| 期刊論文1. | 謝依靜、林能白、丘宏昌(2002)。Virtual factory and relationship Marketing - A case study of Taiwan semiconductor manufacturing company。International Journal of Information Management,22(2),109-126。 | 2. | 張蓓琪、馮正民(1999)。EDI應用對流通業通路結構之影響及效益影響模式分析。中華管理評論,2(4),23-41。 延伸查詢 | 3. | Cameran, M.、Moizer, P.、Pettinicchio, A.(2010)。Customer Satisfaction, Corporate Image and Service Quality in Professional Services。The Service Industries Journal,30(3),421-435。 | 4. | Geroski, P. A.、Walters, C. F.(1995)。Innovative Activity over the Business Cycle。The Economic Journal,105(431),916-928。 | 5. | Kuhn, J.(2011)。Time Analysis in International Logistics Systems with the 6-Sigma Approach towards an International JIT-system。Journal of System and Management Sciences,1(1),73-81。 | 6. | Marques, G.、Lamothe, J.、Thierry, C.、Gourc, D.(2012)。A Supply Chain Performance Analysis of a Pull Inspired Supply Strategy Faced to Demand Uncertainties。Journal of Intelligent Manufacturing,23(1),91-108。 | 7. | Priem, R. L.、Swink, M.(2012)。A Demand-side Perspective on Supply Chain Management。Journal of Supply Chain Management,48(2),7-13。 | 8. | Vieira, A. L.、Winklhofer, H.、Ennew, C. T.(2008)。Relationship Quality: A Literature Review and Research Agenda。Journal of Customer Behaviour,7(4),269-291。 | 9. | Bennett, R.、Barkensjo, A.(2005)。Internal marketing, negative experiences, and volunteers' commitment to providing high-quality services in a UK helping and caring charitable organization。International Journal of Voluntary and Nonprofit Organizations,16(3),251-274。 | 10. | Wieringa, J. E.、Verhoef, P. C.(2007)。Understanding customer switching behavior in a liberalizing service market。Journal of Service Research,10(2),174-186。 | 11. | 張淑青、黃元直(20090900)。服務品質、服務體驗對關係品質與重遊意願的影響。管理實務與理論研究,3(3),17-34。 延伸查詢 | 12. | Dekimpe, G. M.、Francois, Pierre、Gopalakrishna, Srinath、Van den Bulte, Christophe(1997)。Generalizing about trade show effectiveness: A cross-national comparison。Journal of Marketing,61(4),55-64。 | 13. | Hu, Hsin-Hui、Kandampully, Jay、Juwaheer, Thanika Devi(2009)。Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study。The Service Industries Journal,29(2),111-125。 | 14. | 方世榮、張嘉雯(20041200)。顧客涉入程度對服務品質與關係品質之干擾效果--以電腦賣場與內部商店為例。中山管理評論,12(4),755-794。 延伸查詢 | 15. | Shamdasani, P. N.、Balakrishnan, A. A.(2000)。Determinants of Relationship Quality and Loyalty in Personalized Services。Asia Pacific Journal of Management,17(3),399-422。 | 16. | Liu, C. T.、Guo, Y. M.、Lee, C. H.(2011)。The effects of relationship quality and switching barriers on customer loyalty。International Journal of Information Management,31(1),71-79。 | 17. | Cenfentelli, R. T.、Benbasat, I.、Al-Natour, S.(2008)。Addressing the what and how of online services: Positioning supporting-services functionality and service quality for business-to-consumer success。Information Systems Research,19(2),161-181。 | 18. | Storbacka, K.、Strandvik, T.、Gronroos, C.(1994)。Managing customer relationships for profits: the dynamics of relationship quality。International Journal of Service Industry Management,5(5),21-38。 | 19. | Cho, J. E.、Hu, H.(2009)。The effect of service quality on trust and commitment varying across generations。International Journal of Consumer Studies,33(4),468-476。 | 20. | Sanchez-Franco, M. J.、Ramos, A. F. V.、Velicia, F. A. M.(2009)。The moderating effect of gender on relationship quality and loyalty toward Internet service providers。Information & Management,46(3),196-202。 | 21. | 詹前隆、江俊毅、洪昆廷(20090100)。使用者組織內部的服務品質缺口模型之驗證--以資訊系統服務需求為例。資訊管理學報,16(專刊),113-130。 延伸查詢 | 22. | Cáceres, Ruben Chumpitaz、Paparoidamis, N. G.(2007)。Service quality, relationship satisfaction, trust, commitment and business-to-business loyalty。European Journal of Marketing,41(7/8),836-867。 | 23. | Pil, F. K.、Holweg, M.(2006)。Evolving from Value Chain to Value Grid。MIT Sloan Management Review,47(4),72-80。 | 24. | Wong, A.、Sohal, A.(2003)。Service quality and customer loyalty perspectives on two level of retail relationship。Journal of Services Marketing,17(5),495-513。 | 25. | Day, George S.(1969)。A two-dimensional concept of brand loyalty。Journal of Advertising Research,9(3),29-36。 | 26. | Oliver, R. L.(1999)。Whence consumer loyalty?。Journal of Marketing,63,33-44。 | 27. | Leuthesser, L.(1997)。Supplier Relational Behavior: An Empirical Assessment。Industrial Marketing Management,26(3),245-254。 | 28. | 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。 | 29. | Tzokas, N.、Saren, M.、Kyziridis, P.(2001)。Aligning sales management and relationship marketing in the service sector。The Service Industries Journal,21(1),195-210。 | 30. | Emmelhainz, M. A.、Kavan, C. B.(1999)。