| Reference: | 一、中文部分：
1.王俊宏(2002)，「日式料理連鎖餐廳消費行為研究」，國立政治大學企業管理學系碩士論文。
2.王若文(2007)，「懷舊餐廳服務品質、顧客滿意度與顧客忠誠度關係之研究」，南台科技大學行銷與流通管理系碩士論文。
3.王俊元(2008)，「上班族生活型態、人格特質對消費異國餐廳知覺價值與消費意願影響之研究」，淡江大學企業管理學系碩士在職專班碩士論文。
4.毛曉夫(1997)，「來源國形象對顧客滿意度之影響──以ELM模式為理論基礎」，國立政治大學國際貿易學系碩士論文。
5.江宜芳(2004)，「體驗型商店環境對知覺價值與行為意向影響之研究─以石陶樹餐廳為例」，輔仁大學管理學研究所碩士論文。
6.江羽涵(2007)，「不同生活型態消費者在溫泉餐廳消費行為之研究─以台北市行義路溫泉餐廳為例」，中華大學經營管理研究所碩士論文。
7.朱雅寧(2003)，「期間機制與順序機制對顧客情緒反應與知覺等待時間影響之研究」，靜宜大學企業管理研究所碩士論文。
8.李元淦(1997)，「商品獲獎與否及來源國效應對購買行為的影響─國家品質獎之實證研究」，國立政治大學國際貿易學系碩士論文。
9.李曜洲(1999)，「www等待情境︰圖像速度認知、音樂與參考點對情緒反應及時間知覺的影響」，國立中央大學企業管理研究所碩士論文。
10.李怡菁 (1999)，「等待型態與等待發生的時點對消費者行為影響之研究--以網路銀行為例」，國立中央大學資訊管理學系碩士論文。
124.Zakay, D. (1989), An Integrated Model of Time Estimation, In I. Levin ＆ D.
125.Zakay, D. & Hornik, J. (1991), “How Much Time Did You Wait in Line？A Time Perception Perspective”, In Jean-Charles Chebat and V. Venkatesan (eds.), Time and Consumer Behavior, Montreal: Universite du Q uebec a Montreal
19.林祖得(1997)，「以實驗室實驗法探討等待對網際網路服務評估之影響---以WWW網路購物站台為例」，國立中央大學資訊管理學系碩士論文。
20.林皇文(2004)，「連鎖餐廳商店印象與消費行為關係之研究－以高雄市為例」，國立高雄應用科技大學商務經營研究所碩士論文。
21.林佳霓(2004)，「台北市鐵板燒餐廳廚師形象與消費現況之研究」，中國文化大學生活應用科學研究所碩士論文。
22.林詩旋(2004)，「消費者對韓式餐飲食品品質的態度與消費行為之研究 -以台北市韓式烤肉餐廳為例」，中國文化大學生活應用科學研究所碩士論文。
23.林雨潔(2006)，「懷舊訴求餐廳消費者特質與行為之研究─以台灣故事館為例」，國立政治大學國際貿易研究所碩士論文。
24.周國忠(2002)，「消費者用餐需求與餐館選擇之研究」，真理大學管理科學研究所碩士論文。
25.郭曉文(2007)，「人口統計、心理層面及市場環境對消費者所願意付出最大交通時間及消費行為之影響─以美髮店為例」，國立政治大學企業管理學系碩士論文。
26.徐宗盟(1989)，「滿意決定性因素之研究:以大學生惠顧素食自助餐廳為例」，中國文化大學企業管理研究所碩士論文。
43.Gronholdt, L., Martensen, A. & Kristensen, K. (2000), “The Relationship between Customer Satisfaction and Loyalty: Cross-Industry differences”, Total Quality Management, 11, no. 4-6, pp.509-514
27.翁景民(1983)，「產品屬性與情境因素對消費者購買行為的影響」，國立臺灣大學商學研究所碩士論文。
28.陳泰佑(2001)，「正面情緒類別、填補機制類別對於等待時間知覺的影響」，國立中央大學企業管理研究所碩士論文。
29.陳建中(2003)，「歡樂或功能性等待、提供等待訊息對消費者時間知覺及情緒反應之影響」，台灣大學商學研究所碩士論文。
30.陳克銘(2005)，「消費者餐廳用餐消費行為之研究-以台北市各商圈為例」，輔仁大學應用統計學研究所碩士論文。
31.黃鎮東(1999)，「等待服務品質決定因素之研究─以火車站服務為例」，靜宜大學企業管理研究所碩士論文。
32.黃珮婷(2000)，「顧客滿意度與顧客忠誠度之關係－交易成本理論觀點」，國立政治大學國際貿易學系碩士論文。
33.黃上鳳(2002)，「機場消費者對餐廳選擇偏好之研究」，中國文化大學觀光事業研究所碩士論文。
34.張翠容(2000)，「顧客對等待時間之知覺研究」，中國文化大學觀光事業研究所碩士論文。
35.詹麗珠(2002)，「等待者特性對等待品質評價之研究─以醫院中等待線為例」，靜宜大學企業管理研究所碩士論文。
36.廖美智(2005)，「中式餐廳之消費者行為及顧客滿意度之研究-以某中式餐廳現有顧客為例」，輔仁大學應用統計學研究所碩士論文。
44.Gorn, G. J., Glodberg, M. E. & Basu, K. (1993), “Mood, Awareness and Product Evaluation”, Journal of Consumer Psychology, Vol. 2, pp.237-256
