參 考 文 獻
一、中文部分
丁學勤，(2009)，學校服務品質量表的發展與因素結構之研究，教育學刊，第33期，115-158。
田文彬(2012）服務導向、信任與服務承諾、服務績效關聯性之探討。企業管理學報，94 ，1-18。
李悅菱(2020) 行銷模式與服務品質對再購意願之影響 -以人壽保險為例，國立虎尾科技大學企業管理系經營管理碩士論文。李佳馨(2021) 連鎖藥妝店線上至線下服務設計對顧客滿意度影響之研究，國立雲林科技大學設計學研究所碩士論文。李宇傑(2020)品牌體驗與品牌依附的關係:品牌個性及自尊心的角色，中國文化大學國際貿易學系碩士論文林弘洋(2020) 服務滿意度、產品競爭力、公司品牌價值對顧客再購意願影響之研究–以屏東中華黃頁為例。國立屏東大學企業管理學系現役軍人營區碩士論文。林冠伶(2020) 品牌承諾、知覺公平正義、服務補救與顧客滿意度之研究－以Trivago為例。國立嘉義大學行銷與觀光管理學系碩士論文。林俊光(2018) 主動售後服務行為之探討-以汽車產業為例。國立台北大學企業管理學系碩士論文。林博凱(2010) 休閒農場之國外遊客滿意度研究－以東南亞地區遊客為例。國立台灣大學農業經濟學系碩士論文。林豐閔(2010) 供應商服務導向對零售商關係品質及滿意度影響之研究。國立高雄第一科技大學行銷與流通管理所碩士論文。林采臣(2021) 社群體驗價值,品牌社群承諾與品牌忠誠度關係之研究-以全家便利商店為例。嶺東科技大學行銷與流通管理系碩士論文。林怡君(2001) 觀光旅館人力資源管理實務.服務行為與服務品質關係之研究，中國文化大學觀光事業研究所碩士論文。卓美(2018) 服務創新、顧客導向服務行為、知覺與購買意圖關係之研究--以Rojjanin修車廠為例。正修科技大學經營管理研究所碩士論文。吳貞儀(2013) 導入國家訓練品質系統對提升人力資本與組織績效之影響-以組織文化為觀點。國立高雄第一科技大學企業管理研究所碩士文。吳萬益（2005），企業研究方法，台北：華泰文化事業股份有限公司。
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孫宇屏(2009) 服務導向對顧客行為反應整合模式之研究-以王品集團為例，國立台北科技大學商業自動化與管理研究所碩士論文。黃鈴琪(2015) 心理資本中介上下關係認定與心理幸福感和情感性承諾之關係。國立中山大學人力資源管理研究所碩士論文。黃泰鵬(2015)空手道參與者涉入程度、知覺價值及休閒效益對推薦意願影響之研究。大葉大學休閒管理學系碩士在職專班碩士論文。黃郁倩(2017) 財富管理人員的服務行為對服務滿意的影響研究。國立高雄應用科技大學財富與稅務管理系碩士在職專班論文。黃春生(2000) 服務品質, 關係品質與顧客行為意向關係之研究-以壽險業為例，成功大學工業管理所碩士論文。楊芷瑜(2020) 籃球鞋運動品牌形象、品牌認同與忠誠度對再購意願影響之研究-以UBA大專籃球選手為例。佛光大學管理學系碩士論文。楊錦洲(1996) 影響服務品質特性。品質管制月刊，29(2)，25-29。
詹雅薰(2020) 品牌形象、體驗行銷與顧客知覺價值對再購意願之研究 -以路易莎咖啡為例。東南科技大學產業經營管理研究所碩士班論文。鄭國男(2010) 應用假期滿意度模式及遊客感知遊憩服務水準探討遊憩區景點遊客滿意度之研究—以日月潭國家風景區為例。淡江大學運輪管理學類碩士論文。鄭培伶(2013) 金控品牌形象與互動品質對消費者購買人身保險商品意願之影響。國立成功大學企業管理學系專班碩士論文。二、英文部分
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