參考文獻 |
References
Aaker, D.A. (2004), Strategic Market Management, John Wiley and Sons: New York, NJ.
Ahn, B.S. and Choi, S.H. (2008), “ERP System Selection Using a Simulation-based AHP Approach: A Case of Korean Homeshopping Company,” Journal of the Operational Research Society, Vol. 59, No. 3, pp. 322–330.
Akamavi, R.K. (2005), “A Research Agenda for Investigation of Product Innovation in the Financial Services Sector,” Journal of Services Marketing, Vol. 19, No. 6, pp. 359–37.
Alam, I. (2002), “An Exploratory Investigation of User Involvement in New Service Development,” Journal of the Academy of Marketing Science, Vol. 30, No. 3, pp. 250–261.
Blanchard, R.F. and Galloway, R.L. (1994), “Quality in Retail Banking,” International Journal of Service Industry Management, Vol. 5, No. 4, pp. 5–23.
Charnes, A., Cooper, W.W. and Ferguson, R.O. (1955), “Optimal Estimation of Executive Compensation by Linear Programming,” Management Science, Vol. 1, No. 2, pp. 138–151.
Chen, J.K. and Chen, I.S. (2008), “VIKOR Method for Selecting Universities for Future Development Based on Innovation,” Journal of Global Business Issues, Vol. 2, No. 1, pp. 53–59.
Chen, K.K., Chang, C.T. and Lai, C.S. (2009), “Service Quality Gaps of Business Customers in the Shipping Industry,” Transportation Research Part E, Vol. 45, No. 1, pp. 222–237.
Chiu, Y.J., Chen, H.C., Tzeng, G.H. and Shyu, J.Z. (2006), “Marketing Strategy Based on Customer Behaviour for the LCD-TV,” International Journal and Decision Making, Vol. 7, No. 2/3, pp. 143–165.
Chung, S.H., Lee, A.H.I. and Pearn, W.L. (2005), “Analytic Network Process (ANP) Approach for Product Mix Planning in Semiconductor Fabricator,” International Journal of Production Economics, Vol. 96, No. 1, pp. 15–36.
Cooper, R. (1979), “The Dimensions of Industrial New Product Success and Failure,” Journal of Marketing, Vol. 43, No. 3, pp. 93–103.
Cooper, R. and de Brentani, U. (1991), “New Industrial Financial Services: What Distinguishes the Winners,” Journal of Product Innovation & Management, Vol. 8, No. 2, pp. 75–90.
Cooper, R. and Edgett, S. (1996), “Critical Success Factors for New Financial Services,” Marketing Management, Vol. 5, No. 3, pp. 26–37.
Cooper, R. and Kleinschmidt, E. (1987), “Success Factors in Product Innovation,” Industrial Marketing Management, Vol. 16, No. 3, pp. 215–223.
Cooper, R., Easingwood, C., Edgett, S., Kleinschmidt, E. and Storey, C. (1994), “What Distinguishes the Top Performing New Products in Financial Service,” Journal of Product Innovation & Management, Vol. 11, No. 4, pp. 281–299.
Dale, B.G. and Wan, G.M. (2002), “Setting up a quality costing system,” Business Process Management Journal, Vol. 8, No. 2, pp. 104–116.
Davies, M. (2001), “Adaptive AHP: A Review of Marketing Applications With Extensions,” European Journal of Marketing, Vol. 35, No. 7/8, pp. 872–893.
Davison, H., Watkins, T. and Wright, M. (1989), “Developing New Personal Financial Products—Some Evidence of the Role of Market Research,” International Journal of Bank Marketing, Vol. 7, No. 1, pp. 8–15.
de Brentani, U. (1993), “The New Product Process in Financial Services: Strategy for Success,” International Journal of Bank Marketing, Vol. 11, No. 3, pp. 15–22.
de Brentani, U. (2001), “Innovative Versus Incremental New Business Services: Different Keys for Achieving Success,” Journal of Product Innovation Management, Vol. 18, No. 3, pp. 169–187.
de Jong, J.P.J. and Vermeulen, P.A.M. (2003), “Organizing Successful New Service Development: A Literature Review,” Management Decision, Vol. 41, No. 9, pp. 844–858.
Deal, K. and Edgett, S. (1997), “Determining Success Criteria for Financial Products: A Comparative Analysis of CART, Logit and Factor/Discriminant Analysis,” The Service Industries Journal, Vol. 17, No. 3, pp. 489–506.
Ding, X., Verma, R. and Iqbal, Z. (2007). “Self-service Technology and Online Financial Service Choice,” International Journal of Service Industry Management, Vol. 18, No. 3, pp. 246–268.
