參考文獻
一、中文部份
1.王克捷譯，Karl Albrecht and Ron Zemke(1990)，服務業的實戰管理(第三版)，宏基管理叢書，台北，第242頁。
2.王克儉(2003)，「民眾對非營利組織的服務品質及滿意度之探討–以救國團為例」，碩士論文，朝陽科技大學休閒管理系，台中霧峰。3.王志剛等(1987)，「公共圖書館服務行銷之研究」，臺北市立圖書館館訊，第13卷，第1期，第77–94頁。
4.方世榮譯(2003，5版)，Philip Kotler著，行銷管理學，東華書局，台北。
5.白省三(1986)，「非營利組織財源籌募之探討」，華崗研究學報，第一期，第01–21頁。
6.江明修(1994)，「非營利組織領導行為之研究」，國科會專題研究計劃，編號：NSC82-0301-H-004-060，台北。
7.江明修、陳定銘(1999)，「我國基金會之問題與健全之道」，中國行政評論，第八卷，第三期，第23–72頁。8.江明修、陳定銘(2000)，「臺灣非營利組織政策遊說之途徑與策略」，非營利部門組織與運作(蕭新煌主編)，巨流圖書公司，台北，第385– 429頁。
9.司徒達賢(1999)，非營利組織的經營管理，天下文化，台北。
10.李良達(1998)，服務高手，時報出版公司，台北。
11.李元墩(1994)，品質管制，復文書局，台北。
12.李新富(1999)，「企業形象策略的意涵、價值與影響因素之探討」，台中商專學報，第315–338頁。
13.李新富(2003)，「企業形象即期傳播課題之探究」，台中技術學院學報，第四期(2003年6月)，第323–342頁。
14.余佩珊譯，Peter F. Drucker(1994)，非營利機構的經營之道，遠流圖書， 台北。
15.余朝權、葉晶雯(1998)，「航運客運業知覺品質與其前因變項之分析」，東吳經濟商學學報，第23期，第109–140頁。16.林素甘(2000)，「從非機構行銷觀點談圖書館行銷」，台北市立圖書館館訊十七卷四期，第58–70頁。
17.林彥君(1992)，「行銷概念應用於我國公共圖書館之探討」，碩士論文，國立台灣大學圖書館學研究所，台北。18.徐寶璋(2003)，「宗教型非營利組織功能之研究–以財團法人台灣省嘉義市大天宮附屬慈善會為例」，碩士論文，南華大學非營利事業管理研究所，嘉義。19.徐堅白(2000)，俱樂部的經營管理，揚智文化，台北。
20.徐世輝(1996)，品質管理，三民書局，台北。
21.許士軍(1980)，管理學，東華書局，台北。
22.許世雨(1992)，「非營利部門對公共行政之影響」，碩士論文，國立政治大學公共行政研究所，台北。23.黃俊英、林義屏、董玉娟(1999)，「非營利組織顧客滿意模式之研究–以台南捐血中心為例，亞太管理評論，第四卷，第三期，第 323–339頁。24.黃慶源(1996)，「非營利組織行銷研究–以國立科學工藝博物館為例」，碩士論文，國立中山大學公共事務管理研究所，高雄。25.黃慶偉(2003)，「公營事業民營化對服務品質與顧客滿意度影響之研究–以交通銀行為例」，碩士論文，朝陽科技大學企業管理系，台中霧峰。26.陸宛蘋(2000)，「非營利組織的行銷管理與募款策略」，非營利部門：組織與運作(蕭新煌主編)，巨流圖書公司，台北，第247–289頁。
27.陳淑瑤(2003)，「非營利組織的顧客滿意關鍵成功因素研究–以青年志工中心為例」，碩士論文，南華大學非營利事業管理研究所，嘉義。28.陳定銘(2003)，「非營利組織行銷管理之研究」，社區發展季刊，第102期，第218–240頁。29.陳耀茂、鄭憶莉(1999)，「二十一世紀品質的應有認識與展望」，中華民國品質學會第二十五屆年會暨第五屆全國品質管理研討會論文集，台北。
30.陳欽榮(1996)，「電信服務品質實證研究–以電信總局專戶服務為例」，碩士論文，東海大學企業管理研究所，台中。31.陳耀茂譯(1998)，顧客滿意經營成功秘訣，自行出版，台中。
32.康季芳(2002)，「寺院服務品質模式之建立」，碩士論文，義守大學管理科學研究所，高雄。
33.馮燕(2000)，「導論：非營利組織之定義、功能與發展」，非營利部門：組織與運作(蕭新煌主編)，巨流圖書公司，台北，第01–42頁。
34.張在山譯(1991)，Philip Kotler & Alan, R. Andreasen原著，非營利組織事業的策略行銷，授學出版社，台北。
35.楊宗明、周怡君(1997)，「顧客滿意度調查–大大鞋業的個案研究」，品質學報，4(2)，第149–163頁。
36.楊東震、羅玨瑜(2003)，「非營利組織顧客滿意之研究–以台北市立美術館為例」，非營利組織管理學刊(創刊號)，第01–26頁。37.曾信傑(1999)，「博物館行銷時代的來臨」，博物館學季刊，13 (3)，第3 – 9頁。38.樓永堅、蔡東峻、潘志偉、別蓮蒂(2003)編著，消費者行為，國立空中大學，台北。
39.劉明德、芳之光、王士峰(2003)，「非營利組織之顧客滿意評量模式建立程序」，非營利組織管理學刊(創刊號)，第53–72頁。
40.劉欓河(1989)，「臺灣省立美術館簡介」，臺灣省立美術館編印，台中。
41.鄭家銘(1997)，「志願組織參與公益福利服務績效評估之研究：陽光社會福利基金會之個案分析」，碩士論文，中國文化大學政治研究所，台北。42.謝文雀譯(2000)，Kotler等著，行銷管理：亞洲實例，華泰文化事業公司，台北。
