古永嘉譯（1996）。《企業研究方法》。台北：華泰書局。
林素鈺（2004）。〈服務品質模式之演變〉，《品質月刊》，7: 68-74。
江國良（2004）。〈服務品質衡量方法之探討〉，《品質月刊》，4: 34-37。
李正慧、白純菁（2001）。〈南部民眾對大型購物中心之看法與實證研究〉，《企 銀季刊》，26(1): 57-75。
蘇雲華（1995）。《服務品質衡量方法之比較研究》。國立中山大學企業管理研究 所博士論文。
Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. Journal of Marketing, 58(3), 53-66.
Babin, B. J., Darden, W. R., & Griffin, M. (1994). Work and/or fun: Measuring hedonic and utilitarian shopping value. Journal of Consumer Research, 20(4), 644-656.
Baron, R. M., & Kenny, D. A. (1986). The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical consideration.
Journal of Personality and Social Psychology, 51(6), 1173-1186.
Berman, B., & Evans, J. R. (1978). Retail management a strategic approach. New York:
Macmillan.
Bloemer, J., & Ruyter, K. (1998). On the relationship between store image, story satisfaction and store loyalty. European Journal of Marketing, 32(5/6), 397-513.
Bolton, R. N., & Drew, J. H. (1991). A multistage model of customers’ assessments of service quality and value. Journal of Consumer Research, 17(4), 375-384.
Boulding, K. E. (1956). General system theory – Theory skeletion of science.
Management Science, 32(2), 197-208.
Bowen, J. T., & Chen, Shiang-Lih (2001). The relationship between customer loyalty and customer satisfaction. International Journal of Contemporary Hospital Management, 13(4), 213-217.
Brown, G. H., (1952). Brand loyalty-fact or fiction? Advertising, 23(1), 53-55.
Chaudhuri, A., & Holbrook, M. B. (2001). The chain of effects from brand trust and brand affect to brand performance: The role of brand loyalty. Journal of Marketing, 65(2), 81-93.
Chowdury, J., Reardon, J., & Srivastava, R. (1998). Alternative modes of measuring store image: An empirical assessment of structured versus unstructured measures.
Journal of Marketing Theory and Practice, 6(2), 72-84.
Cronin, J. J., Brady, M. K., & Hult, G. T. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-218.
Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and
Extension. Journal of Marketing, 56(3), 55-68.
Dichter, E. (1985). What’s in an image? Journal of Consumer Marketing, 2(1), 75-81.
Dick, A. S., & Basu, K. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), 99-113.
Dodds, W. B., Monroe, K. B., & Grewal, D. (1991). Effects of price, brand and store information on buyers’ product evaluations. Journal of Marketing Research, 28(3), 307-319.
Engel, J. F., Blackwell, R. D, & Kollat, P. T. (1982). Consumer behavior: theory and application (4th ed.). Forth Worth: Dryden Press.
Fisk, G. (1961). A conceptual model for studying customer image. Journal of Retailing, 37, 5.
Fisk, R. P., Binter, M. J., & Brown, S. W. (1993). Tracking the evolution of the services marketing literature. Journal of Retailing, 69(1), 61-103.
Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience.
Journal of Marketing, 56(1), 6-21.
Frederick, F. R., & Salter, W. Jr. (1990). Zero defections: Quality comes to services.
Harvard Business Review, 68(5), 105-111.
Gale, B. T. (1994). Managing customer value: Creating quality and service that customer can see. New York: The Free Press.
Grewal, D., Krishnan, R., Baker, J., & Borin, N. (1998). The effect of store name, brand name and price discounts on consumers’ evaluations and purchase intentions.
Journal of Retailing, 74(3), 331-352.
Gronholdt, L., Martensen, A., & Kristensen, K. (2000). The relationship between customer satisfaction and loyalty: Cross-industry different. Total Quality Management, 11(4/5/6), 509-516.
Gronroos, C., (1984). A service quality model and its marketing theory. European Journal of Marketing, 18(4), 36-44.
Hirschman, E. C., & Holbrook, M. B. (1982). Hedonic consumption: Emerging concepts, methods and propositions. Journal of Marketing, 46(3), 92-101.
Hirschman, E. C. (1981). Retail research and theory. In B. N. Emis and K. J. Roering (Eds.), Review of marketing (pp. 120-133). Chicago: AMA.
Holbrook, M. B. (1994). The nature of customer value: An axiology of service in the consumption experience. In R. T. Rust & R. L. Oliver (Eds.), Service quality: New directions in theory and practice (pp. 21-71). CA: Sage.
Holbrook, M. B. (1996). Customer value - a framework for analysis and research.
Advances in Consumer Research, 23(1), 138-142.
