. | Suliman, A. M.、AbdelRahman, A. A.、Abdalla, A.(2010)。Personality traits and work performance in a duty-free industry。International Journal of Commerce and Management,20(1),64-82。 | 39. | Tracey, J. B.、Sturman, M. C.、Tews, M.(2007)。Ability versus personality: Factors that predict employee job performance。Cornell Hotel and Restaurant Administration Quarterly,48(3),313-322。 | 40. | Yang, C. L.、Hwang, M.(2014)。Personality traits and simultaneous reciprocal influences between job performance and job satisfaction。Chinese Management Studies,8(1),6-26。 | 41. | Ekinci, Y.、Dawes, P. L.(2009)。Consumer perceptions of frontline service employee personality traits, interaction quality, and consumer satisfaction。The Service Industries Journal,29(4),503-521。 | 42. | Tett, Robert P.、Jackson, Douglas N.、Rothstein, Michell(1991)。Personality Measures as Predictors of Job performance: A Meta-Analytic Review。Personnel Psychology,44(4),703-742。 | 43. | Periatt, J. A.、Chakrabarty, S.、Lemay, S. A.(2007)。Using personality traits to select customer-oriented logistics personnel。Transportation Journal,46(1),22-37。 | 44. | Hurley, Robert F.(1998)。Customer service behavior in retail settings: A study of the effect of service provider personality。Journal of the Academy of Marketing Science,26(2),115-127。 | 45. | Liao, Hui、Chuang, Aichia C.(2004)。A multilevel investigation of factors influencing employee service performance and customer outcomes。Academy of Management Journal,47(1),41-58。 | 46. | Barrick, Murray R.、Mount, Michael K.(1991)。The big five personality dimensions and job performance: A meta-analysis。Personnel Psychology,44(1),1-26。 | 47. | Fournier, Susan、Mick, David Glen(1999)。Rediscovering satisfaction。Journal of Marketing,63(4),5-23。 | 48. | McCrae, Robert R.、Costa, Paul T. Jr.(1987)。Validation of the five-factor model of personality across instruments and observers。Journal of Personality and Social Psychology,52(1),81-90。 | 49. | 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。 | 50. | Darley, William K.、Smith, Robert E.(1995)。Gender differences in information processing strategies: An empirical test of the selectivity model in advertising response。Journal of Advertising,24(1),41-56。 | 51. | McCrae, R. R.、Costa, P. T. Jr.、Busch, C. M.(1986)。Evaluating Comprehensiveness in personality systems: The California Q-Set and the Five-Factor Model。Journal of Personality,54(2),430-446。 | 52. | Saeidi, Sayedeh Parastoo、Sofian, Saudah、Saeidi, Parvaneh、Saeidi, Sayyedeh Parisa、Saaeidi, Seyyed Alireza(2015)。How does corporate social responsibility contribute to firm financial performance? The mediating role of competitive advantage, reputation, and customer satisfaction。Journal of Business Research,68(2),341-350。 | 53. | Boulding, William、Kalra, Ajay、Staelin, Richard、Zeithaml, Valarie A.(1993)。A Dynamic Process Model of Service Quality: From Expectation to Behavioral Intentions。Journal of Marketing Research,30(1),7-27。 | 54. | McCrae, Robert R.、John, Oliver P.(1992)。An Introduction to the Five-Factor Model and Its Applications。Journal of Personality,60(2),175-215。 | 55. | Anderson, Eugene W.、Fornell, Claes、Lehmann, Donald R.(1994)。Customer satisfaction, market share, and profitability: Findings from Sweden。Journal of Marketing,58(3),53-66。 | 圖書1. | McShane, S. L.、Von Glinow, M. A.(2000)。Organizational behavior。Boston, MA。 | 2. | Hair, J. F. Jr.、Anderson, R. E.、Black, W. C.、Tatham, R. L.(1995)。Multivariate data analysis with readings。New York, NY:Macmillan。 | 3. | McKenna, E. F.(2000)。Business psychology and organizational behavior: A student's handbook。Psychology Press。 | 4. | Aiken, Leona S.、West, Stephen G.、Reno, Raymond R.(1991)。Multiple regression: Testing and interpreting interactions。Sage。 | 其他1. | Alboro, Q.(2015)。Uber's aggressive expansion fueling phenomenal growth: How Uber achieved phenomenal success in 5 years,http://foundersguide.com/uberagressive-expansion-fueling-phenomenal-growth。 | 2. | Freeman, S.(2015)。Uberization' Of Everything Is Happening, But Not Every 'Uber' Will Succeed,http://www.huffingtonpost.ca/2015/04/01/uberization-uber-ofeverything_n_6971752.html。 | 3. | Liu, J. P.(2014)。Uber's dynamic development and the analysis of successful key factor,http://www2.itis.org.tw/NetReport/NetReport_Detail.aspx?rpno=633264693。 | 4. | Miller, S.(2015)。Uber is popular, but what risks do its drivers, passengers and others face?,http://www.protectconsumerjustice.org/uber-is-popular-but-whatrisks-do-its-drivers-passengers-and-others-face.html。 | 5. | Siu, E.(2015)。10 Lessons Startups Can Learn from Uber's Growth,http://singlegrain.com/blogposts/business/10-lessons-startups-can-learn-ubers-growth/。 | 圖書論文1. | Bitner, Mary Jo、Hubbert, Amy R.(1994)。Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice。Service Quality: New Directions in Theory and Practice。Thousand Oaks, CA:Sage。 | |
| |