43.衛南陽(2001)，服務競爭優勢–探索永續經營的奧秘，商兆文化，台北。
44.盧淵源譯，石川馨、山本辰夫原著(1986)，事務、營業、服務的品質管制，中興管理顧問公司，台北，第107頁。
45.蕭新煌(1991)，我國文教基金會發展之研究，行政院文化建設委員會，台北。
46.蕭新煌(2000)，「臺灣非營利組織的現況與特色」，非營利部門：組織與運作(蕭新煌主編)，巨流圖書公司，台北，第109–128頁。
47.蘇雲華(1996)，「服務品質衡量方法之比較研究」，博士論文，國立中山大學企業管理研究所，高雄。48.顧淑馨譯(2003)，C. K. Prahalad,Venkat Ramaswamy著，消費者王朝-與顧客共創價值，天下雜誌，台北。
二、英文部份
1.Anderson, Alan R. (1982),“ Nonprofit Check Your Attention to Customers,” Harvard Business Review, May–June, pp.105–110.
2.Anderson, E. W., Fornell, C. and Lehman D. R. (1994),“ Customer Satisfaction Market Share and Profitability: Findings from Sweden, ”. Journal of Marketing, 58 (July) , pp53–66.
3.Bennett, Peter D. (1988),Marketing ,McGraw–Hill, New York.
4.Brinckerhoff, P. C. (1994), Mission–Based Management: Leading Your Nonprofit into the 21st Century, John Wiley & Sons, INC., New York.
Churchill Gilbert and Surprenant, Carol (1982),“An Investigation into the 5.Determinants of Consumer Satisfaction, ”. Journal of Marketing Research,
Vol.19, pp. 491–504.
6.Carlsmith, J. Merrill and Elliot Aronson (1963),“Some Hedonic Consequences of the Confirmation and Disconfirmation of Expectations, ”. Journal of Abnormal and Social Psychology, Vol. 66, February 1963, pp.151–156.
7.Cronin, J. J. Jr., and S.A. Taylor (1992),“ Measuring Service Quality: A Reexamination and Extension,”. Journal of Marketing, Vol. 56 (July), PP.55–68.
8.Cardozo, Richard N.(1965),“An Experimental Study of Customer Effort, Expectation and Satisfaction.” .Journal of Marketing Research,Vol.24
(August), pp.244–249.
9.Dutka, Alan (1994),“AMA Handbook for Customer Satisfaction,”. NTC Publishing Group in Association with the American Marketing Association, Chicago.
10.Deming, W. E. (1982), “Improvement of Quality and Productivity Through Action by Management,”. National Productivity Review, pp.12–22.
De Vellis, R. F.(1991), Scale Development Theory and Applications, SAGE, London.
11.Engel, James F., Roger D. Blackwall & Paul W. Minard (1986), Consumer Behavior,(7thed.).Harcourt Brace Jovanovich College Publishers, The Dryden Press.
12.Festinger, Leon (1957), A Theory of Cognitive Dissonance, Harper & Row,
New York.
13.Feigenbaum Armand V.(1989),“Quality’s Up, but not Enough,”. Industry Week, 238.
