19.04.2015 Views

海上休憩活動服務品質對行為意向之影響 - 國立澎湖科技大學

海上休憩活動服務品質對行為意向之影響 - 國立澎湖科技大學

海上休憩活動服務品質對行為意向之影響 - 國立澎湖科技大學

SHOW MORE
SHOW LESS

You also want an ePaper? Increase the reach of your titles

YUMPU automatically turns print PDFs into web optimized ePapers that Google loves.

管 理 實 務 與 理 論 研 究 (2009.03)。3(1),28 – 44。<br />

海 上 休 憩 活 動 服 務 品 質 對 行 為 意 向 之 影 響<br />

Nunnally, J. C. (1978). Psychometric theory (2nd ed.). NY: McGraw Hill.<br />

Oliver, R. L. (1980). A Cognitive Model for the Antecedents and Consequences of<br />

Satisfaction, Journal of Marketing Research, 17, 460-469.<br />

Oliver, R. L. (1981). Measurement and Evaluation of Satisfaction Processes in Retailing<br />

Settings, Journal of Retailing, 57, 25-48.<br />

Parasuraman, A., Valarie, A. Zeithaml., & Leonard, L. B. (1985). A conceptual model of<br />

service quality and its implications for future research. Journal of Marketing, 49(3),<br />

41-50.<br />

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale<br />

for measuring consumer perceptions of service quality. Journal of Retailing, 64(1),<br />

12-40.<br />

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1996). The Behavioral Consequences of<br />

Service Quality, Journal of Marketing, 60(2), 31-46<br />

Reichheld, F. F., & Sasser, W. E. (1990). Zero defections: quality comes to services. Harvard<br />

Business Review, 68, 105-111.<br />

Reichheld, F. F. (1996). Loyalty Effect: The Hidden Force Behind Growth, Profits and<br />

Lasting Value, Combridge, MA: Harvard Business School Press.<br />

Tian-Cole, S., Crompton, J. R., & Willson, V. L. (2002). An empirical investigation of the<br />

relationships between service quality, satisfaction and behavior intentions among visitors<br />

to a wildlife refuge. Leisure, 34(1), 1-24.<br />

Westbrook, R. A. (1980). Consumer Satisfaction as a Function of Personal Competence /<br />

Efficacy. Journal of the Academy of Marketing Science, 8(4), 427-437.<br />

Woodside, A. G., Frey, L., & Paly, R. T. (1989). Linking Service Quality, Customer<br />

Satisfaction and Behavioral Intention, Journal of Care Marketing, 9(4), 5-17.<br />

Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The Behavioral Consequences of<br />

Service Quality. Journal of Marketing, 60, 31- 46.<br />

44

Hooray! Your file is uploaded and ready to be published.

Saved successfully!

Ooh no, something went wrong!