參考文獻
一、中文書目
王瑞琳(2007)人際吸引力對服務場景中顧客互動的影響。國立中山大學企業管理研究所碩士論文。王瑞陽(2007)。以正向心理學觀點探討「品味」與工作結果關係之研究-正向情感中介效果檢驗。國立東華大學企業管理學系碩士論文。司徒達賢(2009)。不要用製造業思維看服務業的創新。天下雜誌，438，186頁。
古詠蓁(2006)。人格五因素模式及自我歸因風格預測壽險業務員銷售績效之研究。國立中山大學人力資源管理研究所碩士論文。台灣服務業聯網，http://twcsi.org.tw/columnpage/service/policy.aspx(2011年1月21日)
台灣經濟研究院，http://www.tier.org.tw/comment/tiermon201003.asp(2011年1月21日)
行政院人事行政局全球資訊網，http://www.cpa.gov.tw/public/Data/81161143371.doc.(2011年1月21日)
行政院人事行政局全球資訊網，http://www.cpa.gov.tw/ct.asp?xItem=8225&CtNode=954&mp=24(2011年1月21日)
行政院主計處全球資訊網，http://www.stat.gov.tw/ct.asp?xItem=27326&ctNode=516(2011年1月21日)
池文海、楊宗儒、呂正雄(2008)。內部行銷與情緒智力對員工績效的影響。中華管理學報，第9卷第3期，1-22頁。李明堂(1986)。常模參照回饋﹑自我參照回饋對國小學童成敗歸因﹑成就動機﹑測試焦慮影響之研究。國立高雄師範大學教育研究所碩士論文。李聲吼(2000)。人力資源發展。台北：五南圖書出版公司。
李榮豐、季力康(2001)。在運動情境中兒童「運氣」與「技巧」概念的分化階段及其「成敗歸因」的研究。體育學報，第31輯，103-114頁。阮俐屏(2003)。壽險業務人員銷售績效實證分析。國立高雄第一科技大學風險管理與保險所碩士論文。呂家美、黃佩琪(2008)。美髮服務業員工知覺人力資源管理措施對工作績效之影響-探討員工技能中介效果。餐旅暨家政學刊，第5卷第1期，93-113頁。呂家美、林佩芬、曹瓊文(2008)。高績效人力資源管理措施對工作績效、離職傾向之影響-以美髮服務業爲例。美和技術學院學報，第27卷第2期，95-111頁。
何婉妤(2007)。探討正向情感、社會支持與工作家庭增益之關係。國立臺灣科技大學企業管理系碩士論文。邱秀霞(2002)。運動員主客觀成敗對其情緒差異之研究。中華民國體育學會九十一年度體育學術論文發表會，台北市：國立台灣師範大學。
邱英祧、張秀珍(2000)。共同基金績效歸因之實證研究。育達研究叢刊，第1期，62-75頁。邱秀霞、盧俊宏(2002)。運動員主客觀成敗對其歸因差異之研究。大專體育學刊，第4卷第2期，55-66頁。
邱炳乾(2006)。預算目標達成對風險投資的影響：展望理論與過去績效歸因的探討，管理與系統，第 13卷第1期，77-97頁。邱炳乾(2008)。過去績效結果的歸因認知與預算強調對預算寬列的影響。管理學報，第25卷第1期，51-65頁。邱發忠(2005)。創造力認知運作機制之探究。國立師範大學教育心理與輔導學系博士論文。吳宗祐(2008)。主管威權領導與部屬的工作滿意度與組織承諾：信任的中介歷程與情緒智力的調節效果。本土心理學研究，30期，3-63頁。吳瓊恩(2005)。行政學的範圍與方法，台北：五南圖書出版公司。
吳淑蓉、王秀紅(2005) 。護理人員情緒勞務及其相關因素探討。實證護理，第1卷第4期，243-252頁。吳明隆、葛建志(2006)。國民小學學生數學歸因信念、數學態度、數學焦慮與數學成就之相關研究。高雄師大學報，第21期，1-18頁。
