| Reference: | 一、中文部份
1. 何宥緯（2011）。《服務品質、知覺價值與顧客滿意度、顧客忠誠度之關聯性研究-以網路購物品牌lativ國民服飾為例》。國立政治大學廣播電視學系碩士班碩士論文。
2. 吳萬益、林清河（2000）。企業研究方法。台北：華泰文化。
3. 林玥秀、劉元安、孫瑜華、李一民、林連聰（2003）。餐館與旅館管理（第二版）。台北：品度。
4. 周添城、賴金端、林志誠、林幸君、胡夢蕾（2006）。《台灣服務業國際化發展策略之研究-以餐飲服務業為例》。台北：行政院經濟建設委員會。
5. 邱皓政（2011）。量化研究與統計分析：SPSS(PASW)資料分析範例解析（五版二刷）。台北：五南圖書。
6. 林佩君（2012）。《葡萄酒旅遊之認知價值、滿意度與行為意圖關係之研究-以台灣中部葡萄酒莊為例》。銘傳大學觀光事業學系碩士在職專班碩士論文。
7. 施嘉雄（2011）。《自助旅行者對馬祖地區特色餐廳服務品質、知覺價值、滿意度與忠誠度關係之研究》。銘傳大學觀光事業學系碩士在職專班碩士論文。
8. 陳淑敏（2011）。《服務創新與體驗行銷對提升顧客滿意度與忠誠度的探討-以安麗公司為例》。國立政治大學傳播學院碩士在職專班碩士論文。
9. 陳蘭英（2006）。《傳統食品特產業服務品質與顧客滿意度之研究-以金門地區聖祖食品股份有限公司為例》。銘傳大學觀光事業學系碩士在職專班碩士論文。
10. 張榮欽（2007）。《認知價值、品牌形象對顧客滿意與顧客忠誠之關係研究-以好市多量販店為例》。國立台北大學企業管理學系碩士論文。
11. 黃琇盈（2011）。《台灣「MIT微笑」共同標章知覺品質、知覺價值與購買意願、滿意度之關係研究》。國立政治大學廣告學系碩士論文。
12. 黃聖涵（2008）。《文化創意產業體驗行銷策略研究-以台北啤酒文化園區為例》。國立政治大學廣播電視學研究所碩士論文。
13. 鄭雯真（2007）。《國際觀光旅館顧客忠誠度類型之研究》。銘傳大學觀光事業學系碩士在職專班碩士論文。
二、英文部份
1. Allred, A. T. and Addams, H. L. (2000). Service quality at banks and credit unions: what do their customerssay?. International Journal of Bank Marketing, 18(4), 200-207.
2. Anderson, E. W. & Sullivan, M. W. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing Science, 12(2), 125-143.
3. Baldinger, A.L. & Rubinson, J. (1996). Brand Loyalty:The Link Between Attitude and Behavior. Journal of Advertising Research, 36, 22-34.
4. Bitner, M. J. (1990). Evaluating service encounters: The effects of physical surroundings and employee responses. Journal of Marketing, 54 (April), 69-82.
5. Bolton, R. N., and Drew, J. H. (1991). A Multistage Model of Consumers’ Assessments of Service Quality and Value. Journal of Consumer Research, 17, 375-384.
6. Boulding,W., Kalra, A., Staelin, R., & Zeithaml, V. A. (1993). A dynamic process model of service quality: From expectations to behavioral intentions. Journal of Marketing Research, 30(1), 7-27.
7. Bowen, J.T., & Chen, S.L. (2001). The relationship between customer loyalty and customer satisfaction. International Journal of Contemporary Hospitality, 13, 213-217.
8. Bowen, J. T. & Shoemaker, S. (1998). Loyalty: Strategy commitment. Cornell Hotel and Restaurant Administration Quarterly, 39(1), 12-25.
9. Brown, G. H. (1952). Brand loyalty-fact or fiction? Advertising Age, 23, 53-55.
10. Brunsø, K., Fjord, T. A. and Grunert, K. G. (2002). Consumers’ food choice and quality perception. MAPP working paper 77. Aarhus: Aarhus School of Business.
11. Cadotte, E. R., Woodruff, R. B. & Jenkins, R. L. (1987). Expectations and Norms in Models of Consumer Satisfaction. Journal of Marketing Research, 24(3), 305-314.
