一、中文部份
龔聖雄，國際觀光旅館服務失誤關鍵影響因素之研究，碩士論文，朝陽科技大學休閒事業管理系，台中，民國91 年。中村卯一郎，1992，抱怨處理讀本:化抱怨為企業利潤法則，謝文龍譯，遠流出版公司彼得．杜拉克，1994，後資本主義，傅振焜譯，時報文化
許俊雄，金融機構顧客滿意度評量模式之研究，銘傳大學金融研究所碩士論文。民國89年。張碧玲，大臺北地區購屋者滿意度之研究：以LISREL進行理論驗證，台灣大學商學研究所碩士論文。民國84年。林淑萍， 航空公司網路訂位售票行銷策略與顧客滿意度之研究-以國內航線為例，南華大學旅遊事業管理所碩士論文。民國91年。高秀美，資訊委外服務導入步驟，電子化企業經理人，民國92年2月。
鄭吉宏，今年企業IT委外有一半不成功？，iThome電腦報，2003-04-08。
二、英文部份
Adeleye, B.C., Fenio Annansingh & Miguel Baptista Nunes;”Risk Management Practices in IS Outsourcing: An Investigation into Commercial Banks in Nigeria”; International Journal of Information Management; 24, 2004, pp.167-180.
Agarwal, R., and Prasad, J.,“Are individual differences germane to the acceptance of
new information technologies” Decision Sciences, 30(2), 1999, pp.361-391.
Ajzen, I., “From Intentions to Actions: A theory of Planned Behavior. In J. Kuhl and J. Bechmann (Eds.)”, Action-Control: FromCognition to Behavior. Springer, Heidelberg.,1985, pp. 11-39.
Anderson, E. W., "Customer Satisfaction and Word-of-Mouth." Journal of service research 1, 1998, pp.1-14.
Anderson, E. W. and C. Fornell., "Foundations of the American Customer
Satisfaction Index." Total Quality Management 11(7), 2000, pp.869-882.
Anderson, E. W., C. Fornell and D. R. Lehmann. "Customer Satisfaction,
Market Share, and Profitability: Findings from Sweden." Journal of Marketing
58, 1994, pp.53-66.
Anderson, E. W., C. Fornell and R. T. Rust. "Customer Satisfaction,
Productivity, and Profitability: Differences between Goods and Services."
Marketing Science 16(2), 1997, pp.129-145.
Anderson, E.W., Cales Fornell and Donald R. Lehmann, “Customer Satisfaction,
Market Share, and Profitability：Findings From Sweden”, Journal of Marketing,
Vol.58, July 1994, pp.53-66.
Bhote, Keki R, Beyond Customer Satisfaction to Customer Loyalty-The Key to
Greater Profitability, American Management Association, New York, 1996, pp.31."
Bitner, Mary Jo., "Evaluating Service Encounters: The Effects of Physical
Surroundings and Employee Responses,"Journal of Marketing, 54 (April), 1990, pp.69-82.
Bolton, R. N. and, J. H. Drew, “A multistage model of customers’ s sessments of
service quality”, Journal Of Consumer Research, 17(4),1991, pp.375-384.
Butler, G. Janet,”Winning the Outsourcing Game: Making the Best Deals and Making Them Wor, Florida, CRC Press LLC, 2000
Cardozo, R.N. “An Experimental Study of Customer Effort,Expectation and Satisfaction”, Journal of Marketing Research, Vol.2,August 1965, pp.244-249."
Carmines E.G., & Zeller R.A., “Reliability and validity assessment.” CA:Sage: Beverly Hills, 1979.
Chapman, R.G.,“Brand Performance Comparative,”Journal of Products & Brand Management,Vol.2,No.1, 1993, pp.42-50.
Chaudhury, A., K. Nam and H. R. Rao. “Management of Information Systems Outsourcing: A Bidding Perspective,” Journal of Management Information Systems, 12, No.2, 1997, pp.131-159.
Cheron, E. J.,McTavish R.and Perrien J.,“Segmentation of Bank Commercial Markets,”International Journal of Bank Marketing,Vol.7,No.6, 1989, pp.25-30.
Churchill, G.A. and C. Surprenant, “An Investigation into the Determinants of
Customer Satisfaction”, Journal of Marketing Research, Vol.19, 1982, pp.491-504.
Claes Fornell, et al.,“The American Customer Satisfaction Index : Nature, Purpose, and Findings”, Journal of Marketing Vol. 60, Oct., 1996, P8
Claes Fornell, Michael D. Johnson, Eugene W. Anderson, Jaesung Cha, and Barbara Everitt Bryant., “The American Customer Satisfaction Index. Nature, Purpose and Findings, ”Journal of Marketing, 60（4）, 1996, 7-18.
Cuieford, J. P., “Fundamental statistics in psychology andeducation (4th ed.). New York, NY: McGraw Hill, 1965.
Davis, F. D., “Perceived usefulness, perceived ease of use, and user acceptance of information technology”. MIS Quarterly, 14, 1989, pp.319-340.
Davis, F.D., Bagozzi, R.P., and Warshaw, P.R.,“User acceptance of computer
technology A comparison of two theoretical models,” Management Science 35(8), August 1989, pp.982-1003.
Davis, F.D.,“A Technology Acceptance Model for Empirically Testing New End-User
Information Systems: Theory and Results,” Doctoral Dissertation, MIT Sloan School of Management, Cambridge, MA., 1986.
Dolinsky, A. L.,”Considering the competition in strategy development：An extension of importance-performance analysis.” Journal of Health Care Marketing, 11, 1991, pp 31-37.
