期刊論文| 1. | Roese, N. J.(1997)。Counterfactual Thinking。Psychological Bulletin，121，133-148。   |
| 2. | Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review，68(5)，105-111。 |
| 3. | Bloemer, J.、De Ruyter, K.(1998)。On the relationship between store image, store satisfaction and store loyalty。European Journal of Marketing，32(5/6)，499-513。 |
| 4. | 黃恆獎、李佳璋(19970800)。產品績效指標、消費滿意度及購後行為之整合分析。臺大管理論叢，8(1)，25-58。 延伸查詢 |
| 5. | Rust, R. T.、Oliver, R. W.(1994)。The death of advertising。Journal of Advertising，23(4)，71-77。 |
| 6. | Kunkel, J. H.、Berry, L. L.(1968)。A Behavioral Conception of Retail Image。Journal of Marketing，32(4)，21-27。 |
| 7. | McAlexander, J. H.、Kim, S. K.、Roberts, S. D.(2003)。Loyalty: The influences of satisfaction and brand community integration。Journal of Marketing Theory and Practice，11(4)，1-11。 |
| 8. | Inman, J. Jeffrey、Dyer, James S.、Jia, Jianmin(1997)。A generalized utility model of disappointment and regret effects on post-choice valuation。Marketing Science，16(2)，97-111。 |
| 9. | 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。 |
| 10. | Halstead, Diane、Morash, Edward A.、Ozment, John(19960600)。Comparing Objective Service Failures and Subjective Complaints: An Investigation of Domino and Halo Effects。Journal of Business Research，36(2)，107-115。 |
| 11. | Simonson, Itamar(1992)。The Influence of Anticipating Regret and Responsibility on Purchase Decisions。Journal of Consumer Research，19(1)，105-118。 |
| 12. | Tsiros, Michael、Mittal, Vikas(2000)。Regret: A model of its antecedents and consequences in consumer decision making。Journal of Consumer Research，26(4)，401-417。 |
| 13. | Fornell, Claes、Larcker, David F.(1981)。Evaluating Structural Equation Models with Unobservable Variables and Measurement Error。Journal of Marketing Research，18(1)，39-50。 |
| 14. | Bolton, Ruth N.、Drew, James H.(1987)。A Multistage Model of Customers' Assessments of Service Quality and Value。Journal of Consumer Research，17(4)，375-384。 |
| 15. | Cardozo, Richard N.(1965)。An Experimental Study of Customer Effort, Expectation, and Satisfaction。Journal of Marketing Research，2(3)，244-249。 |
| 16. | Day, Ralph L.(1977)。Extending the concept of consumer satisfaction。Advances in Consumer Research，4(1)，149-154。 |
| 17. | Hu, Li-tze、Bentler, Peter M.(1999)。Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives。Structural Equation Modeling: A Multidisciplinary Journal，6(1)，1-55。 |
| 18. | McDonald, Roderick P.、Ho, Moon-Ho Ringo(2002)。Principles and practice in reporting structural equation analyses。Psychological Methods，7(1)，64-82。 |
| 19. | Oliver, Richard L.(1980)。A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions。Journal of Marketing Research，17(4)，460-469。 |
| 20. | Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。 |
| 21. | Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science，12(2)，125-143。 |
| 22. | Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect?。Harvard Business Review，73(6)，88-99。 |
| 23. | Zeithaml, Valarie A.(1988)。Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence。Journal of Marketing，52(3)，2-22。 |
| 24. | 齊立文(2006)。顧客滿意度愈高，產品銷售，愈好?。經理月刊，19，60-62。 延伸查詢 |
| 25. | Boles, T. L.、Messick, D. M.(1995)。A Reverse Outcomes Bias: the Influence of Multiple Reference Points on the Evaluation of Outcomes and Decisions。Organizational Behavior and Human Decision Processes，61(March)，262-275。 |
| 26. | Cialdini, R. B.、Kenrick, D. T.(1982)。Altruism as Hedonism: A Social Development Perspective on the Relationship of Negative Mood State and Helping。Journal of Personality and Psychology，34，907-914。 |
| 27. | Gupta, S.、Pirsch, J.(2008)。The Influence of a Retailer's Corporate Social Responsibility。Journal of Retailing and Consumer Services，15(6)，516-526。 |
| 28. | Gurau, C.、Ranchhod, A.(2008)。How to Calculate the Value of a Customer-measuring Customer Satisfaction: A Platform for Calculating, Predicting and Increasing Customer Profitability。Measurement and Analysis for Marketing，10(3)，203-219。 |
| 29. | Hu, H.、Cynthia, R. J.(2007)。A Cross-cultural Examination of the Effects of Social Perception Styles on Store Image Formation。Journal of Business Research，60(3)，222。 |
| 30. | Keaveney, S. M.、Huber, F.、Herrmaun, A.(2007)。A Model of Buyer Regret: Selected Prepurchase and Postpurchase Antecedents with Consequences for the Brand and the Channel。Journal of Business Research，60 (12)，1207。 |
| 31. | McConnell, A. R.、Niedermeier, K. E.、Leibold, J. M.、El-Alayli, A. G.、Chin, P. P.、Kuiper, N. M.(2000)。What If I Find It Cheaper Someplace Else?: Role of Prefacyual Thinking and Anticipated Regret in Consumer Behavior。Psychology and Marketing，281-298。 |
| 32. | Ramsey, R. P.、Sohi, R. S.(1997)。Listening to your customers: The Impact of Perceived Salesperson listening Behavior on Relationship customers。Journal of the Academy of Marketing Science，25(2)，127-137。 |
| 33. | Tsiros, M.、Mittal, V.(1998)。Attribute-level Performance, Satisfaction and Behavioral Intensions Over Time: A Consumption-system Approach。Journal of Marketing，63(4)，88-101。 |
圖書| 1. | Guieford, J. P.(1965)。Fundamental statistics in phychology and education。N.Y：McGramn-Hill。 |
| 2. | Strouse,K. G.(1999)。Marketing telecommunications services new approaches for a changing environment.。Boston：Artech House。 |
| 3. | Zeithaml, V. A.、Bitner, M. J.(2003)。Services Marketing: Integrating Customer Focus across the Firm。McGraw-Hill。 |
| 4. | 吳明隆(2003)。SPSS統計應用學習實務：問卷分析與應用設計。臺北市：知城數位科技股份有限公司。 延伸查詢 |
| 5. | 陳順宇(2007)。結構方程模式：Amos操作。心理出版社。 延伸查詢 |
| 6. | Kotler, Philip(1996)。Marketing Management: Analysis, Planning, Implementation, and Control。Prentice-Hall, Inc.。 |
| 7. | Oliver, Richard L.(1997)。Satisfaction: A behavioral perspective on the consumer。Irwin/McGraw-Hill。 |
| 8. | Bolen, W. H.(1988)。Contemporary Retailing。Englewood. Cliffs, NJ。 |
| 9. | Kahneman, D.、Tversky, A.(1982)。The Situation Heuristic。Judgment Under Uncertainty: Heuristics and Biases。United Kingdom。 |
| 10. | Kotler, P.(1996)。An Asian Perspective。Marketing Management, NJ。 |