林南耀，(2008)，「PZB品質模式與顧客滿意度實證研究－大型診斷醫療設備售後服 務為例」，國立成功大學經營管理研究所未出版碩士論文。李俊緯，(2008)，「售後服務對消費者選擇品牌影響之探討－以筆記型電腦產業為例」， 玄奘大學國際企業學系未出版碩士論文。林南宏、何幸庭，( 2009)，「顧客價值與顧客關係管理績效之研究－來自台灣銀行業 的顧客觀點」，顧客滿意學刊，第 5 卷 2 期：1-36。林啟發，(2006)，「亞洲地區辦公室建築外殼節能計劃」，國立成功大學建築學系未 出版碩士論文。胡政源，(2007)，「顧客關係管理-創造顧客價值」，台北縣：新文京開發。
陳雅琴，(2007)，「臺灣冷氣機消費者選購評估因素之研究-以三大區域消費者為例」， 淡江大學商學院國際商學未出版碩士論文。曾偉智，(2001)，「高效率變頻空調壓縮機驅動器之研製」，國立中山大學電機工程 學系研究所未出版碩士論文。黃有財，(2001)，「吸收式空調系統能源應用最佳化解析」，國立台北科技大學電機 工程系碩士班未出版碩士論文。黃建華，(2007)，「國產軍品售後服務品質對顧客滿意度之影響」，大葉大學事業 經營研究所未出版碩士論文。張偉豪，(2013)，「SEM論文寫作不求人」，初版增訂二刷，高雄：三星統計服務有 限公司。
Anderson, E. and M. Sullivan, (1993), “The Antecedents and Consequences of Customer
Satisfaction for Firms”, Marketing Science, 12(2), 125-143.
Anell, I. Barbro and T. L. Wilson, (2002), “Creating Competitive Advantage in the
Knowledge Economy”, Competitiveness Review, 12 (1), 26-37.
Anderson, J. C., and D. W. Gerbing, (1988), “Structural Equation Modeling in Practice:
A Review and Recommended Two-Step Approach”, Psychological Bulletin, 103(3),
411-423.
Armstrong, G. and P. Kotler, (2000), Marketing: An Introduction, 5th ed, Upper Saddle
River, NJ: Prentice-Hall.
Asugman, Gulden, J. L. Johnson, and J. M. Cullough, (1997), “The Role of After-sales
Service in International Marketing”, Journal of International Marketing, 5(4), 7-8.
Bauer, H. H., M. Grether, and M. Leach, (2002), “Building Customer Relations over the
Internet”, Industrial Marketing Management, 31(2), 155-163.
Bejou, D., and A. Palmer, (1998), “Service Failure and Loyalty: an Exploratory Empirical
Study of Airline Customers”, Journal of Services Marketing, 12(1), 7-22.
Bentler, P. M., and D. G. Bonett, (1980), “Significance Tests and Goodness of Fit in the
Analysis of Covariance Structures”, Psychological Bulletin, 88(3), 588-606.
Bettencourt, L. A., (1997), “Customer Voluntary Performance: Customers as Partners in
Service Delivery”, Journal of Retailing, 73(3), 383-406.
Blattberg, R., Getz, G., and J. Thomas, (2001), Customer Equity: Building and Managing
Relationships as Valuable Assets. Boston: Harvard Business School Press.
Blois, K., (1997), “Are Business-to-Business Relationships Inherently Unstable?”,
Journal of Marketing Management, 13(5), 368-382.
Bolton, R. N., and J. H. Drew, (1991), “A Multistage Model of Customers’Assessments
of Services Quality and Value”, Journal of Consumer Research, 17(4), 375-385. Bolton, R. N., K. N. Lemon, and P. C. Verhoef, (2004), “The Theoretical Underpinnings
of Customer Asset Management: A Framework and Propositions for Future
Research”, Journal of the Academy of Marketing Science, 32(3), 271-292.
Cardozo, R. N., (1965), “An Experimental Study of Customer Effort, Expectation, and
Satisfaction”, Journal of Marketing Research, 11(8), 244-249.
Chaudhuri, A., and M. B. Holbrook, (2001), “The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty”, Journal of Marketing, 65(2), 81-93.
Cohen, Morris A, and H. L. Lee, (1990), “Out of Touch with Customer Needs? Spare
Parts and After Sales Service”, Sloan Management Review, 31 (2), 55-66.
