臺灣博碩士論文加值系統

本研究依據Oliver(1997, 1999)所提出之「認知－情感－意欲之忠誠架構」，探討品牌可信度及服務便利性對服務品質與忠誠度之關係所產生的影響，並進一步驗證熟悉度之調節效果。因此，本研究之目的為：(1)檢驗服務便利性與知覺服務品質、整體滿意度及忠誠度之關係；(2)探討品牌可信度對服務便利性及知覺服務品質之影響；(3)驗證熟悉度對服務便利性與整體滿意度及知覺服務品質與整體滿意度之調節效果。
本研究蒐集362份問卷，其中354份為有效樣本。在研究分析方面，本研究運用結構方程模式進行模式配適度檢定及假設驗證。
研究結果發現，品牌可信度對服務便利性及知覺服務品質皆有正向之影響，其次，服務便利性會正向影響整體滿意度及忠誠度，而知覺服務品質中，僅員工品質與服務便利性有正向之關聯。最後，滿意度會正向影響到顧客忠誠度。在熟悉度方面，本研究之分析結果亦證實不同程度之熟悉對知覺服務品質與滿意度間之關係會產生不同的調節效果。

This research bases on the cognitive-affective-conative loyalty framework of Oliver (1997, 1999) and tests how service convenience and brand credibility affect the relationship between service quality and loyalty. These relationships are then hypothesized to be moderated by high versus low knowledge. Therefore, the purposes of this research are: (1) examining how service convenience affects service quality, satisfaction, and loyalty; (2) examining if brand credibility affect service convenience and service quality; (3) testing whether familiarity moderate the relationship between service convenience and satisfaction and the relationship between service quality and satisfaction.
This research received a total of 362 returned questionnaires, in which 354 were valid, and the proposed model was evaluated using SEM, which is a powerful second-generation multivariate technique for analyzing causal models with an estimation of the two components of a causal model: measurement and structural models.
The results show that brand credibility has positive relationship with both service convenience and service quality. Second, service convenience has positive impact on both satisfaction and loyalty, but only employee service quality has positive relationship with service convenience. Third, satisfaction and loyalty have positive relationship. Finally, the relationship between service quality and satisfaction is moderated by familiarity.

誌謝…………………………………………………………………………………i
摘要…………………………………………………………………………………ii
Abstract…………………………………………………………………………iii
目錄…………………………………………………………………………………iv
表目錄…………………………………………………………………………….vii
圖目錄……………………………………………………………………………viii
第一章 緒論……………………………………………………………………1
第一節 研究背景與動機…………………………………………………1
第二節 研究目的…………………………………………………………2
第三節 研究範圍與對象…………………………………………………2
第四節 研究流程…………………………………………………………3
第二章 文獻探討………………………………………………………………5
第一節 服務便利性………………………………………………………5
一、服務便利性之定義…………………………………………………5
二、服務便利性之構面…………………………………………………7
第二節 服務品質………………………………………………………………5
一、服務品質之定義……………………………………………………5
二、服務品質之構面……………………………………………………8
三、服務品質之衡量…………………………………………………11
第三節 滿意度…………………………………………………………12
一、滿意度之定義……………………………………………………12
二、滿意度之衡量……………………………………………………14
第四節 忠誠度…………………………………………………………16
一、忠誠度之定義……………………………………………………16
三、忠誠度之衡量……………………………………………………17
第五節 品牌可信度……………………………………………………19
一、品牌可信度之定義………………………………………………19
二、品牌可信度之構面………………………………………………20
第六節 熟悉度…………………………………………………………21
第三章 研究方法………………………………………………………………22
第一節 研究架構及構面定義…………………………………………22
第二節 研究假說………………………………………………………24
一、服務便利性與知覺服務品質、整體滿意度及忠誠度之關係…24
二、知覺服務品質與整體滿意度之關係……………………………25
三、整體滿意度與忠誠度之關係……………………………………26
四、品牌可信度與服務便利性及知覺服務品質忠之關係…………26
五、熟悉度之調節效果………………………………………………27
第三節 研究問卷………………………………………………………28
第四節 研究對象與分析………………………………………………29
一、研究對象…………………………………………………………29
二、研究分析…………………………………………………………30
第四章 研究結果………………………………………………………………31
第一節 基本資料敘述性統計分析………………………………………31
第二節 驗證性因素分析…………………………………………………32
第三節 假設檢定………………………………………………………………37
第四節 熟悉度調節效果………………………………………………………40
第五章 結論與建議……………………………………………………………41
第一節 研究結論………………………………………………………41
第二節 實務意涵………………………………………………………42
第三節 研究限制與未來研究方向……………………………………43
第六章 參考文獻………………………………………………………………45
附件一……………………………………………………………………………58

1.Alba, J. W. &; Hutchinson, J. W. (1987). Dimensions of consumer expertise. Journal of Consumer Research, 13(4), pp.411-435.
