一、中文部份:
1.「中華民國台灣地區國民經濟動向統計季報」, 行政院主計處, 民國九十年二月.
2.「中華民國台灣地區勞動就業統計月報」, 行政院勞工委員會編印, 民國九十年二月.
3.台灣證券交易所, http://www.tse.com.tw. , 民國九十年二月十六日.
4.林恬予, 「旅館服務品質、顧客滿意度與再宿意願關係之研究」, 私立長榮管理學院經營管理研究所未出版碩士論文, 民國八十八年.5.林陽助, 「顧客滿意度決定模型與效果之研究-台灣自由小客車之實證」, 國立台灣大學商學研究所未出版博士論文, 民國八十五年.6.曹木針, 「寬頻社區網路服務品質與顧客滿意度之研究-以中華電信公司大台北地區顧客為例」, 國立交通大學經營管理研究所未出版碩士論文, 民國八十九年.7.陳正昌、程炳林, SPSS、SAS、BMDP統計軟體在多變量統計上的應用 , 五南圖書出版公司, 民國八十三年.
8.曾玉明, 「追求卓越服務」, 能力雜誌,第五0六期, 中國生產力中心出版, 民國八十八年三月.9.盧淵源譯,「事業、營業、服務的品質管理」, 中興管理顧問公司, 民國七十五年.
10.鍾朝嵩譯, 日本式品質管制, 先鋒企業管理發展公司, 民國七十七年.
11.蘇雲華, 「服務品質衡量方法之比較研究」, 國立中山大學企業管理研究所未出版博士論文, 民國八十五年.二、英文部份:
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18.Feigenbaum, A. C. Total Quality Control:Engineering And Management, 3th ed, McGraw-Hill, New York, 1983.
19.Garvin, David A., “What Does Product Quality Really Mean”, Sloan Management Review, Fall 1984, pp.25-43.
20.Gronroos, Christian, “A Service Quality Model and Its Marketing Implications”, European Journal of Marketing, Vol.18, 1984, pp.37-45.
21.Haywood-Farmer, John, “A Conceptual Model of Service Quality”, International Journal of Operations and Production Management, Vol.8, 1988, pp.19-29.
22.Heskett, James L., Thomas O.Jones, Gary W. Lovemen,W. Earl Sasser & Leonard A. Schlesinger ”Putting the Service─Profit Chain to Work”, Harvard Business Review, Mar./Apr.1994, pp.164-174.
23.Hill, C.W.L., and Jones, G.R., Strategic Management Theory, 3rd ed, Hongton Mifflin, Boston. 1995.
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27.Jones, Thomas O. and W. Earl Sasser, J.R, “Why Satisfied Customer Defect”, Harvard Business Review, Nov/Dec 1995, pp.88-99.
28.Kotler, P., Marketing Management:Analysis, Planning, Implementation and Control, 9th ed , Englewood Cliffs, NJ: Prentice-Hall Inc, 1999.
29.Lars Gronholdt, Anne Martensen and Kai Kristensen, “The relationship between customer satisfaction and loyalty: Cross-industry differences”, Total Quality Management, Vol.11, July 2000, pp.509-516.
30.Levitt, Theodore, “Production-Line Approach to Service”, Harvard Business Review, Vol.50, Sep/Oct 1972, pp.41-52.
31.Lethinen, Uolevi and Jarmo R. Lethinen, “Two Approaches to Service Quality Dimensions”, Service Industries Journal, Vol.11, 1991, pp.287-303.
32.Martin, W.B., “Defining What Quality Service Is For You “, Cornell Hotel And Administration Quarterly, Feb 1986, pp.32-38.
33.Oliva, T.A., R.L. Oliver and I.C. MacMillian, “A Catastrophe Model for Developing Service Satisfaction Strategies”, Journal of Marketing, Vol.56, July 1992, pp.83-95.
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35.Oliver, R.L., R.T. Rust and S. Varki, “Customer Delight:Foundations, Findings, and Managerial Insight”, Journal of Retailing, Vol.73, 1997, pp.311-336.