37.鄭秀香(2001)，「台北市咖啡連鎖店顧客滿意度之研究」，中國文化大學生活應用科學研究所碩士論文。
38.蔡進德(1994)，「服務品質、滿意度與購買傾向關係之探究」，國立交通大學管理科學研究所碩士論文。
39.劉小瑋(1997)，「台北地區老人餐廳消費行為之研究」，文化大學觀光事業研究所碩士論文。
40.劉芳梅(1999)，「產品知識對消費者從眾行為之影響」，國立政治大學企業管理研究所碩士論文。
41.劉建町(2001)，「中式高級餐廳顧客滿意度之研究」，中國文化大學生活應用科學研究所碩士論文。
42.劉俊岷(2006)，「服務創新、情緒體驗與忠誠意圖之關係－以主題餐廳為例」，輔仁大學管理學研究所碩士論文。
43.蔣宗男(2001)，「情境因素、消費者購買涉入與創新接受態度影響網路競標意願之研究」，國立政治大學廣告學系碩士論文。
44.潘水芳(1981)，「台北地區高級餐廳定位問題之研究」，國立政治大學企業管理研究所碩士論文。
45.闕山晴(2002)，「顧客滿意度與忠誠度之研究－以西式速食業為例」，國立台灣科技大學管理研究所碩士論文。
46.鍾善美(1999)，「情境因素對消費者行為之影響-以中興大學農林畜產品展售中心為例」，國立中興大學農產運銷學系碩士論文。
45.Handy, C. R. & Pfaff, M. (1975), “Consumer Satisfaction with Food Products and Marketing Services”, Economic Research Service, U.S. Department of Agriculture, Agricultural Economic Report No.281
47.薛仲奇(1998)，「等待資訊呈現方式、參考點與填補機制對情緒反應及時間知覺的影響」，國立中央大學企業管理研究所碩士論文。
48.羅巾楓(2004) ，「連鎖加盟之服務品質與顧客滿意度之研究-以連鎖牛排西餐廳為例」，大葉大學事業經營研究所碩士論文。
49.魏伊苹(2007)，「膠囊玩具消費體驗與價值之研究」，國立政治大學國際貿易學系碩士論文。
50.藍文琦(2002)，「商店訊息與情緒對消費行為影響之研究---以服飾零售業為例」，輔仁大學織品服裝學系碩士論文。
51.蕭文傑(2003)，「顧客價值與顧客忠誠度關係之研究－以T連鎖餐廳為例」，國立高雄第一科技大學行銷與流通管理所碩士論文。
52.蘇永盛(1994)，「以顧客滿意度為途徑建立我國優良商店認證制度之研究─以中式餐飲業為實證」，國立中興大學企業管理學系碩士論文。
53.王志剛，謝文雀(1995)，消費者行為 / Engel, J. F., Blackwell R. D. & Miniard P. W.原著，華泰文化。
54.吳萬益(2005)，企業研究方法(二版)，華泰文化。
55.楊世瑩(2006)，SPSS統計分析實務，旗標出版社。
56.簡貞玉(1996)，消費者行為學 / Hawkins, D. I., Best R. J. & Coney K. A.原著，五南圖書出版公司。
46.Hansen, F. (1972), Consumer Choice Behavior, Free Press
二、英文部分：
1.Anderson, E. W. & Sullivan, M. W. (1993), “The Antecedents and Consequences of Customer Satisfaction for Firms”, Marketing Sciences, 12 (2), pp.125-143
2.Antonides, G. & Raaij, W. F. (1998), Consumer Behavior: A European Perspective, New York: John Wiley & Sons
3.Arnold, M. B. (1960), Emotion and Personality, New York: Columbia University Press
4.Asch, S. E. (1951), “Effect of Group Pressure upon the Modification and Distortion of Judgments Group”, Leadership and Men, Pittsburgh: Carnegie Press, pp.177-190
5.Asch, S. E. (1952), Social Psychology, New York: Prentice-hall
6.Asch, S. E. (1956), “Studies of Independence and Conformity: A Majority of One against a Unamimous Majority “, Psychological Monographs, pp.70-79
7.Bearden, W. O., Rose, R. L., & Teel, J. E. (1994), “Correlates of Conformity in the Consumption of Illicit Drugs and Alcohol”, Journal of Business Research, 30, pp.25-31
