一、中文部分
Martin Linstrom (2017).小數據獵人:發現大數據看不見的小細節,從消費欲望到行為分析,創造品牌商機(溫力秦、戴至中譯)。台北:日月文化。
朱明添(2009)。中醫傷科醫療服務滿意度之研究-以北區(桃、竹、苗)為例。中醫骨傷科醫學雜誌,8,1-14。朱寶清、陳寶中(2009)。從質性觀點論醫療保健服務業服務失誤之研究。創新研發學刊,15-38。
何雍慶、蘇子炘(2005)。體驗策略模組與消費態度之關聯性─以南台灣區域醫院為例。第一屆管理與決策2005年學術研討會特刊,43-57。
李靜芳、陳耀茂、林瑋君(2009)。患者對馬偕紀念醫院醫療服務品質屬性偏好之研究。馬偕學報,7,1-20。社團法人台灣服務科學學會(2015)。服務科學:服務系統觀與價值共創論。新北市:前程文化。
陳仁惠、鄭仲興、方世杰(2005)。門診醫療服務品質與病患滿意度對於關係導向行為之影響。護科技學科,7(2),187-202。
陳玉娟(2012)。醫療院所服務品質醫療成效與關係品質對顧客忠誠度之結構模式驗證。馬偕學報,10,165-190。陳正雄、陳佳珮(2011)。應用TRIZ改善醫療服務品質之研究-以苗栗某私立醫院為例。育達科大學報,29,137-162。蔡文正、龔佩珍、翁瑞宏、張永賢、李思儀(2008)。「應用SERVQUAL量表建構中醫醫療服務品質指標,台灣衛誌,27(4),309-319。
鍾詠全(2016)。醫院行銷策略對地區醫院品牌形象影響之研究-以某地區醫院為例。高雄醫學大學,高雄市。
二、英文部分
Berry, L. L., & Parasuraman, A. (1992). Prescriptions for a service quality revolution in America. Organizational Dynamics, 20(4), 5-15.
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter: diagnosing favorable and unfavorable incidents. The Journal of Marketing, 71-84.
Bitner, M. J., Booms, B. H., & Mohr, L. A. (1994). Critical service encounters: The employee''s viewpoint. The Journal of Marketing, 95-106.
Carayon, P., Wetterneck, T. B., Rivera-Rodriguez, A. J., Hundt, A. S., Hoonakker, P., Holden, R., & Gurses, A. P. (2014). Human factors systems approach to healthcare quality and patient safety. Applied ergonomics, 45(1), 14-25.
Donabedian, A. (1978). The quality of medical care. Science, 856-864.
Goodwin, C., & Ross, I. (1992). Consumer responses to service failures: Influence of procedural and interactional fairness perceptions. Journal of Business Research,25(2),149-163.
Kelley, S. W., & Davis, M. A. (1994). Antecedents to customer expectations for service recovery. Journal of the Academy of Marketing Science, 22(1), 52-61.
Kingman-Brundage, J. (1989). The ABCs of service system blueprinting. Designing a winning service strategy, 30-43.
Lusch, R. F., & Vargo, S. L. (2006). Service-dominant logic: reactions, reflections and refinements. Marketing theory, 6(3), 281-288.
Lusch, R. F., Vargo, S. L., & O’Brien, M. (2007). Competing through service: Insights from service-dominant logic. Journal of retailing, 83(1), 5-18.
Sharma, J. K.;Narang, R.( 2011). Quality of Healthcare Services in Rural India: The user perspective. VIKALPA. 36, 51-60.
Surprenant, C. F., & Solomon, M. R. (1987). Predictability and personalization in the service encounter. The Journal of Marketing, 86-96.
Vargo, S. L., & Lusch, R. F. (2004). The four service marketing myths: remnants of a goods-based, manufacturing model. Journal of service research, 6(4), 324-335.
Vargo, S. L., & Lusch, R. F. (2008). From goods to service (s): Divergences and convergences of logics. Industrial marketing management, 37(3), 254-259.
Zeithaml, V. A., & Bitner, M. J. (1996). Service marketing. New York.