2.Anderson, J. C. &; Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), pp.411-423.
3.Anderson, E. W. &; Sullivan, M. W. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing Science, 12(2), pp.125-143.
4.Anderson, E. W., Fornell, C., &; Lehmann, D.R. (1994). Customer satisfaction, market share, and profitability: findings from Sweden. Journal of Marketing, 58(3), pp.53-66.
5.Abu-Ghazzeh, T. M. (1996). Movement and way finding in the King Saud University built environment: A look at freshman orientation and environment information. Journal of Environment Psychology, 16(4), pp.303-318.
6.Brown, G. H. (1952). Brand loyalty: fact or fiction? Advertising Age, 23(1), pp.53-55.
7.Bettman, J. R. &; Park, C. W. (1980). Effects of price knowledge and experience and phase of the choice process on consumer decision processes: A protocol analysis. Journal of Consumer Research, 7(3), pp.234-248.
8.Blair, E. A. &; Landon, E. L., Jr. (1981). The effects of reference prices in retail advertisements. Journal of Marketing, 45(2), pp.61-69.
9.Brucks, M. (1985). The effects of product class knowledge on information search behavior. Journal of Consumer Research, 12(1), pp.1-16.
10.Baron, R. M. &; Kenny, D. A. (1986). The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51(6), pp.1173-1182.
11.Bagozzi, R.P. &; Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), pp. 74-94.
12.Brown, L. G. (1989). The strategic and tactical implications of convenience in consumer product marketing. Journal of Consumer Marketing, 6(3), pp.13-19.
13.Bitner, M. J. (1990). Evaluating services encounters: the effects of physical surroundings and employee responses. Journal of Marketing, 54(2), pp. 69-82.
14.Brown, L. G. (1990). Convenience in services marketing. The Journal of Services Marketing, 4(1), pp.53-59.
15.Bagozzi, R. P., Yi, Y. &; Singh, S. (1991). On the use of structural equation models in experimental designs: Two extensions. International Journal of Research in Marketing, 8(2), pp.125-140.
16.Biswas, A. &; Blair, E. A. (1991). Contextual Effect of Reference Prices in Retail Advertisements. Journal of Marketing, 55(3), pp.1-12.
17.Biswas, A. (1992). The moderating role of brand familiarity in reference price advertisement. Journal of Business Research, 25(3), pp.251-262.
18.Brown, T. J., Churchill, G. A. Jr., &; Peter, J. P. (1993). Research note: improving the measurement of service quality. Journal of Retailing, 69(9), pp.127-139.
19.Berry, L. L., Seiders, K. &; Grewal, D. (2002). Undserstanding service convenience. Journal of Marketing, 66(3), pp.1-17.
20.Cardozo, R. N. (1965). An experimental study of customer effort, expectation, and satisfaction. Journal of Marketing Research, 2(3), pp.244-249.
21.Churchill, G. A. &; Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. Journal of Marketing Research, 19(4), pp.491-504.
22.Czepiel, J. A. (1974). Word-of-mouth processes in the diffusion of a major technological innovation. Journal of Marketing Research, 11(2), pp.172-180.
23.Czepiel, J. A. &; Resenberg, L. J. (1976). The study of consumer satisfaction: addressing the ‘so what’ question. In Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction, Hunt, H. K. ed., Cambridge, MA: Marketing Science Institute, pp.92-119.
24.Carman, J. M. (1990). Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions. Journal of Retailing, 66(1), pp.33-35.
25.Cronin, J. J. Jr. &; Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. Journal of Marketing, 56(3), pp.55-68.
26.Cronin, J. J., Jr. &; Taylor, S. A. (1994). SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality. Journal of Marketing, 58(1), pp. 125-131.
27.Carmon, Z., Shanthikumar, J. G. &; Carmon, T. F. (1995). A psychological perspective on service segmentation models: the significance of accounting for consumers’ perceptions of waiting and service. Management Science, 41(11), pp.1806-1815.
