英文部份
1.Anderson, Erin W., Fornell, Claes & Lehmann, Donald R. (1994), “Customer
Satisfaction, Market Share, & Profitability: Findings from Sweden.” Journal of Marketing 58 (July 1994): 53-66.
2.Armstrong, G. & Kotler P., (2000), Marketing: An Introduction , 5th ed. Upper Saddle River, NJ:Prentice Hall.
3.Anderson, Eugune W. & Mary W. Sullivan(1993), "The Antecedents and
Consequences of Customer Satisfaction for Firms", Marketing Science, 12;125- 143.
4.Baker, D.A., & Crompton, J.L. ,(2000). Quality, satisfaction and behavioral intentions. Annals of Tourism Research, 27(3), 785–804.
5.Bei, L.T., & Chiao, Y.C., (2001). An integrated model for the effects of perceived product, perceived service quality, and perceived price fairness on consumer satisfaction and loyalty. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 14, 125–140.
6.Berry, Leonard L.(1983),”Relationship Marketing in Emerging Perspectives on Service Marketing”, L. Berry, G. L. Shostack, and G.D. Upah, eds. Chicago: American Marketing Association, p.25-28.
7.Bell, S. J., Auh, S & Smalley, K. (2005), " Customer Relationship Dynamics: Service Quality and Customer Loyalty in the Context of Varying Levels of Customer Expertise and Switching cost", Journal of Academy of Marketing Science. 33 (2). Pp.169-183.
8.Berry, L. L. (1995). Relationship marketing of services—growing interest, emerging
perspectives. Journal of the Academy of Marketing Science, 23(4): 236-245.
9.Berry, L. L., & Parasuraman, A. (1991). Marketing services: competing through quality. New York.
10.Backman S. J., & Crompton, J. L. (1991). Differentiating between high, spurious, latent,
and low loyalty participants in two leisure activities. Journal of Park and Recreation Administration, 9(2), 1-14.
11.Bennett, R., Barkensjo. A., (2005). Internal Marketing, Negative Experiences, and Volunteers' Commitment to Providing High-Quality Services in a UK Helping and Caring Charitable Organization. International Journal of Voluntary and Nonprofit Organizations,16(3),251-274
12.Bolton, R. N., (1998). A Dynamic Model of the Duration of the Customer´s Relationship with a Continuous Service Provider: The Role of Satisfaction. Marketing Science, 17(1): 45- 65.
13.Brun, I., Durif, F., & Ricard, L., (2014). E-relationship marketing: a cognitive mapping introspection in the banking sector. European Journal of Marketing, 48(3-4), 572-594.
14.Chang, C.H. and Tu, C.Y., (2005). Exploring store image, customer satisfaction and customer loyalty relationship: Evidence from Taiwanese hypermarket industry. Journal of American Academy of Business, 7(2), 197-202.
15.Cardozo, R.N. (1965). An Experimental Study of Customer Effort, Expectation andSatisfaction. Journal of Marketing Research, 2, 244-249.
16.Caruana, A. (2004). The impact of switching costs on customer loyalty: A study among corporate customers of mobile telephony. Journal of Targeting, Measurement and Analysis for Marketing, 12(3), 256-268.
17.Chen, S.C. (2012). The customer satisfaction–loyalty relation in an interactive e-service setting: The mediators. Journal of Retailing and Consumer Services, 19(2): 202–210.
18.Chiu, H.C., Hsieh, Y.C., Li, Y.C., & Lee, M. (2005). Relationship marketing and consumer switching behavior. Journal of Business Research, 58(12): 1681–1689.
19.Crosby, L. A., Evans, K. R., & Cowles, D. (1990). Relationship quality in services selling: An interpersonal influence perspective. Journal of Marketing, 54(3), 68-81.
20.Cronin, J. J. & Taylor, S. A. (1992). Measuring Service Quality: Are Examination and Extension. Journal ofMarketing, 56, Iss. 3, 55-68.
21.Czepiel, J. A., Rosenberg, L. J. & Akerele, A.(1974),“Perspectiveson Consumer Satisfaction”, Quotedin AMAE ducators’ Proceedings (Chicago: American Marketing Association), p.119-123.
22.Evans, J. R. & Laskin, R. L. (1997), “The Relationship marketing Process :
A conceptualization and application”, Industrial Marketing Management , 23(5) , pp.439-452.
23.Etzel, Michael J., Bruce J. Walker, & William J. Stanton, (2001), Marketing Management
12th Edition, McGraw. Hill, Irwin.pp.120-125.
24.Flavian, C., Guinaliu, M., & Gurrea, R., (2006). The role played by perceived usability,satisfaction and consumer trust on website loyalty”, Information and Management, 43(1), 1-14.