Cronin, J. J., Brady, M. K., and Hult, G., Tomas M., (2000), “Assessing the Effects of Quality, Value and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments”, Journal of Retailing, 76, 193-28.
Crosby, L.A., K. R. Evans, and Cowles, (1990), “Relationship Quality in Services Selling:
An Interpersonal Influence Perspective”, Journal of Marketing, 54(3), 68-81.
Dodds, W. B., and K. B. Monroe, (1985), “The Effect of Brand Price Information on
Subjective Product Evaluations”, Advances in Consumer Research, 12(1), 85-90.
Dodds, W. B., K. B. Monroe, and D. Grewal, (1991), “The Effects of Price, Brand, and
Store Information on Buyers’ Product Evaluations”, Journal of Marketing Research,
28(3), 307-319.
Dwyer, F. R., P. H. Schurr and S. Oh, (1987), “Developing Buyer-Seller Relationships”,
Journal of Marketing, 51(2), 11-27.
Flott, L. W., (2002), “What is SPC?”, Metal Finishing, 100(2), 112-114.
Fornell, C. R. and F. F. Larcker, (1981), “Structural Equation Models with Unobservable
Variables and Measurement Error”, Journal of Marketing Research, 18, 39-51. Fullertion, G, (2003), “When does Commitment Lead to Loyalty?”, Journal of Service
Research, 5(4), 333-344.
Garbarino, E., and M. Johnson, (1999), “The Different Roles of Satisfaction, Trust and
Commitment in Customer Relationships”, Journal of Marketing, 63(2), 70-87. Grewal, D., K. B. Monroe, and R. Krishnan, (1998), “The Effects of Price-Comparison
Advertising on Buyers’ Perceptions of Acquisition Value, Transaction Value and
Behavioral Intentions”, Journal of Marketing, 62(2), 46-59.
Gronholdt. L., A. Martensen, and K. Kristensen, (2000), “The Relationship between Customer Satisfaction and Loyalty: Cross-Industry Differences”, Total Quality Management, 11, 509-514.
Gwinner, K. D., D. Gremler and M. J. Bitner, (1998), “Relational Benefits in Services Industries: The Customer’s Perspective”, Journal of the Academy of Marketing Science, 26(1), 101-14.
Hair, J. F. Jr, R. E. Anderson, R. L. Tatham and W. C. Black, (2009), Multivariate Data
Analysis, 7th ed, Englewood Cliffs, NJ: Prentice Hall.
Harris, L. C. and M. MH. Goode, (2010), “Online Service Scopes, Trust, and Purchase
Intentions”, Journal of Services Marketing, 24(3), 230-243.
Hightower, R., M.K. Brady and T. L. Baker, (2002), “Investigation the Role of the Physical Environment in Hedonic Service Consumption: An Exploratory Study of Sporting Events”, Journal of Business Research, 55(9), 697-707.
Hsu, C. L., and H. P. Lu., (2004), “Why do People Play Online Games? An Extended
TAM with Social Influences and Flow Experience”, Information and Management,
41(7), 853-868.
Huang, M. H., (2008). Designing website attributes to induce experiential encounters.
Computers in Human Behavior, 19, 425–442.
Huang, P. F., （1998）, “Relationship Marketing: Investigation into Consumers’ Initiation, Maintenance and Adjustment/Disengagement of Marketing Relationship,” Business Administration, The University of Mississippi.
Ivens, B. S., (2004), “How Relevant Are Different Forms of Relational Behavior? An Empirical Test Based on Macneil's Exchange Framework”, Journal of Business and Industrial Marketing, 19(5), 300-309.
Jackson, Barbara Bund, Winning and Keeping, (1985), Industrial Customers: The Dynamic of Customer Relationship, Lexington, KY: Lexington BOOKs, MAD: D.C. Heath.
Jeffries, F. L. and R. Reed, (2000), “Trust and Adaptation in Relational Contracting”,
Academy of Management Review, 25(4), 873-882.
Johnson, D., and K. Grayson, (2005), “Cognitive and Affective Trust in Service
Relationships”, Journal of Business Research, 58, 500-507.
Jones, M. A., D. L. Mothersbaugh, and S. E. Beatty, (2000), “Switching Barriers and
Repurchase Intentions in Service”, Journal of Retailing, 76(2), 259-274.
