臺灣博碩士論文加值系統

許多的行銷管理研究實證顧客忠誠將為企業帶來許多的利潤。近年來，大部分的研究是從顧客的「利益」的概念討論服務品質、顧客滿意和顧客忠誠的關係，但是，行銷研究者建議也應該將顧客的「犧牲」的概念，也就是「價格」因素加進去。因此，從顧客的「利益」與「犧牲」觀點做比較而產生的「顧客知覺價值」成為創造顧客忠誠的重要因素。在國外的行銷管理文獻中，顧客知覺價值和顧客忠誠的關係已被廣泛的討論，但在國內的文獻中仍未被熱烈的討論。
本研究的目的是從連鎖餐廳的顧客探討顧客知覺價值、顧客滿意、顧客忠誠之間的關係，所獲得的結論如下：(一)顧客知覺價值正向顯著的影響顧客滿意。(二)顧客知覺價值正向顯著的影響顧客忠誠。(三)顧客滿意正向顯著的影響顧客忠誠。
這些結論在顧客關係管理的實務中運用，就是將顧客知覺價值當成是改善顧客滿意與顧客忠誠的方法。

Many marketing researchs empirical verification customer loyalty will bring large benefit. In recently, most of studies just discussed the relationship between service qual-ity , customer satisfaction and customer loyalty from customer “received” or ”benefit” perception. But some marketing researchers suggested need to add customer “give” perception－“price” inside. Customer perceived value is come from customer feel the gap of between “give” and ”receive” perceptions. Customer perceived value became an important factor that leads to customer loyalty and it is widely discussed from foreign marketing management literature. But studies related to consumer loyalty and customer perceived value in Taiwan are so limited that the topic need to deserves more attention.
The purpose of the study is to examine the relationship between customer per-ceived value ,customer satisfaction and customer loyalty in the research context of chain restaurant customers. The findings of this research are as follows：1.Customer perceived value is directly related to customer satisfaction.2.Customer perceived value is posi-tively significant influence customer loyalty.3.Customer satisfaction is positively sig-nificant influence customer loyalty.
The practical implications of these results are discussed in customer relationship management marketing management, particularly the need to improve customer per-cived value as a means to improve customer satisfaction and customer loyalty.

中文摘要．．．．．．．．．．．．．．．．．．．．．． iii
英文摘要．．．．．．．．．．．．．．．．．．．．．． iv
誌謝辭 ．．．．．．．．．．．．．．．．．．．．．． v
內容目錄．．．．．．．．．．．．．．．．．．．．．． vii
表目錄 ．．．．．．．．．．．．．．．．．．．．．． ix
圖目錄 ．．．．．．．．．．．．．．．．．．．．．． x
第一章　　緒論．．．．．．．．．．．．．．．．．．． 1
　　第一節　　研究背景．．．．．．．．．．．．．．． 1
　　第二節　　研究動機．．．．．．．．．．．．．．． 2
　　第三節　　研究目的．．．．．．．．．．．．．．． 2
　　第四節　　研究流程．．．．．．．．．．．．．．． 3
　　第五節　　研究範圍與對象．．．．．．．．．．．． 5
第二章　　文獻探討．．．．．．．．．．．．．．．．． 6
　　第一節　　連鎖餐廳．．．．．．．．．．．．．．． 6
　　第二節　　顧客知覺價值．．．．．．．．．．．．． 9
　　第三節　　顧客滿意．．．．．．．．．．．．．．． 36
　　第四節　　顧客忠誠．．．．．．．．．．．．．．． 42
　　第五節　　潛在變項間之關聯性．．．．．．．．．． 49
