|
一、中文部份：
吳明隆(2009)，SPSS操作與應用-問卷統計分析實務，台北 : 五南。
李美枝，鐘秋玉(1996)，性別與性別角色析論. 本土心理學研究， (6), 260-299.
林建煌(2002)，行銷管理，台北：智勝文化。
徐達光(2003)，消費者心理學－消費者行為的科學研究，台北：東華書局。
練乃華，留淑芳(2003)，口耳相傳訊息之傳播及對消費者購買行為之影響：文獻回顧與評論，中山管理評論，11(2)，283-307。
謝安田，顏昌華(2004)，服務參與對服務人員工作投入影響之研究，中華管理學報，5(3)，43-58。
二、英文部份
Agrawal, N., & Maheswaran, D. (2005). The effects of self-construal and commitment on persuasion. Journal of Consumer Research, 31(4), 841-849.
Ahluwalia, R., Burnkrant, R. E., & Unnava, H. R. (2000). Consumer response to negative publicity: The moderating role of commitment. Journal of marketing research, 37(2), 203-214.
Amblee, N., & Bui, T. (2008). Can brand reputation improve the odds of being reviewed on-line? International Journal of Electronic Commerce, 12(3), 11-28.
Amine, A. (1998). Consumers true brand loyalty: the central role of commitment. Journal of strategic marketing, 6(4), 305-319.
Anderson, E. W. (1998). Customer satisfaction and word of mouth. Journal of service research, 1(1), 5-17.
Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. The Journal of marketing, 58(3), 53-66.
Arndt, J. (1967). Role of product-related conversations in the diffusion a new product. Journal of Marketing Research, 4(3), 291-295.
Athanassopoulos, A. (2001). Behavioural responses to customer satisfaction: An empirical study. European Journal of Marketing, 35(5), 687-707.
Babin, B. J., Lee, Y. K., Kim, E. J., & Griffin, M. (2005). Model consumer satisfaction and word-of-Mouth：Restaurant patronage in Korea. Journal of Service Marketing, 19(3), 133-139.
Baker A. M., Donthu, N., & Kumar, V. (2016). Investigating How Word-Of-Mouth Conversations About Brands Influence Purchase and Retransmission Intentions. Journal of Marketing Research, 53(2), 225-239.
Baker, C. E. (2002). Media, Market, and Democracy. Cambridge, UK: Cambridge University Press.
Bansal, H. S., Irving, P. G., & Taylor, S. F. (2004). A three-component model of customer to service providers. Journal of the Academy of marketing Science, 32(3), 234-250.
Bansal, H. S., & Voyer, P. A. (2000). Word-of-mouth processes within a services purchase decision context. Journal of Service Research, 3(2), 166-177.
Barich, H., & Kotler, P. (1991). A framework for marketing image management. MIT Sloan Management Review, 32(2), 94.
Barletta, M. (2003). Marketing to women: How to understand, reach, and increase your share of the worlds largest market segment. Dearborn Trade Publishing.
Barry, B., & Evans, J. R. (1978). Retail management: A strategic approach. New York: Macmillan Publishing Co. Inc.
Babin, B. J., Lee, Y. K., Kim, E. J., & Griffin, M. (2005).Modeling consumer satisfaction and word-of-mouth: restaurant patronage in Korea.The Journal of Services Marketing, 19(3), 133-139.
Bayus, B. L. (1985). Word of mouth: The indirect effects of marketing efforts. Journal of Advertising Research, 25(3), 31-39.
Becker, H. S. (1960). Notes on the concept of commitment. American journal of Sociology, 66(1), 32-40.
Bendapudi, N., & Berry, L. L. (1997). Customers motivations for maintaining relationships with service providers. Journal of retailing, 73(1), 15-37.
Berger, J., & Schwartz, E. M. (2011). What Drives immediate and ongoing word of mouth? Journal of Marketing Research, 48(5), 869-880.
Berman, P. (1978). The study of macro and micro implementation of social policy.
Berry, L. L., & Parasuraman, A. (1991). Marketing Services: Competing Through Quality. New York: The Free Press.
Bettencourt, L. A. (1997). Customer voluntary performance: Customers as partners in service delivery. Journal of Retailing, 73(3), 383-406.
