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一、英文書目 參考文獻 1. Aaker, D, A. (1991). Management brand equity: Capitalizing on the Value of a Brand Name. New York: Free Press. 2. Anderson, E. W., Fornelli, C., & Lehmann, D. R., (1994). Customer satisfaction, market share, a nd profitability: Findings from Sweden, Journal of Marketing, 58, July, 53-66. 3. Anderson, E. W., & Sullivan, M. W. (1990). Customer satisfaction and retention across firms. In Marketing Special Interest Conference on Services Marketing, TIMS College, Nashville. TN. 4. Anderson, E. W., & Sullivan, M. W. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing Science, 12, 125-143. 5. Andrew, F. M., & Withy, S. B. (1976). Social Indicators of Well-being. New York: Free Press. 6. Berry, L. L., & Parasuraman, A. (1991). Marketing Services-Competing Through Quality. New York: Free Press. 7. Bitner, M. J. (1990). 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Academy of Management Review, 20(3), 709-734. 21. Mothersbaugh, D. L., Hawkin, D. I., & Kleiser, S. B. (2019). Consumer behavior: Buildin g marketing strategy. Boston: McGraw-Hill Higher Education. 22. Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E., & Schlesinge , L. A. (1994). Putting the service profit chain to work. Harvard Business Review, 72(2),68,164-174. 23. Howard, J. A., & Sheth, J. N. (1969). The Theory of Buyer Behavio. New York: Free Press. 24. Jacoby, G. J. & Jacqueline, B. S. (1977). Information acquisition behavior in brand choice situations. Journal of Consumer Research 3(4), 209-216. 25. Juran, J. M. (1989). Universal approach to managing for quality, Executive Excellence, 6(5), 15-17. 26. Kotler, P. (1991). Marketing management:Analysis, planning implementation, and control, Englewood Cliffs, N.J.: Prentice-Hall. 27. Kolter, P. (1999). Marketing management: The millennium edition. Upper Saddie River, N.J: Prentice-Hall. 28. Kim,Y.G., & Li, G. (2009). Customer satisfaction with and loyalty towards online travel products: A transaction cost economic perspective. Tourism Economics, 15(4), 825-846. 29. Gunning, L. J., Teske, E.,M., Robben, J. H., & Sigrist, N. E. (2012). Evaluation of a veterinary triage list modified from a human five‐point triage system in 485 dogs and cats. Journal of Veterinary Emergency and Critical Care, 22(3), 303-312. 30. Lehtinen, U., & Lehtinen, J. R. (1991). Two approaches to service quality dominions, Service Industries Journal, 11, July, 287-303. 31. Lovelock, C. (2001). A retrospective commentary on the article new tools for achieving service quality. The Cornell Hotel and Restaurant Administration Quarterly, 42(4), 39-46. 32. Monroe, K. B., & Krishnan, R. (1985). The effect of price on subjective product evaluations. Perceived quality, 1(1), 209-232. 33. Neal, W. D. (1999). Satisfaction is nice, but value drives loyalty. Marketing Research, 11(1), 20. 34. Nguyen, N., & Leblanc, G. (2001). Corporate image and corporate reputation in customers’ retention decisions in services. Journal of Retailing and Consumer Services, 8(4), 227-236. 35. Oh, M. (1999). Service quality, customer satisfaction and customer value: A Holistic Perspective. International Journal of Hospitality Management, 18(1), 67-82. 