第三章　　研究方法．．．．．．．．．．．．．．．．． 68
　　第一節　　研究架構．．．．．．．．．．．．．．． 68
　　第二節　　研究假設．．．．．．．．．．．．．．． 69
　　第三節　　變數操作行性定義與測量．．．．．．．． 69
　　第四節　　研究對象、抽樣設計與問卷設計．．．．． 71
　　第五節　　資料分析方法．．．．．．．．．．．．． 72
第四章　　資料分析與研究結果．．．．．．．．．．．． 75
　　第一節　　敘述性統計分析．．．．．．．．．．．． 75
　　第二節　　因素分析．．．．．．．．．．．．．．． 81
　　第三節　　人口統計變項與衡量構面之差異性．．．． 83
　　第四節　　相關分析．．．．．．．．．．．．．．． 85
　　第五節　　信效度分析．．．．．．．．．．．．．． 87
　　第六節　　線性結構模式分析．．．．．．．．．．． 90
第五章　　研究結論與建議．．．．．．．．．．．．．． 98
　　第一節　　研究結論．．．．．．．．．．．．．．． 98
　　第二節　　學術貢獻．．．．．．．．．．．．．．． 101
　　第三節　　管理意涵．．．．．．．．．．．．．．． 101
　　第四節　　研究限制與未來研究方向．．．．．．．． 105
參考文獻．．．．．．．．．．．．．．．．．．．．．． 108
附錄A　　問卷．．．．．．．．．．．．．．．．．．． 131

參考文獻
一、中文部分

王美慧，陳瑞龍，蘇元含(2006)，運用結構方程模式探討服務品質對顧客滿意度與顧客忠誠度之影響－以中油加油站為例，顧客滿意學刊，2(2)，47-86。
王崇魯，尹濤，呂廷杰(2004)，顧客滿意度和顧客忠誠度關系研究，通信市場，10，60-62。
王文峰，劉博逸(2007)，基於顧客價值動態分析的管理決策，企業天地，6，169-170。
中華民國加盟促進會，2000年台灣連鎖加盟特輯，台北：日創社文化設計印刷有限公司。
李季隆，(2004)，服務品質、顧客價值、顧客滿意度與行為意圖之關聯性探討-以屈臣氏連鎖藥妝店為例，國立高雄第一科技大學行銷與流通管理所未出版之碩士論文。
吳政和，陳阿洪(2001)，台灣餐飲業發展源流，第一屆台灣觀光發展歷史研討會，靜宜大學觀光事業學系暨研究所編印。
吳萬益，林清河(2000)，企業研究方法，台北：華泰書局。
林宜靜，陳禎祥，曾倫崇(2006)，產品類型與實虛通路型態對顧客價值、顧客滿意度與忠誠度之影響，顧客滿意學刊，2(2)，121-160。
周子敬(2006)，結構方程模式（SEM）-精通LISREL，台北：全華科技圖書。
高秋英(2000)，餐飲管理---理論與實務，台北：揚智文化出版。
成海清，李敏強（2007），顧客價值概念、內涵、特點與評價，西北安林科技大學學報，7(2)，34-38。
胡旭初，王奇娟，張大亮(2006)，論顧客價值趨動的需求演化過程，浙江大學學報，36(2)，13-19。
陳正昌，程炳林(1998)，SPSS、SAS、BMDP統計軟體在多變量統計上的應用(第二版)，台北：五南。
許秀珊，黃惠芬(2007)，台灣服務業景氣調查之研究，經濟研究，7，1-30。
張宇俊，付曉蓉(2007)，超組織視角下的員工價值和顧客價值，管理評論-財經科學，232，88-95。
張淑青(2006)，顧客忠誠驅動因子之研究—顧客知覺價值的關鍵角色及顧客滿意與信任的中介影響，輔仁管理評論，13(1)，107-132。
張淑青(2005)，顧客價值對顧客滿意與行為意圖影響的關鍵角色－學生實習餐廳之實證，朝陽商管評論，4(1)，63-86。
張淑青(2004)，服務知覺價值多構面量表之實證研究，企業管理學報，13，95-120。
張淑青(2000)，價格知覺對顧客滿意影響之研究－以觀光旅遊為例，國立臺北大學企業管理學系未出版之博士論文。
焦偉俠，顧巍(2005)，顧客忠誠的內涵及其提高途徑，商業研究， 317(9)，120-122。
黃佩云(2002)，顧客忠誠度模式之建立與案例分析-以某驗證公司為例，中原大學工業工程研究所未出版之碩士論文。
經濟部商業司(2000)，連鎖店經營管理實務，台北：經濟部商業司。
經濟部商業司(2000)，經濟部九十五年度商業發展情勢年報，台北：經濟部商業司。
蔡瑞宇(1996)，顧客行為學，台北：天一圖書公司。
衛南陽(1996)，顧客滿意學，台北：牛頓出版股份有限公司。
簡永在(2002)，顧客關係策略與顧客價值、滿意度及行為意向關聯性之研究，國立台北科技大學商業自動化與管理研究所未出版碩士論文。
蘇靖淑(2007)，中式速食連鎖餐廳消費者外食價值與消費知覺關係之研究，休閒暨觀光產業研究，2(1)，133-146。
蕭文龍(2007)，多變量分析最佳入門實用書，台北：碁峰資訊。


二、英文部分

Anderson, E. W., & Sullivan, M. W. (1993). The antecedents and Consequences of Consumer Satisfaction for Firms. Marketing Science, 12(Spring), 125-143.
Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability. Sweden Journal of Marketing, 58(3), 53–66.
