期刊論文1. | Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1994)。Reassessment of Expectations as a Comparison Standard in Measuring Sevice Quality: Implications for Further Research。Journal of Marketing,58(1),111-124。 |
2. | Parasuraman, A、Zeithaml, V. A.、Barry, L. L.(1993)。The nature and determinants of customer exceptions of Science。Journal of academy of marketing service,21(1),1-12。 |
3. | McAlexander, J. H.、Kaldenberg, D. O.、Koening, H. F.(1994)。Service quality measurement。Journal of Health Care Marketing,14(3),34-40。 |
4. | 李麗芳(19970700)。博物館學習與學校教育的互動。博物館學季刊,11(3),3-9。 延伸查詢 |
5. | Crosby, Lawrence A.、Stephens, Nancy(1987)。Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry。Journal of Marketing Research,24(4),404-411。 |
6. | Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1985)。Problems and Strategies in Service Marketing。Journal of Marketing,49(1),33-46。 |
7. | Parasuraman, A.、Zeithaml, Valarie A.、Berry, Leonard L.(1994)。Alternative Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria。Journal of Retailing,70(3),201-230。 |
8. | 許功明、劉幸真(1998)。博物館參觀經驗之比較--省美館與科博館為例。博物館學季刊,12(3),3-34。 延伸查詢 |
9. | Teas, R. K.(1993)。Expectations, Performance Evaluation and Consumers' Perception of Quality。Journal of Marketing,57(4),18-34。 |
10. | Parasuraman, Anantharanthan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1991)。Refinement and Reassessment of the SERVQUAL Scale。Journal of Retailing,67(4),420-450。 |
11. | Carman, James M.(1990)。Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions。Journal of Retailing,66(1),33-55。 |
12. | Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。Communication and Control Processes in the Delivery of Service Quality。Journal of Marketing,52(2),35-48。 |
13. | Spreng, Richard A.、Olshavsky, Richard W.(1993)。A Desires Congruency Model of Consumer Satisfaction。Journal of the Academy of Marketing Science,21(3),169-177。 |
14. | Churchill, Gilbert A. Jr.、Surprenant, Carol(1982)。An Investigation into the Determinants of Customer Satisfaction。Journal of Marketing Research,19(4),491-504。 |
15. | Oliver, Richard L.(1981)。Measurement and evaluation of satisfaction processes in retail settings。Journal of Retailing,57(3),25-48。 |
16. | 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。 |
17. | Davies,Andrew、李惠文(19990400)。博物館行銷與非觀眾。博物館學季刊,13(2),63-74。 延伸查詢 |
18. | Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing,56(3),55-68。 |
19. | Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing,64(1),12-40。 |
20. | 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。 |
21. | 黃俊英、林義屏(1998)。社會行銷市場區隔變數之比較研究─以骨髓捐贈活動為例。管理評論,17(1),39-59。 延伸查詢 |
22. | Brown, Tom J.、Churchill, Gilbert A.、Paul, Peter J.(1993)。Improving the Meausrement of Service Quality。Journal of Retailing,69(1),127-139。 |
23. | Cronin, J. Joseph、Taylor, Steven A.(1994)。SERVPERF Versus SERVAUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality。Journal of Marketing,58,125-131。 |
24. | Smith, A. M.(1995)。Measuring Service Quality: Is SERVQUAL Now Redundant?。Journal of Marketing Management,11,257-276。 |
25. | Banwari, Mittal、Lassar, Walfried M.(1998)。What do Customers Switch? The Dynamics of Satisfaction Versus Loyalty。Journal of Services Marketing,12(3),177-194。 |