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第 六 章 參 考 文 獻
一 、 英 文 文 獻
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about how you make them feel,” McGraw-Hill Inc.
3. Boltonetal(2000)Bolton, Ruth N., P. K. Kannan, Mathew D. Bramlett.
2000. Implication of loyalty programs and service experiences for customer
4. Bowen, J. I. and Chen, S. L., (2001), The relationship between customer
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Cornell Hotel and Restaurant Administration Quarterly, 39 (1), 12-25
6. Bowen, J. T. and S. Shoemaker.(1998).“Loyalty: A strategic commitment,”
Cornell Hotel and Restaurant Administration Quarterly, 39 (1), 12-25
7. Bowen, J.T. & Chen, S.L., “The relationship between customer loyalty and
customer satisfaction”, International Journal of Contemporary Hospitality,
V ol. 13,pp.213-217.
8. Cardozo(1965), R. N., “An Experimental Study of Customer Effort,
Expectation and Satisfaction”, Journal of Marketing Research, Vol.2,
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9. Caruana, A. (2003), Service loyalty: the effects of service quality and the
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811-955.
10. Chang, C.H. and Tu, C.Y., “Exploring store image, customer satisfaction
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industry,” Journal of American Academy of Business, Vol. 7, No. 2, 2005,
pp. 197-202.
11. Chaudhuri, A. and Holbrook, M.B. (2001), “The Chain of Effects from
Brand Trust and Brand Affect to Brand Performance: The Role of Brand
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