12. Cardello, A. V. (1995). Food quality: Relativity, content and consumer expectations. Food Quality and Preference, 6(2), 163–168.
13. Cardozo, R. N. (1965). An experiment study of consumer effort, expectation and satisfaction. Journal of Marketing Research, 2, 244-249.
14. Caruana, A. and Msida, M. (2002). Service loyalty: the effects of service quality and the mediating role of customer satisfaction. European Journal of Marketing, 36, 811-828.
15. Churchill, G. A., Jr., & Surprenant, C.(1982). An investigation into the determinants of customer satisfaction. Journal of Marketing Research, 19(4), 491-504.
16. Cortese, A. (2003, October 27). Fine dining? Just across the lobby: Some of the best new restaurants are popping up in hotels. Business Week, 130-131.
17. Cronin, J. Jr., & Taylor, S. A. (1992). Measuring service quality：A reexamination and extension. Journal of Marketing, 56(July), 55-68.
18. Crosby, L. A. & Stephens, N. (1987). Effects of relationship marketing on satisfaction, retention, and prices in the life insurance industry. Journal of Marketing Research, 24, 404-411.
19. Day, Ralph L. Perreault& William P. Jr. (1977). Extending the concept of consumer satisfaction in advance in consumer research. Association for Consumer Research, 149-154.
20. Delwiche, J. (2004). The impact of perceptual interactions on perceived flavor. Food Quality and Preference, 15(2), 137-146.
21. Dick A. S. & Basu K. (1994). Customer loyalty: toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), 99-113.
22. Etzel, M. J., B. J. Walker, & W. J. Stanton. (2001). Marketing Management (12th ed.), CA: McGraw-Hill.
23. Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, 56, 6-21.
24. Frederick, F. R., & Schefter, P. (2000). E-Loyalty. Harvard Business Review, Vol.78, No.4, pp. 105-113.
25. Gale B. T. (1994). Managing Customer Value. New York, NY: The Free Press.
26. Grønholdt, L., Martensen A., & Kristensen K. (2000).The relationship between customer satisfaction and loyalty: Cross-industry differences. Total Quality Management, 11(4/5/6), 509-514.
27. Grönroos, C. (1982). Internal Marketing—Theory and Practice. In American Marketing Association Services Marketing Conference Proceedings.
28. Grunert, K.G., Hartvig Larsen, H., Madsen, T. K. & Baadsgaard, A. (1996). Market Orientation in Food and Agriculture. Norwell, Boston, MA: Kluwer.
29. Handy, C. R. & Pfaff, M. (1975). Consumer Satisfaction with food product and marketing service. Journal of Business Research, 49-61.
30. Hjorth-Anderson, C. (1984). The concept of quality and the efficiency of markets for consumer product. Journal of Consumer Research, 11(2), 708-718.
31. Howard, J. A. & Sheth, J. N. (1969). The Theory of Buyer Behavior. New York, NY.: John Wiley& Sons Inc.
32. Hurley, R.H, Estelami, H (1998). Alternative Indexes for Monitoring Customer Perceptions Of Service Quality： A Comparative Evaluation in A Retail Context. Journal of Academy of Marketing Science, 26, 209-221.
33. Jacoby, J. & Kyner D. B. (1973). Brand loyalty vs. repeat purchasing behavior. Journal of Marketing Research, 10, 1-9.
34. Jacoby, J. & R. W. Chestnut. (1978). Brand Loyalty Measurement and Management. New York, NY: John Wiley.
35. Johns, N., & Tyas, P. (1996). Investigating of the perceived components of the meal experience, using perceptual gap methodology. Progress in Tourism and Hospitality Research, 2(1), 15-26.
36. Johnson, M. D., Hermann A. & Gustafsson A. (2002). Comparing customer satisfaction across industries and countries. Journal of Economic Psychology, 23, 749-769.
37. Jones, T. O. and Sasser Jr. W. E. (1995). Why satisfied customer defect. Harvard Business Review, 73(6), 88-91.
38. Juran(1974), A universal approach to managing for quality. Quality Progress, August, 19-24.
39. Kivela, J., Inbakaran, R., & Reece, J. (1999).Consumer research in the restaurant environment, Part 1: A conceptual model of dining satisfaction and return patronage. International Journal of Contemporary Hospitality Management, 11(5), 205-222.
