參考文獻
一、中文部份:
方信雄(1994),「託運人如何對運送人之選擇作決策」,航運季刊,第3卷第2期,頁73-83。王瑗(1999),「貨櫃海運業服務品質之研究-以國內某貨櫃海運公司為研究對象」,國立台北大學碩士論文。何雍慶,蘇雲華(1995),「服務行銷領域顧客滿意模式與服務品質模式之比較研究」,輔仁管理評論,第二卷,第二期,頁37-63。吳清泉(1987),「中美定期海運服務託運行為與行銷策略之探討-以外銷績優廠商為對象之研究」,國立交通大學碩士論文。李宜芳(2002),「台灣地區海運承攬運送業服務認知差距與忠誠度關係之研究」,國立台灣海洋大學碩士論文。林昌輝(1983),「本國籍外銷績優廠商海運託運行為之研究」,國立交通大學碩士論文。林陽助(1996),「顧客滿意度決定模型與效果之研究--台灣自用小客車之實證」,國立台灣大學未出版博士論文。洪順慶(2001),「管理服務品質」,萬通季刊,第39期,頁9-13。
衫本辰夫(1986),盧淵源譯,事業、經營、服務的品質管制,中興管理顧問公司。
翁崇維(1993),「評量服務品質與服務價值之研究-以銀行業為實證對象」,國立台灣大學博士論文。
張弘宗(1992),「貨櫃船公司服務品質與顧客購後行為之研究-台灣地區之實證」,國立台灣海洋大學碩士論文。陳仕明(1997),「海運託運人選擇航商行為之研究」,國立台灣海洋大學碩士論文。陳明邦(1995),「服務品質的管理」,品質管制月刊。陳裕升(2000),「應用模糊多準則決策於貨櫃船公司服務品質評估之研究」,國立台灣海洋大學碩士論文。陳耀茂(1997),服務品質管理手冊,台北:遠流出版事業股份有限公司。
楊宗明、周怡君(1997),「顧客滿意度調查-大大鞋業的個案調查」,品質學報,第4卷第2期,頁149-163。
楊錦州編著(2002),服務業品質管理,台北:品質學會。
董書炎(2002),「服務品質之實證研究-以臺灣省自來水公司第一區管理處為例」,國立臺灣海洋大學碩士論文。顧志遠(1998),服務業系統設計與作業管理,台北:華泰文化。
二、英文部份:
Mas-Colell, Andreu, Whinston, Michael D. and Green, Jerry R. (1995), “Microeconomic Theory”, Oxford University Press, pp. 194-199.
Bawa, V. J. (1975), “Optimal rules for ordering uncertain prospects”, Journal of Financial Economics, 2, pp. 95-121.
Bitner, M.J. (1990), “Evaluating Service Encounters: The Effects of Physical Surrounding and Employee Responses”, Journal of Marketing, Vol. 54, pp. 69-82.
Buell, Victor P. (1984), Marketing Management: A Strategic Planning Approach, New York: McGraw-Hill Education.
Chen, Fang-Yuan & Chang, Yu-Hern (2005), “Examining airline service quality from a process perspective”, Journal of Air Transport Management, Vol. 11, pp. 79-87
Chen, S. J. and Huang, C. L. (1992), “Fuzzy Multiple Attribute Decision Making: Methods and Applications”, Springer-Verlag.
Chiang, I. W. Y., Liang, G. S. and Yahalom, S. Z. (2003), “The fuzzy clustering method: Applications in the air transport market in Taiwan”, Journal of Database Marketing & Customer Strategy Management, Vol. 11, No. 2, pp. 149-158.
Copeland, T. E., Weston, J. F., and Shastri, K. (2005), Financial Theory and Corporate Policy, New York: Pearson Addison Wesley.
Cronin, J.J., Jr. and Taylor, S.A., (1992), “Measuring Service Quality: A Reexamination and Extension”, Journal of Marketing, Vol.56, pp. 55-68.