Bolton, R. N., & Drew, J. H. (1991). A multistage model of customers assessments of service quality and value. Journal of consumer research, 17(4), 375-384.
Bolton, R. N., & Drew, J. H. (1991). A longitudinal analysis of the impact of service changes on customer attitudes. The Journal of Marketing, 55(1), 1-9.
Bone, P. F. (1995). Word-of-mouth effects on short-term and long-term product judgments. Journal of Business Research, 32(3), 213-223.
Bone, P. F., & Ellen, P. S. (1992). The generation and consequences of communication-evoked imagery. Journal of Consumer Research, 19(1), 93-104.
Bristor, J. M. (1990). Enhanced explanations of word of mouth communications: The power of relationships. Research in Consumer Behavior, 89(24), 51-83.
Brown, J. J., & Reingen, P. H. (1987). Social ties and word-of-mouth referral behavior. Journal of Consumer Research, 14(3), 350-362.
Brown, T. J., Barry, T. E., Dacin, P. A., & Gunst, R. F. (2005). Spreading the word: investigating antecedents of consumers’ positive word-of-mouth intentions and behaviors in a retailing context. Journal of the Academy of Marketing Science, 33(2), 123-138.
Brown, J., Broderick, A. J., & Lee, N. (2007). Word of mouth communication within online communities: Conceptualizing the online social network. Journal of Interactive Marketing, 21(3), 2-20.
Burt, R. S. (1999). The social capital of opinion leaders. The Annals of the American Academy of Political and Social Science, 566(1), 37-54.
Buttle, F. A. (1998). Word of mouth: Understanding and managing referral marketing. Journal of Strategic Marketing, 6(3), 241-254.
Cermak, D. S. P., File, K. M., & Prince, R. A. (1994). Customer participation in service specification and delivery. Journal of Applied Business Research, 10(2), 90-97.
Cardozo, R. N. (1965). An experimental study of customer effort, expectation, and satisfaction. Journal of marketing research, 2(3), 244-249.
Chaudhuri, A., & Holbrook, M. (2002). Product-class effects on brand commitment and brand outcomes: The role of brand trust and brand affect. Journal of Brand Management, 10(1), 33-58.
Cheung, C. M. K., & Lee, M. K. O. (2012). What drives consumers to spread electronic word of mouth in online consumer-opinion platforms. Decision Support Systems, 53(1), 218-225.
Childers, T. L. (1986). Assessment of the psychometric properties of an opinion leadership scale. Journal of marketing research, 23(2), 184-188.
Chiou, J. S., Droge, C., & Hanvanich, S. (2002). Does customer knowledge affect how loyalty is formed? Journal of Service Research, 5(2), 113-124.
Corey, G. (2013). Case approach to counseling and psychotherapy. (International ed.). Brooks/Cole.
Crane, F. G. (1989). Choice criteria and cue usage in selecting lawyers. Journal of Professional Services Marketing, 5(1), 113-121.
Crane, F. G., & Lynch, J. E. (1988). Consumer selection of physicians and dentists: An examination of choice criteria and cue usage. Journal of Health Care Marketing, 8(3), 16-19.
Czepiel, J. A. (1974). Word-of-mouth processes in the diffusion of a major technological innovation. Journal of Marketing Research, 11(2), 172-180.
Davidow, M. (2003). Have you heard the word? The effect of word of mouth on perceived justice, satisfaction and repurchase intentions following complaint handling. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 16(1), 67.
Day, G. S. (1971). Attitude change, media and word of mouth. Journal of Advertising Research, 11(6), 31-40.
Day, R. L. (1984). Modeling choices among alternative responses to dissatisfaction. Advances in Consumer Research, 11(1), 496-499.
De Matos, C. A., & Rossi, C. A. V. (2008). Word-of-mouth communications in marketing: a meta-analytic review of the antecedents and moderators. Journal of the Academy of marketing science, 36(4), 578-596.
DeVito, J. A. (1994). Human Communication (6th ed.). New York: Harper Collins.
Dichter, E. (1966). How word-of-mouth marketing works. Harvard Business Review, 44(6), 148.
Dixon, L. (2000). Reflections on recovery. Community Mental Health Journal, 36(4), 443-447.
Dholakia, U. M. (1997). An investigation of the relationship between perceived risk and product involvement. ACR North American Advances.