Using Information as a Basis for Segmentation and Relationship Marketing: A Longitudinal Case Study of a Leading Financial Service Firm。Journal of Market-Focused Management,4(2),161-177。 | 31. | Dibb, S.、Meadows, M.(2001)。The application of a relation of the nature of trust in buyer-seller relationships。The Service Industries Journal,21(1),169-194。 | 32. | 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。 | 33. | Deighton, J.、Henderson, C. M.、Neslin, S. A.(1994)。The Effects of Advertising on Brand Switching and Repeat Purchasing。Journal of Marketing Research,31(1),28-43。 | 34. | 何雍慶、吳文貴(20070600)。企業行銷通路關係之研究--華人與西方關係觀點的整合。交大管理學報,27(1),87-113。 延伸查詢 | 35. | 劉祥熹、涂登才、羅建昇(20100600)。從關係價值與關係品質觀點探討品牌形象對消費者滿意度與忠誠度之影響--臺灣筆記型電腦產業為例。管理學報,27(3),225-245。 延伸查詢 | 36. | Rauyruen, P.、Miller, K. E.(2007)。Relationship Quality as A Predictor of B2B Customer Loyalty。Journal of Business Research,60(1),21-31。 | 37. | Beatty, S. E.、Mayer, M. L.、Coleman, J. E.、Reynolds, K. E.、Lee, J.(1996)。Customer-sales associate retail relationships。Journal of Retailing,72(3),223-247。 | 38. | Vargo, Stephen L.、Lusch, Robert F.(2008)。Service-dominant logic: Continuing the evolution。Journal of the Academy of Marketing Science,36(1),1-10。 | 39. | Dorsch, M. J.、Swanson, S. R.、Kelley, S. W.(1998)。The role of relationship quality in the stratification of vendors as perceived by customers。Journal of the Academy of Marketing Science,26(2),128-142。 | 40. | 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。 | 41. | Vargo, Stephen L.、Lusch, Robert F.(2004)。Evolving to a new dominant logic for marketing。Journal of Marketing,68(1),1-17。 | 42. | Doney, Patricia M.、Cannon, Joseph P.(1997)。An Examination of the nature of trust in buyer-seller relationships。Journal of Marketing,61(2),35-51。 | 43. | 劉宗哲、蘇雄義、李明樺(20071200)。服務品質、價格認知、企業形象對顧客滿意與顧客忠誠關係之研究--以香料產業為例。品質學報,14(4),389-403。 延伸查詢 | 44. | 林玉惠、萬鍾汶、陸大榮(20090600)。製造業轉型為服務導向企業之研究:以服務科學的觀點。科技管理學刊,14(2),59-96。 延伸查詢 | 45. | Backman, S. J.、Crompton, J. L.(1991)。The usefulness of selected variables for predicting activity loyalty。Leisure Sciences,13(3),205-220。 | 46. | Grönroos, Christian A.(1984)。A Service Quality Model and its Marketing Implications。European Journal of Marketing,18(4),36-44。 | 47. | Kumar, Nirmalya、Scheer, Lisa K.、Steenkamp, Jan-Benedict E. M.(1995)。The Effects of Supplier Fairness on Vulnerable Resellers。Journal of Marketing Research,32(1),54-65。 | 48. | 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。 | 49. | Morgan, Robert M.、Hunt, Shelby D.(1994)。The commitment-trust theory of relationship marketing。Journal of Marketing,58(3),20-38。 | 50. | Jacoby, Jacob、Kyner, David B.(1973)。Brand Loyalty vs. Repeat Purchasing Behavior。Journal of Marketing Research,10(1),1-9。 | 51. | Athanasopoulou, Pinelopi(2009)。Relationship quality: a critical literature review and research agenda。European Journal of Marketing,43(5/6),583-610。 | 52. | 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。 | 53. | 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。 | 54. | Pine, B. Joseph II、Gilmore, James H.(1998)。Welcome to the Experience Economy。Harvard Business Review,76(4),97-105。 | 55. | 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。 | 56. | Roberts, Keith、Varki, Sajeev、Brodie, Rod(2003)。Measuring the Quality of Relationships in Consumer Service: An Empirical Study。European Journal of Marketing,37(1/2),169-196。 | 57. | 梁文耀、林玉菁、李冠賢(2008)。價値鏈建構與評估模式。資訊管理學報,15(3),181-202。 延伸查詢 | 圖書1. | Turban, E.、King, D.、Lee, J.、Viehland, D.(2004)。Electronic Commerce: A Managerial Perspective。Prentice Hall。 | 2. | Assael, Henry(1987)。Consumer Behavior and Marketing Action。Boston, Massachusetts:PWS-KENT Publishing Company。 | 3. | Pine, B. J. II、Gilmore, J. H.(1999)。The experience economy: Work is theatre and every business a state。Harvard Business School Press。 | 4. | Grönroos, Christian(1990)。Service management and marketing: managing the moments of truth service competition。Lexington Books。 | 5. | Porter, Michael E.、李明軒、邱如美(1999)。競爭優勢。臺北:天下文化。 延伸查詢 | 6. | Crosby, Philip B.(1979)。Quality is Free: the Art of Making Quality Certain。New York:New American Library。 | 7. | Yin, Robert K.(1994)。Case study research: Design and methods。Sage Publications。 | 8. | Oliver, Richard L.(1997)。Satisfaction: A behavioral perspective on the consumer。Irwin/McGraw-Hill。 | 9. | Strauss, Anselm L.、Corbin, Juliet M.(1990)。Basics of qualitative research: Grounded theory procedure and techniques。Sage。 | 10. | Levitt, T.(1965)。Industrial purchasing behavior: a study of communications effects。Cambridge, USA:Harvard Business School。 | 圖書論文1. | Bitner, M. J.、Zeithaml, V. A.、Gremler, D. D.(2010)。Technology’s Impact on the Gaps Model of Service Quality。Handbook of Service Science。Springer Science。 | |
| |