Crosby, Philip B. (1979), Quality is Free: The Art of Making Quality Certain, New York: McGraw-Hill Education.
Dabholkar, P.A. (1996), “Consumer Evaluations of New Technology-Based Self-Service Options: A Investigation of Alternative Models of Service Quality”, International Journal of Research in Marketing, Vol. 13, 29-51
Danthine, J. P. and J. P. Donaldson (2002), Intermediate financial theory, New Jersey: Pearson Education, Inc.
Deming, W.E. (1982), ”Quality, Productivity, and Competitive Position”, Cambridge: Massachusetts Institute of Technology, Center for Advanced Engineering Study.
Dudewicz, E. J., and S. N. Mishra (1988), Modern Mathematical Statistics, New York: John Wiley & Sons.
Feigenbaum A.V. (1989), 「恆保品質的七大關鍵」,品質雜誌,第8卷第5期。
Flannery, A., McLeod D. and Pedersen, N. J. (2006), “Customer-based measures of level of service,” Institute of Transportation Engineers. ITE Journal. Vol. 76, No. 5, pp.17-21.
Franceschini, F. and Rafele, C. (2000), “Quality evaluation in logistic service,” International Journal of Agile management system, Vol. 2, No. 1, pp. 49-56..
Garrin, D.A. (1983), “Quality on the Line”, Harvard Business Review, 61, pp.65-73.
Ghiselli, E. E., Campbell, J. P. and Zedeck S. (1981), Measurement Theory for the Behavioral science, San Francisco: Freeman.
Gronroos, C. (1990), “Service Management and Marketing: Managing the Moments of Truth in Service Competition”, Massachusetts, Lexington.
Hair, J. F., Jr., Anderson, R. E., Tatham, R. L. and Black, W. C. (1998), “Multivariate Data Analysis”, New Jersey: Prentice Hall.
Huang, Y. C., Wu, C. H., Hsu, Jovan C. J. (2006), “Using Importance-Performance Analysis in Evaluating Taiwan Medium and Long Distance National Highway Passenger Transportation Service Quality,” Journal of American Academy of Business, Vol. 8, No. 2, pp. 98-105.
Ishikawa, K. (1985), What is Total Quality Control, the Japanese Way, New Jersey: Prentice-Hall.
Kent, J. L. and Parker, R. S. (1999), “International containership carrier selection criteria Shipper/carriers differences”, International Journal of Physical Distribution & Logistics Management, Vol. 29, No. 6, pp. 398-408.
Juran, J.M. (1974), Quality Control Handbook, New York: McGraw-Hill.
Juran, J.M. (1986), “Universal Approach to Managing for Quality”, Quality Process, Vol. 19, pp. 10-24.
Kaiser, H. F.(1970), "A Second Generation Little Jeffy", Psychometrika, Vol. 35, pp. 401-415.
Kaiser, H. F.(1974), “Little Jiffy, Mark IV”, Educational and Psychology, Vol. 34, pp. 100-117.
Kira, D., and Ziemba, W. T. (1977), “Equivalence among Alternatives Portfolio Selection, in Levy and Sarnet, eds., Financial Decision making under uncertainty”, Academic Press, New York, pp. 151-161.
Kolter, Philip (1988), Marketing Management: Analysis, Planning, Implementation and Control, New Jersey: Prentice-Hall Inc.
Lai, K. H., Cheng, T. C. E., and Yeung, A. C. L. (2004), “An Empirical Taxonomy for Logistics Service Providers,” Maritime Economics & Logistics, Vol. 6, No. 3, pp. 199-219
Levy, H., and Kroll, Y. (1976), “Stochastic Dominance with Riskless Assets”, Journal of Financial and Quantitative Analysis, pp. 743-778.
Lu, Chin-Shan (2000), “Logistics services in Taiwanese maritime firms”, Transportation Research Part E, Vol. 36E, No. 2, pp. 79-96
Martilla, J. A. and James, J. C. (1977). ”Important-performance analysis”, Journal of Marketing, Vol. 41, No. 1, pp. 77-79.
