一、英文部分
Alberecht, K., (1985), “Achieving Excellence in Service”, Training and Developing Journal, Christian, pp. 65.
Anderson, E. W. and Sullivan, M.W., (1993), “The Antecedents and Consequences of Customer satisfaction for Firms”, Marketing Science, pp. 25-43.
Beckwith, H., (1997), Selling the Invisible : a field guide to modern marketing, Warner Books, Inc.
Bitner, M. J., (1990), “Evaluating Service Encounters: The Effects of Physical Surrounding and Employee Response”, Journal of Marketing, Vol. 54, No.2, April, pp.69-82.
Butz, H. E., Jr. and Leonard, D. G., (1996), “MeasuringCustomer Value:Gaining the Strategic Advantage”, Organizational Dynamics, Vol. 24, No. 3, pp. 63-77.
Cardozo, R. N., (1965), “An Experimental Study of Customer, Effort, Expectation and Satisfaction”, Journal of Marketing Research, Vol. 2, August, pp. 244-249.
Churchill G. A. Jr. and Surprenant, C., (1982), “An Investigation Into the Determinants of Customer Satisfaction”, Journal of Marketing Research, Vol. 19, No. 4, pp. 491-504.
Cronin J. J., Jr. and Taylor, S. A., (1992), “Measuring service quality: A Reexamination and Extension”, Journal of Marketing, Vol. 56, No. 3, July, pp. 55-68.
Crosby, P. B., (1979), Quality is Free :The Art of Making Quality Certain, New York: McGraw-Hill, Inc.
Dabholkar, P. A., Thorpe, D. and Joseph, O. R., (1996), “A Measure of Service Quality for Retail Stores : Scale Development and Validation”, Journal of the Academy of Marketing Science, Vol. 24, No. 1, pp. 3-16.
Dick, A. S. and Kunal, B., (1994), “Customer Loyal: Toward an Integrated Conceptual Framework”, Academy of Marketing Science . Journal, Vol. 22, No. 2, pp. 99-113.
Fay, C. J., (1994), “Royalties from LOYALTIES”, Journal of Business Strategy, Vol. 15, pp. 47-51.
Folkes, V. S., (1984), “Consumer Reactions to Product Failure: An Attribution
Approach”, Journal of Consumer Research, Vol. 10, pp. 398-409.
Fornell, C., (1992), “A National Customer Satisfaction Barometer: The Swedish Experience”, Journal of Marketing, Vol. 56, No. 1, pp. 6-21.
Fredericks, J. O. and Salter, J. M., (1995), “Beyond Customer Satisfaction”, Management Review, Vol. 84, pp. 29-32.
Garvin, D. A., (1983), “Quality on the Line”, Harvard Business Review, Vol. 61, September-October, pp. 65-73.
Garvin, D. A., (1984), “What Does Product Quality Really Mean”, Sloan Management Review, Fall, pp. 25-43.
Gronroos, C., (1984), “A Service Quality Model and Its Marketing Implication”, European Journal of Marketing, Vol. 18, No. 4, pp. 36-44.
Gronroos, C., (1990), Service Management and Marketing, Lexington, p27.
Griffin, J., (1995), Customer Loyalty: How to Earn It, How to Keep It, Simmonand Schuster Inc.
Hahm, J., Chu, W., and Yoon, J. W., (1997) “A Strategic Approach to Customer Satisfaction in the Telecommunication Service Market,” Computers Industrial Engineering, Vol. 33, No. 3-4, pp. 825-828.
Heskett, J. L., Jones, T. O., Sasser, G. W. E,. and Schlesinger, L. A., (1994), “Putting The Service-Profit Chain to Work”, Harvard Business Review, Mar./Apr., pp. 164-174.
Howard, J. A. and Sheth, J. N., (1969), The Theory of Buyer Behavior, New York: John Willy & Sons.
Hunt, H. K., (1977), “CS/D-Overview and Future Research Direction”, in H. Keith Hunt (ed.), Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction Cambridge, MA: Marketing Science Institute, pp. 459-460.
Jacoby, J. and David, B. K., (1973), “Brand Loyalty Vs Repeat Purchasing Behavior” Journal of Marketing Research, Vol. 10, pp. 1-9.