Babin, B. T., Lee, Y. K., Kim, E. F., & Griffin, M. (2005). Modeling consumer satisfaction and word-of-mouth: restaurant patronage in Korea, The Journal of Services Marketing, 19(3),133-139.
Babin, B.J., Darden, W.R., & Griffin, M. (1994). Work and /or fun: measuring hedonic and utilitarian shopping value. Journal of Consumer Research, 20, 644-656.
Bagozzi, R. P. (1980). Causal Models in Marketing. New York: NY.
Bei, L. T., & Chiao, Y. C. (2001). An integrated model for the effects of perceived product, perceived service quality, and perceived price fairness on consumer satisfaction and loyalty. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 14, 125-140.
Benlter, P. M., & Chou, C. P. (1987). Practical issues in structureal modeling. Sociological Methods and Research, 16, 78-117.
Bitner, M. J. (1990). Evaluation service encounters: the effects of physical surroundings and complaint reports. Journal of Marketing, 54(4), 69-82.
Bloemer, J. M. M., & Kasper, H. D. P. (1995). The complex relationship between consumer satisfaction and brand loyalty. Journal of Economic Psychology, 16, 311–329.
Bojanic, D. C. (1996). Consumer perceptions of price, value and satisfaction in the hotel industry: An exploratory study. Journal of Hospitality and Leisure Marketing, 4(1), 5-22.
Bolton, R. N., & James H. D. (1991). A Multistage Model of Customers’ Assessments of Service Quality and Value. Journal of Consumer Research, 17(March), 375-384.
Bolton, R. N. (1999). A dynamic model of the duration of the customer's relationship with a continuous service provider: The role of satisfaction. Marketing Science, 17, 45–65.
Boulding, W., Kalra, A., Richard, S., & Zeithaml, V. A. (1993). A dynamic process model of service quality: from expectation to behavioral intentions. Journal of Marketing Research, 30(1), 7-27.
Bozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of Academin Marketing Science, 16, 74-94.
Brady, M. K., & Cronin, J. J. (2001). Customer Orientation: Effects on Customer Service Perceptions and Outcome Behaviors. Journal of Service Research, 3, 241-251.
Brucks, M. (1985). The Effects of Product Class Knowledge on Information Search Behavior. Journal of Consumer Research, 12(1), 1-16.
Butz, H. E. J., & Goodstein, L. D. (1996). Measuring Customer Value: Gaining the Strategic Advantage. Organisational Dynamics, 24 (Winter), 63-77.
Carman, J. M., & Kenneth, P. (1973). Marketing Principles and Methods. Chicago：Richard D.Irwin Inc.