Engel, J. F., Blackwell, R. D., & Miniard, P. W. (2001). Consumer Behavior (8th ed.). Harcourt: Joranovich College Publishers.
Eliashberg, J., Jonker, J. J., Sawhney, M. S., & Wierenga, B. (2000). MOVIEMOD: An implementable decision-support system for prerelease market evaluation of motion pictures. Marketing Science, 19(3), 226-243.
Ennew, C. T., Banerjee, A. K., & Li, D. (2000). Managing word of mouth communication: Empirical evidence from India. The International Journal of Bank Marketing, 18(2), 75-86.
Flynn, L. S., Goldsmith, R. E., & Eastman, J. K.(1996). Opinion Leaders and Opinion Seekers : Two New Measurement Scales. Journal of the Academy of Marketing Science, 24(2), 137-147.
Fournier, S. (1998). Consumers and Their Brands: Developing Relationship Theory in Consumer Research. Journal of Consumer Research, 24(4), 343-373.
Freiden, J. B., & Goldsmith, R. E. (1988). Correlates of consumer information search for professional services. Journal of Professional Services Marketing, 4(1), 15-29.
Fullerton, G. (2003). When does commitment lead to loyalty? Journal of service research, 5(4), 333-344.
Fullerton, G.(2005). How commitment both enables and undermines marketing relationships. European Journal of Marketing, 39(11), 1372-1388.
Gabbott, M., & Hogg, G. (2000). An empirical investigation of the impact of non-verbal communication on service evaluation. European Journal of Marketing, 34(3/4), 384-398.
Garbarino, E., & Johnson, M. S. (1999). The different roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing, 63(April), 70-87.
Gelb, B. D., & Sundaram, S. (2002). Adapting to ’word of mouth’. Business Horizons, 45(4), 21-25.
Geyer, P. D., Dotson, M., & King, R. H. (1991). Predicting Brand Commitment: An Empirical Test of Rusbults. The Mid-Atlantic Journal of Business, 27(2), 129.
Gilligan, C. (1982). In a different voice. Harvard University Press.
Goodwin, C., & Gremler, D. D. (1996), Friendship Over the Counter: How Social Aspects of Service Encounters Influence Consumer Service Loyalty, Advances in Services Marketing and Management, 5, 247-282.
Grayson, K., & Ambler, T. (1999). The dark side of long-term relationships in marketing services. Journal of marketing Research, 36(1), 132-141.
Gremler, D. D. (1994). Word-of-mouth about service providers: an illustration of theory development in marketing. In AMA winter educators conference proceedings, 5(1), 62-70.
Gremler, D. D., & Brown, S. W. (1999). The loyalty ripple effect appreciating the full value of customers. International Journal of Service Industry Management, 10(3), 271-291.
Gundlach, G., Achrol, R., & Mentzer, J. (1995) The Structure of Commitment in Exchange. Journal of Marketing, 59(1), 78-92.
Gwinner, K. P., Gremler, D. D., & Bitner, M. J. (1998). Relational benefits in service industry: The customer’s perspective. Journal of Academy of Marketing Science, 26(2), 101-104.
Hair, J. F., Anderson, R. E., Tatham, R. L., & Black, W. C. (1995). Data analysis with readings. Englewood Cliffs, NJ: Prentice-Hall.(1991). Correlation of perceptual performance and activities of daily living in stroke patients. American Journal of Occupational Therapy, 45, 410-418.
Hair, A., Tatham, R. L., & Black, W. C. (1995). Multivariate data analysis (5th ed.). New Jersey: Prentice Hall.
Harrison-Walker, L. J. (2001). The measurement of word-of-mouth communication and an investigation of service quality and customer commitment as potential antecedents. Journal of Service Research, 4(1), 60-75.
Hausman, D. M. (2011). Preference, value, choice, and welfare. Cambridge University Press.
Helm, S. (2007). One reputation or many? Comparing stakeholders perceptions of corporate reputation. Corporate Communications : An International Journal, 12(3), 238-254.
Helm S., Eggert A., & Garnefeld, I. (2010) Modeling the Impact of Corporate Reputation on Customer Satisfaction and Loyalty Using Partial Least Squares. In: Esposito Vinzi V., Chin W., Henseler J., Wang H. (eds) Handbook of Partial Least Squares. Springer Handbooks of Computational Statistics. Springer, Berlin, Heidelberg, 515-534.
