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臺大管理論叢

27

卷第

1

223

Zeithaml, V. A., Berry, L. L., and Parasuraman, A. 1996. The behavioral consequences of

service quality.

Journal of Marketing

, 60 (2): 31-46. doi: 10.2307/1251929

Zeithaml, V. A., and Bitner, M. J. 1996.

Service Marketing

. New York, NY: McGraw-Hill.

Zeithaml, V. A., and Kirmani, A. 1993. Advertising, perceived quality, and brand image. In

Aaker, D. A., and Biel, A. L. (Eds.),

Brand Equity and Advertising

: 143-161.

Iowa City, IA: Lawrence Erlbaum Associates, Inc. doi: 10.4324/9781315799537