Easingwood, C. and Percival, J. (1990), “Evaluation of New Financial Services,” International Journal of Bank Marketing, Vol. 8, No. 6, pp. 3–8.
Easingwood, C. and Storey, C. (1991), “Success Factors for New Consumer Financial Services,” International Journal of Bank Marketing, Vol. 9, No. 1, pp. 3–10.
Edgett, S. (1993), “Developing New Financial Services within UK Building Societies,” International Journal of Bank Marketing, Vol. 11, No. 3, pp. 35–43.
Edgett, S. (1994), “The Traits of Successful New Service Development,” Journal of Service Marketing, Vol. 8, No. 3, pp. 40–49.
Edgett, S. (1996), “The New Product Development Process for Commercial Financial Services,” Industrial Marketing Management, Vol. 25, No. 6, pp. 507–515.
Edgett, S. and Jones, S, (1991), “New Product Development in the Financial Service Industry: A Case Study,” Journal of Marketing Management, Vol. 7, pp. 271–284.
Edgett, S. and Parkinson, S. (1994), “The Development of New Financial Services,” International Journal of Service Industry Management, Vol. 5, No. 4, pp. 24–38.
Edvardsson, B. (1997), “Quality in New Service Development: Key Concepts and A Frame of Reference,” International Journal of Production Economics, Vol. 52, No. 1/2, pp. 31–46.
Edvardsson, B., Gustafsson, A., Johnson, M.D. and Sanden, B. (2000), New Service Development and Innovation in the New Economy, Studentlitteratur AB: Sweden.
Fahy, J. and Smithee, A. (1999), “Strategic Marketing and the Resource Based View of the Firm,” Academy of Marketing Science Review, Vol. 1999, No. 10, pp. 1–20.
Frost, F.A. and Kumar, M. (2001), “Service Quality between Internal Customers and Internal Suppliers in an International Airline,” The International Journal of Quality & Reliability Management, Vol. 18, No. 4/5, pp. 371–386.
Garver, M.S. (2003), “Best Practices in Identifying Customer-driven Improvement Opportunities,” Industrial Marketing Management, Vol. 32, No. 6, pp. 455– 466.
Gustafsson, A., Ekdahl, F. and Edvardsson, B. (1999), “Customer Focused Service Development in Practice: A Case Study at Scandinavian Airlines System (SAS),” International Journal of Service Industry Management, Vol. 10, No. 4, pp. 344–358.
Hansen, E. and Bush, R. J. (1999), “Understanding Customer Quality Requirements: Model and Application,” Industrial Marketing Management, Vol. 28, No. 2, pp. 119–130.
Helm, R., Scholl, A., Manthey, L. and Steiner, M. (2004), “Measuring Customer Preferences in New Product Development: Comparing Compositional and Decompositional Methods,” International Journal of Product Development, Vol. 1, No. 1, pp. 12–29.
Hsu, P.F. and Chen, B.Y. (2007), “Developing and Implementing a Selection Model for Bedding Chain Retail Store Franchisee Using Delphi and Fuzzy AHP,” Quality & Quantity, Vol. 41, No. 2, pp. 275–290.
Hwang, G.H. and Aspinwall, E.M. (1999), “The development of a quality cost model in a telecommunications company,” Total Quality Management, Vol. 10, No. 7, pp. 949–965.
Iqbal, Z., Verma, R. and Baran, R. (2003), “Understanding Consumer Choices and Preferences in Transaction-based e-services,” Journal of Service Research, Vol. 6, No. 1, pp. 51–64.
Johne, F.A. and Harbourne, P. (1985), “How Large Commercial Banks Manage Product Innovation,” International Journal of Bank Marketing, Vol. 3, No. 1, pp. 54–70.
Karjaluoto, H. (2002), “Selection Criteria for a Mode of Bill Payment: Empirical Investigation among Finish Bank Customers,” International Journal of Retail & Distribution Management, Vol. 30, No. 6, pp. 331–339.
Kelly, D. and Storey, C. (2000), “New Service Development: Initiation Strategy,” International Journal of Service Industry Management, Vol. 11, No. 1, pp. 45–62.
Kumar, R. and Kumar, U. (2004), “A Conceptual Framework for the Development of a Service Delivery Strategy for Industry Systems and Products,” The Journal of Business & Industrial Marketing, Vol. 19, No. 5, pp. 310–319.
Lam, P.K. and Chin, K.S. (2005), “Identifying and Prioritizing Critical Success Factors for Conflict Management in Collaborative New Product Development,” Industrial Marketing Management, Vol. 34, No. 8, pp. 761–772.