Henning-Thurau, T., Gwinner, K. P., & Gremler, D. D. (2002). Understanding relationship marketing outcomes. Journal of Service Research, 4(3), 230-247.
Herr, P. M., Kardes, F. R., & Kim, J. (1991). Effects of word-of-mouth and product attributes information on persuasion: An accessibility-diagnosticity perspective. Journal of Consumer Research, 17(4), 454-462.
Heskett, J. L., Sasser, W. E., Jr., & Schlesinger, L. A. (1997). What is strategy? Harvard Business Review, 75(2), 158-160.
Hubbert, A. R. (1995). Customer co-creation of service outcomes: Effects of locus of causality attributions. Glenview: Scott-Foresman.
Hudson, S., Roth, M. S., Madden, T. J., & Hudson, R. (2015). The effects of social media on emotions, brand relationship quality, and word of mouth: An empirical study of music festival attendees. Tourism Management, 47(1), 68-76.
Hurlock, E. B. (1980). Developmental psychology: A life-span approach. New Delhi: Tata McGraw-Hill Publishing Company.
Jackson, B. B. (1985). Build customer relationships that last. Harvard Business Review, Nov, 120-128.
Jo Bitner, M., Faranda, W. T., Hubbert, A. R., & Zeithaml, V. A. (1997). Customer contributions and roles in service delivery. International journal of service industry management, 8(3), 193-205.
Jacoby, J., & Chestnut, R. W. (1978). Brand loyalty: Measurement and management. John Wiley & Sons Incorporated.
Jones, M. A., Taylor, V. A., & Reynolds, K. E. (2014). The effect of requests for positive evaluations on customer satisfaction ratings. Psychology & Marketing, 31(3), 161-170.
Jones, T. O., & Sasser, W. E. (1995). Why satisfied customers defect. Harvard business review, 73(6), 88.
Kahle, L., Beatty, S. E., & Homer, P. (1989). Consumer values in Norway and the United States: A comparison. Journal of International Consumer Marketing, 1(4), 81-92.
Kimpakorn, N., & Tocquer, G. (2010). Service brand equity and employee brand commitment. Journal of Services Marketing, 24(5), 378-388.
King, C. W., & Summers, J. O. (1970). Overlap of opinion leadership across consumer product categories. Journal of Marketing Research, 7(1), 43-50.
Knauer, G. (1992). The return of the geodesic dome. The Futurist, 26(1), 29-32.
Lambert, D. M., Sharma, A., & Levy, M. (1997). What information can relationship marketers obtain from customer evaluations of salespeople? Industrial Marketing Management, 26(2), 177-187.
Lau, G. T., & Ng, S. S. (2001). Individual and situational factors influencing negative word-of-mouth behaviors. Canadian Journal of Administrative Sciences, 18, 163-178.
Lagace, R. R. (1991) An Exploratory Study of Reciprocal Trust Between Sales Managers and Salespersons, Journal of Personal Selling & Sales Management, 11(2), 49-58.
Lastovicka, J. L., & Gardner, D. M. (1978). Low involvement versus high involvement cognitive structures. ACR North American Advances.
Lazarsfeld, P. F., Berelson, B., & Gaudet, H. (1944). The peoples choice. Oxford, England: Duell, Sloan & Pearce.
Lazarsfeld, P., & Katz, E. (1955). Personal influence. Glencoe, Free Presse.
Lemon, K. N., White, T. B., & Winter, R. S. (2002). Dynamic Customer Relationship Management: Incorporating Future Considerations into the Service Retention Decision. Journal of Marketing, 66, 1-14
Liu, Y. (2006). Word of mouth for movies: Its dynamics and impact on box office revenue. Journal of marketing, 70(3), 74-89.
Lovett, M. J., Peres, R., & Shachar, R. (2013). On brands and word of mouth. Journal of marketing research, 50(4), 427-444.
Maccoby, E. E., & Jacklin, C. N. (1974). Myth, reality and shades of gray: What we know and dont know about sex differences. Psychology Today, 8(7), 109-112.
