| Reference: | 一、中文書目
毛曉夫，來源國形象對顧客滿意度之影響--以ELM模式為理論基礎，政治大學國際貿易研究所未出版碩士論文，民國八十六年。
陳淑玲，共同基金投資指南，台灣經濟新報出版社，民國八十七年。
陳仲熙，產品知識及來源國形象對顧客滿意度之影響，政治大學國際貿易研究所未出版碩士論文，民國八十七年。
王立仲，服務業關係行銷之研究，政治大學企業管理研究所未出版碩士論文，民國八十七年。
李永年，商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，政治大學企業管理研究所未出版碩士論文，民國八十七年。
二、英文書目
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Christy Richard , Gordon Oliver and Joe Penn (1996) “Relationship Marketing in Consumer Markets,” Journal of Marketing Management, (Dec.), 161-173.
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Oliver, Richard L. (1976), “Effect of Expectation and Disconfirmation on Post-exposure Product Evaluations: An Alternative Interpretation,” Journal of Applied Psychology, Vol.62 (August), 480-486.
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-------- and William O. Bearden (1983), “The Role of Involvement in Satisfaction Process,” Advances in Consumer Research, 250-255.
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Patterson, Paul G. (1993), “Expectation and Product Performance as Determinants of Satisfaction for a High-Involvement Purchase.” Psychology & Marketing, 10 (Sept/Oct), 499-465.
Spreng, Richard A. and Richard W. Olshavsky (1993), “A Desires Congruency Model of Consumer Satisfaction,” Journal of Academy of Marketing Science, 21 (Summer), 167-177.
-------- and --------, and Scott. B. Mackenzie (1996), “A Reexamination of the Determinants of Consumer Satisfaction,” Journal of Marketing, Vol.60 (July), 15-32.
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Zeithaml, Valarie A. and Mary Jo Bitner (1996), Service Marketing, McGraw-Hill.
Zeithaml,Valarie A. Berry,Leonard L. and Parasuraman A. (1996), “The Behavioral Consequences of Service Quality,” Journal of Marketing, Vol.60 (April), 31-46. |