Lambert, D.M. and Sharma, A.A. (1990), “Customer-based Competitive Analysis for Logistics Decisions,” International Journal Physical Distribution & Logistics Management, Vol. 20, No. 1, pp. 17–24.
Lee J.W. and Kim S.H. (2000), “Using Analytic Network Process and Goal Programming for Interdependent Information System Project Selection,” Computers and Operations Research, Vol. 27, No. 4, pp. 367–382.
Lee-Ross, D. (2008), “An Exploratory Study of the Contextual Stability of SERVQUAL amongst Three Retail Clusters in Far North Queensland,” Journal of Place Management and Development, Vol. 1, No. 1, pp. 46–61.
Leung, L.C., Lam, K.C. and Cao, D. (2006), “Implementing the Balanced Scorecard Using the Analytic Hierarchy Process & the Analytic Network Process,” Journal of the Operational Research Society, Vol. 57, pp. 682–691.
Liang, C.J. and Wang, W.H. (2004), “Attributes, Benefits, Customer Satisfaction and Behavioral Loyalty—an Integrative Research of Financial Services Industry in Taiwan,” Journal of Services Research, Vol. 4, No. 1, pp. 57–91.
Lin, C.T. and Hsu, P.F. (2003), “Adopting an Analytic Hierarchy Process to Select Internet Advertising Networks,” Marketing Intelligence & Planning, Vol. 21, No. 3, pp. 183–191.
Lin, C.T. and Wu, C.S. (2008), “Selecting a Marketing Strategy for Private Hotels in Taiwan Using the Analytic Hierarchy Process,” The Service Industries Journal, Vol. 28, No. 8, pp. 1077–1091.
Liou, J.J.H., Tzeng, G.H. and Chang, H.C. (2007), “Airline Safety Measurement Using a Novel Hybrid Model,” Journal of Air Transport Management, Vol. 13, No. 4, pp. 243–249.
Lohse, G.L., Bellman, S. and Johnson, E.J. (2000), “Consumer Buying Behavior on the Internet: Findings from Panel Data,” Journal of Interactive Marketing, Vol. 14, No. 1, pp. 15–29.
Luk, S.T.K and Layton, R. (2002), “Perception Gaps in Customer Expectations: Managers versus Service Providers and Customers,” The Service Industries Journal, Vol. 22, No. 2, pp. l09–l28.
Lynch, J.G., Marmorstein, H. and Weigold, M.F. (1988), “Choices from Sets Including Remembered Brands: Use of Recalled Attributes and Prior Overall Evaluations,” Journal of Consumer Research, Vol. 15, No. 2, pp. 169–184.
Martilla, J.A. and James, J.C. (1977), “Importance-Performance Analysis,” Journal of Marketing. Vol. 41, No. 1, pp. 77–79.
Matthing, J., Sanden, B. and Edvardsson, B. (2004), “New service development: learning from and with customers,” International Journal of Service Industry Management, Vol. 15, No. 5, pp. 479–498.
Matzler, K., Bailom, F., Hinterhuber, H. H., Renzl, B. and Pichler, J. (2004), “The Asymmetric Relationship between Attribute-level Performance and Overall Customer Satisfaction: a Reconsideration of the Importance–performance Analysis,” Industrial Marketing Management, Vol. 33, No. 4, pp. 271–277.
Meade, L.M. and Sarkis, J. (1999), “Analyzing Organizational Project Alternatives for Agile Manufacturing Processes: an Analytical Network Approach,” International Journal of Production Research, Vol. 37, No. 2, pp. 241–261.
Meade, L.M. and Presley, A. (2002), “R&D Project Selection Using the Analytic Network Process,” IEEE Transactions on Engineering Management, Vol. 49, No. 1, pp. 59–66.
Megicks, P., Mishra, A. and Lean, J. (2005), “Enhancing Microfinance Outreach through Market-oriented New Service Development in Indian Regional Rural Banks,” The International Journal of Bank Marketing, Vol. 23, No. 1, pp. 107–124.
Mikulic´, J. and Prebezˇac, D. (2008), “Prioritizing Improvement of Service Attributes Using Impact Range-performance Analysis and Impact-asymmetry Analysis,” Managing Service Quality, Vol. 18, No. 6, pp. 559–576.
Mukherjee, A. and Nath, P. (2005), “An Empirical Assessment of Comparative Approaches to Service Quality Measurement,” The Journal of Services Marketing, Vol. 19, No. 3, pp. 174–184.