8.Becker, G. (1991), “A Note on Restaurant Pricing and Other Examples of Social Influences on Price”, Journal of Political Economy, October
9.Belk, R. W. (1974), “An Exploratory Assessment of Situational Effect in Buyer”, Journal of Marketing Research, 11(May), pp.156-163
47.Hastie, J. M. (1980), “Shared Distinctiveness as a Source of Illusory Correlation in Performance Apprasial”, Organizational Behavior and Human Decision Processes, Vol. 37 (1), pp.34-59
10.Belk, R. W. (1975), “Situation Variables and Consumer Behavior”, Journal of Consumer Research, 2(December), pp.235-236
11.Bergadaa, M. (1988), “Le temps et le comportement de l`individu", Recherche et Applications en Marketing, Vol. 3, pp.57-72
12.Bikhchandani, S., Hirschleifer, D. & Welch, I. (1993), “ The Blind Leading the Blind: Social Influence and Information Cascades”, Working Paper, Los Angeles, University of California
13.Bitner, M. J. (1990), “Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses”, Journal of Marketing, Vol. 54 (April), pp.69-82
14.Bitner, M. J., Booms, B. H. & Tetreault, M. S. (1990), “The Service Encounter: Diagnosing Favorable and Unfavorable”, Journal of Marketing, Chicago: Jan 1990, Vol. 54, Iss. 1; pp.71-84
15.Bloch, P. H. (1981), “An Exploration into the Scaling of Consumer’s Involvement with a Product Class”, Advances in Consumer Research, Vol.8, Kent B. Monroe (ed.), Provo, UT: The Association for Consumer Research, pp.61-65
16.Bojanic, D. C. & Shea, L. J. (1997), “Segmentation for a Multiunit Restaurant Operation”, Cornell Hotel and Restaurant Administration Quarterly, Ithaca: Aug 1997, Vol. 38, Iss. 4; pp.56-61
17.Bowen, J. T. & Shoemaker, S. (1998), “Loyalty: A Strategic Commitment”, Cornell Hotel and Restaurant Administration Quarterly, Ithaca: Feb 1998, Vol. 39, Iss. 1; pp.12-25
18.Cadotte, E. R., Woodruff, R. B. & Jenkins, R. L. (1987), “Expectations and Norm in Models of Consumer Satisfaction”, Journal of Marketing Research, 24, pp.305-314
19.Cardozo, R. N. (1965), “An Experimental Study of Customer Effort, Expectation, and Satisfaction”, Journal of Marketing Research, 2, pp.244-249
48.Hawkins, D. I., Best, R. J. & Coney, K. A. (1995), Consumer Behavior：Implications for Marketing Strategy (6th ed.)
