| 期刊論文1. | 李孟訓、周建男、林俞君(20061200)。休閒農場之服務品質、關係品質與顧客忠誠度之關聯性研究。農業經濟半年刊,80,125-168。 延伸查詢 | 2. | 方世榮、張文賢(20060700)。品牌關係之研究--前置因素、結果及干擾變項。朝陽商管評論,5(2),53-88。 延伸查詢 | 3. | Liljander, Veronica、Strandvik, Tore(1993)。Estimating Zones of Tolerance in Perceived Service Quality and Perceived Service Value。International Journal of Service Industry Management,4(2),6-28。 | 4. | 林隆儀、簡任群(20041200)。服務品質、關係品質、關係價值與顧客忠誠度的關係之整合分析--以行動電信產業之消費者為例。真理財經學報,11,73-112。 延伸查詢 | 5. | Coulter, Keith S.、Coulter, Robin A.(2002)。Determinants of trust in a service provider: The moderating role of length of relationship。Journal of Services Marketing,16(1),35-50。 | 6. | Gounaris, Spiros P.、Venetis, K.(2002)。Trust in industrial service relationships: behavioral consequences, antecedents and the moderating effect of the duration of the relationship。Journal of Services Marketing,16(7),636-655。 | 7. | Rusbult, C. E.、Zembrodt, I. M.、Gunn, L. K.(1982)。Exit, Voice, Loyalty, and Neglect: Responses to Dissatisfaction in Romantic Involvements。Journal of Personality and Social Psychology,43(6),1230-1242。 | 8. | 陳正男、曾倫崇、張婷玥(20010900)。連鎖便利商店服務品質、服務滿意度與加盟意向之關連性研究。產業金融季刊,112,86-105。 延伸查詢 | 9. | 陳家瑜、林昆德(20061000)。企業形象對旅客忠誠度之影響研究--以國內航空業為例。觀光旅遊研究學刊,1,55-75。 延伸查詢 | 10. | de Ruyter, K.、Wetzels, M.、Lemmink, J.、Mattsson, J.(1997)。The Dynamics of The Service Delivery Process: A Value-Based Approach。International Journal of Research in Marketing,14(3),231-243。 | 11. | Nguyen, N. O.、LeBlanc, G.、Garvin, D. A.(2001)。Corporate Image and Corporate Reputation in Customer's Retention Decision in Services。Journal of Retailing and Consumer Services,8(4),227-236。 | 12. | Kim, W. G.、Cha, Y.(2002)。Antecedents and consequences of relationship quality in hotel industry。International Journal of Hospitality Management,21(4),321-338。 | 13. | Bowen, J. T.、Shoemaker, S.(1998)。Loyalty: A strategic commitment。Cornell Hotel and Restaurant Administration Quarterly,39(1),12-25。 | 14. | Crosby, Lawrence A.、Evans, Kenneth R.、Cowles, Deborah(199007)。Relationship Quality in Services Selling: An Interpersonal Influence Perspective。Journal of Marketing,54(3),68-81。 | 15. | Chiou, Jyh-Shen、Droge, Cornelia、Hanvanich, Sangphet(2002)。Does Customer Knowledge Affect How Loyalty is Formed?。Journal of Service Research,5(2),113-124。 | 16. | Prichard, Mark P.、Havitz, Mark E.、Haward, Dennis R.(1999)。Analyzing the Commitment: Loyalty Link in Service Contexts。Journal of the Academy of Marketing Science,27(3),333-348。 | 17. | De Ruyter, K.、Wetzels, M.、Bloemer, J.(1998)。On the Relationship Between Perceived Services Quality, Services Loyalty and Switching Costs。International Journal of Service Industry Management,9(5),436-453。 | 18. | Smith, J. B.、Barclay, D. W.(1997)。The effects of organizational differences and trust on the effectiveness of selling partner relationship。Journal of Marketing,61(1),3-21。 | 19. | Sheth, Jagdish N.、Parvatiyar, Atul(1995)。Relationship Marketing in Consumer Markets: Antecedents and Consequences。Journal of the Academy of Marketing Science,23(4),255-271。 | 20. | Babin, B. J.、Griffin, M.(1998)。The Nature of satisfaction: an updated examination and analysis。Journal of Business Research,41(2),127-136。 | 21. | Sharma, N.、Patterson, P. G.(1999)。The Impact of Communication Effectiveness and Service Quality on Relationship Commitment in Consumer, Professional Services。The Journal of Services Marketing,13(2),151-170。 | 22. | Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1985)。Problems and Strategies in Service Marketing。Journal of Marketing,49(1),33-46。 | 23. | Parsons, A. L.(2002)。What determines buyer-seller relationship quality? An investigation from the buyer's perspective。Journal of Supply Chain Management,38(1),4-12。 | 24. | Keating, B.、Rugimbana, Robert、Quazi, A.(2003)。Differentiating Between Service Quality and Relationship Quality in Cyberspace。Managing Service Quality,13(3),217-232。 | 25. | Smith, J. Brock(1998)。Buyer-seller Relationships: Bonds, Relationship Management, and Sex-Type。Canadian Journal of Administrative Sciences,15(1),76-92。 | 26. | Rusbult, C. E.、Farrell, D.(1983)。A longitudinal test of the invest-ment model: The impact on job satisfaction, job commitment, and turnover of variations in rewards, costs, alternatives, and investments。Journal of Applied Psychology,68(3),429-438。 | 27. | Hurley, R. F.、Estelami, H.(1998)。Alternatives Indexes for Monitoring Customer Perceptions of Service Quality: A Comparative Evaluation in a Retail Context。Journal of the Academy of Marketing Science,26(3),209-221。 | 28. | Garbarino, Ellen、Johnson, Mark S.(19990400)。