一、中文部份
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江惠如(1995),等待設計及其排法之研究,靜宜大學管理科學研究所未出版之碩士論文。杉本辰夫(1996),事業、營業、服務的品質管制(盧淵源譯),台北:中興管理顧問公司,(原文於1986年出版)。
林玥秀,黃文翰,黃毓伶(2003),服務失誤與服務補救之類型研究-以台灣地區之餐廳為例,觀光研究學報,9(1),39-58。
張景旭,朱寶青,范垂爐,張馨華(2006),服務失誤之引發事件與員工回應不當行為之研究-以顧客經驗管理為取向,關係管理研究,4,111-139。
張景旭,張馨華(2006),服務經濟轉型下的「重要事件技術」爭議與對策:「主觀順序事件技術」之提出,關係管理研究,3,49-76。郭德賓(2004),使用認知腳本方法來評量專業服務的傳遞過程:正式西餐廳之實證研究,產業管理學報,5(2),411-430。陳信堂(2003),產業結構下政府就業服務制度與策略之探討,東海大學管理碩士在職專班未出版之碩士論文。陳淑莉,董雅慧,何念軒(2005),新竹地區休閒民宿經營發展之調查研究,台灣地方鄉鎮觀光產業發展與前瞻學術研討會論文集(pp. 84-98),台北:景文科技大學旅運管理系。
陳曉菁(2001),服務接觸技術與顧客互動品質間關係之研究-以銀行服務為例,國立高雄第一科技大學行銷與流通管理系未出版之碩士論文。黃蔚萱(2006),國際觀光旅館國人住宿需求季節性之研究,朝陽科技大學休閒事業管理系未出版之碩士論文。2008年第1季工商企業經營概況季調查(2008),經濟部統計處[線上資料],來源:http://2k3dmz2.moea.gov.tw/GNWEB/news/
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廖瑞金(2006),遊客舒適度、感受價值與忠誠度之關係─以清境農場地區民宿業者為例,國立嘉義大學農學院林業暨自然資源研究所未出版之碩士論文。劉宗其,李奇勳,黃吉村,渥頓(2001),服務失誤類型、補償措施與再惠顧率之探索性研究-以CIT法應用於餐飲業為例,管理評論,20(1),65-97。
蔡宜娟(2005),考慮淡季及旺季需求之產能分配,國立交通大學工業工程與管理學系未出版之碩士論文。鄭紹成(1997),服務業服務失誤、挽回服務與顧客反應之研究,中國文化大學國際企業管理研究所未出版之博士論文。顏嘉禾(2002),澎湖聯外航空運輸問題之研究,國立成功大學交通管理科學研究所未出版之碩士論文。關復勇(1998),專業服務接觸中關係品質知覺之研究,國立中山大學企業管理研究所未出版之博士論文。蘇瑋婷(2005),考慮外包價格及彈性之產能規劃,國立交通大學工業工程與管理學系未出版之碩士論文。二、英文部份
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