Jones, T. O., & Sasser, W. E. Jr. (1995). Why satisfied customer defect. Harvard Business Review, 73(6), 88-99.
Katherine, B., Rosann, H., & Spiro, L. (2005). Recapturing store image in customer-based store equity: A construct conceptualization. Journal of Business Research, 58(8), 1112-1120.
Kolter, P., Ang, S. M., Leong, & Tan, C. T. (1999). Marketing management: An asian perspective (2nd ed.). Singapore: Prentice Hall.
Kotler, P. (1994). Marketing management: Analysis, planning, implementation and control (6th ed.). Singapore: Prentice-Hall.
Kunkel, John H., & Berry, Leonard L., (1968). A behavioral conception of retail image.
Journal of Marketing, 32(4), 21-27.
Lessig, V. P. (1973). Consumer store images and store loyalties. Journal of Marketing, 37(4), 72-74.
Lindquist, J. D. (1974). Meaning of image: A survey of empirical and hypothetical evidence. Journal of Retailing, 50(4), 29-38.
McAlexander, J. H., Kim, S. K., & Roberts, S. D. (2003). Loyalty: The influences of satisfaction and brand community integration. Journal of Marketing Theory and Practice, 11(4), 1-11.
Martineau, P. (1958). The personality of the retail store. Harvard Business Review, 36(1), 47-55.
Monroe, K. B. (1990). Pricing: Marketing profitable decisions. New York: McGraw-Hill.
Morrall, K. (1994). Service quality: The ultimate differentiator. Bank Marketing, 26(10), 33-38.
Oliver, Richard L. (1981). Measurement and evaluation of satisfaction processes in retail settings. Journal of Retailing, 57(3), 25-48.
Oliver, Richard L. (1997). Satisfaction: A behavioral perspective on the consumer.
Boston: McGraw-Hill.
Osman, M. Z. (2001). A conceptual model of retail image influences on loyalty patronage behavior. International Review of Retail, Distribution and Consumer Research, 3(2), 133-148.
Oxenfeldt. A. R. (1974). Developing a favorable price-quality image. Journal of Retailing, 50(4), 8-14.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L, (1994). Reassessment of expectations as a comparison standard in measuring service quality: Implications for further research. Journal of Marketing, 58(1), 111-124.
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420-450.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L, (1988). Communication and control process in the delivery of service quality. Journal of Marketing, 52(2), 35-48.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L., (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L., (1985). Quality counts in service, too.
Business Horizons, 28(3), 44-52.
Park, C., Jaworski, J., & Macinnis, J. (1986). Strategic brand concept-image management.
Journal of Marketing, 50(4), 135-146.
Reynolds, W. H. (1965), The role of consumer in image building. California Management Review, 7(3), 69-76.
Sheth, J. N., Newman, B. I., & Cross, B. L. (1991). Why we buy what we buy: The theory of consumption value, Journal of Business Research, 22(2), 159-171.
Sirdeshemukh, D. Singh, J., & Sabol, B. (2002). Consumer trust, value, and loyalty in relation exchanges. Journal of Marketing, 66(1), 15-37.
Sirgy, M. J., & Samli, A. C. (1985). A path analytic model of store loyalty involving self-concept, store image, geographic loyalty, and socioeconomic status. Academy of Marketing Science Journal, 13(3), 265-291.
Sirohi, N., McLaughlin, E. W., & Wittink, D. R. (1998). A model of consumer perceptions and store loyalty intentions for a supermarket retailer. Journal of Retailing, 74(2), 223-245.
Sweeney, J. C., Soutar, G. N., & Johnson, L. W. (1999). The role of perceived risk in the quality-value relationship: A study in a retail environment. Journal of Retailing, 75(1), 77- 105.
Thang, Doreen Chze Lin, & Tan, Benjamin Lin Boon (2003). Linking consumer perception to preference of retail store: An empirical assessment of the multi-attributes of store image. Journal of Retailing and Consumer Services, 10(4), 193-200.
Wakefield, K. L., Blodgett, J. G., & Sloan, H. J. (1996). Measurement and management
of the sportscape. Journal of Sports Management, 10(1), 15-31.
Woodruff, R. B. (1997). Customer value: The next source for competitive edge. Journal of the Academy of Marketing Science, 25, 139-153.
Wong, A., & Sohal, A. (2003). Service quality and customer loyalty perspectives on two level of retail relationship. Journal of Services Marketing, 17(5), 495-513.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequence of service quality. Journal of Marketing, 60(2), 31-46.
Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2-22.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1988). SERVQUAL: A multiple-item scale for measuring customer perceptions of service quality. Journal of Retailing, 64(1), 12-40.