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37.Pfaff, Martin, “The Index of Consumer Satisfaction Measurement Problem and Opportunity”, The Conceptualization of Consumer Satisfaction and Dissatisfaction, H. Kieth Hunt ed., Cambridge, MA:Marketing Science, 1977.
38.Parasuraman, A., Zeithaml, V.A. and Berry, L.L. ” Quality Counts in Service, Too”, Business Horizons , Vol.28, 1985, pp.44-53..
39.Parasuraman, A., Zeithaml, V. A., and Berry, L.L. “A Conceptual Model of Service Quality and Its Implication for Future Research”, Journal of Marketing, Vol.49, 1985, pp.41-50.
40.Parasuraman, A., Zeithaml, V. A., and Berry, L.L. “SERVQUAL:A Multiple-item Scale for Measuring Customer Perceptions of Service Quality”, Journal of Retailing, Vol.64, 1988, pp.12-40.
41.Parasuraman, A., Zeithaml, V. A., and Berry, L.L. “Refinement and Reassessment of the SERVQUAL Scale”, Journal of Retailing, Vol.67, 1991, pp.420-450.
42.Parasuraman, A., Zeithaml, V. A., and Berry, L.L. “Reassessment of Expectations As A Comparison Standard In Measuring Service Quality:Implications for Further Research”, Journal of Marketing, Vol.58, 1994, pp.111-124.
43.Parasuraman, A., Zeithaml, V. A., and Berry, L.L. “Alternatives Scales for Measuring Service Quality:A Comparative Assessment Based On Psychometric and Diagnostic Criteria”, Journal of Marketing, Vol.70, 1994, pp.201-230.
44.Reichheld, Fredrick F. and W. Earl Sasser, “Zero Defections:Quality Comes to Service”, Harvard Business Review, Vol.68, Sep/Oct 1990, pp.105-111.
45.Reeves, C.A. and D.A. Bednar, “Defining Quality:Alternatives and Implications”, Academy of Management Review, Vol.19, 1994, pp.419-445.
46.Richard A Lambert, “Customer Satisfaction and Future Financial Performance Discussion of Are Nonfinancial Measures Leading Indicators of Financial Performance? An analysis of customer satisfaction”, Journal of Accounting Research,Vol.36, 1998, pp.37-46.
47.Ruyter, Ko, Bloemer, Jose and Peetets, Pascal, “Merging service quality and service satisfaction:An empirical test of an integrative model”, Journal of Economic Psychology, Jun 1997, pp.387-406.
48.Ryan, M.J., Buzas, T. and Ramaswamy, V, “Making CSM a Power Tool”, Marketing Research, Vol.7, 1995, pp.11-16.
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50.Schvaneveldt Shane J, Takao Enkawa and Masumi Miyakawa, “Consumer Evaluation Perspectives of Service Quality:Evaluation Factors and Two-way Model of Quality”, Total Quality Management, Vol.2, 1991, pp.149-161.
51.Singh, Jagdip, “Understanding the Structure on Consumer Satisfaction Evaluation of Service Delivery”, Journal of the Academy of Marketing Science, Vol.19, 1991, pp.223-234.
52.Stanton, William J., Fundamentals of Marketing, 5th ed, New York:McGraw-Hill, 1987.
53.Takeuchi, H and Quelch, J.A., “Quality Is More Than Making A Good Product”, Academy of Management Review, Vol.17, 1983, pp.455-466.
54.Webster, Frederick E.J., “Defining the New Marketing Concept”, Marketing Management, Vol.2, 1994, pp.22-31.
55.William, Fonvielle, “How to Know What Customers Really Want”, Training and Development, Sep 1997.
56.Woodruff, R.B., R.C. Ernest and R.L. Jenkins, “Modeling Consumer Satisfaction Processes Using Experience-Based Norms”, Journal of Marketing Research, Aug 1983, pp.296-304.
57.Zeithaml, Valarie A. and Mary Jo Binter, Service Marketing, New York:McGraw-Hill, 1996.