Jones, T. O. and W. E. Jr. Sasser (1995), “Why Satisfied Customer Defect”, Harvard
Business Review, 73(6), 88-99.
Kline, R. B. (2011), Principles and Practice of Structural Equation Modeling, 3rd ed., New York: Guilford.
Kotler, P. (1988), Marketing Management: Analysis, Planning and Control. Prentice-Hall, Englewood Cliffs, NJ.
Kotler, P. (2000), Marketing Management. Upper Saddle River, NJ: Prentice Hall. Kotler, P. (2003), Marketing Management. Prentice-Hall, Upper Saddle River, NJ. Kumar, N., J.D. Hibbard, and L.W. Stern, (1994), “Consequences of Marketing Channel
Intermediary Commitment “, Marketing Science Institute, 94-115.
Kumar, V., George, M. and Pancras. J, (2008), “Cross-Buying in Retailing: Drivers and
Consequences”, Journal of Retailing, 84, 15-27.
Kuo, Y. F, C. M. Wu, and W. J. Deng, (2009), “The Relationships among Service Quality, Perceived Value, Customer Satisfaction, and Post-Purchase Intention in Mobile Value-Added Services”, Computers in Human Behavior, 25(4), 887-896.
Lalonde, Bernard J. and Paul H. Zinszer, (1976), “Customer Service: Meaning and
Measurement”, National Council of Physical Distribution Management, 281. Lambert, D. M., A. Shrma, and M. Levy, (1997), “What Information Can Relationship
Marketers Obtain from Customer Evaluations of Salespeople”, Industrial Marketing
Management, 26, 177-187.
Liang, C., H. Chen, and W. Wang, (2008), “Does Online Relationship Marketing
Enhance Customer Retention and Cross-Buying”, Service Industries Journal, 28(6),
769-787.
Liang, C. J. and H. J. Chen, (2009), “A Study of the Impacts of Website Quality on Customer Relationship Performance”, Total Quality Management and Business Excellence, 20(9), 971- 988.
Liljander V. and I. Roos, (2002), “Customer-Relationship Levels – from Spurious to True
Relationships”, The Journal of Services Marketing, 16 (7), 593-641.
MacCallum, R. C., and S. Hong, (1997), “Power Analysis in Covariance Structure Modeling Using GFI and AGFI”, Multivariate Behavioral Research, 32(2), 193-210. Macintosh, G. and L.S. Lockshin, (1997), “Retail Relationships and Store Loyalty: a Multi-Level Perspective”, International Journal of Research in Marketing, 14(5),
487-497.
Molina, M. E. R., I. G. Saura, and H. C. Garcia, (2010), “The Moderating Role of Age on
the Relationship between Perceived Value”, Retail ICT and Customer Loyalty. 43,
65-91.
Monroe, K. and Krishnan, R., (1985), “The Effect of Price on Subjective Product Evaluation. In J. Jacoby and J. C. Olson（Eds.）”, Perceived Quality: How Consumers View Stores and Merchandise, 209-232. Lexington, MA: Lexington
Book.
Monroe, K. B., (2003), Pricing: Making Profitable Decisions, 5nd Edition, New York, NY: McGraw Hill.
Moorman, C., R. Deshpande and G. Zaltman, (1993), “Factors Affecting Trust in Market
Research Relationships”, Jonrnal of Marketing, 57, 81-81.
Morgan, R. M. and S. D. Hunt, (1994), “The Commitment-Trust Theory of Relationship
Marketing”, The Journal of Marketing, 58(7), 20-38.
Mukherjee, A. and P. Nath, (2007), “Role of Electronic Trust in Online Retailing: a Re-Examination of the Commitment-Trust Theory”, European Journal of Marketing, 41(9/10), 1173-1202.
Ngobo, P. V. (2004), “Drivers of Customers’ Cross-Buying Intentions”, European Journal of Marketing, 38, 1129-1157.
Oliver, R. L., (1981), “Measurement and Evaluation of Satisfaction Processes in Retailing
Setting”, Journal of Retailing, 57, 25-48.
Oliver, R. L., (1993), “Cognitive, Affective, and Attribute Base of the Satisfaction
Response”, Journal of Consumer Research, 418-430.