20.Chebat, J. C., Gelinas-Chebat, C. & Filiatrault, P. (1993), “Interactive Effects of Musical and Visual Cues on Time Perception: An Application to Waiting Lines in Banks”, Perceptual and Motor Skill, 77, pp.995-1020
21.Churchill, G. A & Peter, J. P. (1998), Marketing: Creating Value for Customers (2nd ed.), Boston, Mass. : Irwin/McGraw Hill
22.Churchill, G. A. & Superenant, C. F. (1982), “An Investigation into the Determinants of Customer Satisfaction”, Journal of marketing Research, 5, pp.491-504
23.Clark, R. A. & Goldsmith, R. E. (2006), “Global Innovativeness and Consumer Susceptibility to Interpersonal Influence”, Journal of Marketing Theory and Practice, Armonk: Fall 2006, Vol.14, Iss.4; pp.275-285
24.Clemmer, E. C. & Schneider, B. (1989), “Toward Understanding and Controlling Customer Dissatisfaction with Waiting”, Working Paper, Cambridge MA: Marketing Science Institute, pp.89-115
25.Cohen, J. B. & Charles, S. A. (1991), “Affect and Consumer Behavior”, In Thomas, S. R. & Harold, H. K. (Ed.), Handbook of Consumer Behavior, Englewood, CA: Prentice Hall
26.Czepiel, A. & Rosenberg, J. (1976), “Consumer Satisfaction: Toward an Integrative Framework”, Proceedings of the Southern Marketing Association, pp.169-171
27.Davis, M. M. & Vollmann, T. E. (1990), “A Framework for Relating Waiting Time and Customer Satisfaction in a Service Operation”, Journal of Service Marketing, vol.4, no. 1, (1990), pp.61-69
28.Deutsch, M. & Gerard, H. B. (1955), “A Study of Normative and Informational Social Influences upon Individual Judgment”, Journal of Abnormal and Social Psychology, 51, pp.629-636
29.Dube, L. & Leclerc, F. (1991), “Consumer’s Affective Response to Delays at Different Phases of a Service Delivery”, Journal of Applied Social Psychology, 21 (May), pp.810-820
49.Haynes, P. (1990), “Hating to Wait: Managing the Final Service Encounter”, The Journal of Services Marketing, 4 (4), pp.20-26
30.Dube-Rioux, L., Schmitt, B. H. & Leclerc, F. (1989),”Consumer’s Reactions to Waiting: When Delays Affect the Perception of Service Quality”, Advances in Consumer Research, Vol.16, ed. Thomas K. Srull, Provo UT: Association for consumer Research , pp.59-63
31.Durrande-Moreau, A. (1999), “Waiting for Service: Ten Years of Empirical Research”, International Journal of Service Industry Management, Vol. 10, Iss. 2; pp.171
32.Engel, J. F., Blackwell, R. D. & Kollat, D. T. (1982), Consumer Behavior (4th ed.), Illinois：Hort, Rinehart and Winston
33.Engel, J. F., Blackwell, R. D. & Miniard, P. W. (1995), Consumer Behavior (8th ed.), New York: Dryden Press
34.Fennell, G. (1978), “"Consumers`` Perceptions of the Product-Use Situation”, Journal of Marketing, 6 (April), pp.38-47
35.Festinger, L. (1957), A Theory of Cognitive Dissonance, CA: Stanford University Press
