| 期刊論文1. | Shoham, A.(1998)。Export performance: a conceptualization and empirical assessment。Journal of International Marketing,6(3),57-81。 | 2. | Vahie, Archna、Paswan, Audhesh(2006)。Private label brand image: Its relationship with store image and national brand。International Journal of Retail and Distribution Management,34(1),67-84。 | 3. | Wilding, Richard、Juriado, Rein(2004)。Customer perceptions on logistics outsourcing in the European consumer goods industry。International Journal of Physical Distribution and Logistics Management,34(8),628-644。 | 4. | Dick, A. S.、Basu, K.(1994)。Customer Loyalty: Towards an Integrated Framework。Journal of the Academy of Marketing Science,22(2),99-113。 | 5. | Nguyen, N.、Leblanc, G.(2001)。Corporate Image and Corporate Reputation in Customers' Retention Decisions in Services。Journal of Retailing and Consumer Services,8(4),227-236。 | 6. | Lasser, W.、Mittal, B.、Sharma, A.(1995)。Measuring customer-base brand equity。Journal of Consumer Marketing,12(4),11-20。 | 7. | Chumpitaz, Ruben C.、Paparoidamis, Nicholas G.(2004)。Service quality and marketing performance in business-to-business markets: exploring the mediating role of client satisfaction。Managing Service Quality: An International Journal,14(2/3),235-248。 | 8. | Brady, Michael K.、Cronin, J. Joseph Jr.(2001)。Customer orientation: Effects on customer service perceptions and outcome behaviors。Journal of Service Research,3(3),241-251。 | 9. | Lapierre, Jozee(2000)。Customer-perceived value in industrial contexts。Journal of Business and industrial Marketing,15(2/3),122-140。 | 10. | 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 | 11. | Garvin, David A.(1984)。What Does "Product Quality" Really Mean?。MIT Sloan Management Review,26(1),25-43。 | 12. | Woodruff, Robert B.、Cadotte, Ernest R.、Jenkins, Roger L.(198308)。Modelling Consumer Satisfaction Processes Using Experience-Based Norms。Journal of Marketing Research,20,296-304。 | 13. | Ali, R.、Leifu, G.、Rafiq, M. Y.、Hassan, M.(2015)。Role of perceived value, customer expectation, corporate image and perceived service quality on the customer satisfaction。The Journal of Applied Business Research,31(4),1425-1436。 | 14. | Cronin, J. J.、Brady, M. K.、Hult, G. T. M.(2000)。Assessing the effects of quality, value and customer satisfaction on customer behavior intentions in service environments。Journal of retailing,76,193-218。 | 15. | Kandampully, J.、Suhartanto, D.(2000)。Customer Loyalty in the Hotel Industry: The Roll of Customer Satisfaction and Image。International Journal of Contemporary Hospitality Management,12(6),346-351。 | 16. | Parsuraman, A.、Zeithaml, V. A.、Berry, L. L.(1994)。Reassessment of Expectations As a Comparison Standard in Measuring Service Quality: Implication for Further Research。The Journal of Marketing,58(1),111-124。 | 17. | Singh, J.、Sirdeshmukh, D.(2000)。Agency and Trust Mechanisms in Relational Exchanges。Journal of the Academy of Marketing Science,28(1),150-167。 | 18. | 林素綉(20120600)。從顧客知覺關係利益觀點探討壽險業顧客關係加強努力對關係結果之影響。管理學報,29(3),207-228。 延伸查詢 | 19. | Dresner, M.、Xu, K.(1995)。Customer service, customer satisfaction, and corporate performance in the service sector。Journal of Business Logistics,16(1),23-40。 | 20. | Makori, W. M.、Mwirigi, F. M.(2013)。The relationship between corporate clients' satisfaction in corporate banking services and their loyalty to the bank: a study of commercial banks in Mombasa city。International Journal of Management Research and Business Strategy,2(4),144-161。 | 21. | 方正儀(2007)。打開創新的大門,脫離迷宮的困境。管理雜誌,392,30-32。 延伸查詢 | 22. | Andreassen, Tor Wallin、Lindestad, Bodil(1998)。The Effect of Corporate Image in the Formation of Customer Loyalty。Journal of Service Research,1(1),82-92。 | 23. | Albrecht, K.(1994)。Customer value。Executive excellence,11(9),14-15。 | 24. | Prus, Amanda、Brandt, D. Randall(1995)。Understanding Your Customers: What You Can Learn from a Loyalty Index。Marketing Tools,2(5),10-14。 | 25. | Sirdeshmukh, Deepak、Singh, Jagdip、Sabol, Barry(2002)。Consumer trust, value, and loyalty in relational exchanges。The Journal of Marketing,66(1),15-37。 | 26. | Selnes, Fred(1993)。