| 期刊論文1. | Graeff, T. R.(1996)。Using promotional messages to manage the effects of brand and self-image on brand evaluations。The Journal of Consumer Marketing,13(3),4-18。 | 2. | Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。Communication and Control Processes in the Delivery of Service Quality。Journal of Marketing,52(2),35-48。 | 3. | Keller, Kevin Lane(1993)。Conceptualizing, Measuring, and Managing Customer-Based Brand Equity。Journal of Marketing,57(1),1-22。 | 4. | Dick, Alan S.、Basu, Kunal K.(1994)。Customer Loyalty: Toward an Integrated Conceptual Framework。Journal of the Academy of Marketing Science,22(2),99-113。 | 5. | Cardozo, Richard N.(1965)。An Experimental Study of Customer Effort, Expectation, and Satisfaction。Journal of Marketing Research,2(3),244-249。 | 6. | Parasuraman, Ananthanarayanan、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implications for Future Research。Journal of Marketing,49(4),41-50。 | 7. | 林東清(20020200)。顧客關係管理(CRM)研究的一些相關理論模式與重要議題。資訊管理學報,9(專刊),31-56。 延伸查詢 | 8. | Biel, Alexander L.(1992)。How Brand Image Drives Brand Equity。Journal of Advertising Research,32(6),6-12。 | 9. | Park, C. Whan、Jaworski, Bernard J.、MacInnis, Deborah J.(1986)。Strategic Brand Concept-Image Management。Journal of Marketing,50(4),135-145。 | 10. | Dodds, William B.、Monroe, Kent B.、Grewal, Dhruv(1991)。Effects of Price, Brand, and Store Information on Buyer's Product Evaluations。Journal of Marketing Research,28(3),307-319。 | 11. | Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect?。Harvard Business Review,73(6),88-99。 | 研究報告1. | Host, V.、Knie-Andersen, M.(2001)。Customer Satisfaction, Antecedents and Consequences in Mortgage Credit Companies。Department of Management, University of AARHUS。 | 2. | 交通部觀光局(2004)。2004年1-12月觀光旅館營運統計月報。 延伸查詢 | 學位論文1. | 尹代豪(2004)。飛航臺灣國際航線航空公司之品牌忠誠度研究(碩士論文)。國立東華大學。 延伸查詢 | 2. | 王婷穎(2002)。國際觀光旅館之服務品質、關係品質與顧客忠誠度之相關性研究--以台北、台中及高雄地區為例(碩士論文)。南華大學,嘉義縣。 延伸查詢 | 3. | 臧魯望(2003)。品牌權益、顧客滿意與消費者購買行為之關係--以加油站為例(碩士論文)。朝陽科技大學。 延伸查詢 | 圖書1. | Seybold, Patricia B.(2000)。Customer, Com: How to Create a Profitable Business Strategy for the Internet and Beyond。Patricia Seybold Group, Inc.。 | 2. | Kotler, Philip(1991)。Marketing Management。Prentice-Hall, Inc.。 | 3. | Engel, James F.、Blackwell, Roger D.、Miniard, Paul W.(1990)。Consumer Behavior。Dryden Press。 | 4. | Duncan, T.、Mariarty, S.(1997)。Driving Brand Value。Free Press。 | 圖書論文1. | Blackston, M.(1993)。Beyond brand personality: Building brand relationships。Brand equity and advertising: Advertising's role in building strong brands。Lawrence Erlbaum Associates。 | |