中文文獻
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7.衛南陽，2001，新顧客滿意學:e世代的成功之道，台北：商兆文化
8.林英峰、魏正元，1995，「以品質為核心的經營體系參考手冊－顧客服務與顧客滿意管理」，政治大學公共行政與企業管理教育中心
9.林英峰，2005，《ADRIL在八大項評估的重點》
10.林英峰，2005，《作業管理新觀念》
11.林英峰，2005，「國家品質獎的核心價值如何落實在評審標準八大項」
12.何臺光，2004，競爭因素、製造策略、顧客滿意與組織績效之關聯性研究─以台灣汽車零組件產業為例，成功大學企業管理研究所13.余榮輝，2000，汽車產業競爭策略之研究─以和泰汽車為例，中山大學高階經營管理碩士班14.林永乾，2004，從顧客觀點探討企業實施顧客關係管理成效之分析─以中小企業為例，中華大學科技管理研究所15.邱瑞燈，2003，客服中心於國產車業之應用─以裕隆、福特汽車為例，元智大學管理研究所16.俞佩玲，2002，台灣汽車業導入顧客關係管理之研究─以Mitsubishi、TOYOTA、Nissan三大品牌為例，政治大學企業管理研究所
17.洪瑞英，2004，顧客導向、服務品質、顧客價值與顧客滿意度之關聯性研究－以花蓮地區國際觀光旅館為例，東華大學企業管理研究所18.高毓廷，2003，台灣汽車產業對顧客策略之探討─以中華、國瑞、裕隆與台朔 汽車為例，長庚大學企業管理研究所19.張耀仁，2004，台灣汽車產業顧客關係管理之研究─以Nissan、TOYOTA為例，中華大學科技管理研究所20.梁雯玟，2001，顧客導向、服務補償與服務品質之關係研究：以國際觀光旅館為實證，成功大學企業管理研究所21.許文綺，2001，顧客服務管理之研究，台北大學企業管理學系22.廖則竣，2000，BP-ISP整合程度對應用資訊科技支援顧客服務與組織績效之影響，淡江大學資訊管理學系
23.謝明穎，2003，顧客導向、企業形象對內部行銷與關係品質之研究─以大台北地區銀行業為例，實踐大學企業管理研究所24.ARTC財團法人車輛研究中心網站，2005，http://www.artc.org.tw/index.asp
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26.和泰汽車，2005，www.hotaimotor.com.tw
27.裕隆日產，2005，www.yulon-nissan.com.tw
28.福特汽車，2005，www.ford.com.tw
29.e天下雜誌 2005年8月號 pg.132~pg.133
30.世界經理文摘 022 如何建立顧客導向的配銷系統 pg.40 ~ pg.50 （Harvard Business Review 1987, July & August ）
31.世界經理文摘 131 以顧客服務建立競爭優勢Wayne Wilhelm and Bill Rossello pg.76~pg.85
32.世界經理文摘 131 顧客服務並非只靠一個部門 pg.20~pg.21
33.世界經理文摘 160 建立顧客導向的企業 pg.32~pg.69
34.世界經理文摘 185 輸贏就在第一線員工 pg.66~pg.73
35.世界經理文摘 193 顧客至上的企業文化 pg.102~pg.111
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