Johns, M., (1995), “Customer Satisfaction: the Case for Measurement,” Journal of Audiovisual Media in Medicine, Vol. 18, No. 1, pp. 17-21.
Johnson, M. D., Gustafsson, A., Andreassen, L. L. and Cha, J., (2001), “The Evolution and Future of National Customer Satisfaction Index Models”, Journal of Economic Psychology, Vol. 22, pp. 217-245.
Jones, T. O. and Sasser, W. E. Jr., (1995), “Why Satisfied Customer Defect”, Harvard Business Review, Vol. 73, No. 6, pp. 88-99.
Juran, J. M., (1974), Quality Control Handbook, New York: McGraw-Hill Book Co.
Juran, J. M., (1986), “Universal Approach to Management for Quality”, Quality Process, Vol. 19, pp. 19-24.
Kandampully J., (1998), “Service Quality to Service Loyalty: A relationship which goes Beyond Customer Service”, Total Quality Management, Vol.9, No. 6, pp. 431-443.
Kolter, P., (1991), Marketing Management : Analysis, Planning, and Control New Jersey: Prentice – Hall Inc.
Kristensen, K., Anne, M., and L.Gronholdt, (1999), “Measuring the Impact of Buying Behaviour on Customer Satisfaction”, Total Quality Management, Vol. 10, pp. 602-614.
Lehtinen, U. and Lehtinen, J. R., (1982), Service Quality : A Study of Quality Dimensions, Unpublished Working Paper, Service Management Institute, Helsinki.
Lewis, B. R. and Mitchell, V., (1990), “Defining and Measuring the Quality of Customer Service”, Marketing Intelligence and Planning, Vol. 3, pp. 11-17.
Martin, B. W., (1986), “Defining What Quality Service is for You”, Cornell Hotel and Administration Quality, Vol. 26, No. 4, pp. 32-38.
Newman, J. W. and Werbel, R. A., (1973), “Multivariate Analysis of Brand Loyality for Major Household Appliances”, Journal of Marketing Research, Vol. 10, pp. 404-409.
Oliver, R. L., (1980), “A Cognitive Model of the Antecedent and Consequences of Satisfaction Decisions”, Journal of Marketing Research, Vol. 17, Nov, pp. 460-469.
Oliver, R. L., (1981), “Mearsurement and Evaluation of Satisfaction Progress in Retail Settings”, Journal of Customer Research, Vol. 14, March, pp. 495-507.
Oliver, R. L. and DeSarjo, S., (1988), “Response Determinants in Satisfaction Judgment”, Journal of Consumer Research, Vol. 14, March, pp. 459-507.
Parasuraman A., Zeithaml, V. A. and, Berry, L. L., (1985a), “A Conceptual Model of Service Quality and Its Implications for Future Research”, Journal of Marketing, Vol. 49, Fall, pp. 41-50.
Parasuraman A., Zeithaml, V. A., and Berry, L. L., (1985b), “Problem and Strategies in Services Marketing”, Journal of Marketing Vol. 49, Spring, pp. 33-46.
Parasuraman A., Zeithaml, V. A. and, Berry, L. L., (1988), “Communication and Control Processes in the Delivery of Service Quality”, Journal of Marketing, Vol. 52, No. 2, pp. 35-38.
Peter, J. P. and Olson, J. C., (1990), Consumer Behavior and Marketing Strategy Irwin, IL: Homewood Company.
Peterson, R. A. and Willian, R. W., (1992), “Measuring Customer Satisfaction: Fact and Artifact”, Journal of Academy of Marketing Science, Vol. 20, pp. 67-71.
Pffaf, M., (1997), “The Index of Consumer Satisfaction Measurement Problem and Opportunity”, The Conceptualization of Consumer Satisfaction and Dissatisfaction, H. Keith Hunt ed., Cambridge, Marketing Science Institute.
Raphel, N. and Raphel, M., (1995), Loyalty Ladder, Harper Collins Publishers Inc.
Reicheld, F. F. and Sasser W. E., (1990), “Zero Defections: Quality Comes to Service” Harvard Business Review, Vol. 68, No. 5, pp. 105-111.
