

臺大管理論叢
第
27
卷第
1
期
223
Zeithaml, V. A., Berry, L. L., and Parasuraman, A. 1996. The behavioral consequences of
service quality.
Journal of Marketing
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Zeithaml, V. A., and Bitner, M. J. 1996.
Service Marketing
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Zeithaml, V. A., and Kirmani, A. 1993. Advertising, perceived quality, and brand image. In
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Brand Equity and Advertising
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Iowa City, IA: Lawrence Erlbaum Associates, Inc. doi: 10.4324/9781315799537