13.Gronroos, C.(1988),“ Service Quality: The Six Criteria of Good Perceived Service Quality,”. Business Review, Vol.9, Winter, pp.10–13.
14.Gronroos, C.(1984),“A Service Quality Model and its Marketing Implication,” .European Journal of Marketing,18(4), pp.36–44.
15.Garvin, D. A.(1984),“What does Produce Quality Mean,”. Sloan Management Review. 26, pp. 25–43.
16.Hodglison, V. A.(1989),The Future of The Nonprofit Sector: Challenges and Policy Consideration, Jossey–Bass Publishers, San Francisco.
17.Howard & Jagdish N. Sheth (1969),The Theory of Buyer Behavior, Wiley & Sons, Inc, New York.
18.Hemple, D. J.(1977),“ Consumer Satisfaction with the Home Buying Process: Conceptualization and Measurement, The Conceptualization of Consumer Satisfaction and Dissatisfaction,”. H. K. Hunt ed, Cambridge, Mass: Marketing Science Institute, pp.7.
19.Hernon, Peter, Nitecki, Danuta A., and Altaman, Ellen (1999),“Service Quality and Customer Satisfaction: An Assessment and Future Direction,”. The Journal of Academic Librarianship, Vol.25(1), pp.9–17.
20.Hovland, C. I., O.J. Harvey, and Sherif, M.(1957),“Assimilation and Contrast Effects in Reaction to Communication and Attitude Change,”. Journal of Abnormal and Social Psychology, Vol.55,July, pp.244–252.
21.Helson, Harry (1964), Adaptation–Level Theory, Harper & Row, New York. 22.Hunt, H. Keith (1977),“Consumer Satisfaction/Dissatisfaction: Overview and Research Directions, Conceptualization and Meas-Urement of Consumer Satisfaction and Dissatisfaction,” . ed. H. Keith Hunt, Cambridge, MA: Marketing Science Institute, 455–88.
22.Juran, J. M.(1986),“Universal Approach to Managing for Quality,”. Quality Progress, 19, pp10–24.
23.Juran, J. M. (1994), Juran on Quality by Design: The New Steps for Planning Quality into Goods and Service.
24.Kotler, Philip & Levy, Sindey J. (1969),“Broadening the Concept of Marketing,”. Journal of Marketing, Vol. 24(August), pp.244–249.
25.Kotler, N. & Kotler, P. (1998), Museum Strategy and Marketing:
Designing Missions, Building Audiences, Generating Revenues and Resources, Jossey–Bass Publishers, San Francisco.
26.Kotler, Philip (1991), Marketing Management: Analysis, Planning, Implementation and Control (7thed.), Prentice–Hall, New Jersey, pp.321–322.
27.Kotler, Philip (1997), Marketing Management: Analysis, Planning,
Implementation and Control, 9thed., Prentice–Hall Inc, New Jersey.
28.Keith, Robert J.(1960),“The Marketing Revolution,”.Journal of Marketing, Vol.24(January), pp.35–38.
29.Kramer, R. M. & Grossman (1987),“Contracting for Social Service: Process
Management and Resource Dependencies,”. Social Service Review (March), pp.32–55.
30.Klaus, P.(1985), Quality Phenomenon: The Conceptual Understanding
of Quality in Face–to–face Service Ecounters, In Czepiel, J. A. Solon, M. R. and Surprenant, C. F.(eds.), The Service Ecounters: Managing Employee Customer Interaction in Service Business, MA:Health and Co, Lexington, pp.17–33.
31.Lewis, Barbara R. & Vincent W. Mitchell (1991),“Defining and Measuring the Quality of Customer Service,”. Marketing Intelligence Planning, Vol.5, Fall, pp.11–17.
32.Lovelock Christopher H. & Charles B. Weinberg (1978), Public and Nonprofit Marketing Comes of Age, in Gerald Zaltman and Thomas V. Bonoma, (ed.), Review of Marketing, IL: American Marketing Association, Chicago.
33.Levitt, T.(1972), Production line Approach to Service, Harvard Business Review,50(Sep/Oct), pp.41–52.
34.Lawler, E. E.(1973), Motivation in Work Organization, Broods/Cole Publishing Company, California, pp.224.
35.Latour, S. A., and Peat N. C.(1979), Conceptual and Methodological Issue in Consumer Satisfaction Research (6thed.),William Wilkie, MI: Association for Consumer Research, Ann Arbor, pp.431–437.
