一、中文部份
王國揚(2002)，角色衝突、工作壓力與離職傾向關係之探討－以財政部台灣省中區國稅局為例，國立中山大學人力資源管理研究所未出版之碩士論文。王瑞祺(2001)，學校人事人員角色衝突之研究－以台北市國民小學為例，國立政治大學公共行政研究所未出版之碩士論文。交通部觀光局(2007)觀光統計[線上資料]，來源http://admin.taiwan.
net.tw/indexc.asp [2009, October 12]
朱美珍(2001)，民生主義社會政策與軍人家庭關係之研究－已婚軍官角色衝突及其生活滿意之分析，國立政治大學中山人文社會科學研究所未出版之博士論文。余慶華(2001)，消費金融人員之工作投入、工作滿足、薪酬福利與工作績效之相關研究－以高雄地區銀行為例，國立中山大學人力資源研究所未出版之碩士論文。吳明隆(2007)，SPSS操作與應用－問卷統計分析實務，台北：五南文化事業。
吳勉勤(1998)，旅館管理－理論與實務，台北：揚智文化。
吳翌菁(2000)，以SERVQUAL Model進行員工滿意度之調查研究－以某高科技公司為例，私立中原大學工業工程研究所未出版之碩士論文。呂文祺(1990)，工作目標屬性與工作本身滿足、上司滿足、角色知覺之關連性研究－以實施目標管理公司為例，國立交通大學管理科學研究所未出版之碩士論文。李永聖(2002)，南區國稅局稽徵人員對激勵制度之知覺及其與工作滿足、離職傾向關係之研究，國立成功大學企業管理學系未出版之碩士論文。
林士瑋(1997)，服務業員工人格特質、工作特徵知覺、授能風格、服務氣候、員工福祉氣候、員工工作滿足、服務品質知覺與顧客滿意之研究－以銀行業為例，私立中原大學企業管理研究所未出版之碩士論文。林天佑(2003)，教育行政學，台北：心理出版社。
林叔蔓(2000)，安養護機構看護工之工作壓力源及工作滿足感之相關性探討－以士林、北投地區為例，國立陽明大學社區護理研究所未出版之碩士論文。邱皓政(2000)，量化研究與統計分析：SPSS中文視窗版資料分析範例解析，台北：五南出版社。
胡夢蕾(2003)，內部行銷與工作滿意度之研究－以台灣國際觀光飯店為例，旅遊管理研究，3(2)，1-25。徐國勝(2000)，顧客對優良商店(GSP)服務品質滿意度之研究，私立長榮管理學院經營管理所未出版之碩士論文。張春興(1991)，現代心理學，台北：東華書局。
曹翠蘭(2005)，連江縣公務機關人員角色衝突對組織認同與服務品質之影響，私立銘傳大學公共事務學系未出版之碩士論文。陳宏光(2002)，員工工作投入、工作滿足與離職傾向相關因素之探討－以面對組織變革台鐵為例，國立中山大學人力資源管理研究所未出版之碩士論文。游肇賢(2003)，國中兼任行政工作教師角色衝突與工作滿意之調查研究，國立高雄師範大學教育學系未出版之碩士論文。黃俊英(2000)，多變量分析(7版)，台北：華泰書局。
劉崇義(2001)，顧客滿意之研究－以壽險業為例，私立中原大學企業管理研究所未出版之碩士論文。蔡明家(2000)，中小企業業務人員角色衝突型態、來源與因應之研究，國立中正大學企業管理研究所未出版之碩士論文。鄭彩鳳(1992)，高級中等學校校長領導行為取向、教師角色衝突與學校組織氣氛關係之研究，國立高雄師範大學教育研究所未出版之碩士論文藍采風，廖榮利(1994)，醫療社會學。台北：三民書局。
藍偉峰(2003)，領導風格、組織文化、工作滿足與離職傾向之關係研究－以技職院校教師為研究對象，國立成功大學企業管理研究所未出版之碩士論文。
蘇月琴(2004)，高中職學校行政人員溝通行為、角色衝突與工作滿意度關係之研究，國立屏東師範學院國民教育研究所未出版之碩士論文。二、英文部分
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