Martin, D. W. (1995), “An importance/performance analysis of service providers’ perception of quality service in the hotel industry”, Journal of Hospitality and Leisure Marketing, Vol. 3, pp. 5-17.
Brooks, M. R. (1985), “An Alternative Theoretical Approach to the Evaluation of Liner Shipping – Part II: Choice Criteria”, Maritime Policy and Management, Vol. 12, No. 2, pp. 145-155.
Murdick, R.G., Render, B. and Russel, R.S. (1991), “Service Operation Management”, Allyn and Bacon.
Nunnally, J. L. (1979), Psychometric Theory, New York: McGraw-Hill.
Oliver, R.L. (1981), “Measurement and Equation of Satisfaction Process in Retail Sellings”, Journal of Retailing, Vol. 57, pp. 25-48
Parasuraman A., Zeithaml, V.A. and Berry, L.L. (1985), ”A Conceptual Model of Service Quality and its Implications for Future Research”, Journal of Marketing, Vol. 49, pp.41-50.
Parasuraman A., Zeithaml, V.A. and Berry, L.L. (1988), “Communication and Control Processes in the Delivery of Service Quality”, Journal of Marketing, Vol. 52, pp.35-48.
Parasuraman A., Zeithaml, V.A. and Berry, L.L. (1988), “SERVQUAL: A Multiple – Item Scale for Measuring Customer Perceptions of Service Quality”, Journal of Retailing, Vol. 64, pp.12-40.
Port, R. B., Wart, J. R. and Furguson, D. L. (1973), “Efficient Algorithms foe Conducting Stochastic Dominance Tests of Large Numbers of Portfolios,” Journal of Financial and Quantitative Analysis, pp. 71-82.
Quelch, J. A. and Takeuchi, H. (1983), “Quality is more than making a good product”, Harvard Business Review, Vol. 61, pp. 139-145.
Regan, W. J. (1963), “The Service Revolution”, Journal of Marketing, Vol. 27, pp.57-62.
Rohatgi.Vijay, K. Statistical inference, pp.763-764.
Rothschild, M. and Stiglitz, J. E. (1970), “Increasing risk: I. A definition”, Journal of Economic Theory, Vol. 2, pp. 225-243.
Schvaneveldt, S.J., Enkawa, T. and Miyakawa, M. (1991), “Consumer Evaluation, Perspectives of Service Quality: Evaluation Factors and Two-way Model of Quality”, Total Quality Management, Vol. 2, pp. 149-161
Seber, G. A. F. (1984), Multivariate observations, New York: John Wiley & Sons Inc.
Sesser, W.E., Olsen R.P. and Wyckoff, D.D. (1978), Management of Service Operations, Boston: Allyn & Bacon.
Slack, N.(1994), ”The importance-performance matrix as a determinant of improvement priority”, International Journal of Operations and Production, Vol. 14, pp. 59-75.
Vandermerwe, S. and Lovelock, C. H.(1991), Singapore Airlines.
Vickson, R. G., and Altman, M.(1977), “On the relative effectiveness of Stochastic Dominance Rules: Extension to Decreasingly Risk-Averse Utility Functions,” Journal of Financial and Quantitative Analysis, Vol. 12, No.1, pp. 361-384.
Whitmore, G. A. (1970), “Third Degree Stochastic Dominance,” American Economic Review, Vol. 60, pp. 457-459.
Wyckoff, D.D., Sasser, W.E. and Blsen (1978), Management of Service Operation: Text and Case, Boston: Allyn and Bacon Inc.
Zeithaml, V. A., Bitner, M. J., Gremler, D. D., (2005), Services Marketing, New York: McGraw-Hill
Zhang, H. Q., and Chow, I. (2004), “Application of importance-performance model in tour guides’ performance: evidence from mainland Chinese outbound visitors in Hong Kong,” Tourism Management, Vol. 25, pp. 81-91.