Chen, Z., & Alan, J. D. (2003). A conceptual model of perceived customer value in e-commerce: A preliminary investigation. Psychology & Marketing, 20(4), 323-347.
Chernatony, L., Harris, F. & Riley, D. F. (2000). Added value: its nature, roles and sustainability. European Journal of Marketing, 34(1/2), 39-54.
Churchill, G. A., & Surprenant, C. (1982). An Investigation into the Determinants of Customer Satisfaction. Journal of Marketing Research, 19, 491-504.
Court, D., Thomas, D., Tim, F. I. M., & Michael, P. (1999). Marketing in 3-D. The Mckinsey Quarterly, 4, 6-17.
Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. Journal of Marketing, 56(7), 55-68.
Cronin, J. J. Jr., Brady, M. K., Brand, R. R., & Shemwell, D. J. (1997). A Cross-Sectional Test of the Effect and Conceptualization of Service Value. The Journal of Services Marketing, 11(6), 375-391.
Cronin, J. J. Jr., Brady, M. K. & Hult, G. T. (2000). Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments. Journal of Retailing, 76(2), 193-218.
Day, G. (1990). Market-Driven Strategy: Processes for Creating Value. The Free Press, New York, NY.
De Ruyter, K., Wetzels, M., Lemmink, J., & Msttson, J. (1997), The Dynamic of the Serivce Delivery Process: A Value-Based Approach. International Journal of Research In Marketing, 14(3), 231-243.
De Ruyter, K., & Blomer, J. (1999). Customer Loyalty in Extended Service Settings. International Journal of service Industry Management, 10(3), 320-336.
Deming, W. E. (1981). Management of statistical techniques for quality and productivity. New York University, Graduate School of Business, New York.
Dodds, W. B., & Monroe, K. B. (1985). The effects of Brand and Price information on Subjective Product Evaluations. Journal of Marketing Research, 28(August), 307-319.
Dodds, W. B., Monroe, K. B., & Grewal, D. (1991). The effects of price, brand and store information on buyers’ product evaluations. Journal of Marketing Research, 28(August), 307-319.
Dodds, W. B. (1991). In search of value: how price and store name information influence buyers’ product perceptions. The Journal of Services Marketing, 5, 27-36.
Dodds, W. B. (1999). Managing Customer Value. Mid-American Journal of Business, 14 (1), 13-22.
Doyle, P. (1989). Building successful brands: the strategic objectives. Journal of Marketing Management, 5(1), 77-95.
Fernández, Raquel. Sánchez., & M Ángeles Iniesta-Bonillo (2006). Consumer Perception of Value: Literature Review and A New Concetural Framework. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, l19, 40-58.
Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, 56, 6–21.
Fornell, C., Johnson, M. D., Anderson, E. C., & Bryant, B. E. (1996). The American Customer Satisfaction Index: Nature, Purpose and Findings. Journal of Marketing, 60(October), 7-18.
Fredericks, J. O., & SalterII, J. M. (1995). Beyond Customer Satisfaction. Management Review, May, 29-32.
Gale, B. Y. (1994), Managing Customer Value. Creating Quality and Service that Customers Can See. The Free Press, New York, NY.
Gardner, D. M. (1970). An Experimental Investigation of the Price-Quality Relationship. Journal of Retailing, 46(Fall), 25-41.
Garvin, D. A. (1987). Competing on the Eight Dimensions of Quality.HarvardBusiness Review, 5(November-December), 101-109.
Gray, L. (1990). Consumers turning green: J. Walter Thompson’s Greenwatch Survey. Advertising Age, 16 (41), 74.
Gremler, D. D., & Brown, S. W. (1996). Service Loyalty: its nature, importance, and implication. In Edvardsson, B. et. al.,(Eds), Advanceing Service Quality: A Global Perspertive, 171-180. N.Y : International Service Quality Association.