28.Cram, T. (2001). Customers that count. London: Financial Times/Prentice Hall.
29.Chaudhuri, A. &; Holbrook, M. B. (2001). The chain of effects from brand trust and brand affect to brand performance: The role of brand loyalty. Journal of Marketing, 65(2), pp.81-93.
30.Chiou, J. S., Droge, C. &; Hanvanich, S. (2002). Does customer knowledge affect how loyalty is formed? Journal of Service Research, 5(2), pp.113-124.
31.Drucker, D. C. (1950). Some implications of work hardening and ideal plasticity. Quarterly of Applied Mathematics, 7(4), pp.411-418.
32.Day, R. L. (1977). Toward a process model of consumer satisfaction. in Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction, Hunt, H. K. ed., Cambridge, MA: Marketing Science Institute, pp.153-183.
33.Day, R. L. (1984). Modeling choices among alternative responses to dissatisfaction. in Advances in Consumer Research, Kinnear, T. C. ed.,11,pp.496-499.
34.Davidow, W. H. &; Uttal, B. (1989). Total customer service: the ultimate weapon. New York: Harper and Row.
35.Deighton, J. (1992). The consumption of performance. Journal of Consumer Research, 19(3), pp.362-372.
36.Dick, A. S. &; Basu, K. (1994). Customer loyalty: toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), pp.99-113.
37.Dick, A., Jain, A. &; Richardson, P. (1995). Correlates of store brand proneness: some empirical observations. Journal of Product and Brand Management, 4(4), pp.15-22.
38.Doney, P. M. &; Cannon, J. P. 1997). An examination of the nature of trust in buyer-seller relationships. Journal of Marketing, 61(2), pp.35-51.
39.Elena, D. B. &; Jose, L. M. A. (2001). Brand trust in the context of consumer loyalty. European Journal of Marketing, 35(11/12), pp.1238-1258.
40.Erdem, T. &; Swait, J. (1998). Brand equity as a signaling phenomenon. Journal of Consumer Psychology, 7(2), pp.131-157.
41.Erdem, T., Swait, J. &; Louviere, J. (2002). The impact of brand credibility on consumer price sensitivity. International Journal of Research in Marketing, 19(1), pp.1-19.
42.Erdem, T. &; Swait, J. (2004). Brand credibility, brand consideration, and choice. Journal of Consumer Research, 31(1), pp.191-198.
43.Fornell, C.R. &; Larcker, D.F (1981). Structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(3), pp. 39-50.
44.Fombrun, C. &; Shanley, M. (1990). What’s in a name? Reputation building and corporate strategy. Academy of Management Journal, 33(2), pp.233-248.
45.Fornell, C. (1992). A national customer satisfaction barometer: the Swedish experience. Journal of Marketing, 56(1), pp.6-21.
46.Fournier, S. &; Yao, J. L. (1997). Reviving brand loyalty: A reconceptualization withi the framework of consumer-brand relationships. International Journal of Research in Marketing, 14(5), pp.451-472.
47.Grönroos, C. (1982). Strategic management and marketing in the service sector. Swedish School of Economics Finland, Helsingfors, published in 1983 in the USA by Marketing Science Institute and in the UK by Studentlitteratur/Chartwell-Bratt.
48.Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), pp.36-44.
49.Garvin, D. A. (1984). What does product quality really mean? Sloan Management Review, 26(1), pp.25-43.
50.Garbarino, E. C. &; Edell, J. A. (1997). Cognitive effort, affect, and choice. Journal of Consumer Research, 24(2), pp.147-158.
51.Gwinner, K. P., Gremler, D. D. &; Bitner, M. J. (1998). Relational benefits in service industries: The customer’s perspective. Journal of the Academy of Marketing Science, 26(2), pp.101-114.
52.Gronholdt, L., Martensen, A., &; Kristensen, K. (2000). The relationship between customer satisfaction and loyalty: cross-industry differences. Total Quality Management &; Business Excellence, 11(4-6), pp.509-514.
53.Gefen, D. (2000). E-commerce: The role of familiarity and trust. The International Journal of Management Science, 6, pp.725-737.
54.Howard, J. A. &; Sheth, J. N. (1969). The theory of buyer behavior. New York: Wiley.
55.Hansen, F. (1972). Customer Choice Behavior. New York: Free Press.
56.Hunt, H. K. (1977). CS/D-Overview and future research directions. in Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction, Hunt, H. K. ed., Cambridge, MA: Marketing Science Institute, pp.455-488.