36.Folkes, V., Koletsky, S. & Graham, J. L. (1987), “A Field Study of Causal Inferences and Consumer Reaction: The View from The Airport”, Journal of Consumer Research, Vol.13, pp.534-539
37.Fornell, C. (1992), “A National Customer Satisfaction Barometer: The Swedish Experience”, Journal of Marketing, Vol56 (January), pp.403-412
38.Fornell C., Anderson, E. W., Bryant, B. E., Cha, J. & Johnson M. D. (1996), “The American Customer Satisfaction Index: Nature, Purpose, and Findings”, Journal of Marketing, Vol.60, October 1996, pp.7-18
39.Fraisse, P. (1984), “Perception and Estimation of Time”, Annual Review of Psychology, 35, pp.1-36
50.Hemple, D. J. (1977), “Consumer Satisfaction with the Home Buying Process: Conceptualization and Measurement”, The Conceptualization of Consumer Satisfaction and Dissatisfaction, H.K. Hunt ed, Cambridge, Mass: Marketing Science Institute, 7
40.Frankenhauser, M. (1959), Estimation of Time, Stockholm: Almquist & Wiksell
41.Gardner, M. P. (1985), “Mood States and Consumer Behavior”, Journal of Consumer Research, 12 (December), pp.281-300
42.Griffin, J. (1997), Customer Loyalty: How to Earn It, How to Keep It, Lexington Book, NY
51.Holbrook, M. B. & O’Shaughnessy, J. (1984), “The Role of Emotion in Advertising”, Psychology and Marketing, Vol. 1 (2), pp.45-64
52.Howard, J. A. & Sheth, J. N. (1969), The Theory of Buyer Behavior, New York：John Willy and Sons
11.李姿瑩(2001)，「有機餐飲消費者之消費行為與期待之研究」，世新大學觀光學研究所(含碩專班)碩士論文。
53.Hornik, J. (1982), “Situational Effects on the Consumption of Time”, Journal of Marketing (pre-1986), New York: Fall 1982, Vol. 46, Iss. 000004; pp. 44-55
54.Hornik, J. (1984), “Subjective versus Objective Time Measures: A Note on the Perception of Time in Consumer Behavior”, Journal of Consumer Research, 11, pp.615-618
55.Hornik, J. (1992), “Time Estimation and Orientation Mediated by Transient Mood”, The Journal of Socio-Economics, 21, pp.209-227
56.Houston, M. B., Bettencourt, L. A. & Wenger, S. (1998), “The Relationship between Waiting in a Service Queue and Evaluations of Service Quality: A Field Theory Perspective”, Psychology & Marketing, 15 (8), pp.735-753
57.Houston, M. J. & Rothschild, M. L. (1978), “Conceptual and Methodological Perspectives in Involvement”, Research Frontiers in Marketing: Dialogues and Directions, S. Jain (ed.), Chicago American Marketing Association, pp.184-187
58.Hui, M. K., Thakor, M. V. & Gill, R. (1998), “The Effect of Delay Type and Service Consumers’ Reactions to Waiting”, Journal of Consumer Research, 24 (4), pp.469-479
59.Hui, M. K. & Tse, D. K. (1996), “What to Tell Consumers in Waits of Different Lengths: An Integrative Model of Service Evaluation”, Journal of Marketing, Chicago: Apr 1996, Vol. 60, Iss. 2; pp.81-90
60.Hunt, H. K. (1977), Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction, Cambridge, Mass.: Market Science Institute