Gremler, D. D., Brown, S. W., Bitner, M. J., & Parasuraman, J. W. (2001). Customer Loyalty and Satisfaction: What Resonates in Service Contexts? Working Paper, College of Business, Arizona State University.
Grewal, D., Monroe, K. B., & Krishnan, R. (1998b). The Effects of Price-Comparison Advertising on Buyers’ Perceptions of Acquisition Value, Transaction Value and Behavioral Intentions. Journal of Marketing, 62(April), 46-59.
Gro¨nroos, C. (1997). Value-driven relational marketing: from products to resources and competencies. Journal of Marketing Management, 13(5), 407-19.
Gro¨nroos, C. (2000). Service Management and Marketing: A Customer Relationship Approach (2nd ed.). Wiley：Chichester.
Groth, J. C. (1994). The exclusive value principle: a concept for marketing. Journal of Product and Brand Management, 3(3), 8-18.
Hallowell, Roger. (1996). The Relationship of Customer Satisfaction, Customer Loyalty, and Profitability: An Empirical Study. The International Journal of Service Industry Management, 7(4), 27–42.
Hartline, Michael D., & Keith, C. Jones. (1996). Employee Performance Cues in a Hotel Service Environment: Influence on Perceived Service Quality, Value, and Word-of-Mouth Intentions. Journal of Business Research, 35, 207–215.
Heskett, J. L., Sasser, W. E. Jr., & Schlesinger, L. A. (1997). The Service Profit Chain: How Leading Componies Link Profit to Loyalty, Satisfaction, and Value. The Free Press, New York, NY.
Hirschman, A.O. (1970). Exit, voice, and loyalty – responses to decline in firms, organizations, and states, Harvard University Press, Cambridge, MA.
Holbrook, M. B. (1994). The nature of customer value in Rust, R. T., & Oliver, R. L. Service Quality, New Directions in Theory and Practice. Sage Publications, London, 21-71.
Holbrook, M. B. (1996). Customer Value - A Framework for Analysis and Research. in Corfman K. P., & Lynch, J. G. Advances in Consumer Research, 23, Provo, U: Association for Consumer Research, 138-142.
Holbrook, M. B. (1999). Consumer Value: A Framework for Analysis and Research. New York: Routledge.
Horovitz, J. (2000). The Seven Secrets of Service Strategy. Financial Times-Prentice Hall, Harlow.
Huber, Frank., Andreas. Hermann., & Robert, E. Morgan. (2001). Gaining competitive advantage through customer value oriented management. The Journal of Consumer Marketing, 18(1), 41-53.
Iacobucci, D., Grayson, K., & Ostrom, A. (1994). Customer Satisfaction Fables. Sloan Management Review, Summer, 93-96.
Jacoby, J., & Olson, J. C. (1977). Consumer response to price: an attitudinal, information processing perspective, in Y Wind and P. Greenberg (Eds.), Moving Ahead With Attitude Research, 73-86. Chicago: American Marketing Association.
Jacoby, H., & Chestnut, R. W. (1978). Brand Loyalty Measurement and Management. John Wiley and Sons, New York.
Jill, Griffin. (1995). Customer Loyalty: How to Earn it and How to Keep it. New York: Jossey-Bass Inc.
Johnson, M. D., Anderson, E. W. & Fornell, C., (1995). Rational and adaptive performance expectations in a customer satisfaction framework. Journal of Consumer Research, 21, 128–140.
Johnson, M. D., Gustafsson, A., Andreassen, L. L., & Cha, J. (2001). The evolution and future of national customer satisaction index models. Journal of Economic Psychology, 22, 217-245.
Joiner, B. L. (1994). Fourth Generation Management: The New Business Consciousness. McGraw-Hill, New York, NY.
Jones, T. O., & Sasser, W. E. J. (1995). Why Satisfied Customers Defect. Harvard Business Review, 73(November/December), 88-99.
Kantamneni, S. P., & Coulson, K. R. (1996). Measuring Perceived Value: Findings From Perliminary Research. http:// www.sbanet.uca.edu/docs proceedings/96swm019.txt.