Myers, J. (2001), Measuring Customer Satisfaction: Hot Buttons and Other Measurement Issues. American Marketing Association: Chicago, IL.
Ndubisi, N.O. (2006), “A Structural Equation Modeling of the Antecedents of Relationship Quality in the Malaysia Banking Sector,” Journal of Financial Services Marketing, Vol. 11, No. 2, pp. 131–141.
Oldenboom, N. and Abratt, R. (2000), “Success and Failure Factors in Developing New Banking and Insurance Services in South Africa,” International Journal of Banking Marketing, Vol. 18 No. 5, pp. 233-45.
Olsen, N.V., and Sallis, J. (2006), “Market Scanning for New Service Development,” European Journal of Marketing, 40(5/6), 466-484.
Opricovic, S. (1998). Multicriteria Optimization of Civil Engineering Systems. Belgrade: Faculty of Civil Engineering.
Opricovic, S. and Tzeng, G.H. (2002), “Multicriteria Planning of Post-earthquake Sustainable Reconstruction,” Computer-Aided Civil and Infrastructure Engineering, Vol. 17, No. 3, pp. 211–220.
Opricovic, S. and Tzeng, G.H. (2003), “Fuzzy Multicriteria Model for Post-earthquake Land-use Planning,” Natural Hazards Review, Vol. 4, No. 2, pp. 59–64.
Opricovic, S. and Tzeng, G.H. (2004), “Compromise Solution by MCDM Methods: a Comparative Analysis of VIKOR and TOPSIS,” European Journal of Operational Research, Vol. 156, No. 2, pp. 445–455.
Partovi, F.Y. (2007), “An Analytical Model of Process Choice in the Chemical Industry,” International Journal of Production Economics, Vol. 105, No. 1, pp. 213–227.
Pass, M.W. (2005), “Western US College Students: Banking Preferences and Marketplace Performance,” Journal of Financial Services Marketing, Vol. 11, No. 1, pp. 49–63.
Porter, M.E. (1980), Competitive Strategy: Techniques for Analyzing Industries and Competitors, The Free Press: New York, NY.
Porter, M.E. (1991), “Toward a Dynamic Theory of Strategy,” Strategy Management Journal, Vol. 12, No. 8, pp. 95–117.
Saaty, T.L. (1980), The Analytic Hierarchy Process, McGrew Hill: New York, NY.
Saaty, T.L. (1990), “How to Mark a Decision: the Analytic Hierarchy Process”. European Journal of Operational Research, Vol. 48, No. 9, pp. 9–26.
Saaty, T.L. (1996), Decision Making with Dependence and Feedback: The Analytic Network Process, RWS Publications: Pittsburgh, PA.
Sampson, S.E. and Showalter, M.J. (1999), “The Performance-Importance Response Function: Observations and Implications,” The Service Industries Journal, Vol. 19, No. 3, pp. 1–25.
Schiffauerova, A. and Thomson, V. (2006), “A review of research on cost of quality models and best practices,” International Journal of Quality & Reliability Management, Vol. 23, No. 6, pp. 647–669.
Seol, I. and Sarkis, J. (2005), “A Multi-attribute Model for Internal Auditor Selection,” Managerial Auditing Journal, Vol. 20, No. 8, pp. 876–892.
Smith, A.M. and Fischbacher, M. (2005), “New Service Development: a Stakeholder Perspective,” European Journal of Marketing, Vol. 39, No. 9/10, pp. 1025–1048.
Soota, T., Singh, H. and Mishra, R. (2008), “Defining Characteristics for Product Development Using Quality Function Deployment: a Case Study on Indian Bikes,” Quality Engineering, Vol. 20, No. 2, pp. 195–208.
Storey, C. and Easingwood, C. (1993), “The Impact of the New Product Development Project on the Success of Financial Services,” The Service Industries Journal, Vol. 13, No. 3, pp. 40–54.
Storey, C. and Easingwood, C. (1996), “Determinants of New Product Performance: A Study in the Financial Service Sector,” International Journal of Service Industry Management, Vol. 7, No. 1, pp. 32–55.
Storey, C. and Easingwood, C. (1998), “The Augmented Service Offering: A Conceptualization and Study of Its Impact on New Service Success,” Journal of Product Innovation & Management, Vol. 15, No. 4, pp. 335–351.
Storey, C. and Easingwood, C. (1999), “Types of New Product Performance: Evidence from the Consumer Financial Services Sector,” Journal of Business Research, Vol. 46, No. 2, pp. 93–203.
Storey, C. and Kelly, D. (2001), “Measuring the Performance of New Service Development Activities,” The Service Industries Journal, Vol. 21, No. 2, pp. 71–90.