25.Garvin, D. A.(1984), "What Does Product Quality Really Mean?", Sloan Management Review, 26(1), pp.25- 43.
26.Gronholdt, L., Martensen, A. & Kristensen, K. (2000), The relationship between
Customer Satisfaction and Loyalty: Cross-Industry different, Total Quality Management, 11, pp. 509-516.
27.Halimi, A. B., Chavosh, A., & Choshali, S. H. , (2011).”The influence of relationship marketing tactics on customer’s loyalty in B2C relationship – the role of communication and personalization,” European Journal of Economics, Finance and Administrative Sciences, 31, pp.49-57.
28.Hsieh, Y.C., Chiu, H.C., & Chiang, M.Y. (2005). Maintaining a committed online
customer: A study across search-experience-credence products. Journal of Retailing, 81(1): 75–82.
29.Haywood-Farmer, J.,(1988). A xonoeptual model of service quality. International. Journ al of Operations and Production Management, 8(6), 19-29.
30.Ittner, C. D., & Larcker, D. F. (1998). Are Non-financial measures leading indicators of financial performance? An analysis of customer satisfaction. Journal of Accounting Research, 36(Supplement), 1-46.
31.Jones, T. O., & Sasser, W. E. (1995). Why Satisfied Customers Defect. Harvard Business Review, 88-99.
32.Keaveney,Susan M. (1995), ”Customer Switching Behavior in Service Industries:An Exploratory Study” , Journal of Marketing, 59(April), pp.71-82.
33.Kenny, David W. & Frederick F. Reichheld (1990). The Hidden Advantages of Customer Retention. Journal of Retail Banking, 12(9), 12.
34.Kim, K., Kwon, S., Kurokami, H., & Haruo, O., (2010). A Study of a Scaffolding Support Strategy for Effective Global Interactive Learning: Global Interactive Learning Practice between Japanese Children and Korean Adults. International Journal for Educational Media and Technology, 4(1), 88-96.
35.Kotler (2000),“Marketing Management, Tenth edition”, Prentice – Hall ,New Jersey, pp.36-37.
36.Kotler, P. (2003). Marketing Management, Eleven Edition by Prentice Hall International Inc.
37.Kotler, P., & Armstrong, G. (2001). Principles of marketing. (9th ed.). Upper Saddle River, NJ: Prentice Hall.
38.Kotler, P. & Armstrong, G. (2006). Principles of Marketing, 11th (ED.). NJ: Pearson Education.
39.Keaveney, S. M. (1995). Customer switching behavior in service industries: an exploratory study. Journal of Marketing, 59, 71-82.
40.Lin, L.Y., & Lu, C.Y. (2010). The influence of corporate image, relationship marketing, and trust on purchase intention: The moderating effects of word-of-mouth. Tourism Review, 65(3): 16-34.
41.Lin, N.H., & Chung, I.C. (2013). Relationship marketing’s impact on relationship quality and e-loyalty. Journal of e-Business, 15(1):1-34.
42.Lee, Moonkyu & Lawrence F. Cunningham. (2001),“A Cost/Benefit Approach to Understanding Service Loyalty,”Journal of Service Marketing, 15, pp.113-130.
43.Lee, Y. K., C. K. Lee, S. K. Lee, and B. J. Babin(2008), “Festivalscapes and Patrons’ Emotions, Satisfaction, and Loyalty”, Journal of Business Research, 61,: 56-64.
44.Lehtinen (1982)“Service Quality : A Study of Quality Dimension”, unpublished working paper, Service Management Institute, Helsinki Finland, pp.15-23.
45.Nunnally, J. C., Psychometric Theory, 2nd ed. (1978), New York: McGraw-Hill.
46.Oliver, R. L. (1981) “Measurement and evaluation of satisfaction processes in retail settings”, Journal of Retailing, 57(4), 25-48.
47.Oliver, R. L. & Macmillan J.(1992), Response Determinants in Satisfaction Judgements, Journal of Consumer Research, 14,pp.495-507.
48.Ostrom,A.,& D.Iaobucci, (1995) ”Counsumer Trade-Offs and the Evaluation of services,
’Journal of Marketing, 59, Iss.1,pp.17-28.
49.Parasuraman, A., Zeithaml, V. A. & Berry L. L. (1985) . A conceptual model of service
quality and its implication for future research, Journal of , 49 (Fall), pp.41-50.
50.Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual. Journal of retailing,
64(1), 12-40.
51.Parasuraman,A., Zeithaml, V. A. & Berry, L.L. (1991). Refinement and Reassessment of The SERVQUAL Scale. Journal of Retailing, 67(4), 420-450.