Kara, A., Kaynak, E., & Kucukemiroglu, O. (1996). Positioning of fast-food outlets in two regions of North America: A comparative study using correspondence analysis. Journal ofProfessional Services Marketing,14(2), 99-119.
Kaufman, J. J. (1998). Value Management: Creating Competitive Advantage, Best Management Practices Series. Crisp Publications, Menlo Park, CA.
Khalifa, S. A. (2004). Customer value: a review of recent literature and an integrative configuration, Management Decision, 42(5). 645-666.
Kirmani, A., & Wright, P. (1987a). Money Talks: Advertising Extravagance and Perceived Product Quality. Working paper, Stanford University.
Kothandaraman, P., & David, T. W. (2001). The future of competition: Value-creating networks. Industrial Marketing, Management. 30(4), 381-388.
Kotler, P. (1996). Marketing Management (9th ed.). Upper Saddle River, N. J. : Prentice-Hall.
Kotler, P. (1997). Marketing Management, Analysis, Planning, Implementation, and Control (9th ed.). Upper Saddle River, N. J. : Prentice-Hall.
Kotler, P., Ang, S. H., Leong, S. M., & Tan, C. T. (1999). Marketing Management: An Asian Perspective. Singapore: Prentice Hall.
Kotler, P. (2000). Marketing management the millennium edition. Upper Saddle River. N. J. : Prentice Hall International, Inc.
Lapierre, Jozee. (2000). Customer-perceived value in industrial contexts. The Journal of Business & Industrial Marketing, 15(2/3), 122-140.
Leszinski, R., & Marn, M.V. (1997). Setting value, not price. The McKinsey Quarterly, 1, 99-115.
Lin, W. B. (2007). The exploration of customer satisfaction model from a comprehensive perspective. Expert Systems with Applications, 33, 110–121.
Lovelock, C. H. (1983). Classifying services to gain strategic marketing insight. Journal of Marketing, 47(Summer), 9-20.
Mano, H., & Oliver, R. L. (1993). Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction. Journal of Consumer Research, 20(4), 451-466.
Mittal, V., & Tsiros, M. (1999). Attribute-level performance atisfaction and behavioral intentions over time: a consumption-system approach. Journal of Marketing, 63(4), 88-101.
Monroe, K. B. (1990). Pricing: Making profitable decisions. New York：McGraw-Hill.
Neal, W. D. (1999). Satisfation Is Nice, but Value Drives Loyalty. Marketing Research, 11, 21-23.
Newman, J. W., & Richard, A. W. (1973). Multivariate Analysis of Brand Loyalty for Major Household Appliances. Journal of Marketing Research, 10(Novermber). 404-409.
Oh, H. (2000). Diner’s perceptions of quality, value, and satisfaction. Cornell Hotel and Restaurant Administration Quarterly, 41(3), 58-66.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decision. Journal of Marketing Research, 17(11), 460–469.
Oliver, R. L. (1981). Measurement and Evaluation of Satisfaction Processes in Retail Settings. Journal of Retailing, 57(3), 25-48.
Oliver, R. L., & DeSarbo, W. S. (1988). Response determinants in satisfaction judgements. Journal of Consumer Research, 14, 459-507.
Oliver, R. L. (1997). Satisfaction: A Behavioral Perspective on the Consumer. New York: Irwin/McGraw-Hill.
Oliver, R. L., Rust, R. T., & Varki, S. (1997). Customer Delight, Foundations, Findings, and Managerial Insight. Journal of Retailing, 73 (3), 311–336.
Oliver, R. L. (1999). Value as excellence in the consumption experience. In Holbrook, M. B. (eds). Consumer value: A framework for analysis and research. New York: Routledge, 1-29.
Olson, J. C. (1977). Price as an Information Cue: Effects in Product Evaluation. In Woodside, A. G., Hagdish, N. S., and Peter D. B, (eds).Consumer and Industrial Buying Behavior. New York: North Holland Publishing Company, 267-286.