40. Kotler, P. (1996). Marketing Management: Analysis, Planning, Implementation and Control, 9th ed. NJ: Prentice-Hall.
41. Kotler, P., Ang, S. H., Leong, S. M., & Tan, C. T. (1999). Marketing management: An Asian perspective. Englewood Cliffs, NJ: Prentice-Hall.
42. Levitt, Theodore (1972). Production-line approach to service. Harvard Business Review, 50, 41-52.
43. Millan, A. & Esteban, A. (2004). Development of a multiple-item scale for measuring customer satisfaction in travel agencies services. Tourism Management, 25(5), 533-546.
44. Monroe K. B. (1990). Pricing: Making Profitable Decisions. New York, NY: McGraw-Hill Publishing Company.
45. Ohammad, R. H., Jazani, N., Hajikarimi, A., & Ebrahimi, A. (2011). The effect of demographic characteristics on antecedents and consequences of customer satisfaction in banking Industry. Canadian Social Science, 7 (4), 198-203.
46. Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17, 460-469.
47. Oliver, R. L. (1993). Cognitive, affective and attribute bases of the satisfaction response. Journal of Consumer Research, 20(3), 418-430.
48. Oliver, R. L. (1999). Whence customer loyalty. Journal of marketing, 63, 33-44.
49. Parasuraman, A. , Zeithaml, V.A., and Berry, L.L.(1985).A conceptual model of service quality and its implication for future research. Journal of Marketing, 49, 41-50.
50. Parasuraman, A. , Zeithaml, Valarie A. and Berry, L. L.(1988). SERVQUAL : a multiple-item scale for measuring consumer perception. Journal of Retailing, 64(1), 12-40.
51. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: Implications for future research. Journal of Marketing, 58(1), 111-124.
52. Patterson, P. G., & Spreng, R. A. (1997). Modeling the relationship between perceived value, satisfaction and repurchase intentions in a business-to-business, services context: An empirical examination. International Journal of service Industry management, 8(5), 414-434.
53. Péneau, S., Hoehn, E., Roth, H.-R., Escher, F., & Nuessli, J. (2006). Importance and consumer perception of freshness of apples. Food Quality and Preference, 17(1/2), 9-19.
54. Peppers, D. & Rogers M. (1993). The one to one future : building relationships one customer at a time. New York: Currency Doubleday.
55. Peri, C. (2006). The universe of food quality. Food Quality and Preference, 17(1/2), 3-8.
56. Petrick, J. F., (2002). Development of a multi-dimensional scale for measuring the perceived value of a service. Journal of Leisure Research, 34(2), 119-134.
57. Pfaff, M. (1977). The index of consumer satisfaction: Measurement problems and
58. opportunities. In H. K. Hunt (Ed.), Conceptualization and measurement of consumer satisfaction and dissatisfaction. Cambridge, MA: Marketing Science Institute.
59. 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 (11), 1762-1800.
60. Reichheld, F. F. & W. E. Sasser (1990). Zero defection: quality comes to
61. Services. Harvard Business Review, 68, 105-111.
62. Reynolds, F.D., Darden, W.R., & Martin, W. (1974). Developing an image the store-loyal customer. Journal of Retailing, 50 (4), 73-84.
63. Rijswijk, W.V. & Frewer, L.J. (2008). Consumer perceptions of food quality and safety and their relation to traceability. British Food Journal, 110(10), 1034-1046.
64. Rosander, A. C. (1980). Service industry QC-is the challenge being met. Quality Progress, 12, 34-35.
65. Sasser, W. E., Olsen, JR. R. P., & Wyckoff D. D. (1978). Management of Service Operations: Text, Cases and Readings. Boston, MA: Allyn and Bacon.
66. Selnes, F. (1993). An examination of the effect of product performance on brand reputation, satisfaction and loyalty. European Journal of Marketing, 27(9), 19-35.
67. Sheth, J. N., Bruce, I. N. & Barbara, L. G.(1991). Consumption Values and Market Choice. Cincinnati, Ohio: South Western Publishing.
68. Singh, J. and D. Sirdeshmukh.(2000). Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments. Journal of the Academy of Marketing Science, 28, 150-167.
