一、中文部分
1.王彩雲(2005),電視購物三國鼎立,動腦雜誌,第353期,頁97-99。
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,南華大學旅遊事業管理研究所。3.吳萬益,林清河(2002),行銷研究,初版,華泰文化事業股份有限公司,台北。
4.李海容(1997),大陸電視購物的特點與前景,廣告學研究第九集,政治大學廣告學系出版,台北。5.杉本辰夫 著,盧淵源譯(1986),事業、營業、服務的品質管制,中興管理顧問公司,頁107。
6.貝佩怡(2004),探討電視購物行為之購買動機,國立成功大學工業與資訊管理研究所碩士論文。7.林明輝(2003),服務品質、知覺公平、顧客滿意與購後意願之相關性研究—以花蓮地區3C零售業為例,國立東華大學企業管理系碩士論文。8.林陽助(1996),顧客滿意度決定模型與效果之研究—台灣自由小客車之實證,國立台灣大學商學研究所博士論文。9.邱皓政(2003),結構方程模式,初版,雙葉書廊,台北。
10.翁崇雄(2000),服務品質評量模式之比較研究,中山管理評論,第八卷,第一期,頁105-122。11.張紹勳(2005),研究方法,三版,滄海書局,台中。
12.陳世耀(2005),電視購物篇:東森購物一天1億元的超級秀,e天下,第51期,頁104-109。13.陳順宇(2005),多變量分析,四版,華泰書局,台北。
14.陳璟鋒(2004),大台北都會區購物中心服務品質、顧客滿意度與顧客忠誠度關聯性之研究,國立台北大學合作經濟學系未出版碩士論文。15.陳正昌、程炳林、陳新豐、劉子鍵(2005),多變量分析方法—統計軟體應用,四版,五南圖書出版股份有限公司,台北。
16.彭玉賢(1997),從區位理論探討網路購物與電視購物對台灣店舖購物的影響—由消費者角度分析之,國立交通大學傳播研究所碩士論文。17.彭若青(2003),電視購物引爆媒體通路戰,管理雜誌,第347期,頁48-50。18.游情連(2005),服務品質對顧客忠誠度與經營績效之關聯度研究—以台灣行動通訊市場為例,朝陽科技大學企業管理系碩士論文。19.黃侑勖(2004),產品品質、系統品質與服務品質對線上消費者忠誠度之影響—以3C網路商店為例,國立東華大學國際企業學系未出版碩士論文。20.黃芳銘(2004),結構方程模式,三版,五南圖書出版股份有限公司,台北。
21.黃俊英、周泰華、郭德賓(2000),服務業顧客滿意評量之重新檢測與驗證,中山管理評論,第八卷,第一期,頁153-200。22.楊怡芳(2002),銀行業服務品質、營運效率與獲利性關連性之研究,國立彰化師範大學商業教育學系碩士論文。23.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系碩士論文。24.經濟部統計處(2005),94年批發、零售及餐飲業經營實況調查報告,出版日:94年08月31日。
25.經濟部統計處(2005),批發、零售及餐飲業動態統計年報,出版日:94年03月02日。
26.葉修帆(2005),以品質機能展開法探討電視購物的服務品質—以東森購物為例,朝陽科技大學企業管理系碩士論文。27.葉華容(2001),顧客關係、服務品質與顧客忠誠度之研究—以網路購物為例,東吳大學商學院企業管理系碩士論文。28.劉大昌、易進忠(2002),服務品質評量模式導入之研究,2002科技與管理學術研討會論文集,頁483-494。
29.蔡國棟(1994),有線電視購物頻道的媒介環境之研究—媒介系統依賴論的觀點,國立交通大學傳播科技研究所碩士論文。30.盧淑華(2005),異軍突起的虛擬百貨通路產業—電視購物業,產經資訊,華銀徵信室,No.33。
31.魏銘宏(2003),量販店服務品質、顧客滿意與顧客忠誠之相關性研究—以台南都會地區量販店為例,國立成功大學企業管理研究所碩士論文。32.蘇元含(2002),運用線性結構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,國立東華大學企業管理研究所碩士論文。33.蘇雲華(1996),服務品質衡量方法之比較研究,國立中山大學企業管理研究所博士論文。二、英文部分
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2.Bhote, K.R.(1996), “Beyond Customer Satisfaction to Customer Loyalty-The Key to Greater Profitability”, American Management Association, New York, pp.31.
3.Brown, T.J., G.A. Churchill Jr., and J.P. Peter(1993), “Research note: Improving the measurement of Service Quality”, Journal of Retailing, Vol.69, No.10, pp.127-139.
4.Byrne, B. M.(1989), “A primer of LISREL: Basic applications and programming for confirmatory factor analytic models”, New York: Springer-Verlag.
5.Cardozo, R.N.(1965), “An Experimental Study of Customer Effort, Expectation and Satisfaction”, Journal of Marketing Research,Vol.2, No.3, pp.244-249.
