(一)英文部分
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(二)中文部分
1.方世榮、彭彥群，”關係屬性、歸因與涉入對服務補救期望之影響
-以航空業為例”,行銷評論，2004 年冬季第1 卷，第2 期，頁31-52。
2.方世榮，「關係價值、關係品質與忠誠度之探討－零售銀行業的實證研究」管理學報，第十九卷，第六期，2002。3.王鳳生、蔡豐隆,”企業倫理氣候、倫理行為與企業社會績效”,亞太經濟管理評論,第六卷,第二期,2003年3月,頁103。4.李怡燕(2004)，網路顧客關係對消費者行為意圖影響之實證研究，逢甲大學經營管理碩士在職專班碩士論文。
5.林隆儀、簡任群，”服務品質、關係品質、關係價值與顧客忠誠度的關係之整合分析-以行動電信之產業消費者為例”,11(2004),73-112。
6.林陽助,”理財專員屬性、關係銷售行為、關係品質與顧客忠誠度關係之研究—以財富管理為例”,台灣金融財務季刊，第六輯第一期，94年3月。頁87。
7.林玥秀、黃文翰、黃毓伶, “服務失誤及服務補救之類型分析－以台灣地區之餐廳為例”,觀光研究學報，第九卷，第一期,頁39。8.洪廣朋、黃旭男、陳怡娟,”企業間電子化採購對組織間關係的影響”
電子商務學報(原資訊管理研究) 第六卷 第一期 二○○四年三月,頁117。
9.洪嘉蓉(2004)，服務品質、滿意度與忠誠度關係之研究─以中華電信公司ADSL顧客為例，大葉大學資訊管理學系碩士班論文。10.莊景弼(2000)，我國網路銀行關係品質模式之研究，大葉大學資訊管理研究所碩士論文。11.郭德賓, “餐飲業顧客滿意、服務失誤與服務補救類型分析：
”台灣地區餐廳之研究”,觀光研究學報，第十卷，第二期,頁69。
12.許世軍,”新管理典範下的企業倫理”,通識教育季刊,第6卷第3期(1999年9月),頁35~46。
13.陳淑芳(2002)，顧客關係、服務品質、品牌形象、顧客滿意度與再購意願間關係之研究— 以銀行業為例，大同大學事業經營研究所碩士論文。14.黃營杉、齊德彰,”企業倫理、社會責任與慈善公益作為之研究-以台灣高科技電子產業為例”,人文社會科學期刊,第一卷,第二期,民國九十四年,頁65。
15.黃靖文(2004)，量販店服務品質、顧客滿意度與忠誠度間關係之研究-以大台北地區大潤發量販店為例，大同大學事業經營研究所碩士論文。16.張伊嫻(2003)，服務品質、顧客滿意度、信任、承諾與行為意圖間關係之研究，大同大學企業管理系碩士論文。17.賴明政,”企業倫理行為、組織承諾、工作滿足與組織公民行為關係之研究”,企業管理學報,第60期(93年03月),頁31-60。18.蘇元含(2003)，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。19.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 ，國立臺北科技大學商業自動化與管理研究所碩士學位論文。蔣大成、林婉琳、洪瑞敏,”服務失誤與服務補救之探討-以服務業為例”,品質月刊，2004年11月，頁61。