Ostrom, A., & Iacobucci, D. (1995). Consumer Trade-Offs and the Evaluation of Services. Journal Of Marketing, 59(1), 17-28.
Parasurman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(Fall), 41-50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multi-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64 (Spring), 12-40.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Alternative Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria. Journal of Retailing, 70(3), 201-230.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research. Journal of Marketing, 58(Jan), 111-124.
Parasuraman, A., & Grewal, D. (2000). The impact of technology on the quality-value-loyalty chain: A research agenda. Journal of the Academy of Marketing Science, 28(1), 168-174.
Park, C. (2004). Efficient or enjoyable? Consumer values of eating-out and fast food restaurant consumption in Korea. International Journal of Hospitality Management, 23, 87-94.
Parolini, C. (1999). The Value Net: A Tool for Competitive Strategy. John Wiley, Chichester.
Paterson, P. G., & Spreng, R. A. (1997). Modeling the relationship between perceived value, satisfaction and repurchase intentions in a business-to-business, services context: an empirical examination. International Journal of Service Industry Management, 8(5), 414-434.
Perkins, W. S. (1993). Measuring customer satisfaction. Industrial Marketing Management, 22(3), 247–254.
Petrick, J. F. (2002). Development of a multi-dimensional scale for measuring the perceived value. Journal of Leisure Research, 34(2), 119-134.
Ravald, A., & Grönroos, C. (1996). The Value Concept and Relationship Marketing. European Journal of Marketing, 30 (2), 19-30.
Richheld, F. F., & Sasser W. E. (1990). Zero Defections: Quality Come to Service. Harvard Business Review, 68(September/October). 105-111.
Richheld, F. F. (1994). Loyalty and the renaissance of marketing. Marketing Management, 2(4), 10-20.
Richheld, F. F. (1996). The Loyalty Effect. Boston, Mass: Harvard Business School Press.
Richins, M. L. (1994a). Special Possessions and the Expression of Material Values. Journal of Consumer Research, December, 522-533.
Richins, M. L. (1994b). Valuing Thing: The Public and Private Meanings of Possessions. Journal of Consumer Research, December, 504-521.
Rust, R. T., & Oliver, R. L. (1994). Service Quality: Insights and Managerial Implications. from the Frontier. in Service Quality: New Directions in Theory and Practice. Rust, R. T. & Oliver, R. L.(eds). Thousand Oaks, CA: Sage 146 Publications, 1-19.
Rust, R. T., & Oliver, R. L. (2000). Should we delight the customer? Journal of the Academy of Marketing Science, 28(1), 86-94.
Ruyter, K. D., Wetzels, M., Lemmink, J., & Mattsson, J. (1997). The Dynamics of the Service Delivery Process: A Value-Based Approach. International Journal of Research in Marketing, 14(3), 231-243.
Sajeev, V., & Colgate, M. (2001). The Role of Price Perceptions in an Integrated Model of Behavioral Intentions. Journal of Service Research, 3, 232-240.
Schneider, B., & Bowen, D. E. (1999). Understanding customer delight and outrage. Sloan Management Review, 41(1), 35-45.
Sheth, J. N., Newman, B. I., & Gross, B. L. (1991). Why We Buy What We Buy:A Theory of Consumption Values. Journal of Business Research, 22(2), 159-170.
Shoemaker, S., & Lewis, R. C. (1999). Customer Loyalty: The Future of Hospitality Marketing. International Journal of Hospitality Management, 18(4), 345-370.
Sirdeshmukh, D., Jagdip, S., & Barry, S. (2002). Consumer Trust, Value and Loyalty in Relational Exchanges. Journal of Marketing, 66(1), 15-37.
Sirohi, N., McLaughlin, E. W., & Wittink, D. R. (1998). A Model of Consumer Perceptions and Store Loyalty Intentions for a Supermarket Retailer. Journal of Retailing, 74(2),223–245.
