一、中文部份
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毛曉夫,1997,來源國形象對顧客滿意度之影響-以ELM模式為理論基礎,政治大學國際貿易研究所碩士論文。王又鵬,1985,影響連鎖化商店經營績效之因素,政治大學企業管理碩士論文。王克捷,1988,品質的歷史觀:五位大師的理論,生產力雜誌。
江文達,2002,顧客描述期望對顧客滿意度評量與購後意向關係之研究。中國文化大學國際企業管理研究所碩士論文。何雍慶、蘇雲華,1995,服務行銷領域顧客滿意模式及服務品質模式比較之研究,輔仁管理評論,2,頁37-68。何餘雄,1999,ISO9000品保認證暨企業內部管理實務,台北:台華工商出版社。
吳玠儒,2001,台灣加盟連鎖體系介紹,台北:聯維出版事業。
李承烯,2001,服務業如何導入標竿管理活動改善服務品質之研究,政治大學企業管理研究所碩士論文。李淑梅,2007,民宿的服務品質、顧客滿意度及忠誠度之關係研究─以澎湖地區為例,澎湖科技大學服務業經營管理研究所碩士論文。李錫銘,2002,顧客滿意調查,品質月刊,49,頁71-80。周泰華、黃俊英、郭德賓,1999,服務品質與顧客滿意度評量模式之比較研究。輔仁管理評論,6,pp.37-68.林慶村,2005,銀行業服務品質、企業形象、顧客滿意度與顧客忠誠度關聯性之研究,朝陽科技大學碩士論文。洪順慶,2001,管理服務品質,突破雜誌,192,頁14-17。孫志敏,2007,電業服務品質與顧客滿意度之探討,國立中山大學企業管理學系碩士論文。
徐于娟,1998,餐飲服務人員工作生涯品質、服務態度之關係對顧客滿意度、顧客忠誠度影響之研究,中國文化大學觀光事業研究所碩士論文。孫樹根、劉建麟、莊淑姿,2008,民宿滿意度與重遊意願關聯性分析-以白河民宿遊客為例。台大農業推廣學報,24,頁1-16。郭德賓,2000,服務業顧客滿意評量模式之研究,國立中山大學企業管理學系博士論文。郭德賓、周泰華、黃俊英,2000,服務業顧客滿意度評量模式之研究,中山管理評論,第八卷第一期,頁153-200。
陳炳宏,1995,服務業類型與服務品質關係之研究,中國文化大學國際企業管理研究所碩士論文。陳湘菱,2008,臺灣北區信用卡發卡銀行顧客評價模式之研究。清雲科技大學未出版碩士論文。華英傑,1996,服務品質、顧客滿意度與購買傾向關係之研究-保險業之實證,政治大學企業管理研究所碩士論文。經濟部標準檢驗局,2001,ISO9000品質管理系統-基本法則與詞彙。台北市:經濟部標準檢驗局。
楊錦洲,2001,顧客服務創新價值-如何做好服務品質,台北:中衛出版。
劉泳倫、施昱伶,2009,鹿港端午節慶活動吸引力、旅遊滿意度與重遊意願關係之研究。休閒展業管理學刊。2(1),頁28-49。鄭秀香,2001,台北市咖啡連鎖店顧客滿意度之研究,中國文化大學生活應用科學研究所碩士論文。鄭致韶,2002,服務品質及顧客滿意度之實證研究─以影音租售業為例,臺北大學企業管理學研究所碩士論文。蘇含元,2003,運用線性結構模式探討服務品質對顧客滿意度與顧客忠誠度之影響─以中油加油站為例,東華大學碩士論文。
二、英文部份
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