6.Carman, J.M.(1990), “Consumer Perceptions of Service Quality: An Assessment of The SERVQUAL Dimensions”, Journal of Retailing, Vol.66, No.1, pp.33-35.
7.Churchill, G. A. and C. Surprenant(1982), “An Investigation into the Determinants of Customer Satisfaction”, Journal of Marketing Research, Vol.19, No.4, pp.491-504.
8.Cronin, J.J. and S.A. Taylor(1992), “Measuring Service Quality: A Reexamination and Extension”, Journal of Marketing, Vol.56, No.3, pp.55-68.
9.Czepiel, J.A.(1974), “Perspective on Consumer Satisfaction”, American Management Association Conference Proceedings, New York.
10.Dabholkar, P.A., D.I. Thorpe and J.O. Rentz(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.
11.Day, G.S.(1969), “A Two-Dimensional Concept of Brand Loyalty”, Journal of Advertising Research, Vol.9, No.3, pp.29-35.
12.Day, R.L.(1977), “Extending the Concept of Consumer Satisfaction”, Association for Consumer Research, Vol.4, No.1, pp.149-154.
13.Dick, A.S. and K. Basu(1994), “Customer Loyalty: Toward an Integrated Conceptual Framework”, Journal of the Academy of Marketing Science, Vol.22, No.2, pp.99-113.
14.Engel, J.F., M.R. Warshaw, T.C. Kinnear and B.B. Reece(2000), “Promotional Strategy 9th edition”, Pinnaflex Educational Resources INC, Cincinnati Ohio.
15.Fornell, C., M.D. Johnson and E.W. Anderson, J. Cha and B.E. Bryant(1996), “The American Customer Satisfaction Index: Nature, Purpose, and Findings”, Journal of Marketing, Vol.60, pp.7-18.
16.Griffin, J.(1997), “Customer Loyalty: How to Earn It, How to Keep It”, New York: Lexington Book.
17.Gronholdt, L., A. Martensen and K. Kristensen(2000), “The Relationship Between Customer Satisfaction and Loyalty: Cross-Industry Differences”, Total Quality Management, Vol.11, No.4, pp.509-516.
18.Gronroos, C.(1984), “A Service Quality Model and Its Marketing Implications”, European Journal of Marketing, Vol.18, No.4, pp.37-45.
19.Gronroos, C.(1982), “Strategic Management and Marketing in the Service Sector”, New York: Marketing Science Institute.
20.Hair, J. F. Jr., R.E. Anderson, R.L. Tatham, and W.C. Black(1998), “Multivariate Data Analysis”, 5th ed., Prentice-Hall, Englewood Cliffs, NJ.
21.Heskett, J.L., W.E. Sasser, Jr., and C.W. Hart(1989), “Service Breakthrough”, New York: The Free Press.
22.Jacoby, J. and D.B. Kyner(1973), “Brand Loyalty VS. Repeat Purchasing Behavior”, Journal of Marketing Research, Vol.10, No.2, pp.1-9.
23.Jacoby, J. and R.W. Chestnut(1978), “Brand Loyalty: Measurement and Management”, New York: John Wiley & Sons, Inc.
24.Jones, T.O. and W.E. Sasser, Jr.(1995), “Why Satisfied Customer Defect”, Harvard Business Review, Vol.73, No.6, pp.88-99.
25.Kenny, D.W. and F.F. Reichheld(1990), “The Hidden Advantages of Customer Retention”, Journal of Retail Banking, Vol.12, No.9, pp.12.
26.Kettinger, W.J., and C.C. Lee(1997), “Pragmatic Perspectives on the Measurement of Information Systems Service Quality”, MIS Quarterly, Vol.21, No.2, pp.223-240.
27.Kotler, P.(1999), “Marketing Management: Analysis, Planning, Implementation and Control”, 9thed., Englewood Cliffs, NJ: Prentice-Hall Inc.
28.Lee, J., J. Lee, and F. Lawrence(2001), “The Impact of Switching Costs on the Customer Satisfaction-Loyalty Link: Mobile Phone Service in France”, Journal of Services Marketing, Vol.15, No.1, pp.35-48.
29.Lehtinen, U., and J.R. Lehtinen(1991), “Two Approaches to Service Quality Dimensions”, The Service Industries Journal, Vol.11, No.3, pp.287-303.
30.McIntyre, J. M. and A.P. Mark(1998), “Managing and Measuring For Customer Loyalty: A Yin and Yang Perspective”, Direct Marketing, Vol.61, No.6, pp.48-52.
31.Oliver, R.L.(1997), “Satisfaction: A Behavioral Perspective on the Consumer”, Boston: McGraw-Hill.
32.Oliver, R.L.(1999), “Whence Consumer Loyalty ?”, Journal of Marketing, Vol.63,(Special Issue), pp.33-44.
