| 期刊論文1. | Wetzels, Martin、De Ruyter, Ko、Van Birgelen, Marcel(1998)。Marketing Service Relationships: The Role of Commitment。Journal of Business and Industrial Marketing,13(4/5),406-423。 | 2. | Giffin, K.(1967)。The contribution of studies of source credibility to a theory of interpersonal trust in the communication process。Psychology Bulletin,68(2),104-120。 | 3. | Eva, C. K.、Neal, M. A.(2001)。Communicating Trustworthy and Building Trust in Inter-organizational Virtual Organizations。Journal of Management,27,235-254。 | 4. | Boles, J. S.、Barksdale, H. C. Jr.、Johnson, J. T.(1997)。Business relationships: an examination of the effects of buyer-salesperson relationships on customer retention and willingness to refer and recommend。Journal of Business and Industrial Marketing,12(3/4),248-258。 | 5. | Doyle, S. X.、Roth, G T.(1992)。Selling sales management in action: the use of insight coaching to improve relationship selling。Journal of Personal Selling and Sales Management,12,59-64。 | 6. | Kellogg, D. L.、Chase, R. B.(1995)。Constructing an empirically derived measure for customer contact。Management Science,41(11),1734-1749。 | 7. | Kelly, J. P.、Assad, A. A.、Golden, B. L.(1990)。The controlled rounding problem: relaxation and complexity issues。Or Spektum,12,129-138。 | 8. | Mersha, T.(1993)。Enhancing the customer contact model。Journal of Operations Management,9(3),391-405。 | 9. | Mohr, J.、Nevin, J.(1990)。Communication strategies in marketing channel: a theoretical perspective。Journal of Marketing,50(October),36-51。 | 10. | Swan, J. E.、Teaeack, I. F.、Silva, D. W.(1985)。How industrial salespeople gain trust。Industrial Marketing Management,14(3),25-45。 | 11. | Zeithaml, V. A.(1981)。How consumer evaluation process differ between goods and services。Marketing of Services,9(1),25-32。 | 12. | Fynes, B.、Voss, C.、De Búrca, S.(2005)。The Impact of Supply Chain Relationship Dynamics on Manufacturing Performance。International Journal of Operations and Production Management,25(1),6-19。 | 13. | Gummesson, E.(1988)。Service Quality and Product Quality Combined。Review of Business,9(3),14-19。 | 14. | Jeffries, Frank L.、Reed, Richard(2000)。Trust and Adaptation in Relational Contracting。Academy of Management Review,25(4),873-882。 | 15. | Evans, J. R.、Laskin, R. L.(1994)。The relationship marketing process : a conceptualization and application。Industrial Marketing Management,23(5),439-452。 | 16. | Bowen, D. E.(1986)。Managing customers as human resources in service organizations。Human Resource Management,25(3),371-383。 | 17. | 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。 | 18. | Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1991)。Understanding Customer Expectations of Service。Sloan Management Review,32(3),39-48。 | 19. | Jackson, B. B.(1985)。Build Customer Relationships that Last。Harvard Business Review,63(6),120-128。 | 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. | Stone, Merlin、Woodcock, Neil、Wilson, Muriel(1996)。Managing the Change from Marketing Planning to Customer Relationship Management。Long Range Planning,29(5),675-683。 | 22. | LaBahn, D. W.(1999)。Commitment and Trust in Cross-National Channel Relationships: An Investigation of U. S.-Mexican Trade Relationship。Journal of Marketing Channel,7,121-156。 | 23. | Moorman, C.、Zaltman, G.、Deshpande, R.(1992)。Relationships between Provider and Users of Market Research: The Dynamics of Trust Within and Between Organizations。Journal of Marketing Research,29(3),314-328。 | 24. | Busch, P.、Wilson, D. T.(1976)。An Experimental Analysis of A Salesman's Expert And Referent Bases of Social Power in the Buyer-Seller Dyad。Journal of Marketing Research,13(1),3-11。 | 25. | Bolton, Ruth N.(1998)。A dynamic model of the duration of the customer's relationship with a continuous service provider: The role of satisfaction。Marketing Science,17(1),45-65。 | 26. | Dwyer, F. Robert、Schurr, Paul H.、Oh, Sejo(1987)。Developing Buyer-Seller Relationships。Journal of Marketing,51(2),11-27。 | 27. | Gruen, Thomas W.、Summers, John O.、Acito, Frank(2000)。Relationship marketing activities, commitment, and membership behaviors in professional associations。Journal of Marketing,64(3),34-49。 | 28. | Madliok, Anoop(1995)。Revisiting Multinational Firms' Tolerance for Joint Ventures a Trust-Based Approach。Journal of International Business Studies,26(1),117-137。 | 29. | 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。 | 30. | Ulaga, Wolfgang、Eggert, Andreas(2006)。Value-based differentiation in business relationships: gaining and sustaining key supplier status。Journal of Marketing,70(1),119-136。 | 31. | Smith, J. Brock(1998)。Buyer-seller relationships: Similarity, relationship management, and quality。Psychology & Marketing,15(1),3-21。 | 32. | Smith, J. Brock、Barclay, Donald W.(1997)。The effects of organizational differences and trust on the effectiveness of selling partner relationships。Journal of Marketing,61(1),3-21。 | 33. | Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, Ananthanarayanan Parsu(1996)。The behavioral consequences of service quality。Journal of Marketing,60(2),31-46。 | 34. | Levitt, T.(1983)。After the sale is over...。Harvard Business Review,61(5),87-93。 | 35. | Cardozo, Richard N.(1965)。An Experimental Study of Customer Effort, Expectation, and Satisfaction。Journal of Marketing Research,2(3),244-249。 | 36. | Ganesan, Shankar(1994)。Determinants of long-term orientation in buyer-seller relationships。Journal of Marketing,58(2),1-19。 | 37. | Bettencourt, Lance A.(1997)。Customer voluntary performance: customers as partners in service delivery。Journal of Retailing,73(3),383-406。 | 38. | Morgan, Robert M.、Hunt, Shelby D.(1994)。The commitment-trust theory of relationship marketing。Journal of Marketing,58(3),20-38。 | 39. | Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing,56(3),55-68。 | 40. | Boulding, William、Kalra, Ajay、Staelin, Richard、Zeithaml, Valarie A.(1993)。A Dynamic Process Model of Service Quality: From Expectation to Behavioral Intentions。Journal of Marketing Research,30(1),7-27。 | 41. | Lovelock, C. H.、Yip, G. S.(1996)。Developing Global Strategies for Service Business。California Management Review,38(2),64-86。 | 會議論文1. | Pelton, A.、Hodgson, D.、Russell, S.、Duerig, T.(1997)。Proceedings of the Second international conference on shape memory and superelastic Technologies, SMST-97。Santa Clara, CA:SMST。 | 圖書1. | Ford, D.(1990)。Understanding business marker: interaction, relationship and network。London:Academic Press。 | 2. | Howard, John A.、Sheth, Jagdish N.(1969)。The Theory of Buyer Behavior。John Wiley & Sons, Inc.。 | 3. | Engel, J. F.、Blackwell, R. D.、Miniard, P. W.(1995)。Consumer behavior。The Dryden。 | 圖書論文1. | Berry, Leonard L.(1983)。Relationship marketing。Emerging Perspectives on Services Marketing。Chicago, Illinois:American Marketing Association。 | |
| |