An Examination of the Effect of Product Performance on Brand Reputation, Satisfaction and Loyalty。European Journal of Marketing,27(9),19-35。 | 27. | Wong, Amy、Sohal, Amrik(2003)。Service Quality and Customer Loyalty Perspectives on Two Levels of Retail Relationships。Journal of Services Marketing,17(5),495-513。 | 28. | Oliver, Richard L.(1980)。A Cognitive Model for the Antecedents and Consequences of Satisfaction Decisions。Journal of Marketing Research,17(4),460-469。 | 29. | Reichheld, Frederick F.(1993)。Loyalty-Based Management。Harvard Business Review,71(2),64-73。 | 30. | Martineau, Pierre D.(1958)。The Personality of The Retail Store。Harvard Business Review,36(1),47-55。 | 31. | Park, C. Whan、Jaworski, Bernard J.、MacInnis, Deborah J.(1986)。Strategic Brand Concept-Image Management。Journal of Marketing,50(4),135-145。 | 32. | Fisk, Raymond P.、Brown, Stephen W.、Bitner, Mary Jo(1993)。Tracking the Evolution of the Services Marketing Literature。Journal of Retailing,69(1),61-103。 | 33. | Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect?。Harvard Business Review,73(6),88-99。 | 34. | 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。 | 35. | 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. | 黃明政(2004)。銀行業服務品質、企業形象與顧客忠誠度之研究(碩士論文)。南華大學。 延伸查詢 | 2. | 林育卉(2000)。企業形象、顧客滿意與品牌權益之關係研究--以連鎖便利商店為例(碩士論文)。銘傳大學。 延伸查詢 | 3. | 王仲三(2003)。家電門市服務品質之顧客滿意度研究(碩士論文)。義守大學。 延伸查詢 | 4. | 洪慈鎂(2003)。顧客與金融產業之企業形象、關係行銷,對信任度、滿意度與後續使用意願的影響(碩士論文)。東吳大學。 延伸查詢 | 5. | 陳鉦達(2002)。企業形象、服務補救期望與補救後滿意度關係之研究(碩士論文)。中國文化大學。 延伸查詢 | 6. | 洪嘉蓉(2004)。服務品質、滿意度與忠誠度關係之研究--以中華電信公司ADSL顧客為例(碩士論文)。大葉大學。 延伸查詢 | 圖書1. | Armstrong, G.、Kotler, P.(2002)。Marketing and Introduction。New Jersey:Prentice Hall。 | 2. | Strauss, J.、Forest, R.(2001)。E-Marketing。Upper Saddle River, NJ:Prentice-Hall。 | 3. | Boulding, K. E.(1961)。The image: Knowledge in life and society。The University of Michigan Press。 | 4. | 林陽助(2003)。服務行銷。臺北:精湛行銷企劃工作室。 延伸查詢 | 5. | Walters, C. G.(1978)。Consumer Behavior: A Integrated Framework。New York:Richard D. Irwin Inc.。 | 6. | 高希均(1985)。企業形象--良性循環的原動力。台北:天下文化出版社。 延伸查詢 | 7. | Keller, K. L.(2000)。Building and Managing of Corporate Brand Equity。London:Oxford University Press。 | 8. | Tidd, J.、Hull, F. M.(2003)。Service innovation: organizational responses to technological opportunities and market imperatives。London:Imperial College Press。 | 9. | Kotler, Philip、Armstrong, Gary(1996)。Principles of Marketing。Prentice-Hall。 | 10. | Zeithaml, V. A.、Bitner, M. J.(1996)。Service marketing。New York:McGraw Hill。 | 11. | Loudon, D. L.、Bitta, A. J. D.(1993)。Consumer Behavior: Concepts and Applications。New York:McGrew Hill。 | 12. | Walton, S. D.(1996)。American Business and Its Enviornment。New York:Mac Milton Company。 | 13. | Berry, L. L.、Parasuraman, A.(1991)。Marketing Services: Competing Through Quality。New York, NY:The Free Press。 | 14. | Robbins, S. P.、Judge, T. A.(2012)。Essentials of organizational behavior。Pearson Education Limited。 | 15. | Kotler, Philip(1997)。Marketing Management: Analysis, Planning, Implementation, and Control。Prentice-Hall。 | 16. | Kotler, Philip(2000)。Marketing Management: Analysis, Planning, Implementation and control。Englewood Cliffss, New Jersey:Prentice Hall。 | 17. | Oliver, Richard L.(1997)。Satisfaction: A behavioral perspective on the consumer。Irwin/McGraw-Hill。 | 18. | Keller, K. L.(1998)。Strategic brand management: Building, measuring and managing brand equity。Englewood Cliffs, NJ:Prentice Hall。 | 19. | Engel, J. F.、Blackwell, R. D.、Miniard, P. W.(1995)。Consumer behavior。The Dryden。 | 圖書論文1. | Hempel, D. J.(1977)。Consumer Satisfaction with the Home Buying Process: Conceptualization and Measurement。The Conceptualization of consumer Satisfaction and dissatisfaction。Marketing Science Institute。 | 2. | Monroe, Kent B.、Krishnan, R.(1985)。The effect of price on subjective product evaluation。Perceived quality: How consumers view stores and merchandise。Lexington Books。 | 3. | Wetzel, M.、Ruyter, K.、Lemmink, J.(2000)。Antecedents and consequences of service quality in business-to-business services。Handbook of Service Marketing and Management。Newbury Park:Publication, Inc.。 | |