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R.(1987)。Answering the Customer's Complaint: A Case Study。The Cornell Hotel and Restaurant Administration Quarterly，28(1)，10-14。 | | 17. | Rogers, John C.、Ross, Steven C.、Williams, Terrell G.(1992)。Personal Values and Purchase Dissatisfaction Response。Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior，5(1)，81-92。 | | 18. | Ruthstorm, C. R.、Matejka, K.(1990)。The Meanings of 'Yes' in the East。Industrial Marketing Management，1(19)，191-192。 | | 19. | Slama, Mark E.、Williams, Terrell G.(1991)。Consumer Interaction Styles and Purchase Complaint Intention。Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior，4，167-174。 | | 20. | Strahle, William M.、Hernandez, Sigfredo A.、Garcia, Hector L.、Sorensen, Robert C.(1992)。A Study of Consumer Complaining Behavior: VCR Owners in Puerto Rico。Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behabior，5，179-191。 | | 21. | Clark, Terry(1990)。International marketing and national character: A review and proposal for an integrative theory。The Journal of Marketing，54(4)，66-79。 | | 22. | Hofstede, Geert、Bond, Michael Harris(1988)。The Confucius Connection: From Cultural Roots to Economic Growth。Organizational Dynamics，16(4)，5-21。 | | 23. | Parasuraman, Arun、Berry, Leonard L.、Zeithaml, Valarie A.(1991)。Understanding Customer Expectations of Service。MIT Sloan Management Review，32(3)，39-48。 | | 24. | Reichheld, Frederick F.(1993)。Loyalty-Based Management。Harvard Business Review，71(2)，64-73。 | | 25. | Singh, Jagdip(1988)。Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues。Journal of Marketing，52(1)，93-107。 | | 26. | Lewis, R. 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L.(19861208)。Banks Stress Resolving Complaints to Win Small Customers' Favor。 | 圖書論文| 1. | Day, Ralph L.(1980)。Research Perspectives on Consumer Complaining Behavior。Theoretical Developments in Marketing。Chicago：American Marketing Association。 | | 2. | Day, R. L.、Landon, E. L. Jr.(1977)。Towards a Theory of Consumer Complaining Behavior。Consumer and Industrial Buying Behavior, Arch Woodside。Amsterdam：North-Holland Publishing Company。 | | 3. | McClure, N. R.、Kiecker, P.(1992)。Explaining Differences in Individuals' Propensity to Complain。American Marketing Association Educators' Proceedings。 | | 4. | Villarreal-Camacho, A.(1983)。Consumer Complaining Behavior: A Cross-Cultural Comparison。American Marketing Association Educators Proceedings。 | |