期刊論文1. | Cavallo, G. O.、Perelmuth, J.(1989)。Building customer satisfaction, strategically。Bottomline,6(1),29-33。 |
2. | 洪健文、陳鏗伊(20110300)。智慧型手機顧客滿意度因素與忠誠度關係之探討。商業現代化學刊,6(1),229-250。 延伸查詢 |
3. | Kuo, Y. F.、Chen, J. Y.、Deng, W. J.(2012)。IPA-Kano model: A new tool for categorising and diagnosing service quality attributes。Total Quality Management and Business Excellence,23(7/8),731-748。 |
4. | Chen, Yung-Hsin、Su, Chao-Ton(2006)。A Kano-CKM Model for Customer Knowledge Discovery。Total Quality Management & Business Excellence,17(5),589-608。 |
5. | Bearden, W. O.、Teel, J. E.(1983)。Selected Determinants of Consumer Satisfaction and Complaints Report。Journal of Marketing Research,20(1),21-28。 |
6. | Charters, S.、Pettigrew, S.(2006)。Conceptualizing product quality: the case of wine。Marketing Theory,6(4),467-483。 |
7. | 黃士滔、游雅帆、謝詠琳、張芮瑜、張名妤(20121200)。結合QFD與KANO探討大專生族群購買智慧型手機之服務品質。工程科技與教育學刊,9(4),518-531。 延伸查詢 |
8. | Haverila, M.(2013)。Cell phone usage and broad feature preferences: A study among Finnish undergraduate students。International Journal of Mobile Communications,9(4),401-419。 |
9. | Hsiao, M. H.、Chen, L. C.(2015)。Smart phone demand: An empirical study on the relationships between phone handset, Internet access and mobile services。Telematics and Informatics,32(1),158-168。 |
10. | Abu-Shanab, E. A.、Abu-Baker, A. N.(2014)。Using and buying mobile phones in Jordan: Implications for future research and the Development of New Methodology。Technology in Society,38,103-110。 |
11. | Safizadeh, M. H.、Ritzman, L. P.、Sharma, D.、Wood, C.(1996)。An Empirical Analysis of The Product-Process Matrix。Management Sciences,42(11),1576-1591。 |
12. | Cui, C. C.、Mrad, M.、Hogg, M. K.(2018)。Brand addiction: Exploring the concept and its definition through an experiential lens。Journal of Business Research,87,118-127。 |
13. | Matzler, Kurt、Hinterhuber, Hans H.(1998)。How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment。Technovation,18(1),25-38。 |
14. | Bacile, T. J.、Wolter, J. S.、Allen, A. M.、Xu, P.(2018)。The Effects of Online Incivility and Consumer-to-Consumer Interactional Justice on Complainants, Observers, and Service Providers During Social Media Service Recovery。Journal of Interactive Marketing,44,60-81。 |
15. | Borhanuddin, B.、Iqbal, A.(2016)。Nokia: An Historical Case Study。electronic Journal of Computer Science and Information Technology (eJCSIT),6(1),1-14。 |
16. | Gitlow, H. S.(1999)。Innovation on demand。Quality Engineering,11(1),79-89。 |
17. | Millson, M. R.、Wilemon, D.(2009)。The new product quality/NPD performance relationship as mediated by NPD entry strategies。Int. J. Entrepreneursh. Innov. Manag.,10(3),280-306。 |
18. | Park, P.-J.、Tahara, K.、Inaba, A.(2007)。Product quality-based eco-efficiency applied to digital cameras。J. Environ. Manag.,83(2),158-170。 |
19. | 林淑萍、李暐珣、詹雅慧(20070900)。人力銀行服務品質之研究--Kano二維品質及IPA整合模式之應用。績效與策略研究,4(2),1-17。 延伸查詢 |
20. | Garvin, David A.(1987)。Competing on the Eight Dimensions of Quality。Harvard Business Review,65(6),101-109。 |
21. | Schvaneveldt, Shane J.、Enkawa, Takao、Miyakawa, Masami(1991)。Consumer evaluation perspectives of service quality: evaluation factors and two-way model of quality。Total Quality Management,2(2),149-161。 |
22. | Martilla, John A.、James, John C.(1977)。Importance-performance analysis。Journal of Marketing,41(1),77-79。 |
23. | Kim, Moon-Koo、Park, Myeong-Cheol、Jeong, Dong-Heon(2004)。The Effects of Customer Satisfaction and Switching Barrier on Customer Loyalty in Korean Mobile Telecommunication Services。Telecommunications Policy,28(2),145-159。 |
24. | 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。 |
25. | 狩野紀昭、瀬楽信彦、高橋文夫、辻新一(1984)。魅力的品質と当り前品質。品質,14(2),147-156。 延伸查詢 |