36. Oliver, R. L. (1980). A cognitive model of the antecedents and conquer of satisfaction decisions. Journal of Marketing Research, 17(4), 460-469. 37. Pender, N. J. (2014). Health promotion in nursing practice. Appleton & Lange, East Norwalk, 7nd ed. 9-11. 38. 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), 12-40 39. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1991). Understanding customer expectations of service. Sloan Management Review, 32(3), 39-48. 40. Reichheld, F. F., & Sasser, W. E.(1994). Zero defections: Quality cornes to services. 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二、中文書目 1. 王人國 (2007)。顧客關係管理,華立圖書股份有限公司。 2. 石小珍 (2009)。服務品質與專業能力對顧客忠誠度之影響—以基層醫療院所 為例,國立東華大 學. 企業管理學系碩士在職班碩士論文。 3. 李永年(1998)。產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,國立政治大學 企業管理研究所碩士論文。 4. 林玫玫(2005)。服務品質與顧客滿意度關係之研究,經營管理論叢,第一屆 管理與決策學術研討 會特刊,287-294。 5. 林珈卉 (2017) 。服務品質、顧客滿意度與顧客忠誠度之研究-以醫療業為例, 國立東華大學企業 管理學系碩士論文。 6. 邱振儒譯 (2002)。Robert E, Wayland, Paul M.Cole,客戶關係管理,城邦 文化事業股份有限 公司。 7. 柯宜君 (2000)。消費者認知之產品品質、服務品質及價格對滿意度及忠誠度 之影響—於三種有形. 性比重不同服務業之比較,國立政治大學企業管理碩士 班論文。 8. 周庭如 (2018)。知覺價值、服務品質、滿意度與行為意圖之探討-以台北米其 林星級餐廳為例, 實踐大學企業管理學系碩士班 碩士學位論文。 9. 莊立民、段起祥 (2006)。台灣服務業組織創新量表發展之研究,65-83。 10. 陳耀茂 (1997)。服務品質管理手冊,遠流出版事業股份有限公司。 11. 陳穎峰 (2008)。中國大陸醫療機構的人資源發展,人力資源管學報 8(4),59-79。 12. 陳冠仰、陳柏元、戴有德、巫立宇 (2016)。知覺品質、知覺價值與行為意圖關 係之研究-交易成本觀點〉,台大管理論叢,27(1),191-224。 13. 陳 杰 (2017)。新竹縣中高年齡原住民族與非原住民族身體組成與健康自覺的 差異,國立清華大學體育學系碩士在職進修專班碩士學位論文。72 14. 陳柏憲 (2010)。顧客關係、品牌知名度、企業形象、服務品質、顧客滿意度與 顧客忠誠度間關 係之研究—以國內醫療器材業為例,國立交通大學管理學院 企業管理碩士學程(MBA)碩士論文。 15. 張瑋倫 (2005)。顧客關係管理-理論與實務,學貫行銷股份有限公司,4-14。 16. 張淑青 (2007)。價格知覺對顧客滿意之影響-童話與對比效果的探索,朝陽商 管評論,6(1),47-76。 17. 趙新銘 (2007)。服務創新,規範性評估,服務品質與顧客滿意度關係之研究- 以小客車租賃業為例,成功大學高階管理碩士在職專班 (EMBA) 學位論文,1-120。 18. 曾奕哲 (2017)。服務品質、顧客滿意度與顧客忠誠類型關係之研究-以美崙觀 光酒廠為例,國立東華大學企業管理學系碩士論文。 19. 黃育慧 (2011)。服務品質對商圈消費者滿意度與忠誠度之影響-以新北市評析 悠活村品牌商圈為例,國立東華大學企業管理學系碩士論文。 20. 黃逸甫 (2007)。影響行為意向因素之研究-以金融業為例。台灣大學資訊管理 學研究所學位論文,1-41。 21. 黃恆獎、李佳璋 (1997)。產品績效指標、消費者滿意度及購後行為之整合分 析,台大管理論叢 8(1)。 22. 蔡佩珊 (2012)。 服務創新與品牌形象對購買意願,顧客滿意度影響之探討-以 台灣智慧型手機使用者實證研究。臺灣師範大學工業科技教育學系在職進修 碩士班學位論文,1-113。 23. 楊錦洲(2002)。服務業品質管理,國立交通大學 品質學會。 24. 楊子江 (2009)。2009 年財政統計通報第 17 號,財政部統計處。 25. 彭偉族 (2016)。品牌知名度與品牌形象影響品牌忠誠度之探討,國立東華大 學企業管理學系碩士在職專班碩士論文。 26. 詹勳昊 (2017)。網路購物服務品質、知覺價值與顧客反應間關係之研究,國立 東華大學企業管理學系碩士論文。 27. 廖舜怡 (2002)。一對一顧客關係管理系統之建構-以醫療體系為例,國立成功 大學工業管理研究所碩士論文。 28. 歐陽德莊 (2018)。專業能力,服務品質,關係品質與顧客忠誠度之研究-以高 雄地區進口車 SKODA 原廠汽車服務廠顧客為例,國立高雄科技大學企業管 理系碩士在職專班碩士論文。 29. 顧萱萱、郭建志合譯 (2001)。Lean G.Schiffman, Leslie Leslie Lazar Kanuk,消 費者行為(Consumer Behavior),學富文化事業有限公司。
三、網路文獻 1、中華民國統計資訊網(2019)。取自 https://www.stat.gov.tw/ct.asp?xItem=37407&CtNode=3564&mp=4 2、行政院農委會資料開放平台(2019)。取自 https://data.coa.gov.tw 3、花蓮縣動植物防疫所(2020)。取自 https://acdc.hl.gov.tw/ 4、經濟部台灣經貿網 (2012)。中國大陸寵物用品行業概況。取自 https://info.taiwantrade.com/biznews/%E4%B8%AD%E5%9C%8B%E5%A4%A7% E9%99%B8%E5%AF%B5%E7%89%A9%E7%94%A8%E5%93%81%E8%A1%8C %E6%A5%AD%E6%A6%82%E6%B3%81-947205.html 5、農委會畜牧處(2013) 「近年來台灣寵物產業發展情形及相關管理措施」。取 自 https://www.coa.gov.tw/ws.php?id=2446815 6、農委會動物保護資訊網(2020)。取自 https://animal.coa.gov.tw/Frontend/Know/Detail/LT00000559?parentID=Tab000000 4 |