61.Isen, A. M. & Shalker, T. S. (1982), “The Effect of Feeling State on Evaluation of Positive, Neutral and Negative Stimuli: When You “Accentuate the Positive,” Do You “Eliminate the Negative”?”, Social Psychology Quarterly, 45 (1), pp.58-63
62.Izard, C. E. (1977), Human Emotions, New York, Plenum
12.李逸文(2001)，「賣場視聽環境對消費情緒、時間知覺及賣場滿意度的影響-以虛擬電子專賣店為例」，國立中央大學企業管理研究所碩士論文。
63.Jacoby, J., Szybillo, G. J. & Berning, C. K. (1976), “Time and Consumer Behavior: An Interdisciplinary Overview”, Journal of Consumer Research, Vol. 2, pp.32-39
64.Jones, P. & Peppiatt, E. (1996), “Managing Perceptions of Waiting Times in Service Queues”, International Journal of Service Industry Management, vol.7, no.5, pp.47-61
65.Jones, T. O. & Sasser, E. (1995), “Why Satisfied Customer Defect”, Havard Business Review, Vol. 73, No. 4, pp.88-99
66.Kakkar, P. & Lutz, R. J. (1981), “Situation Influence on Consumer Behavior : A Review", Perspectives in Consumer Behavior, 3rd ed. by H.H. Kassarjian and T.Roberson, Scott, Foresman and Company ; Glenview, Illinois, pp.204-214
67.Kamins, M. A., Marks, L. J. & Skinner, D. (1991), “Television Commercial Evaluation in the Context of Program Induced Mood: Congruency versus Consistency Effects”, Journal of Advertising, 20 (June), pp.1-14
68.Kapferer, J. N. & Laurent, G. (1993), “Further Evidence on the Consumer Profile: Five Antecedents of Involvement,” Psychology and Marketing, Vol.10, pp.347-355
69.Kasper, H. (1988), “On Problem Perception, Dissatisfaction and Brand Loyalty”, Journal of Economic Psychology, (September), pp.387-397
70.Katz, K. L., Larson, B. M. & Larson, R. C. (1991), “Prescription for the Waiting-in-Line Blues: Encertain, Enlighten and Engage”, Slon Management Review, 32 (2), pp.44-53
71.Kellaris, J. J. & Kent, R. J. (1992), “The Inference of Music on Consumer’s Perception: Does Time Fly When You’re Having Fun？”, Journal of Consumer Psychology, 4, pp.365-376
72.Kiesler, C. A. & Kiesler, S. B. (1969), Conformity, MA: Addison-Wesley
13.李劼翰(2006)，「餐廳消費者購買涉入程度與購買決策關係之研究」，銘傳大學觀光研究所碩士班碩士論文。
73.Kostecki, M. (1996), “Waiting Lines as A Marketing Issue”, European Management Journal, 14 (3), pp.295-303
74.Krugman, H. E. (1965), “The Impact of Television Advertising Learning without Involvement”, Public Opinion Quarterly, 29, pp.349-356
75.Larson, R. C. (1987), “Perspectives on Queues: Social Justice and the Psychology of Queueing”, Operations Research, 35 (6), pp.895-905
76.Lascu, D. N.& Zinkhan, G. (1999), “Consumer Conformity: Review and Applications for Marketing Theory and Practice”, Journal of Marketing Theory and Practice, 7 (3), pp.1-12
77.Lastovica, J. L. & Gardner, D. M. (1979), “Components of Involvement”, Attitude Research Plays for High Stakes, John C. Maloney and Bernard Silverman, eds., Chicago, IL: American Marketing Association, pp.53-73
78.Laurent, G. & Kapferer, J. N. (1985), “Measuring Consumer Involvement Profiles”, Journal of Marketing Research, 22 (1), pp.41-53