Reeves, C. A. and Bednar, D. A., (1994), “Defining Quality : Alternatives and Implications”, Academy of Management Review, Vol. 19, No. 3, pp. 419-445.
Reynolds, F. D., (1974), “An Analysis of Catalog Buying Behavior” Journal of Marketing, Vol.38, No. 3, pp. 47-51.
Sasser W. E., Paul, O. R. and Wyckoff, D. D., (1978), Management of Service Operations: Test, Cases, and Readings, Allyn and Bacon, pp. 21.
Schneider, B. and Bowen, D. E., (1999), “Understanding Customer Delight and Outrage”, Sloan Management Review, Vol. 41, pp. 35-46.
Selnes, F., (1993), “An examination of the Effect of Product Performance on Brand Reputation Satisfaction and Loyalty”, Journal European of Marketing, Vol. 27, pp. 19-35.
Shoemaker, S. and Lewis, R. C., (1999), “Customer Loyalty: The Future of Hospitality Marketing”, International Journal of Hospital Management, pp. 345-370.
Smith, B., (1998), “Bonds, Relationship Management, and Sex-Type, Revue Candienne des Sciences de L’ Administration”, Buyer-Seller Relationship, Vol. 15, pp. 76-92.
Solomon, M. R., (1991), Consumer Behavior : Buying, Having and Being Boston: Allyn and Bacon.
Tes, O. K. and Wilton, P. C., (1988), “Models of Consumer Satisfaction Formation: An Extension”, Journal of Marketing, Vol. 52, No.2, pp. 204-212.
Woodside, A. G. F. and Daly, R. T., (1989), “Linking Service Quality, Customer Satisfaction, and Behavioral Intention”, Journal of Care Marketing, Dec., pp. 5-7.
Zeithaml, V. A. and Bitner, M. J., (1996), Service Marketing, London: McGraw-Hill Inc.
二、中文部分
江建良(1995),服務品質與顧客滿意之探討,企銀季刊,第21卷,第2期,頁36-48。江建良(1998),服務品質管理模式之研究,企銀季刊,第22卷,第2期,頁45-77。江建良(2000),服務業服務品質管理模式之建構-顧客滿意觀點,商學學報,第8期,頁1-38。
林清山(1983),多變量分析統計法,台灣東華書局股份有限公司
高力行(2000),商業友誼對服務品質、顧客滿意與顧客忠誠影響之研究-以汽車修護業與產險業為例,私立朝陽科技大學企業管理研究所碩士論文唐麗英,胡安華(1996),滿意度模式建立與滿意構面確認之研究,交大管理學報,第16卷,第1期,頁55-74。張紹勳,林秀娟(1998),SPSS For Windows統計分析-初等統計與高等統計(下冊),松崗電腦圖書資料股份有限公司。
許展維(2001),銀行兼營保險之服務品質、知覺價格、顧客滿意度及顧客忠誠度之關聯性研究,私立靜宜大學企業管理研究所碩士論文。陳順宇(2000),多變量分析,華泰書局,二版
彭志宏(2002),關係品質對廠商忠誠度之影響-系統整合廠商為例,國立東華大學國際企業研究所碩士論文曾正文(2001)消費者對服務品質的期待程度與滿意程度之研究─以電腦門市為例,國立中正大學企業管理研究所碩士論文黃俊英(1998),多變量分析,中國經濟企業研究所出版,四版。
黃偉松(2001),服務品質、顧客滿意度與顧客忠誠度關係之研究-以證券商為例,私立淡江大學管理科學研究所碩士論文楊錦洲(2001),顧客需求與滿意度調查,台灣檢驗科技股有限公司
楊錦洲(2002),服務業品質管理,品質學會
溫石松(2002),顧客價值與網路忠誠度之關係,國立中興大學企業管理學研究所碩士論文葉凱莉,喬友慶,從管理機會方格看顧客滿意度-以百貨公司為例,企銀季刊,第23卷,第4期,頁67-86。衛南陽(1999)顧客滿意學,台北:牛頓出版股份有限公司,初版
闕山晴(2002),顧客滿意度與忠誠度之研究-以西式速食業為例,國立台灣科技大學管理研究所碩士論文