57.Hampel, D. J. (1977). Consumer satisfaction with the home buying process: conceptualization and measurement. in Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction, Hunt, H. K. ed., Cambridge, MA: Marketing Science Institute, pp.7.
58.Howard, J. A. (1977). Evaluation of cognitive structure and processes. Psychological Review, 84(3), pp.260-278.
59.Haywood-Farmer, J. (1988). A conceptual model of service quality. International Journal of Operations &; Production Management, 8(6), pp.19-29.
60.Hafstrom, J. L., Chae, J. S. &; Chung, Y. S. (1992). Consumer decision-making styles: comparison between United States and Korean young consumers. Journal of Consumer Affairs, 26(1), pp.146-58.
61.Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E. Jr. &; Schlesinger, L. A. (1994). Putting the service profit chain to work. Harvard Business Review, 72(2), pp. 105-111.
62.Hepworth, M. &; Mateus, P. (1994). Connecting customer loyalty to the bottom line. Canadian Business Review, 21(4), pp.40-43.
63.Houston, M. B., Bettencourt, L. A. &; Wenger, S. (1998). The relationship between waiting in a service queue and evaluations of service quality. Psychology &; Marketing, 15(8), pp.735-753.
64.Juran, J. M. (1974). Quality control handbook. 3rd ed., McGraw-Hill, New York.
65.Jacoby, J., Szybillo, G. J., &; Berning, C. K. (1976). Time and consumer behavior: An interdisciplinary overview. Journal of Consumer Research, 2(4), pp.320-339.
66.Jones, T. O. &; Sasser, W. E., Jr. (1995). Why satisfied customers defect. Harvard Business Review, 73(6), pp.88-99.
67.Jones, P., Hillier, D., Shears, P. &; Clark-Hill, C. (2002). Customer perceptions of services brands: A case study of the three major fast food retailers in the UK. Management Research News, 25(6/7), pp.41-49.
68.Kelley, S., Donnelly, J. H., Jr. &; Skinner, S. J. (1990). Customer participation in service produrcton and delivery. Journal of Retailing, 66(3), pp.315-334.
69.Keller, K. L. (1993). Conceptualizing, measuring, and managing customer-based brand equity. Journal of Marketing, 57(1), pp.1-22.
70.Kolter, P. (1994). Marketing management analysis, planning, implementation and control. New Jersey: Prentice-Hall.
71.Kolter, P. (1997). Marketing Management: analysis planning, implementation and control. NewJersey: Prentice-Hall.
72.Keller, K. L. (1998). Strategic Brand Management: Building, Measuring, and Managing Brand Equity, Prentice Hall.
73.Kolter, P. (1999). Kotler on marketing: how to create, win, and dominate markets. New York: The Free Press.
74.Kim, M., Park, M., &; Jeong, D. (2004). The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services. Telecommunications Policy, 28(2), pp.145-159.
75.Lehtinen, U. &; Lehtinen, J. R. (1982). Service quality: a study of quality dimensions. Unpublished working paper, Helsinki: Service Management Institute, Finland OY.
76.Lewis, R. C. &; Booms, B. H. (1983). The marketing aspects of service quality. in Emerging Perspectives on Service Marketing, Berry, L., Shostack, G., &; Upah, G. ed., Chicago: American Marketing, pp.99-107.
77.Lewis, B. R. &; Mitchell, V. W. (1990). Defining and measuring the quality of customer service. Marketing Intelligence &; Planning, 8(6), pp.11-17.
78.Lehtinen, U. &; Lehtinen, J. R. (1991). Two approaches to service quality dimensions. The Service Industries Journal, 11(3), pp.287-303.
79.Lau, G. T. &; Lee, S. H. (1999). Consumers’ trust in a brand and the link to brand loyalty. Journal of Market - Focused Management, 4(4), pp.341-370.
80.Miller, J. A. (1977). Studying satisfaction, modifying models, eliciting expectations, posing problems, and making meaningful measurements. in Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction, Hunt, H. K. ed., Cambridge, MA: Marketing Science Institute, pp.72-91.
81.Martin, W. B. (1986). Defining what quality service is for you. Cornell Hotel and Restaurant Administration Quarterly, 26(4), pp.32-38.
82.Murphy, K. R., Philbin, T. A. &; Adams, S. R. (1989). Effect of purpose of observation on accuracy of immediate and delayed performance ratings. Organizational Behavior and Human Decision Processes, 43(3), pp.336-54.