Mazzarol, T., Sweeney, J. C., & Soutar, G. N. (2007). Conceptualizing word-of-mouth activity, triggers and conditions: an exploratory study. European Journal of Marketing, 41(11/12), 1475-1494.
McMullan, R., & Gilmore, A. (2003). The conceptual development of customer loyalty measurement: A proposed scale. Journal of Targeting, Measurement and Analysis for Marketing, 11(3), 230-243.
Mangold, W. G., Miller, F., & Brockway, G. R. (1999). Word-of-mouth communication in the service marketplace. The Journal of Services Marketing, 13(5), 73-88.
Meuter, M. L., & Bitner, M. J. (1998). Self-service technologies: extending service frameworks and identifying issues for research. American Marketing Association: Conference Proceedings, Winter, 12-19.
Mohr, J. J., & Spekman, R. E. (1996). Perfecting partnerships. Marketing Management, 4(4), 34.
Moorman, C., Deshpande, R., & Zaltman, G. (1993). Factors affecting trust in market research relationships. Journal of marketing, 57(1), 81-101.
Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of marketing, 58(3), 20-38.
Murray, K. B. (1991). A test of services marketing theory: Consumer information acquisition activities. Journal of Marketing, 55(1), 10-25.
Naylor, G., & Kleiser, S. B. (2000). Negative versus positive word-of-mouth: an exception to rule. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 13(1), 26-36.
Newman, J. W., & Werbel, R. A. (1973). Multivariate analysis of brand loyalty for major household appliances. Journal of marketing research, 10(4), 404-409.
Nunnally, J. (1978). Psychometric methods, New-York : McGraw-Hill.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of marketing research, 17(4), 460-469.
Oliver, R. L., & Swan, J. E. (1989). Consumer perceptions of interpersonal equity and satisfaction in transactions: a field survey approach. The Journal of Marketing, 53(2), 21-35.
Oliver, R. L., & Swan, J. E. (1989). Equity and disconfirmation perceptions as influences on merchant and product satisfaction. Journal of consumer research, 16(3), 372-383.
Papa, M. J., & Tracy, K. (1988). Communicative indices of employee performance with new technology. Communication Research, 15(5), 524-544.
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Understanding customer expectations of service. MIT Sloan Management Review, 32(3), 39.
Park, C., & Lee, T. M. (2009). Antecedents of online reviews usage and purchase influence: An empirical comparison of US and Korean consumers. Journal of Interactive Marketing, 23(4), 332-340.
Parker, C., & Ward, P. (2000). An analysis of role adoptions and scripts during customer-to-customer encounter. European Journal of Marketing, 34(3/4), 341-358.
Reynolds, K. E., & Arnold, M. J. (2000). Customer loyalty to the salesperson and the store: examining relationship customers in an upscale retail context. The Journal of Personal Selling & Sales Management, 20(2), 89-98.
Rogers, E. M., & Cartano, D. G. (1962). Methods of measuring opinion leadership. Public Opinion Quarterly, 26(3), 435-441.
Richins, M. (1984). Word of Mouth Communication as Negative. Information Advances in Consumer Research. Advances in Consumer Research, 11, 697- 702.
Richins, M. L., & Root-Shaffer, T. (1988). The role of evolvement and opinion leadership in consumer word-of-mouth: An implicit model made explicit. Advances in Consumer Research, 15, 32-36.
Rosen, E. (2000). The anatomy of buzz, double, a division of random house. Thousand Oaks, CA: Sage.
Schiffman, L. G., & Kanuk, L. L. (1995). Consumer Behavior (9th Ed.). Upper Saddle River, NJ: Prentice Hall.
Selnes, F. (1993). An examination of the effect of product performance on brand reputation, satisfaction and loyalty. European Journal of marketing, 27(9), 19-35.
Shen, W., Huang, J., & Li, D. (2016). The Research of Motivation for Word-of-Mouth: Based on the SelfDetermination Theory. Journal of Business and Retail Management Research, 10(2), 75-84.
Silverman, G. (1997). How to harness the awesome power of word of mouth. Direct Marketing, 60(7), 32-37.
Singh, J., & Pandya, S. (1991). Exploring the effects of consumers dissatisfaction level on complaint behaviours. European Journal of Marketing, 25(9), 7-22.