36.Myron E. Weiner (1990), Human Services Management: Analysis and Applications, Wadsworth Pub. Co., Belmont, California.
37.McLean, F. C.(1993),“Marketing in Museums: A contextual Analysis,”
. International Journal of Museum Management and Creatorship, Dec., pp.11–27.
38.Milofsky, C.,(19979),“Defining Nonprofit Organizations and Community: A Review of Sociological Literature,” PONPO Working Paper– 6, Yale University, New Haven.
39.Oliver, R. L.(1980),“A Cognitive Model of the Antecedents and Consequence of Satisfaction Decision,”. Journal of Marketing Research, 17(Nov.), pp.422–469.
40.Oliver, R. L. and W. S. Desarbo (1988),“Response Determinants in Satisfaction Judgement,”. Journal of Consumer Research, Vol.14(March), pp.495–507.
41.Oliver, R. L.(1993), A Cognitive Model of Service Satisfaction: Compatible Goal, Different Concepts, Advances in Service Marketing and Management, Teresa A. Swartz, David A. Bowen, and Stephen W. Brown(2theds.), CT: JAI Press, Greenwich, pp.65–86.
42.Olshavsky, Richard N. and John A. Miller(1972),“Consumer Expectation, Product Performance, and Perceived Product Quality,”. Journal of Marketing Research, 9(February), pp.19–21.
43.Parasuraman, A., Valarie Zeithaml, and Leonard Berry (1985),“A Conceptual Model of Service Quality and Its Implications for Future Research,”. Journal of Marketing, Vol.49(Fall 1985), pp.41–50.
43.Parasuraman,A.,Valarie Zeithaml, and Leonard Berry (1988), “Communication and Control Process in the Delivery of
Service Quality,”. Journal of Marketing, Vol.52, April, pp.35–48.
44.Parasuraman, A., Valarie Zeithaml, and Leonard Berry (1991),“Refinement and Reassessment of Expectations as a Comparison Standard in Measuring Service Quality,”. Journal of Retailing, Vol.67, Winter, pp.420–451.
45.Parasuraman, A., Valarie Zeithaml, and Leonard Berry (1994),“Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Inplications for Future Research,”. Journal of Marketing, Vol. 58, January, pp.111–12.
46.Peter D. Bennett ed., Dictionary of Marketing Terms, Chicago: American Marketing Association, 2nd ed., 1988.
47.Rothschild, Michael L.(1979),“Marketing Communication in Non-business Situations or Why It’s So Hard to Sell Brotherhood Like Soap,”. Journal of Marketing, Vol.43, Spring, pp.11–20.
48.Regan, W. J.(1963),“The Service Revolution,”. Journal of Marketing, Vol.47, July, pp.57–62.
49.Sasser, W. E., R. P. Olsen, Jr., and D. D. Wychoff (1978), Management of Service Operations: Text, Case and Readings, Allyn and Bacon Inc.,
Boston.
50.Solomon, M. R.(1991), Consumer Behavior: Buying, Having and Buying, Allyn and Bacon, Boston.
51.Spector, Aron J.(1961),“Basic Dimension of the Corporate Image,”. Journal
of Marketing,( Oct.), pp.47–51.
52.Teas, R. K.(1993),“Expectations, Performance Evaluation and Customers’ Perceptions of Quality,”. Journal of Marketing, Vol. 57(Oct.), pp.18–34.
53.Woodruff, Robert, Ernest R. Cadotte and Roger L. Jenkins (1983),“Consumer Satisfaction Process Using Experience–Based Norms,” . Journal of Marketing Research, 20(August), pp.296–304.
54.Weiner, Bernard (1985),“An Attribution Theory of Achievement Motivation and Emotion,” . Psychological Review, Vol. NO 4, PP.548–573.
55.Walters, C. Glenn and Gordon W. Paul (1970), Consumer Behavior: An Integrated Framework, Richard D. Irwin, Inc.
56.Walters, C. Glenn (1974), Consumer Behavior: Theory and Practice, Richard D. Irwin Inc., pp.368–370.
57.Wolf, T., (1990), Managing a Nonprofit Organization, Prentice–Hall Press,
New York.
58.Yi, Youjae (1993), The Determinants of Consumer Satisfaction: The Moderating Role of Ambiguity, Advance in Consumer Research, Leigh McAlister and Michael L. Rothschild, (ed.),20, pp.502–506.
59.Zeithaml, Valarie A. and Mary Jo Bitner (1996), Service Marketing, McGraw–Hill, New York, pp.123.