一、 中文部份
1. 卞奭年,「民用空運新論」,黎明文化事業出版社,P39,民66年.
2. 王克捷,「品質的歷史觀五位大師的理論」,生產力雜誌PP91,民79年
3. 石滋宜,「橫掃世界的趨勢-看顧客滿意度」,世界經濟文摘,85期,民82年
4. 林政榮,「從顧客滿意到顧客價值管理」,品質管制月刊,第33卷,第二期,民86年FEB,P20-305.張有恆,「運輸學」,華泰書局,民82年
6.張德儀,「顧客滿意度調查與分析實務」銘傳大學管研所,民90年.
7.黃俊英,「行銷管理-策略性的觀點」,華泰書局,民89年.
8.彭錦彬,「我國國內民用航空服務業問題之研究」,政大企研所,博碩士論文,民69年9.陳蓉美,「1995年我國百貨業顧客滿意度調查報告」,商業現代雙週刊,第16期,84年P125-137
二、 英文部份
10 .Berry,L.L.,Parasuraman,A.,and Zeithamal,V.A.,”A Conceptual Model of Service Quality and It’s Implications for future research”, Journal of Marketing,Vol49,(fall),1985
11 .Churchill,G.A.,JR.& Suprenmant,C.,”An Investigation into the Determinants of Customer Satisfaction”,Journal of Marketing Research,19(November),pp.491-504, 1982
12 .Day,George S.,”A Two-Dimensional Concept of Brand Loyalty”,Journal of Advertising Research,9,pp.29-35, 1969
13 .Fornell,C.and B. Wernerfelt,”Defensive Mardeting Stratege by Customer complaint Management:A theoretical Analysis”,Journal of Marketing Research,24,pp.337-346, 1987
14 .Fronell,C.,”A National Customer Satisfaction Barometer: The Swedis Experience”,
Journal of Marketing ,55(January),1992,pp.1-22, 1992
15 .Garvin. D.A “Quality on the Line,” Harvard Business Review,1983
16 .Hempel,D.J.,Comsumer Satisfaction with the Home Buying Process:
Conceptualization and Measurement, H.K.Kieth ed.,Cambrige,MA:Marketing Science
Institute,1977
17 .Howard,J.A.,& Sheth,J.N.,The Theory of Buyer Behavior,New York:John Wiley & Sons,p.54,1969
18 .Kotler,p.,Marketing Management Analysis,Planning,Implementation,and Control,6th Ed, Prentice Hall Inc,1988
19.Langeard,E., Bateson,J., Lovelock ,C.,and Eiglier, P.,Marketing of services; New insights from Consumers and Managers Report, Cambrige,MA:Marketing
Sciences Institute.p.p.81-104,1981
20 .Oliver, Richard, “Measurement and Evaluation of Satisfaction Process in Retail Setting”, Journal of Retailing,(Fall),1981
21 .Oliver,R.L.,”A Cognitive Model of the Antecedent and Consequences of Satis-faction Decisions”,Journal of Marketing Research,17,pp.460-469,1980
22 .Parasuraman, A.; Valerie A Zeithaml and Leanard L. Berry,Delivering Quality Service, New York : Macmillan Inc p.25,1990
23 .Rosander.A.C “Service Industry QC-Is the Challenge Be Met”?“ Quality Progress” Sept, 1980
24 .Sasser,W.E.,Olsen,R.P. and Wyckoff, D.D., Management of Service Operations: Text and Cases, Ally and Bacon Inc, Bo-Ston,p178,1978
25 .Schmenner,R,W.,”How Can Service Business Survive and Prosper? “Sloan Management Review Spring . ,1986