52.Parasuraman, A., Zeithaml, V. A. & Berry, L. L. (1993). The Neture and Determinants of
Customer Expectations of Service. Journal of the Academy of Marketing Science, 21(1),
Winter, 1-12.
53.Palmatier, R. W., Scheer, L. K., Houston, M. B., Evans, K. R., & Gopalakrishna, S.
(2007). Use of relationship marketing programs in building customer–salesperson and
customer–firm relationships: Differential influences on financial outcomes. International
Journal of Research in Marketing, 24(3): 210–223.
54.Palmatier, R. W., Jarvis, C. B., Bechkoff, J. R., & Kardes, F. R., (2009). The role of customer gratitude in relationship marketing. Journal of Marketing, 73(5), 1-18.
55.Phillip K.H., Gus M.G., Rodney A.C., & John A.R., (2003) “Customer repurchase intention A general structural equation model” European Journal of Marketing, 37, No.11/12, pp. 1762-1800.
56.Priluck, R.(2003) “Relationship marketing can mitigate produck and service failures”
Journal of Services Marketing , 17 (No.1), pp.37-48.
57.Rapp, S. & Collins, T. (1990), The Great Marketing Turnaround, Prentice-Hill, Englewood Cliff, N.J.
58.Ravald, A. & Gronroos, C., (1996). The value concept and relationship Marketing. European Journal of Marketing, 30(2), 19-30.
59.Rechinhheld F. E., & Sasser, W. E. (1990), Zero defections: Quality comes to service, Harvard Business Review, 68(5), 105-111.
60.Reichheld, F., & Kenny, D. (1990). The Hidden Advantages of Customer Retention. Journal of retail Banking, XII(4), 19-23.
61.Roberts, K., Varki, S., & Brodie, R. (2003). Measuring the quality of relationships
in consumer services: an empirical study. European Journal of Marketing, 37(12),
169-196.
62.Sasser,W.E.,R.P. Olsen & D.D. Wyckoff, (1978), ”Management of Service Operation :Text and Cases” ,Allyn and Bacon Inc., pp150-175.
63.Sheth, J. N., & Parvatlyar, A. (1995). Relationship marketing in consumer markets:
Antecedents and consequences. Journal of the Academy of Marketing, 23(4): 255–271.
64.Singh, Jagdip & Deepak Sirdeshmukh, (2000), Agency and Trust Mechanisms in
Consumer Satisfaction and Loyalty Judgments. Journal of the Academy of Marketing Science, 28(1) , 150-167.
65.Sirdeshmukh, Deepak, Singh Jagdip & Sabol, Barry.Consumer Trust, Value, and Loyalty
in Relational Exchanges, Journal of Marketing, (2002), 66, pp. 150 -167.
66.Stum, D.L. & Thiry, A. Building Customer Loyalty, Training and Development Journal,
(1991), April, pp.34-36.
67.Smith, B. Buyer-seller relationships: bonds, relationship management, and sex-type.
Canadian Journal of Administrative Sciences, (1998), 15(1): 76–92.
68.Streukens, S., van Hoesel, S., & de Ruyter, K. Return on marketing investments in B2B customer relationships: A decision-making and optimization approach. Industrial Marketing Management, (2011), 40(1), 149-161.
69.Westbrook, R. A. Sources of customer satisfaction with retail outlets. Journal of Retailing, (1981), 57(3), 68-85.
70.Wong, A., & Sohal, A., Service Quality and Customer Loyalty Perspectives on Two Levels of Retail Relationships. Journal of Services Marketing, (2003), 17(4-5), 495–513.
71.Zeithaml, V. A. Consumer Perceptions of Price, Quality and Value:
A Means-End Model and Synthesis of Evidence. Journal of Marketing, (1988), 52, 2-22.
72.Zeithaml, V. A., Berry, L. L., & Parasuraman, A. The behavioral consequ-ences of service quality. Journal of Marketing, (1996), 60(2), 31-46.
73.Zeithaml, V.A. & Bitner, M.J., (2000). Services marketing: integrating customer focus across the firm (2rd. ed). London :McGraw-Hill.