The Different Roles of Satisfaction, Trust, and Commitment in Consumer Relationships。Journal of Marketing,63(2),70-87。 | 29. | Gwinner, Kevin P.、Gremler, Dwayne D.、Bitner, Mary Jo(1998)。Relational Benefits in Services Industries: The Customer's Perspective。Journal of the Academy of Marketing Science,26(2),101-114。 | 30. | Newman, Joseph W.、Werbel, Richard A.(1973)。Multivariate Analysis of Brand Loyalty for Major Household Appliances。Journal of Marketing Research,10(4),404-409。 | 31. | Parasuraman, Anantharanthan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1991)。Refinement and Reassessment of the SERVQUAL Scale。Journal of Retailing,67(4),420-450。 | 32. | Reichheld, Frederick F.、Schefter, Phil(2000)。E-loyalty: Your secret weapon on the web。Harvard Business Review,78(4),105-113。 | 33. | Dwyer, F. Robert、Schurr, Paul H.、Oh, Sejo(1987)。Developing Buyer-Seller Relationships。Journal of Marketing,51(2),11-27。 | 34. | Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing,59(2),71-82。 | 35. | Hennig-Thurau, Thorsten、Klee, Alexander(1997)。The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development。Psychology & Marketing,14(8),737-764。 | 36. | Moorman, Christine、Deshpandé, Rohit、Zaltman, Gerald(1993)。Factors Affecting Trust in Market Research Relationships。Journal of Marketing,57(1),81-101。 | 37. | 張淑青(20050900)。服務品質、信任與承諾對行為意圖之影響--干擾效果的探討。服務業管理評論,1(2),147-172。 延伸查詢 | 38. | Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, Ananthanarayanan Parsu(1996)。The behavioral consequences of service quality。Journal of Marketing,60(2),31-46。 | 39. | Berry, Leonard L.(1995)。Relationship Marketing of Services: Growing Interest, Emerging Perspectives。Journal of the Academy of Marketing Science,23(4),236-245。 | 40. | Anderson, James C.、Narus, James A.(1990)。A model of distributor firm and manufacturer firm working partnerships。Journal of Marketing,54(1),42-58。 | 41. | Cardozo, Richard N.(1965)。An Experimental Study of Customer Effort, Expectation, and Satisfaction。Journal of Marketing Research,2(3),244-249。 | 42. | Singh, Jagdip、Sirdeshmukh, Deepak(2000)。Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments。Journal of the Academy of Marketing Science,28(1),150-167。 | 43. | Grönroos, Christian(1991)。The Marketing Strategy Continuum: Towards a Marketing Concept for the 1990s。Management Decision,29(1),7-13。 | 44. | De Wulf, Kristof、Odekerken-Schröder, Gaby J.、Iacobucci, Dawn(2001)。Investments in consumer relationships: A cross-country and cross-industry exploration。Journal of Marketing,65(4),33-50。 | 45. | Morgan, Robert M.、Hunt, Shelby D.(1994)。The commitment-trust theory of relationship marketing。Journal of Marketing,58(3),20-38。 | 46. | Woodside, Arch G.、Frey, Lisa L.、Daly, Robert Timothy(1989)。Linking service quality, customer satisfaction, and behavioral intention。Journal of Health Care Marketing,9(4),5-17。 | 47. | Churchill, Gilbert A. Jr.、Surprenant, Carol(1982)。An Investigation into the Determinants of Customer Satisfaction。Journal of Marketing Research,19(4),491-504。 | 48. | Oliver, Richard L.(1981)。Measurement and evaluation of satisfaction processes in retail settings。Journal of Retailing,57(3),25-48。 | 49. | Schoorman, F. David、Mayer, Roger C.、Davis, James H.(2007)。An Integrative Model of Organizational Trust: Past, Present, and Future。Academy of Management Review,32(2),344-354。 | 50. | Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing,56(3),55-68。 | 51. | 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。 | 學位論文1. | 呂嘉和(2005)。溫泉業服務品質與顧客滿意之關聯性研究(碩士論文)。國立高雄第一科技大學。 延伸查詢 | 2. | 黃春生(2000)。服務品質、關係品質與顧客行為意向關係之研究--以壽險業為例(碩士論文)。國立成功大學。 延伸查詢 | 3. | 許偉良(2004)。服務品質、知覺價值、忠誠度與多樣化搜尋因果關係之研究:以溫泉旅館為例(碩士論文)。臺灣大學,臺北。 延伸查詢 | 圖書1. | 鈴木忠義(1990)。現代觀光論。東京:株式會社有斐閣。 延伸查詢 | 2. | Dwyer, F. R.、Lagace, R. R.(1986)。On the nature and role of buyer-seller trust。Chicago, IL:American Marketing Association。 | 3. | Rapp, Stan、Collins, Tom(1990)。The Great Marketing Turnaround。Englewood Cliffs, NJ:Prentice-Hall。 | 4. | Heskett, James L.、Sasser, W. Earl、Hart, Christopher W. L.(1989)。Service breakthrough。New York:The Free Press。 | 5. | Cohen, J.(1988)。Statistical power and analysis for the behavioral sciences。Hillsdale, NJ:Lawrence Erlbaum Associates。 | 6. | Howard, John A.、Sheth, Jagdish N.(1969)。The Theory of Buyer Behavior。John Wiley & Sons, Inc.。 | 7. | Mowday, R. T.、Porter, L. W.、Steers, R. M.(1982)。Employee-Organization Linkages--The Psychology of Commitment, Absenteeism, and Turnover。New York:Academic Press。 | 圖書論文1. | Berry, Leonard L.(1983)。Relationship marketing。Emerging Perspectives on Services Marketing。Chicago, Illinois:American Marketing Association。 | |
| |