房美玉(2002)。台灣半導體產業之組織文化對於內外工作動機與工作績效及工作滿意度間關連性的影響。管理評論，第21卷第3期，69-96頁。林水波(1999)。政府再造，台北，智勝。
林和逸(1988)。情緒狀態的覺察與引發來源類別對情緒調適的影響。輔仁大學應用心理學研究所碩士論文。林奕銘(2006)。臺灣公部門實施績效俸給制度的反思-考績與俸給制度之審視與建議，政策研究學報，第6期，211-233頁。林嘉誠(2007)。政府改造與考選創新，秀威資訊。
林菁真、王淑治、甘唐沖、滕中瑋(2008)。國立大學職員之休閒行爲、工作生活品質、工作壓力與工作績效之相關性研究。運動休閒餐旅研究，第3卷第3期，1-26頁。
周芳香(2008)。創新服務行銷:開創藍海商機。台北：五南圖書出版公司。
施能傑(2006)。文官體系能力與政府競爭力:策略性人力資源管理觀點。東吳政治學報，第22期，1-46頁。唐璽惠(2006)。學校行政人員情緒管理芻議。學校行政雙月刊，44頁。孫本初（2007）。由理論及實務層面分析公部門績效管理中的激勵問題。人事月刊，第45卷，第5期，31-44頁。孫婉嫻(2006)。員工正向情感對助人及退卻行為影響之干擾效果研究。國立台北科技大學商業自動化與管理研究所碩士論文。涂淑娟（2003）。國小高年級不同性別、科學成就學生與科學態度、科學歸因關係之研究。國立嘉義大學國民教育研究所碩士論文。高清愿(1999)。「團體服務、夢想昇華」服務高手。台北：時報文化出版企業公司。
連淑君、余德成(2004)。薪資制度、責任感與工作績效之研究。人力資源管理學報,第4卷第2期，47-59頁。黃琦珍(2004)。工作績效、滿意度、組織承諾與年齡因素之相關性研究-以高雄市立聯合醫院為例。義守大學管理研究所碩士論文。黃馨慧(2004)。團隊成員正面情感的組合對於團隊績效及個人人際滿意度之跨層次分析-以集體效能、凝聚力為中介變項。東吳大學企業管理學系碩士論文。黃寶園(2009)。不同職業類別人員職業倦怠之研究。教育研究學報，第43卷第1期，23-49頁。黃英忠、陳儀蓉、黃培文(2003)。學習成就對努力歸因之影響-以三明治式教學之技專院校餐飲管理科為例。商管科技季刊，第4卷第2期，149-161頁。黃英忠、何金銘、陳儀蓉、柯元達 (2003)。努力歸因對個我與社會取向成就動機影響工作投入的中介效果-以某外送速食連鎖店為例。人力資源管理學報,第3卷第4期，93-108頁。黃英忠、溫金豐、杜佩蘭、陳錦輝(2004)。知識經濟下基層公務人員的核心能力-中高階主管的觀點。中國行政評論。第13卷第4期，85-110頁。黃英忠、黃毓華、劉錦雲、陳錦輝(2008)。工作需求控制模式與工作倦怠關係之研究:以自我效能為干擾變數。管理實務與理論研究，第2卷第1期，37-51頁。郭生玉(1983)。成功導向與失敗導向學童的學業成就及成就歸因比較研究。教育心理學報，第16期，47-60頁。郭生玉(1984)。國小學童成敗歸因與學業成就、成就動機及成敗預期關係之研究。教育心理學報，第17期，51-72頁。郭生玉(1996)。國中學生成敗歸因型態和學業冒險取向、學習失敗忍受力關係之研究。教育心理學報，第28期，59-75頁。郭安妮(2006)。目標設定、主管對工作情緒與工作績效之影響。國立交通大學碩士論文。陳秋利(2007)。國小高年級學童性別、學業成就、學業成敗歸因與A型行為之關係研究。國立新竹教育大學教育心理與諮商學系碩士論文。陳建丞(2008)。員工知覺的組織支持與工作績效間的中介模型研究。管理學報，第25卷第3期，309-331頁。莊素芬譯(1999)。(Hyson , M.C原著)。情緒發展與EQ教育。桂冠圖書。