33.Parasuraman, A., V.A. Zeithaml and L.L Berry(1985), “A Conceptual Model of Service Quality and Its Implications for Future Research”, Journal of Marketing, Vol.49, No.4, pp.41-50.
34.Parasuraman, A., V.A. Zeithaml and L.L. Berry(1988), “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality”, Journal of Retailing, Vol.64, No.1, pp.12-40.
35.Parasuraman, A., V.A. Zeithaml and L.L. Berry(1988), “Communication and Control Processes in the Delivery of Service Quality”, Journal of Marketing, Vol.52, No.2, pp.35-48.
36.Parasuraman, A., V.A. Zeithaml and L.L. Berry(1991), “Refinement and Reassessment of The SERVQUAL Scale”, Journal of Retailing, Vol.67, No.4, pp.420-450.
37.Parasuraman, A., V.A. Zeithaml and L.L. Berry(1991), “Understanding Customer Expectations of Service”, Sloan Management Review, Spring, pp.39-48.
38.Parasuraman, A., V.A. Zeithaml and L.L. Berry(1994), “Alternative Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria”, Journal of Retailing, Vol.70, No.3, pp.201-230.
39.Parasuraman, A., V.A. Zeithaml and L.L. Berry(1994), “Improving Service Quality in American: Lessons Learned”, Academy of Management Executive, Vol.8, No.2, pp.32-52.
40.Pfaff, M.(1977), “The Index of Customer Satisfaction Measurement Problem and Opportunity”, The Conceptualization of Consumer Satisfaction and Dissatisfaction, H. Kieth Hunt ed., Cambridge, MA: Marketing Science.
41.Pitt, L.F., R.T. Watson, and C.B. Kavan(1997), “Measuring Information Systems Services Quality: Concers for a Complete Canvas”, MIS Quarterly, June, pp.209-221.
42.Reichheld, F.F. and Jr. W.E. Sasser(1990), “Zero Defections: Quality Comes to Services”, Harvard Business Review, Vol.68, No.5, pp.105-111.
43.Reynolds, F.D., W.R. Darden, and W. Martin(1974), “Developing An Image the Store-Loyal Customer”, Journal of Retailing, Vol.50, No.4, pp.73-84.
44.Roslow, S., T. Li, and J.A.F. Nicholls(2000), “Impact of situational variables and demographic attributes in two seasons on purchase behavior”, European Journal of Marketing, Vol.34, No.9/10, pp.1167-1180.
45.Rust R.T. and R.L. Oliver(1994), “Service Quality: Insights and Managerial Implication from The Frontier”, New York: Sage Publications.
46.Ruyter, K.D., J. Bloemer, and P. Peeters(1997), “Merging service quality and service satisfaction: An empirical of an integrative model”, Journal of Economic Psychology, Vol.18, No.4, pp.387-406.
47.Sasser, W. E., R. P. Olsen, and D. D. Wyckoff(1978), “Management of Service Operations: Text, Cases and Reading”, Alley and Bacon, Inc., Boston, pp.178.
48.Singh, J.(1991), “Understanding the Structure on Consumer Satisfaction Evaluation of Service Delivery”, Journal of the Academy of Marketing Science, Vol.19, No.1, pp.223-234.
49.Sirgy, M.J., and A.C. Samli(1985), “A Path Analytic Model of Store Loyalty Involving Self-Concept, Store Image, Geographic Loyalty, and Socioeconomic Status”, Journal of the Academy of Science, Vol.13, No.3, pp.265-291.
50.Stafford, M.R.(1996), “Demographic discriminators of service quality in the banking industry”, The Journal of Services Marketing, Vol.10, No.4, pp.6-22.
51.Stum, D.L. and A. Thiry(1991), “Building Customer Loyalty”, Training and Development Journal, Vol.45, No.1, pp.34-36.
52.Van Dyke, T.P., L.A. Kappelman, and V.R. Prybutok(1997), “Measuring Information System Service Quality: Concerns on the Use of the SERVQUAL Questionnaire”, MIS Quarterly, Vol.21, No.2, pp.195-208.
53.Woodside, A.G., L.L. Frey, and R.T. Daly(1989), “Linking Service Quality, Customer Satisfaction, and Behavioral Intention,” Journal of Health Care Marketing, Vol. 9, No.4, December, pp.5-17.
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三、其他
1.袁支翔,電視購物將取代網路購物,電子商務時報,2005/03/08, http://www.ectimes.org.tw/readnews.asp?id=6848。
2.陳博志,電子商務提供中小企業發展契機,台灣商會聯合資訊網,2005/03/06,http://www.tcoc.com.tw/newslist/008700/8762.htm。
3.東森媒體集團,http://www.emg.com.tw/emg/
4.電子商務時報,http://www.ectimes.org.tw。
5.商業快訊,http://www.tcoc.com.tw。
6.經濟日報,2005年07月01日。
7.中國時報,1998年4月8日。