一、中文部分
方世榮(1995),行銷管理學,台北:東華書局。
江惠如(1995),等待設計及其排法之研究,私立靜宜大學管理科學研究所未出版之碩士論文。許惠娟(1994),顧客滿意、服務品質與服務價值關係之研究,私立中原大學企業管理學系未出版之碩士論文。
張海琳(1995, January 2),我國服務業產值比重向先進國家看齊,經濟日報(台北),3版。
郭德賓(1999),服務業顧客滿意評量模式之研究,國立中山大學企業管理研究所未出版之博士論文。鄭紹成(1997),服務業服務補救、挽回服務與顧客反應之研究,私立中國文化大學國際企業管理研究所未出版之博士論文。謝安田(1998),企業研究方法論(再版),台北:著者發行。
謝憶文(1999),顧客滿意、品牌權益與顧客終身價值關係之研究─以服務過程為服務業分類之實證,私立中原大學企業管理學系未出版之碩士論文。謝耀龍(1993),行銷學,台北:華泰書局。
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