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臺大管理論叢

26

卷第

2

339

Gustafsson, A., Johnson, M. D., and Roos, I. 2005. The effects of customer satisfaction,

relationship commitment dimensions, and triggers on customer retention.

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Harvard Business Review

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employees: An empirical investigation.

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Emotional Contagion

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Helkkula, A., Kelleher, C., and Pihlström, M. 2012. Characterizing value as an experience:

Implications for service researchers and managers.

Journal of Service Research

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15 (1): 59-75. doi: 10.1177/1094670511426897

Hennig-Thurau, T., Groth, M., Paul, M., and Gremler, D. D. 2006. Are all smiles created

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Hennig-Thurau, T., Gwinner, K. P., and Gremler, D. D. 2000. Why customers build

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Psychology & Marketing

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New York, NY: Free Press.