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Earl Jr.(1995)。Why Satisfied Customers Defect?。Harvard Business Review,73(6),88-99。 | 40. | 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。 | 41. | 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。 | 42. | Chaudhuri, Arjun、Holbrook, Morris B.(2001)。The chain of effects From brand trust and brand affect to brand performance: The role of brand loyalty。Journal of Marketing,65(2),81-93。 | 43. | Sheth, Jagdish N.、Newman, Bruce I.、Gross, Barbara L.(1991)。Why We Buy What We Buy: The Theory of Consumption Value。Journal of Business Research,22(2),159-170。 | 學位論文1. | 蕭文傑(2003)。顧客價值與顧客忠誠度關係之研究--以T連鎖餐廳為例(碩士論文)。國立高雄第一科技大學。 延伸查詢 | 圖書1. | 藤田蕙一(2002)。CRM不是靠IT而是靠溝通。桃園:和昌出版社。 延伸查詢 | 2. | Ban, W. A.(1991)。Creating Value for Customer。New York, NY:John Wiley and Sons, Inc。 | 3. | Peel, J.(2002)。CRM: Redefining Customer Relationship Management。Oxford:Digital Press。 | 4. | Strauss, J.、Forest, R.(2001)。E-Marketing。Upper Saddle River, NJ:Prentice-Hall。 | 5. | Christensen, Clayton M.(1997)。The Innovator's Dilemma: When New Technologies Cause Great Firms to Fail。Harvard Business School Press。 | 6. | Rogers, M.、Peppers, D.(1993)。The One to One Future: Building Relation-ships One Customer at a Time。Currency Doubleday。 | 7. | Swift, R. S.(2000)。Accelerating Customer Relationships: Using CRM and Relationship Technologies。Upper Saddle River, NJ:Prentice Hall。 | 8. | Griffin, J.(1997)。Customer Loyalty: How to Earn It, How to Keep It?。New York, NY:Lexington Book。 | 9. | Keegan, W. J.(2002)。Global Marketing Management。Englewood Cliffs, NJ:Prentice-Hall。 | 10. | Gale, Bradley T.、Wood, Robert Chapman(1994)。Managing Customer Value: Creating Quality and Service that Customers Can See。New York:The Free Press。 | 11. | Naumann, Earl(1995)。Creating Customer Value: The Path to Sustainable Competitive Advantage。Thomson Executive Press Inc.。 | 12. | Sheth, J. N.、Newman, B. I.、Gross, B. L.(1991)。Consumption Values and Market Choices: Theory and Applications。South-Western Publishing Co.。 | 13. | Kaplan, R. S.、Atkinson, A. A.(1998)。Advanced management accounting。New Jersey, NJ:Prentice Hall。 | 14. | Marcoulides, G. A.、Schumacker, R. E.(1996)。Advanced Structural Equation Modeling。Mahwah, NJ:Erlbaum。 | 15. | 吳思華(1996)。策略九說:策略思考的本質。臺北:麥田出版社。 延伸查詢 | 16. | Nunnally, Jum C.、Bernstein, Ira H.(1994)。Psychological theory。MacGraw-Hill。 | 17. | Armstrong, Gary、Kotler, Philip(2000)。Marketing: An Introduction。Prentice Hall。 | 18. | Kotler, Philip、Ang, S. H.、Leong, S. M.、Tan, C. T.(2003)。Marketing management: An Asian perspective。Prentice Hall。 | 19. | Kotler, Philip(1999)。Marketing management: analysis, planning, implementation and control。Prentice-Hall。 | 20. | Reichheld, F. F.、Teal, T. A.(2001)。The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value。Harvard Business School Press。 | 其他1. | Kantamneni, S. P.,Coulson, K. R.(1996)。Measuring Perceived Value: Finding from Preliminary Research,http://www.sbanet.ucs.edu/docs/proceedings/96swm019.txt, 2006/09/28。 | 圖書論文1. | Richins, Marsha L.(1999)。Possessions, Materialism, and Other-Directedness in the Expression of Self。Consumer Value: A Framework for Analysis and Research。New York:Routledge。 | 2. | Rust, R. T.、Oliver, R. L.(1994)。Service quality: Insights and managerial implications from the frontier。Service Quality: New Directions in Theory and Practice。Thousand Oaks, California:Sage Publications。 | 3. | Holbrook, Morris B.(1994)。The nature of customer value: An axiology of services in the consumption experience。Service quality: New directions in theory and practice。Sage Publications。 | |
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