79.Lavidge, R. J. (1966), “The Cotton Candy Concept: Intra-Individual Variability”, in Lee Adler and Irving Crespi (eds), Attitude Research at Sea, Chicago: American Marketing Association, pp.39-50
80.Lippa, R. A. (1990), Introduction to Social Psychology, California: Wadsworth, Inc., pp.521-545
81.Macinnis, H. (1997), Consumer Behavior, Boston, New York: Houghton Mifflin Company, pp.393-394
82.Maister, D. H. (1985), “The Psychology of Waiting Lines”, in Czepiel (Ed.), The Service Encounter, Lexington Books, Lexington, MA
14.李心齡(2008)，「休閒餐飲的消費行為研究-以休閒茶店為例」，國立政治大學廣告研究所碩士論文。
83.Mehbrbian, A. & Russell, J. A. (1974), An Approach to Environment Psychology, Cambridge, MA: MIT Press
84.Milliman, R. E. (1986), “The Influence of Background Music on the Behavior of Restaurant Patrons”, Journal of Consumer Research, 13 (September), pp.286-289
85.Miniard, P., Bhatla, S. & Sirdeshmukh, D. (1992), “Mood as Determinant of Postconsumption Product Evaluation: Mood Effects and Their Dependency on the Affective Intensity of the Consumption Experience”, Journal of Consumer Psychology, Vol.1 (2), pp.173-195
86.Mowen, J. C. & Minor, M. (1998), Consumer Behavior (5th ed.), New Jersey: Prentice-Hall, Inc., pp.487-489
87.Mowen, J. C. & Mowen, M. M. (1991), “Time and Outcome Valuation: Implications for Marketing Decision Making”, Journal of Marketing, Vol. 55, pp.54-62
88.Mundorf, N., Zillmann, D. & Drew, D. (1991), “Effects of Disturbing Televised Events on the Acquisition of Information from Subsequently Presented Commercials”, Journal of Advertising, 20 (1), pp.46-53
89.Murry, J. P., Lastovicka, J. L. & Singh, S. N. (1992), “Feeling and Liking Responses to Television Programs: An Examination of Two Explanations for Media-Context Effect”, Journal of Consumer Research, 18, pp.441-451
90.Nunnally, J. (1978), Psychometric Methods, 2nd ed. McGraw-Hill Book Co.
91.Oliver, R. L. (1980), “A Cognitive Model of the Antecedents and Consequences of Satisfation Decisions”, Journal of Marketing Research, 17 (11), pp.495-507
92.Oliver, R. L. (1981), “Measurement and Evaluation of Satisfaction Processes in Retail Settings”, Journal of Retailing, 57 (4), pp.25-48
15.何冠清(2003)，「消費者對藥膳餐廳食品品質的態度與飲食行為之研究」，中國文化大學生活應用科學研究所碩士論文。
93.Oliver, R. L. (1997), Satisfaction a Behavioral Perspective on the Consumer, New York: McGraw-Hill
94.Ornstein, R. E. (1969), On the Experience of Time, Middlesex, England: Penguin
95.Osuna, E. E. (1985), “The Psychological Cost of Waiting”, Journal of Mathematical Psychology, Vol. 29, pp.82-105
96.Peppiatt, E. (1995), “An Investigation of Perceived and Actual Waiting Time”, Unpublished Dissertation, University of Birmiton
97.Petty, R. E. & Cacioppo, J. T. (1981), Attitude and Persuasion: Classic and Contemporary Approaches, Dubuque, Iowa: Wm. C. Brown Co.