83.Moorman, C., Zaltman, G. &; Deshpande, R. (1992). Relationships between providers and users of market research: the dynamics of trust within and between organizations. Journal of Marketing Research, 29(3), pp.314-328.
84.Michell, P., Reast, J. &; Lynch, J. (1998). Exploring the foundations of trust. Journal of Marketing Management, 14(1/3), pp.159-172.
85.Malai, V. &; Speece, M. (2005). Cultural impact on the relationship among perceived service quality, brand name value, and customer loyalty. Journal of International Consumer Marketing, 17(4), pp.7-39.
86.Newman, J. W. &; Werbel, R. A. (1973). Multivariate analysis of brand loyalty for major household appliances. Journal of Marketing Research, 10(4), pp.404-409.
87.Nicholls, J. A. F., Gilbert, G. R., &; Roslow, S. (1988). Parsimonious measurement of customer satisfaction with personal service and the service setting. Journal of Consumer Marketing, 15(3), pp.239-253.
88.Oliver, R. L. (1977). Effect of expectation and disconfirmation on postexposure product evaluations- an alternative interpretation. Journal of Applied Psychology, 62(4), pp.480-486.
89.Oliver, R. L. (1979). Alternative conceptions of the motivation components in expectancy theory. in Sales Management: New Developments from Behavioral and Decision Model Research, Bagozzi, R. P. ed., Cambridge, MA: Marketing Science Institute, pp.40-63.
90.Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), pp.460-469.
91.Oliver, R. L. (1981). Measurement and evaluation of satisfaction processes in retail settings. Journal of Retailing, 57(3), pp.25-48.
92.Ostrom, A. &; Iacobucci, D. (1995). Consumer trade-offs and the evaluation of services. Journal of Marketing, 59(1), pp.117-128.
93.Oliver, R. L. (1997). Satisfaction: a behavioral perspective on the consumer. New York: Irwin/McGraw-Hill.
94.Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing, 63, pp. 33-44.
95.Olsen, S. O. (2002). Comparative evaluation and the relationship between quality, satisfaction, and repurchase loyalty. Journal of the Academy of Marketing Science, 30(3), pp. 240-49.
96.Parasuraman, A., Zeithaml, V. A., &; Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), pp.41-50.
97.Parasuraman, A., Zeithaml, V. A., &; Berry, L. L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), pp.12-40.
98.Peter, J. P. &; Olson, J. C. (1990). Consumer behavior and marketing strategy. Richard D. Irwin Inc.
99.Parasuraman, A., Berry, L. L., &; Zeithaml, V. A. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), pp.420-450.
100.Parasuraman, A., Zeithaml, V. A., &; Berry, L. L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: implications for further research. Journal of Marketing, 58(1), pp.111-124.
101.Prus, A. &; Brandt, D. R. (1995). Understanding your customers. Marketing Tools, 2(5), pp.10-13.
102.Pruyn, A. &; Smidts, A. (1998). Effects of waiting on the satisfaction with the service: Beyond objective time measures. International Journal of Research in Marketing, 15(4), pp.321-334.
103.Peltier, J. W. &; Westfall, J. (2000). Dissecting the HMO-benefits managers relationship: what to measure and why. Marketing Health Service, 20(2), pp.4-13.
104.Rao, A. R. &; Monroe, K. B. (1988). The impact of proudct knowledge on the price perceived quality relationship. Journal of Consumer Research, 15(2), pp.253-264.
105.Reichheld, F. F. &; Sasser, W. E. (1990). Zero defections: quality comes to services. Harvard Business Review, 68(5), pp.105-111.
106.Rust, R. T. &; Oliver, R. L. (1994). Service Quality: New Dimensions in Theory and Practice, London: Sage.
107.Sasser, W. E., Olsen, R. P., &; Wyckoff, D. D. (1978). Management of service operation: text, cases, and reading. New York: Allyna and Bacon.
108.Stum, D. L. &; Thiry, A. (1991). Building customer loyalty. Training and Development Journal, 45(4), pp.34-36.
109.Soloman, M. R. (1991). Consumer behavior: buying, having and buying. Boston, llyn and Bacon.
110.Singh, J. (1991). Understanding the structure of consumers’ satisfaction evaluation of service delivery. Journal of the Academy of Marketing Sciences, 19(3), pp.223-234.
