一、中文部分 - 政大機構典藏:主頁

16. Cline, K. (1997), “Call Centers: the Heart of Direct Banking,” Banking Strategies, November/December, pp.88-96. 17. Crepiel, J. A., & Rosenberg, L. J. (1977), “Consumer Satisfaction: Concept and Measurement,” Journal of Academy Marketing Science, 5(4

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