莊耀嘉、黃光國(1981)。國中學生的成敗歸因與無助感的特徵。中華心理學刊，第23卷第2期，155-164頁。莊智鋒、鄭志偉(2007)。美髮從業人員內外控人格特質、知識管理與工作績效間關係之研究。管理學域學術研討會論文集，第八屆_下，E-81-E-95頁。
梁茂森（1996）。魏納歸因理論之探研。高師大學報，第7期，101-126頁。
陳淑絹(1994)。國小男女生與成就高低學生成敗歸因之比較研究。臺中師院學報，第8期，127-162頁。陳嵩、蘇淑芬(2006)。銷售人員的目標取向-織環境及個人成功歸因信念的角色。人力資源管理學報，第6卷第1期，1-29頁。陳偉瑀(2009)。不同結果獲悉下之競爭與非競爭羽球發短球競賽表現和成敗歸因，運動教練科學，第13期，63-80頁。陳鉉文(2008)。員工正向心情在轉換型領導與員工績效關聯性之中介機制探討。國立台灣科技博士論文。陳玉樹、謝宜栴(2008)。師徒功能對工作績效的影響：以職場個人學習為中介效果。中正教育研究，第7卷第2期，65-96頁。陳光偉、陳嵩(2006)。銷售人員目標取向的成因對績效的影響。管理學報，第23卷第3期，389-411頁。陳美菁、黃玉芬(2007)。金融服務業從業人員核心能力對工作績效影響之研究-以銀行證券業為例。管理學域學術研討會論文集，第八屆_上, B-17-B-35頁。
陳鉉文、劉欣芸(2008)。員工正負向情感對轉換型領導與員工創造力績效之干擾效果探討。建國科大學報，第28卷第1期，81-93頁。
陳儀蓉、黃芳銘(2008)。努力歸因量表在男女間之測驗恆等性檢定。管理實務與理論研究，第2卷第1期，114-130頁。許濱松(1997)。從英美經驗談公部門功績獎勵問題（下）。公務人員月刊，第17期，29-42頁。許志賢、蔡進發、黃宗成、何欣怡(2008)。高科技產業員工休閒行爲與工作生活品質、工作壓力、工作績效之相關性研究。管理實務與理論研究，第1卷第3期，153-173頁。張文祥(2005)。政風人員違紀行為成因與管理機制之研究。國立中正大學犯罪防治所碩士論文。張秀珍(1998)。績效歸因之研究。長榮管理學院經營管理研究所碩士論文。張春興(2009)。現代心理學重修版。台北市：東華書局。
張婷婷、黃玉真、黃同圳(2007)。催收人員的職能與工作績效關係之研究。人力資源管理學報，第7卷第1期，41-59頁。張潤書(1985)。組織行為與管理。台北：五南圖書出版公司。
曾信超、黃先鋒(2009)。內部行銷與組織效能之關連性-以組織承諾與工作滿意為中介變項。商管科技季刊，第10卷第2期，291-325頁。彭文蓉(1995)。不同目標取向的成敗歸因及其對情緒反應的影響。國立體育學院運動科學研究所碩士論文。彭穌蓉(2003)。風險容忍度與變額保險購買決策之研究，逢甲大學保險學系碩士論文。葉正(1990)。運動競技成敗歸因的情緒反應。台大體育，第17期，31-41頁。
董寶灼(2006)。領導者正向心情對業務團隊績效之影響：轉換型領導、團隊心情、團隊助人行為與團隊滿意度的中介效果。靜宜大學管理碩士在職專班碩士論文。廖祐宏(2003)。探討使命式學習活動中影響學生失敗反應的相關因素研究。國立中山大學資訊管理研究所碩士論文。葛建志(2005)。國民小學五年級學生數學歸因信念、數學態度、數學焦慮及數學成就之相關研究。國立臺南大學教育經營與管理研究所數學教學碩士班碩士論文。葛建培、卓正欽(2008)。績效管理與發展-建構組織人力資本工具與應用。雙葉書廊。
劉仲彬(2007)。躁鬱症狀心理病理因素與相關情緒能力之探討。高雄醫學大學心理學系研究所碩士論文。劉明德等譯（1993）。管理學：競爭優勢（Edmund R. Gray和 Larry R. Smeltzer合著）。臺北：桂冠。