98.Priestly, J. B. (1968), Man and Time, New York: Dell
99.Reicheld, F. F. & Sasser, W. E. (1990), “Zero Defections: Quality Comes to Services”, Harvard Business Review, 68, pp.105-110
100.Reynolds, F. D., Darden, W. R. & Martin, W. (1974), “Developing An Image the Store-Loyal Customer”, Journal of Retailing, 50 (4), pp.73-84
101.Sandell , R. G. (1968), “Effects of Attitudinal and Situational factors on Reported Choice Behavior”, Journal of Marketing Research, 4 (November), pp.405-408
102.Scotland, R. (1991), “Consumer Service: A Waiting Game”, Marketing, Vol.11 (March), pp.1-3
16.杜台川(2004)，「排隊心理之不對稱性效果」，國立中央大學企業管理研究所碩士論文。
103.Shaver, P., Schwartz, J., Kirson, D. & O’Connor, C. (1987), “Emotion Knowledge; Further Exploration of a Prototype Approach”, Journal of Personality and Social Psychology, Vol.52 (6), pp.1061-1086
104.Sherif, M. & Cantril, H. (1947), The Psychology of Ego Involvements, Social Attitudes and Identifications, New York: Wile
105.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
106.Skowronski, M. & Carlsion, L. (1989), “Effect of Purpose of Observation on Accuracy of Immediate and Delayed Performance Ratings”, Organizational Behavior and Human Decision Processes, Vol.43 (3), pp.336-354
107.Slama, M. & Tashchian, A. (1985), “Elected Socioeconomic and Demographic Characteristics Associated with Purchasing Involvement”, Journal of Marketing, 49, pp.72-82
108.Spreng, R. A. (1992), “A Comprehensive Model of the Consumer Satisfaction Formation Process”, Indiana University, AAT 9231623
109.Srull, T. (1983), “Affect and Memory the Impact of Affective Reactions in Advertising on the Representation of Product Information in Memory”, Advances in Consumer Research, 10, Eds, R. Bagozzi and A. Tybout, Ann Arbor, MI: Association for Consumer Research, pp.520-525
110.Stum, D. L. & Thiry, A. (1991), “Building Customer Loyalty”, Training and Development Journal, Madison: Apr 1991, Vol. 45, Iss. 4; pp.34-36
111.Taylor, S. (1994), “Waiting for Service: The Relationship between Delays and Evaluations of Service”, Journal of Marketing, 58, pp.56-69
112.Taylor, S. (1995), “The Effects of Filled Waiting Time and Service Provider Control over the Delay on Evaluations of Service”, Journal of the Academy of Marketing Science, 23 (1), pp.38-48
17.吳正雄(1998)，「國際來華旅客對中華餐飲消費行為之研究」，中國文化大學觀光事業研究所碩士論文。
113.Taylor, S. & Claxton, J. D. (1994), “Delays and the Dynamics of Service Evaluations Academy of Marketing Science. Journal, Greenvale: Summer 1994. Vol. 22, Iss. 3; pp. 254-264
114.Thomas, E. A. & Weaver, W. B. (1975), “Cognitive Processing and Time Perception”, Perception and Psychophysics, 27, pp.363-367
115.Tse, D. K. & Wilton, P. C. (1988), “Models of Consumer Satisfaction Formation: An Extension”, Journal of Marketing Research, pp.204-212
116.Usunier, J. C. (1991), “Business Time Perceptions and National Cultures: a Comparative Survey”, Management International Review, Vol. 31 No. 3, pp.197-217
117.Ward, S. & Robertson, T. S. (1973), “Consumer Behavior Research: Promise and Prospects”, in Scott Ward and Thomas S. Robertson (eds), Consumer Behavior: Theoretical Sources. Englewood Cliffs: Prentice-Hall, pp.3-42
118.Westbrook, R. A. (1980), “An Exploratory Study of Nonproduct-Related Influences Upon Consumer Satisfaction”, Advance in Consumer Research, 7, pp.577-581
119.Wilkie, W. L. (1994), Consumer Behavior (3rd ed.), New York: John Wiley and Sons Inc., pp.380-381
120.Woodruff, R. B., Cadotte, E. R. & Jenkins, R. L. (1983), “ Modeling Consumer Satisfaction Processes Using Experience-Based Norms”, Journal of Marketing Research, 20, pp.296-304
121.Woodside, A. G., Frey, L. L. & Daly, R. T. (1989), “Linking Service Quality, Customer Satisfaction, and Behavioral Intentions”, Journal of Health Care Marketing, 9, pp.5-17
122.Zaichkowsky, J. L. (1985), “Measuring the Involvement Construct”, Journal of Consumer Research, 12 (Dec), pp.119-121
18.林志平(1993)，「服務業等候線管理之研究」，元智大學工業工程研究所碩士論文。
123.Zaichkowsky, J. L. (1986), “The Emotional Aspect of Product Involvement”, Advances in Consumer Research, Vol.14, pp.32-35 |
