Correia, Anderson R. and S.C. Wirasinghe,“Development of level of service standards for airport facility: Application to Sao Paulo International Airport”, Journal of Air Transport Management 13, pp. 97-103, 2007.
Davis, Mark M. and Janelle Heineke, “How disconfirmation, perception and actual waiting times impact customer satisfaction”, International Journal of Service Industry Management, Vol.9, pp. 64-73, 1998.
Dragu , V., E. Roca, and F. Rusc, “Service Quality in the Terminals Joining Magistral and Urban Transport”, Politehnica University of Bucharest, Transportation Faculty, Bucharest, Romania, 2002.
Darzentas , John and Thomas Spyrou, “Ferry Traffic in the Aegean Islands: A Simulation Study”, The Journal of the Operational Research Society, Vol. 47, No. 2, pp. 203-216, 1996.
Fausch, Peter A., David Dillard, and John F. Hoffmeister, “The simulation of passenger movements through a transit station”, Winter Simulation Conference, Vol. 14-16, pp. 559-570, 1974.
Gross, Donald and Carl M. Harris, FUNDAMENTALS OF QUEUEING THEORY, Third Edition, WILEY Inter-Science, 1998.
Heidemann, Dirk, “A Queueing Theory Model of Nonstationary Traffic Flow”, Transportation Science, Vol. 35, No. 4, pp. 405-412, 2001.
Jennings, Norman H. and Justin H. Dickinst, “Computer Simulation of Peak Hour Operations in a Bus Terminal”, Management Science, pp. 106-121, 1986.
Law, Averill M. and W. David Kelton, SIMULATION MODELING AND ANALYSIS, Third Edition, The McGraw-Hill Companies, 2000.
Luo, Wenhong, M. Liberatore, R. Nydick, Q. Chung and E. Sloane, “Impact of process change on customer perception of waiting: a field study”, Omega, 32, 2004.
Park, Jin-Woo, “Passenger perceptions of service quality: Korean and Australian case studies”, Journal of Air Transport Management 13, pp. 238-242, 2007.
Russell, Edward C., SIMSCRIPT II.5 Programming Language, CACI, 1994.
Regan, William J., “The Service Revolution”, Journal of Marketing, Vol.27, No. 3, pp. 57-62, 1963.
吳家綸 (2004),「系統模擬導入於ISO 9000: 2000之分析與標準建立」,國立台灣科技大學工業管理研究所碩士論文。林志平 (1982),「服務業等候線管理之研究」,元智大學工業工程研究所碩士論文。陳武正、蕭詩翰 (2006),「台鐵旅客滿意度之研究」,台鐵資料季刊,第325期,頁1-21。
詹定宇、黃鎮東 (2000),「等待服務品質決定因素之研究-以火車站服務為例」,中山管理評論,第8卷第1期,頁123-151。顏月珠,「無母數統計方法」,三民書局,民國91年。
羅明正 (1997),「百貨業信用卡中心顧客服務與等候成本之模擬研究」,私立元智大學工業工程研究所碩士論文。