Slater, S. F., & Narver, J. C. (2000). Intelligence generation and superior customer. Journal of the Academy of Mrketing Science, 28(1), 120-127.
Smith, S., & Wheeler, J. (2002). Managing the Customer Experience. FT Prentice-Hall, London.
Solomon, M. R. (1992), Comsumer Behavior: buying,having, and being. Boston: Allyn and Bacon.
Spreng, R. A., Dixon, A. L., & Olshavsky, R. W. (1993). The impact of perceived value on consumer satisfaction. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 6, 50-55.
Stum, D. L., & Thiry, A. (1991). Building Customer Loyalty. Training and Developing Journal, 45, 34-36.
Sweeney, J. C., Soutar, G. N. & Johnson, L. W. (1997). Retail service quality and perceived value. Journal of Retailing and Consumer Services, 4(1), 39-48.
Sweeney, J. C., Soutar, G. N., & Johnson, L. W. (1998). Consumer perceived value: Development of a multiple item scale. American Marketing Association Conference Proceedings, 9, 138.
Sweeney, J. C., Soutar, G. N., & Johnson, L. W. (1999). The Role of Perceived Risk in The Quality-Value Relationship: A Study in a Retail Environment. Journal of Retailing, 75(1), 77-105.
Sweeney, J. C., & Soutar, G. N. (2001). Consumer Perceived Value: The Development of a Multiple Item scale. Journal of Retailing, 77, 203-220.
Tellis, G. J. (1988). Advertising Exposure, Loyalty, and Grand Purchase: A Two-Stage Model of Choice. Journal of Marketing Research, 25(May), 134-144.
Thompson, H. (1998). Marketing Strategies: What do Your Customers Really Want? Journal of Business Strategy. 19(Jul/Aug), 16-21.
Treacy, M., & Wiersima, F. (1995). The Discipline of Market Leaders. London: HarperCollins.
Van der Haar, J. W., Kemp, R. G. M., & Omta, O. (2001). Creating value that cannot be copied. Industrial Marketing Management, 30(8), 627-636.
Voss, G. B., Parasuraman, A., & Grewal, D. (1998). The Roles of Price, Performance, and Expectations in Determining Satisfaction in Serviec, Exchange. Journal of Marketing, 62(October), 46-61.
Wall, E. A., & Berry, L. L. (2007). The combined effects of the physical environment and employee behavior on customer perception of restaurant service quality. Cornell Hotel and Restaurant Administration Quarterly, 48(1), 59-70.
Walters, D., & Lancaster, G. (1999a). Value And Information - Concepts And Issues For Management. Management Decision, 37 (8), 643-656.
Woodall, T. (2003). Conceptualising Value for the Customer: An Attributional, Structural and Dispositional analysis. Academy of Marketing Science Review, 12, 1-41.
Woodruff, R. B., & Gardial, S. (1996). Know Your Customer: New Approaches to Understanding Customer Value and Satisfaction. Blackwell, Oxford.
Woodruff, R. B. (1997). Customer value: The next source for competitive advantage. Journal of the Academy of Marketing Science, 25(2), 139-153.
Yeung, M. C. H., Ging, L. C., & Ennew, C. T. (2002). Customer Satisfaction and Profitability: A Reappraisal of the Nature of the Relationship. Journal of Targeting Measurement and Analysis for Marketing, 11, 24-33.
Young, S., & Feigin, B. (1975). Using the Benefit Chain for Improved Strategy Formulation. Journal of Marketing, 39 (July), 72-74.
Zeithaml, V. A. (1988). Consumer Perceptions of Price, Quality and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing, 52(3), 21.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The Behavioral Consequences of Service Quality. Journal of Marketing. 60(April), 31-46.
Zeithaml, V. A., & Bitner, M. J. (2000). Service marketing: integrating customer focus across the firm (2nd ed.). New York: McGraw-Hill Company, Inc.