Thwaites, D. and Edgett, S. (1991), “Aspects of Innovation in Turbulent Market Environment: Empirical Evidence from UK Building Societies,” The Service Industries Journal, Vol. 11, No. 3, pp. 346–61.
Tsai, W.H. and Chou, W.C. (2009), “Selecting Management Systems for Sustainable Development in SMEs: A Novel Hybrid Model Based on DEMATEL, ANP, and ZOGP,” Expert Systems with Applications, Vol.36, No.2, pp.1444–1458.
Tsai, W.H., Chou, W.C. and Hsu, W. (2008 Online), “The Sustainability Balanced Scorecard As a Framework for Selecting Socially Responsible Investment: An Effective MCDM Model,” Journal of the Operational Research Society, Available online 17 September, 2008; doi: 10.1057/jors.2008.91.
Tsai, W.H. and Hsu, J.L. (2008), “Corporate Social Responsibility Programs Choice and Costs Assessment in the Airline Industry-A Hybrid Model,” Journal of Air Transport Management, Vol.14, No.4, pp.188–196.
Tsai, W.H., Lo, H.W. and Chou, W.C. (2009), “Evaluation of Mobile Services for 3G Operators’ Future,” International Journal of Mobile Communications, Vol. 7, No. 4, pp. 470–493.
Tzeng, G.H., Chiang, C.H. and Li, C.E. (2007), “Evaluating Intertwined Effects in E-learning Programs: A Novel Hybrid MCDM Model Based on Factor Analysis and DEMATEL,” Expert Systems with Applications, Vol. 32, No. 4, pp. 1028–1044.
Tzeng, G.H., Lin, C.W. and Opricovic, S. (2005), “Multi-criteria Analysis of Alternative-fuel Buses for Public Transportation. Energy Policy, Vol. 33, No. 11, pp. 1373–1383.
Tzeng, G.H., Teng, M.H., Chen, J.J. and Opricovic, S. (2002), “Multicriteria Selection for a Restaurant Location in Taipei,” Hospitality Management, Vol. 21, No. 2, pp. 171–187.
Verma, R., Iqbal, Z. and Plaschka, G. (2004), “Understanding Customer Choices in e-financial Services,” California Management Review, Vol. 46, No. 4, pp. 43–67.
Vermeulen, P.A.M. and Dankbaar, B. (2002), “The Organization of Product Innovation in the Financial Sector,” The Service Industries Journal, Vol. 22, No. 3, pp. 77–98.
Vyas, P.H. (2005), “Measuring Consumer Preferences for Sales Promotion Schemes in FMCG Sector in FMCG Sector in an Emerging Market: India,” The Business Review, Cambridge, Vol. 4, No. 2, pp. 231–238.
Warfield, J. (1976), Societal Systems: Planning, Policy, and Complexity, Wiley Interscience: New York, NY.
Wernerfelt, B. (1995), “A Resource-based View of the Firm: Ten Years After,” Strategic Management Journal, Vol. 16, No. 1, pp. 171–174.
Wey, W.M. and Wu, K.T. (2007), “Using ANP Priorities with Goal Programming in Resource Allocation in Transportation,” Mathematical & Computer Modelling, Vol. 46, No. 7–8, pp. 985–1000.
Wicks, A.M. and Chin, W.W. (2008), “Measuring the Three Process Segments of a Customer’s Service Experience for an Out-patient Surgery Center,” International Journal of Health Care Quality Assurance, Vol. 21, No. 1, pp. 24–38.
Yang, C. and Wang, T.C. (2006), “VIKOR Method Analysis of Interactive Trade in Policy-making,” The Business Review, Cambridge, Vol. 6, No. 2, pp. 77–85.
Yeh, T.M., Yang, C.C. and Lin, W.T. (2007), “Service Quality and ERP Implementation: a Conceptual and Empirical Study of Semiconductor-related Industries in Taiwan,” Computers in Industry, Vol. 58, No. 8/9, pp. 844–854.
Yoo, K.E. and Choi, Y.C. (2006), “Analytic Hierarchy Process Approach for Identifying Relative Importance of Factors to Improve Passenger Security Checks at Airports,” Journal of Air Transport Management, Vol. 12, No. 3, pp. 135–142.
Zeithaml, V.A. and Bitner, M.J. (2003), Service Marketing: Integrating customer focus across the firm, 2nd ed. Irwin McGraw-Hill: Boston, MA.
Zeleny, M. (1982), Multiple Criteria Decision Making. Irwin McGraw-Hill: New York, NY.
|