中文部份
1.丁學勤、陳正男,內容分析建構量販商店形象決定因素之研究。管理評論,21(1),85-113,2002。
2.吳怡璁,Optometric Practice Management視光師的營業管理。當代眼鏡雜誌,第268期,頁18,2007。
3.李城忠,運動服務業關係品質對顧客忠誠度影響之探討-YMCA游泳俱樂部之實證研究。朝陽科技大學碩士論文,2005。4.李孟訓、周建男、林俞君,休閒農場之服務品質、關係品質與顧客忠誠 度之關聯性研究。農業經濟半年刊,80,125-168,2006。5.李茂興、戴靖惠、吳偉慈譯,Swartz, A. and Iacobucci, D.原著,「服務業的行銷與管理」,初版,弘智文化事業有限公司出版,2002。
6.李佩娗,網路銀行服務品質與顧客滿意度之研究,國立成功大學統計學研究所碩士論文,2005。7.李城忠、林孟潔,運動健身俱樂部個人教練之專業知能、顧客滿意度與 顧客忠誠度之研究。大葉大學運動事業管理學系,人文暨社會科學期刊第一卷第二期, pp. 55-64, 2005。8.余溪水與侯博仁,關係行銷、顧客滿意度與忠誠度之研究-以高科技產業為例。聯大學報 6(2),323-343,2009。
9.江熊一楓,服務品質、品牌權益對顧客忠誠度關係之研究,國立彰化師範大學企業管理學系國際企業經營管理碩士論文,2014。10.林隆儀.徐稚軒.陳俊碩,寬頻網路關係行銷結合類型、 服務品質、關係品質與轉換成本對顧客忠誠之影響。輔仁管理評論,16(1): 37-68,2009。
11.林豐瑞、蔡佩霖、吳沂貞、黃怡菁和許旻惠,休閒產業體驗行銷、品牌形象與顧客滿意度關係之研究:以清境農場為例。農業推廣文彙,55,157-177,2010。
12.林耀南、徐達光,服務品質、關係品質與顧客忠誠度關係之研究-以北部地區溫泉旅館為例,管理研究學報,第7卷第2期,2008。13.林宏益,眼鏡公司的行銷組合與服務品質對顧客滿意度與顧客忠誠度之實證研究-以大台北地區為例,實踐大學企業管理學系,2009。
14.洪順慶,管理服務品質,台北:新陸書局股份有限公司,2001。
15.洪嘉蓉,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 訊管理研究所碩士論文,2004。16.柯泰全,服務品質與顧客滿意度關係之探討─以臺中市眼鏡業為例,私立大葉大學事業經營研究所碩士班,碩士論文,2006。17.柯明志,眼鏡業單店經營關鍵成功因素之研究。長榮大學高階管理碩士在職專班碩士論文,2012。18.祝道松、洪晨桓與陳怡安,以服務利潤鏈觀點探討顧客忠誠度之建立─以本國銀行為例,顧客滿意學刊,第三卷,第二期,頁 95-120,2007。19.徐美華,餐廳關係行銷、服務品質與顧客滿意度及忠誠度之關聯性-以大台北地區日小火鍋餐廳為例,南台科技大學高階主管企管碩士班碩士論文,2014。20.高耀宗,眼鏡業之品牌信任與顧客忠誠度對顧客終身價值之研究,美和技術學院經營管理研究所碩士論文,2008。21.高義芳、鄭舜仁、周宗潁、陳怡妃、陳瑞成,從關係行銷觀點研究影響關係品質與忠誠度意圖之關係-以西藥產業為例。管理科學與統計決策,第五卷第二期,21-32,2008。22.許世芸、蔡進發、蕭至惠、李佳臻,關係行銷對服務品質、關係品質與顧客忠誠度影響之研究。管理實務與理論研究,1(1): 144-166,2007。23.陳卜僑,關係行銷品質對服務品質與顧客滿意度之干擾效果--以高雄市地區3C連鎖通路體系之消費者為例。義守大學管理碩博士班碩士論文,2014。24.陳欣壽,關係行銷與服務品質對產品續購之研究。中興大學高階經理在職專班碩士論文,2015。25.陳沛均,服務品質對於顧客滿意度與忠誠度之影響- 以台灣地區眼鏡公司為例。國立中正大學高階主管管理碩士在職專班碩士論文,2015。26.陳順興、吳逸萍,全面品質管理對行銷管理、顧客滿意度與顧客忠誠度影響之研究 ─以國內證券業為例,品質學報,第19卷第5期,2012。27.郭美秀,關係行銷及服務品質對消費者再購意願與滿意度之影響-以旅遊業為例,國立臺南大學科技管理碩士班碩士論文,2013。28.郭德賓、周泰華、杜富燕,服務業顧客滿意評量方式之重新檢驗,台大管理論叢,第11卷第1期,頁103-132,2000。
