一、中文文獻
1.王珮玲、邱雅暖,服務管理,第六講「服務品質評估」,台灣大學圖書資訊學研究所,民國87 年。
2.江書婷,「不同服務業類型下,服務品質與關係品質關聯性之研究」,東吳大學企業管理研究所碩士論文,民國90 年。3.何明政,「零售服務業與顧客行為意向之實證研究—以台南市大型百貨公司為例」,國立成功大學工業管理研究所碩士論文,民國87 年。4.余錦芳,「顧客滿意與品牌忠誠度之相關研究」,國立高雄第一科技大學行銷與流通管理系碩士論文,民國91 年。5.李永年,「產品品質與服務品質對顧客滿意度及忠誠度之影響 – 以加油站為例」,國立政治大學企業管理研究所碩士論文,民國87 年。6.李昭男,「服務品質與價格對滿意度與忠誠度之影響」,大業大學事業經營研究所碩士論文,民國91 年。
7.周庭銳,「顧客價值與顧客忠誠度的建立」,國立高雄第一科技大學行銷與流通管理研究所碩士論文,民國91 年。
8.柯宜君,「消費者認知之產品品質、服務品質及價格對滿意度及忠誠度之影響」,國立政治大學企業管理研究所碩士論文,民國89 年。
9.莊瑞鑫,「服務品質與消費者行為意圖關係之研究」,東海大學企業管理學系碩士論文,民國89 年。10.陳正憲,「接觸介面功能與顧客行為意向關聯性之研究—不同關係發展歷程下之分析」,東吳大學商學院企業管理研究所碩士論文,民國91 年。11.曾正文,「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,民國89 年。12.黃玟瑜,「銀行業服務品質與經營績效關聯性之研究」,中正大學會計研究所碩士論文,民國88 年。13.黃星榕,「影響服務品質主要構面之探討」,元智大學工業工程研究所碩士論文,民國88 年。
14.黃振豊,黃珊倚,民國93年,供應商關係管理對物流績效影響之研究--以關係滿意度為中介變數,淡江大學商學院會計研究所。
15.黃詩彥,「企業逆物流之探索研究」,東吳大學企業管理學系碩士論文,民國87年。16.葉書芳,「服務品質、關係品質以及服務補救與顧客行為意向關係之實證研究」,國立成功大學工業管理研究所碩士論文,民國91 年。17.葉晶雯,「顧客知覺品質、滿意度與行為傾向關係之分析—以航空客運服務業為實證」,東吳大學企業管理系碩士論文,民國86 年。18.顧淑馨,忠誠度導向,編譯自費德列克 雷克海著,民國88 年。
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