劉從國(2003)。運動員目標取向與自尊對歸因與情緒的影響。國立體育學院體育研究所碩士論文。劉從國、盧俊宏(2003)。運動競賽成敗結果、歸因、以及情緒之關係研究:驗證Weiner(1985)成就動機和情緒的歸因理論。體育學報，第35輯，127-142頁。劉松齡(2009)。創新管理，台北：五南圖書出版公司。
劉惠茹(2003)。員工正向心情與工作績效關聯性之中介歷程探討。臺灣大學商學研究所碩士論文。劉麗文、楊軍(2004)。服務業營運管理。台北：五南圖書出版公司出版社。
劉家駒、謝美婷(2008)。我國養生村工作人員工作投入、工作滿意、工作壓力與人員工作績效關係之研究。亞東學報，第28期，95-104頁。
劉慶洲、余德成、黃建榮(2007)。加工出口區外籍勞工社會支持、海外適應與工作績效之關聯性研究。中原企管評論，第5卷第2期,125-149頁。
蔡明春、鄭青展、李日興(2005)。大陸直接員工職能與工作績效之研究-以台商監視器零件產業為例。文大商管學報，第10卷第1期，53-73頁。戴國良(2006)。組織行為學:全方位理論架構與企業案例實戰，台北：五南圖書出版公司出版。
薄喬評(2001)。服務業管理。台北：永大書局。
賴素玲(2002)。不同技術水準之男子網球選手比賽成敗歸因及未來成就期望之研究。國立體育學院教練研究所碩士論文。賴清標（1993）。魏納的歸因理論及其教育涵義。初等教育研究集刊，第1期，77-90頁。
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魏文欽、朱聖和(2008)。人格特質、工作態度、服務品質、工作績效及顧客滿意度關連性之實證研究-以國內金融控股公司爲例。International Journal of Lisrel，第1卷第2期，1-24頁。
謝文全(2010)。教育行政學：理論與案例，台北：五南圖書出版公司。
蘇偉業(2009)。公共部門事前定向績效管理:反思與回應。公共行政學報，第30期，105-130頁。蘇義祥（ 1998）。中華電信專戶服務部門領導型態與工作績效關係之研究：服務人員特質及成熟度的調節作用。國立中山大學企業管理學系碩士論文。蘇慧敏(2004)。服務人員情緒表達與顧客知覺-以正負向情感性為干擾。國立台灣科技大學碩士論文。蘇義祥、胡國强(2000)。個人成熟度及內外控取向的調節作用對領導型態與工作績效關係之研究-以中華電信公司專戶服務部門為例。管理評論，第19卷第2期，89-111頁。
羅梅英(1993)。正向心情與個人涉入程度對他人行為歸因的影響。中原大學心理學系碩士論文。韓貴香(2003)。自我概念差異、不同生活向度滿足與正、負向情感感受之關係-以台灣女性幼教老師為例。中華心理衛生學刊，第16卷第4期，1-22頁。譚地洲（2004）。MBA教程之人力資源管理-從職能培訓到創造績效。台北:世界商業文庫。
二、英文書目
Aiken, L.S., & West, S.G.(1991).Multiple regression: Testing and interpreting interactions.Newbury Park, CA; Sage.
Andrews,J., & Smith,D.C.(1996).In search of the marketing imagination:Factors affecting the creativity of marketing programs for mature products.Journal of Markerting Reseach,33(2).174-187.
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