Oliver, R. L. and Desarbo, W. S., (1998), “Response Determinants in Satisfactions, Judgments”, Journal of Consumer Research, 4(14), 495-507.
Park, C. H. ad Y. G. Kim, (2003), ”Identifying Key Factors Affecting Consumer Purchase
Behavior in an Online Shopping Context”, International Journal of Retail and
Distribution Management, 31(1), 16-29.
Parasuraman, A. and D., Grewal, (2000), “The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda”, Journal of the Academy of Marketing Science, 28, 168-174.
Patterson, P. G. and Spreng, R. A. (1997), “Modeling the Relationship between Perceived Value, Satisfaction and Repurchase Intentions in a Business-To-Business, Serices Context: An Empirical Examination”, International Journal of Service Industry Management, 8(5), 414-434.
Ruyter, K.D and M. Wetzels, (2000), “Customer Equity Considerations in Service Recovery: a Cross-Industry Perspective”, International Journal of Service Industry Management, 11(1), 91-108.
Schumacker, R. E. and R. G. Lomax, (2004), A Beginner’s Guide to Structural Equation
Modeling, 2th ed., Mahwah, NJ: Lawrence Erlbaum Associates.
Selnes, F., (1998), “Antecedents and Consequences of Trust and Satisfaction in
Buyer-Seller Relationships”, European Journal of Marketing, 32 (3/4), 305-322.
Seyal, A. H., M. M. Rahim, and M. N. Rahman, (2002), “Determinants of Academic Use of the Internet: A Structural Equation Model”, Behavior and Information Technology, 21(1), 71-86.
Sharma N. and P. G. Patterson, (1999), “The Impact of Communication Effectiveness and Service Quality on Relationship Commitment in Consumer, Professional Services”, The Journal of Services Marketing, 13 (2), 151-170.
Shemwell, Donald J., Ugur Yavas, and Zeynep Bilgin, (1998), ”Customer-Service Provider Relationship: An Empirical test of a Model of Service Quality, Satisfaction and Relationship-Oriented Outcomes”, International Journal of Service Industry Management, 9(2), 155-168.
Slater, S., (1996), “The Challenge of Sustaining Competitive Advantage”, Industrial
Marketing Management, 25 (1), 79-86.
Smith, J. B., and D. W. Barclay, (1997), “The Effects of Organizational Differences and
Trust on the Effectiveness of Selling Partner Relationship”, Journal of Marketing,
61(1), 3-21
Stewart, M. B., (2003), “The Impact of the Introduction of the UK Minimum Wage on the Employment Probabilities of Low Wage Workers”, Mimeo, Forthcoming in Journal of the European Economics Association, University of Warwick.
Swann, William. B. Jr. and Michael J. Gill, (1997), “Confidence in Person Perception: Do We Know What We Think About Our Relationship Partners?”, Journal of Personal and Social Psychology, 73(4), 747-757.
Ulaga, W. and A. Eggert, (2006), Relationship Value and Relationship Quality: Broadening the Homological Network of Business-to-Business Relationships, European Journal of Marketing, 40, 311-327.
Venetis, K. A., and Pervez, N. G., (2004), “Service Quality and Customer Retention:
Building Long-Term Relationships”, European Journal of Marketing, 11, 577-1598. Verhoef, P. C., P. H. Franses, and J. C. Hoekstra, (2001), “The Impact of Satisfaction and Payment Equity on Cross Buying: A Dynamic Model for a Multi-Service Provider”,
Journal of Retailing, 77(3), 359-378.
Verhoef, P. C., (2003), “Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development”, Journal of Marketing, 67(1), 30-45.
Woodruff, R. B., (1997), “Customer Value: The Next Source for Competitive Advantage”,
Journal of the Academy of Marketing Science, 25(2), 139-153.
Yang, Z., and R. T. Peterson., (2004), “Customer Perceived Value, Satisfaction, and
Loyalty: The Role of Switching Costs”, Psychology and Marketing, 21(10), 99-822. Zeithaml, V.A., L. L. Berry, and A. Parasuraman, (1996), “The Behavioral Consequences
of Service Quality”, Journal of Marketing, 60(2), 31-46.
Zeithaml, V. A., (1998), “Consumer Perceptions of Price, Quality, and Value: A
Means-End Model and Synthesis of Evidence”, Journal of Marketing, 52(3), 2-22.