Singh, S., Srivastava, S. K., Bhardwaj, A., Owen, L. B., & Singh, A. P. (2010). CXCL12–CXCR4 signalling axis confers gemcitabine resistance to pancreatic cancer cells: a novel target for therapy. British journal of cancer, 103(11), 1671.
Stare, J., Deeman, M., & Klun, M. (2010). Relationship between job satisfaction and customer satisfaction in public sector using a structural equation model. Journal of US-China Public Administration, 7(4), 37-64.
Storbacka, K., Strandvik, T., & Gronroos, C. (1994). Managing customer relationship for profit: The dynamics of relationship quality, International Journal of Service Industry, 5(5), 28-31.
Swan, J. E., & Oliver, R. L. (1989). Postpurchase communications by consumers. Journal of Retailing, 65(4), 516-533.
Swann Jr, W. B., & Gill, M. J. (1997). Confidence and accuracy in person perception: Do we know what we think we know about our relationship partners?. Journal of personality and social psychology, 73(4), 747.
Sweeney, J. C., Soutar, G. N., & Mazzarol, T. (2008). Factors influencing word of mouth effectiveness: receiver perspectives. European Journal of Marketing, 42(3/4), 344-364.
Tang C., & Guo, L. (2015). Digging for gold with a simple tool: Validating text mining in studying electronic word-of-mouth (eWOM) communication. Marketing Letters, 26(1), 67-80.
Tifferet, S., & Herstein, R. (2012). Gender differences in brand commitment, impulse buying, and hedonic consumption. Journal of Product & Brand Management, 21(3), 176-182.
Traylor, M. B. (1981). Product involvement and brand commitment. Journal of Advertising Research.
Turri, A. M., Smith, K. H., & Kemp, E. (2013). Developing affective brand commitment through social media. Journal of Electronic Commerce Research, 14(3).
Valarie A. Zeithaml, Bitner, M. J., & Dwayne D.. Gremler. (2003). Services marketing: integrating customer focus across the firm. New York: McGraw-Hill.
Verhoef, P. C., Franses, P. H., & Hoekstra, J. C. (2002). The effect of relational constructs on customer referrals and number of services purchased from a multiservice provider: does age of relationship matter?. Journal of the Academy of Marketing Science, 30(3), 202-216.
Venkatraman, M. P. (1990). Opinion leadership, enduring involvement and characteristics of opinion leaders: a moderating or mediating relationship? ACR North American Advances.
Warrington, P., & Shim, S. (2000). An Empirical Investigation of the Relationship between Product Involvement and Brand Commitment. Psychology and Marketing, 17(9), 761-782.
Westbrook, R. A. (1987). Product/consumption-based affective responses and postpurchase processes. Journal of Marketing Research, 24(3), 258-270.
Wilkie, R. (1990). Reviews-Charities and government by Alan Ware. Public Administration, 68(2), 277.
Wirtz, J., & Chew, P. (2002). The effects of incentives deal proneness, satisfaction and tie strength on word-of-mouth behaviors. International Journal of Service Industry Management, 13(2), 141-162.
Woodside, A. G., Frey, L. L., & Daly, R. T. (1989). Linking service quality, customer satisfaction, and behavioral intention. Journal of Health Care Marketing, 9(4), 5-17.
Woodruff, R. B. (1997). Customer value: The next source for competitive advantage. Academy of Marketing Science Journal, 25(2), 25-139.
Yang, H., & Yoo, Y.(2004). Its all about attitude: revisiting the technology acceptance model. Decision Support Systems, 38(1), 19-31.
Yoo, C. W., Sanders, G. L., & Moon, J. (2013). Exploring the effect of e-WOM participation on e-Loyalty in e-commerce. Decision Support Systems, 55(3), 669-678.
Zeithaml V. A. (1981). How Consumer Evaluation Processes Differ between Goods and Services. Reprinted in Lovelock, C. (1991), Services Marketing (2nd Ed.), New Jersey: Prentice Hall.
Zeithaml, V. A. (1988). Consumer perceptions of price, quality and value：A means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2-22.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1993). The nature and determinants of customer expectations of service. Journal of the Academy of Marketing Science, 21(1), 1-12.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-47.
Zeithaml, V. A., Bitner, M. J., Gremler, D. D., & Pandit, A. (2006). Services marketing: Integrating customer focus across the firm.
|