111.Selnes, F. (1993). An examination of the effect of product performance on brand reputation, satisfaction and loyalty. European Journal of Marketing, 27(9), pp.19-35.
112.Spreng, R. A., Mackenzie, S. B. &; Olshavsky, R. W. (1996). A re-examination of the determinants of consumer satisfaction. Journal of Marketing, 60(3), pp.15-32.
113.Spreng, R. A. &; Mackoy, R. D. (1996). An empirical examination of a model of perceived service quality and satisfaction. Journal of Retailing, 72(2), pp.201-214.
114.Sandvik, K. &; Duhan, D. (1996). The effects of performance quality, customer satisfaction, and brand reputation on customer loyalty. In European Marketing Academy, Beracs, J., Bauer, A. &; Simon, J. eds., EMAC Proceedings Annual Conference, pp.983-999.
115.Simonin, B. &; Ruth, J. A. (1998). Is a company known by the company it keeps? Assessing the spillover effects of brand alliances on consumer brand attitudes. Journal of Marketing Research, 35(1), pp.30-42.
116.Sirohi, N., McLaughlin, E. W., &; Wittink, D. R. (1998). A model of consumer perceptions and store loyalty intentions for a supermarket retailer. Journal of Retailing, 74(2), pp.223-245.
117.Sheth, J. N., Mittal, B. &; Newman, B. (1999). Customer behavior: consumer behavior and beyond. Orlando: The Dryden Press.
118.Singh, J. &; Sirdeshmukh, D. (2000). Agency and trust mechanisms in consumer satisfaction and loyalty judgments. Journal of the Academy of Marketing Science, 28(1), pp.150-167.
119.Sivadas, E. &; Baker-Prewitt, J. L. (2000). An examination of the relationship between service quality, customer satisfaction, and store loyalty. Journal of Retail &; Distribution Management, 28, pp.73-82.
120.Siders, K., Voss, G. B. &; Godfrey, A. L. (2007). SERVCON: development and validation of a multidimensional service convenience scale. Journal of the Academy of Marketing Sceinece, 35(1), pp.144-156.
121.Tellis, G. J. (1988). Advertising exposure, loyalty, and brand purchase: a two-stage model of choice. Journal of Marketing Research, 25(5), pp.134-144.
122.Tes, D. K. &; Wilton, P. C. (1988). Models of consumer satisfaction formation: an extension. Journal of Marketing Research, 25(2), pp.204-212.
123.Tornow, W. W. &; Wiley, J. W. (1991). Service quality and management practices: a look at employee attitudes, customer satisfaction, and bottom-line consequences. Human Resource Planning, 14(2), pp.105-115.
124.Taylor, S. (1994). Waiting for service: The relationship between delays and evaluation on service. Journal of Marketing, 58(2), pp.56-69.
125.Taylor, S. A. &; Baker, T. L. (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of customers’ purchase intentions. Journal of Retailing, 70(2), pp.163-178.
126.Wyckoff, D. D. (1984). New tools for achieving service quality. Corenll Hotel and Restaurant Administration Quarterly, 25(3), pp.25-38.
127.Woodside, A. G., Frey, L. L., &; Daly, R. T. (1989). Linking service quality, customer satisfaction, and behavioral intention. Journal of Health Care Marketing, 9(4), pp.5-17.
128.Westbrook, R. A. &; Oliver, R. L. (1991). The dimensionality of consumption emotion patterns and consumer satisfaction. Journal of Consumer Research, 18(1), pp.84-91.
129.Wiley, J. W. (1991). Customer satisfaction: a supportive work environment and its financial cost. Human Resource Planning, 14(2), pp.117-127.
130.Wansink, B., Kent, R. J. &; Hoch, S. J. (1998). An anchoring and adjustment model of purchase quantity decisions. Journal of Marketing Research, 35(1), pp.71-81.
131.Yoo, B., Donthu, N. and Lee, S. (2000). An examination of selected marketing mix elements and brand equity. Journal of the Academy of Marketing Science, 28(2), pp.195-211.
132.Zeithaml, V. A., Berry, L. L., &; Parasuraman, A. (1988). Communication and control processes in the delivery of service quality. Journal of Marketing, 52(2), pp.35-48.
133.Zeithaml, V. A., Berry, L. L., &; Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), pp.31-46.
134.Zeithaml, V. A. &; Binter, M. J. (2000). Service marketing: integrating customer focus across the firm. New York: McGraw-Hill Inc.