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二、 英文部分
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11. Robert M. Morgan & Shelby D. Hunt (1994),“The Commitment-Trust Theory of Relationship Marketing,” Journal of Marketing, 20-38.
12. Linda L. Price and Eric J. Arnould (1999),“Commercial Friendships: Service Provider-Client Relationship in Context,” Journal of Marketing, 38-56.
13. Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry (1985), “A Conceptual Model of Service Quality and Its Implications for Future Research,” Journal of Marketing, 41-50.
14. Parasuraman, Zeithaml, Berry (1988),“SERVQUAL：A Multiple-item Scale for Measuring Consumer Perception of Service Quality,” Journal of Retailing, 12-40.
15. Mohammed Rafiq and Pervaiz K. Ahmed (1995)“Using the 7Ps as a generic marketing mix:an exploratory survey of UK an European marketing academics,”Marketing Intelligence & Planning, 4-15.
16. Byron Sharp (1995), “Brand Equity and Market-Based Assets of Professional Service Firms,”Journal of Professional Services Marketing, 3-13.
17. Jagdip Singh and Deepak Sirdeshmukh (2000), “Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgements”, Journal of Academy of Marketing Science, 150-167.
18. Larry R. Smeltzer (1997)“The Meaning and Origin of Trust in Buyer-Supplier Relationships,” International Journal of Purchasing and Materials Management ,40-48.
19. Stephen S. Tax, Stephen W. Brown, & Murali Chandrashekaran (1998),“Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing,” Journal of Marketing, 60-76.
20. Glenn B. Voss, A. Parasurman, and Dhruv Grewal (1998), “The Roles of Price, Performance, and Expectations in Determining Satisfaction in Service Exchanges,”Journal of Marketing , 46-61.
21. Zeithaml, Valerie A., Leonard L. Berry, and A. Parasuraman (1996), “The Behavioral Consequences of Service Quality,”Journal of Marketing, 31-46.
22. Zeithaml, Valerie A. and Mary Jo Bitner (1996), Service Marketing, McGraw-Hill. |
