一、中文部分
1.Spengler, Brian（1999），「1999年度台灣業者之顧客關係管理運用現狀調查報告」。電子化企業經理人。
2.朱延智（2007），企業危機管理（三版）。五南圖書出版股份有限公司。
3.吳宜蓁、徐詠絮譯，Ian I Mitroff and Christine M.Pearson著（1996），危機管理診斷手冊。五南圖書出版股份有限公司。
4.林孟彥編譯，Stephen P. Robbins and Mary Coulter著（2007），管理學。華泰文化事業公司。
5.許士軍（1995），管理學。東華書局。
6.陳明彥（2009），「領導者關心組織未來發展的程度對組織成員的影響」，大同大學資訊經營研究所碩士論文。7.增永久二郎（2000），危機處理實戰對策。日刊工業新聞特別取材班，台北：三思堂文化事業有限公司。
8.謝文雀編譯，Philip Kotler等著（2005），行銷管理：亞洲觀點（三版）。華泰文化事業公司。
9.謝安田（1982），企業管理。五南圖書出版股份有限公司。
10.瀧澤正雄（1999），企業危機管理。高寶國際股份有限公司。
二、英文部分
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9.Mitroff, Ian I. (2001), Managing Crisis Before Happen, New York: American Management Association.
10.Kalakota, R. and Robinson, M. (1999), e-Business: Roadmap for Success. 1’ed., U.S.A.: Mary T.O’ Brien, 177.
11.Deutsch, Karl W. (1982), Crisis Decision-Making－The information Approach, Managing International Crisis, Beverly Hills：Sage Publication, Inc.
12.Kathleen Fearn-Banks (1996), Crisis Communication：A Casebook Approach, Lawrence Wrlubaum Associate：New Jersey
13.Philip, Kotler (2001), A Framework for Marketing Management, 1st ed., Prentice Hall, Englewood Cliffs, N.
14.Kotter, J.P. and L.A. Schlesinger (1979), Choosing Strategies for Change, Harvard Review.
15.Bland, Michael (1998), Communicating out of a crisis, London：Macmillan Press Ltd.
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17.Pearson, C. M., and Mitroff, I. I. (1993), From crisis prone to crisis prepared: A framework for crisis management. Academy of Management Executives
18.Peppers, D. and Rogers, M. (2000), The One to One Manager: Real-World Lessons in Customer Relationship Management, Doubleday, New York.
19.Peppers, Don；Matha, Rogers, and Bob Drof (1999), Is Your Company Ready for One-to-One Marketing? Harvard Business Review
20.Recardo,R.J. (1991), The What, Why and How of Change Management, Manufacturing Systems.
21.Robbins, S. P. (2003), Organizational Behavior, N.J.: Prentice-Hall Inc..
22.Rosenberg, D. (1993), Eliminating Resistance to Change, Security Management.
23.Simon A. Booth (1993), Crisis management strategy: Competition and change in modern enterprises, London : T.J.Press Ltd
24.Swift, Ronald S. (2001), Accelerating Customer Relationship, 1st ed., Prentice Hall, Upper Saddle River, N. J..
25.Goodwin, Watson (1973), Resistance to Change, In Gerald Zaltman(eds.), Process Phenomen of Social Change, New York：Wiley.