29.張如瑩,手搖茶飲店服務品質、顧客滿意度與忠誠度相關性之研究: 以苗栗地區國、高中生為例,亞洲大學國際企業學系碩士在職專班碩士論文,2015。30.曾騰立,關係行銷、轉換成本、服務品質對顧客滿意度與忠誠度之影響 - 以台灣航空貨運承攬業為例。國立海洋科技大學航運管理研究所碩士論文,2011。31.曾建榮,服務創新驅力與創新類型對其績效之影響:服務主導邏輯觀點。國立高雄第一科技大學管理學院博士班,博士論文,2014。32.黃春美,關係行銷、服務品質及關係品質對客戶行為意向影響之探討-以臺灣菸酒公司為例。國立東華大學管理學院高階經營管理碩士論文,2011。33.黃振誼、王玉珍,保險業關係行銷策略之研究。育達科大學報,第三十三期,1-22,2012。
34.黃麗雅,給的愈多,得到更少?探討不同服務品質程度對顧客忠誠度之影響,國立中山大學人力資源管理研究所碩士論文,2015。35.賴永盛,光學眼鏡單店經營服務品質與顧客滿意對顧客忠誠度及購買意願關係之研究-以大統眼鏡店為例,中華醫事科技大學視光產業碩士專班,2013。36.蔡辰欣,關係行銷、服務品質、顧客滿意度與忠誠度之研究-以汽車旅館業為例。元智大學工業工程與管理學系,2105。
37.蔡欣容,化妝品專櫃人員幽默感、關係行銷、關係品質與忠誠度關係,台南應用科技大學生活服務產業系生活應用科學碩士,東方學報第35 期,2014。38.葉華容,顧客關係、服務品質與顧客忠誠度之研究-以網路購物為例,東吳大學企業管理學系碩士論文,2001。
39.謝明芳、廖焜熙,服務品質、品牌形象、顧客滿意度與顧客忠誠度之相關研究-以南部休閒渡假產業為例,致遠大學,產學實務研究論文發表研討會,2010。
40.謝淑雲,行銷品質對服務品質與顧客滿意度之干擾效果-- 以高雄市地區3C連鎖通路體系之消費者為例。義守大學管理碩博士班碩士論文, 2014。
41.劉來興,連鎖眼鏡業之服務品質與顧客滿意度之相關性研究一以南部運動休閒型太陽眼鏡為例。康寧大學休閒管理研究所,2013。
42.鍾鎔壕,服務人員之專業能力與情緒能力對關係品質及顧客忠誠之影響:以眼鏡業為例。臺北大學企業管理學系碩士在職專班碩士論文,2014。43.鍾依玲,品牌形象、服務品質與關係行銷對金融機構顧客終身價值之關聯性研究。國立東華大學國際企業學系碩士論文,2015。44.顏國充,探討服務品質、關係品質對顧客忠誠度之影響-以S公司為例。國立嘉義大學管理學院碩士在職專班碩士論文,2011。45.鄭嘉萍,服務品質、關係行銷與顧客滿意度關係之研究-以高雄地區肯德基為例,樹德科技大學經營管理研究所碩士論文,2014。46.鄭傑舜,關係行銷及服務品質對顧客滿意度影響之研究 --以銀行業之法人金融部門為例,國立成功大學管理學院高階管理碩士在職專班碩士論文,2006。參考網站
1.經濟部工業局
http://www.bpaper.org.tw/strategy/%E7%9C%BC%E9%8F%A1%E8%88%87%E9%9A%B1%E5%BD%A2%E7%9C%BC%E9%8F%A1%EF%BC%88glasses-and-contact-lenses%EF%BC%89%E7%94%A2%E6%A5%AD/
2.經濟部統計處
http://www.moea.gov.tw/Mns/dos/bulletin/Bulletin.aspx?kind=19&html=1&menu_id=10197&bull_id=2254
3.教育部統計處
http://depart.moe.edu.tw/ED4500/cp.aspx?n=1B58E0B736635285&s=D04C74553DB60CAD
4.經濟部工業局台灣精品品牌協會,2014
http://www.bpaper.org.tw/strategy/%E7%9C%BC%E9%8F%A1%E8%88%87%E9%9A%B1%E5%BD%A2%E7%9C%BC%E9%8F%A1%EF%BC%88glasses-and-contact-lenses%EF%BC%89%E7%94%A2%E6%A5%AD/
5.臺灣博碩士論文知識加值系統
http://ndltd.ncl.edu.tw/cgi-bin/gs32/gsweb.cgi/login?o=dwebmge
6.內政部統處
http://www.moi.gov.tw/stat/chart.aspx
7.TCFA台灣連鎖暨加盟協會
http://www.tcfa.org.tw/asp/left_main.asp?act=anndetail&sn=9184739&class=6
8.眼鏡世界|眼鏡人
http://www.4yan.net/show-15-15221-1.html