期刊論文1. | Babakus, Emin、Boller, Gregory W.(1992)。An Empirical Assessment of the SERVQUAL Scale。Journal of Business Research,24(3),253-268。 |
2. | Lovelock, Christophr H.(1983)。Classifying Service to Gain Strategic Marketing Insights。Journal of Marketing,47(3),9-20。 |
3. | 尉謄蛟(1987)。服務品質是企業決勝的關鍵。世界經理文摘,7-9。 延伸查詢 |
4. | Alpert, Mark I.(1971)。Identification of Determinant Attributes: A Comparison of Methods。Journal of Marketing Research,8,184-191。 |
5. | 黃志文、林山豐(19900800)。臺北地區銀行業服務品質之研究。臺北市銀月刊,21(8)=251,2-19。 延伸查詢 |
6. | Hopkins, S. A.、Strasser, S.、Hopkins, W. E.、Foster, J. R.(1993)。Service Quality Gaps in the Transportation Industry: An Empirical Investigation。Journal of Business Logistics,14(1),145-161。 |
7. | Grönroos, Christian(1982)。An applied service marketing theory。European Journal of Marketing,16(7),30-41。 |
8. | 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。 |