| 期刊論文| 1. | 任維廉、呂堂榮(20040600)。國道客運乘客知覺之服務品質，滿意度與移轉障礙對其行為意向之影響。運輸計劃，33(2)，421-447。 延伸查詢 | | 2. | Cronin, J. Joseph Jr.、Brady, Michael K.、Brand, Richard R.、Shemwell, Donald J.、Hightower, Roscoe Jr.(1997)。A Cross-sectional Test of the Effect and Conceptualization of Service Value。Journal of Services Marketing，11(6)，375-391。  | | 3. | Kim, M. K.、Park, M. C.、Jeong, D. H.(2004)。The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services。Telecommunications Policy，28(2)，145-159。 | | 4. | Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1988)。SERVQUAL: A multiple consumer perceptions of service quality。Journal of Retailing，64(1)，12-40。 | | 5. | Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1991)。Refinement and reassessment of the SERVQUAL scale。Journal of Retailing，67(4)，420-450。 | | 6. | Cronin J. J. Jr.、Brady, M. K.、Hult, G. T. M.(2000)。Assessing the Effects of Quality, Value and Customer Satisfaction on Consumer Behavioral Intention in Service Environments。Journal of Retailing，76(2)，193-218。 | | 7. | Jen, W.、Hu, K. C.(2003)。Application of Perceived Value Nodel to Identify Factors Affecting Passengers Repurchase Intentions on City Bus: A Case of the Taipei Metropolitan Area。Transportation，30(3)，307-327。 | | 8. | Heskett, James L.、Jones, Thomas O.、Loveman, Gary W.、Sasser, W. Earl Jr.、Schlesinger, Leonard A.(1994)。Putting the Service-Profit Chain to Work。Harvard Business Review，72(2)，164-174。 | | 9. | Bolton, Ruth N.、Drew, James H.(1987)。A Multistage Model of Customers' Assessments of Service Quality and Value。Journal of Consumer Research，17(4)，375-384。 | | 10. | Baron, Reuben M.、Kenny, David A.(1986)。The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations。Journal of Personality and Social Psychology，51(6)，1173-1182。 | | 11. | Edvardsson, Bo、Johnson, Michael D.、Gustafsson, Anders、Strandvik, Tore(2000)。The effects of satisfaction and loyalty on profits and growth: products versus services。Total Quality Management，11(7)，917-927。 | | 12. | 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。 | | 13. | Zeithaml, Valarie A.(1988)。Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence。Journal of Marketing，52(3)，2-22。 | 圖書| 1. | Etzel, Michael J.、Walker, Bruce J.、Stanton, William J.(2001)。Marketing Management。McGraw-Hill。 | | 2. | 張紹勳(2001)。研究方法。滄海書局。 延伸查詢 | | 3. | Kotler, Philip(2003)。Marketing management。Prentice-Hall, Inc.。 | | 4. | Yin, Robert K.(2003)。Case Study Research: Design and Methods。Sage Publications。 | | 5. | Zeithaml, Valarie A.、Bitner, Mary Jo(2000)。Service marketing: Integrating customer focus across the firm。McGraw-Hill。 | | 6. | 吳萬益、林清河(2000)。企業研究方法。臺北：華泰。 延伸查詢 | | 7. | Patton, Michael Quinn(1990)。Qualitative evaluation and research method。Sage。 | |