69. Sirdeshmukh, D., Singh J. & Sabol B. (2002). Consumer trust, value, and loyalty in relational exchanges. Journal of Marketing, 66, 15-37.
70. Slama,M.E.&Tashchian,A. (1985). Selected socioeconomic and demographic characteristics associated with purchasing involvement. Journal of Marketing, 49 (winter), 72-82.
71. Sulek, J. M., & Hensley, R. L. (2004). The relative importance of food, atmosphere, and fairness of wait. Cornell Hotel and Restaurant Administration Quarterly, 45(3), 235-247.
72. Susskind, A. M., & Chan, E. K. (2000). How restaurant features affect check averages. Cornell Hotel and Restaurant Administration Quarterly, 41(6), 56-63.
73. Sweeney, J. C., Soutar, G. N. and Johnson, L. W. (1999). Retail service quality andperceived value. Journal of Retailing and Consumer Service, 4, 39-48.
74. Taylor, S. A., & Baker, T. L. (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of consumers’ purchase intentions. Journal of Retailing, 70(2), 163-178.
75. Thaler, R. (1985). Mental accounting and consumer choice. Marketing Science, 4, 199-214.
76. Voss, G. B. , Parasuraman,A., & Grewal, D.(1998).The roles of price, performance, and expectations in determining satisfaction in service, exchange. Journal of Marketing, 62(October), 46-61.
77. Wakefield, R. L. (2001). Service quality. The CPA Journal, 71 (8), 58-60.
78. Westbrook, R. A. (1980). Intrapersonal affective influences on consumer satisfaction with products. Journal of Consumer Research, 7 (1), 49-54.
79. William Boulding, Ajay Kalra, Richard Staelin & Valerie Zeithaml (1993). A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions. Journal of Marketing Research(February), 7-27.(Lead Article).
80. Woodruff, R. B., Cadotte E. R. & Jenkins R. L. (1983). Modeling consumer satisfaction processes using experience-based norms. Journal of Marketing Research, 20, 296-304.
81. Woodruff, R. B. & Gardial, S. F. (1996). Know Your Customer：New Approaches to Understanding Customer Value and Satisfaction. Cambridge, MA: Blackwell Publishers.
82. Young Namkung & SooCheong(Shawn) Jang (2007). Does Food Quality Really Matter in Restaurant? It’s Impact on Customer Satisfaction and Behavioral Intentions. Journal of Hospitality & Tourism Research, 31 (August), 386-406.
83. Zeithaml, V. A. (1988), Consumer perception of price, quality and value: A
84. means-end model and synthesis of evidence. Journal of Marketing, 52 (July), 2-22.
85. Zeithaml, V. A. and Bitner, M. J (1996). Service Marketing. New York, NY: McGraw-Hill.
86. Zeithaml, V.A. & Bitner, M.J.(2000). Services marketing: integrating customer focus across the firm (2rd. ed). London :McGraw-Hill.
87. Zins, A. (2002). Consumption emotions, experience quality and satisfaction: A structural analysis for complainers versus non-complainers. Journal of Travel & TourismMarketing, 12(2/3), 3-18.
三、線上資料
1. Yahoo！奇摩股市。上網日期2013年6月1日，取自
http://tw.stock.yahoo.com/
2. 中文百科在線。上網日期2013年6月27日，取自
http://www.zwbk.org/
3. 行政院主計總處。上網日期2013年6月1日，取自
http://www.dgbas.gov.tw/mp.asp?mp=1
4. 京都鐵板燒官方網站。上網日期2013年6月1日，取自http://www.kyo-to.com.tw/media.html
5. 財政部財政資訊中心。上網日期2013年5月20日，取自http://www.fia.gov.tw/mp.asp?mp=1
6. TTR台灣趨勢研究報告。上網日期2013年5月20日，取自http://www.twtrend.com/upload/shares/a_13577271410.pdf
7. 經濟部統計處商業動態調查。上網日期2013年6月27日，取自http://www.moea.gov.tw/Mns/dos/content/Content.aspx?menu_id=6831
8. 維基百科。上網日期2013年6月26日，取自
http://zh.wikipedia.org/zh-tw/%E7%BB%B4%E5%9F%BA%E7%99%BE%E7%A7%91 |