Due, R., “The real cost of outsourcing,” Information Systems Management, 1992, pp.78-81.
Eklof, J. A., P. Hackl and A. Westlund. "On Measuring Interactions between Customer Satisfaction and Financial Results."Total Quality Management 10(4&5), 1999, pp.514-522.
Engel, James F., R.D. Blackwell and Paul W. Miniard,”Consumer Behavior”, 6th ed,
1984.
Evans, M. R.and Chon, K. S.,”Formulating and evaluating tourism policy using importance-performance analysis.” , Hospitality Education and Research Journal,Vol.13, 1989, pp.203-213.
Fishbein, M., and Ajzen, I.,“Belief, Attitude, Intention, and Behavior: An Introduction
to Theory and Research,” Reading, MA: Addison-Wesley, 1975.
Fisk, R.P., Brown, S.W. and M.J. Bitner, “Tracking the Evolution of the Services Marketing Literature,” Journal of Retailing, 69(1), 1993, pp.61-103.
Flott, L. W., “Customer satisfaction,” Metal Finishing, Vol. 100, 2002, pp. 59-60.
Fornell, C.,"A National Customer Satisfaction Barometer: The Swedish Experience.", Journal of Marketing 56, 1992, pp.6-21.
Fornell, C. and D. F. Larcker.,"Evaluating Structural Equation Models with Unobservable Variables and Measurement Error." Journal of Marketing Research, 18, 1981, pp.39-50.
Fornell, C., M. D. Johnson, E. W. Anderson, J. Cha and B. E. Bryant."The
American Customer Satisfaction Index: Nature, Purpose, and Findings."" Journal
of Marketing 60, 1996, pp.7-18.
Gordon, K.A.,“Outsourcing Information Technology-Why Does It Make Sense??”,Fornightly, January 1994, pp. 27-30.
Gover, V., M. Cheon, and J. Teng, “A Descriptive Study on the Outsourcing of
Information Systems Functions,” Information Systems Management, vol. 27, 1994, pp.33-44.
Greaver II, Maurice F.,”Strategic Outsourcing: A Structured Approach to Outsourcing Decisions and Initiatives”, New York, AMA Publications, 1999.
Grover, V.; M.J. Cheon and J.T.C. Teng,”The Effect of Service Quality and Partnership on the Outsourcing of Information Systems Functions,”Journal of Management Information Systems, 12, Issue 4, 1996, pp.89-116.
Hammasi, M., Strong, K. C., and Taylor, S. A.,”Measuring service quality for strategies planning and analysis in service firms,” Journal of Applied Business Research,Vol.10, No.4, 1994, pp.24-34.
Hemple, D. J.,”Consumer satisfaction with the home buying process: Conceptualization & measurement,conceptualization of consumer satisfaction and dissatisfaction. Cambridge: Marketing Science Institute, 1997.
Hirschman, A. O., “Exit, Voice and Loyalty: Responses to Decline in Firms,
Organizations and States”, Harvard University Press, Cambridge, MA.,1970.
Hollenhorst, S., Olson, D. and Fortney, R., “Use of Importance-
Performance Analysis to Evaluate State Park Cabins: The Case of the West
Virginia State Park Syste.”,Journal of Park and Recreation Administration, Vol.10,No.1,1992, pp.1-11.
Howard, J.A. and J.N. Sheth,”The Theory of Buyer Behavior”, New York: John Wiley & Sons Inc, 1969.
Igbaria, M., Guimaraes, T., and Davis, G.B.,“Testing the determinants of
microcomputer usage via a structural equation model,” Journal of Management
Information Systems 11(4), 1995, pp.87-114.
Igbaria, M., Iivari, J., and Maragahh, H.,“Why do individuals use computer technology ? A Finnish case study,” Information and Management 29, 1995, pp.227-238.
Igbaria, M., Parasuraman, S., and Baroudi, J.J.,“A motivational model of microcomputer usage,” Journal of Management Information Systems 13(1), 1996, pp.127-143.
Jae-Nam Lee and Young-Gul Kim ., “Effect of Partnership Quality on IS
Outsourcing Success: Conceptual Framework and Empirical Validation,”Journal of Management Information Systems, Vol. 15 Issue 4, 1999, pp.29-61.
Jenkins, Del, “The New Standard for IT Outsourcing,” The Outsourcing Institute’s, Feb. 2002
Johnson, M. D., A. Gustafsson, T. W. Andreassen, L. Lervik and J. Cha.,"The
Evolution and Future of National Customer Satisfaction Index Models." Journal
of Economic Psychology 22(2), 2001, pp.217-245.
Jones, Thomas O. and W. Earl Sasser, J.R, “Why Satisfied Customer Defect”,
Harvard Business Review, Nov/Dec 1995, pp.88-99.
Kai Kristensen, Anne martensen & Lars Gronholdt,“Customer Satisfaction Measurement at Post Demark:Results of Application of the European Customer Satisfaction Index Methodology”,Total Quality Management, Vol. 11, No. 7,20000, P1008.
Kettinger, W. J., and Lee, C. C.,”Perceived Service Quality and User Satisfaction with the Information Service Fuction”, 1994, pp.737-766.
Kevin Cacioppo.,Quality Digest,September, 2000.
Keyt, J. C., Yavas, U & Riecken, G.,”Importance-performance analysis: A case study in restaurant positioning,” International Journal of Retail and Distribution Management,Vol.22,No5,1994, pp.35-40.
Kishore, R., H.R. Rao, K. Nam, S. Rajagopalan & A. Chaudhury;”A Relationship Perspective on IT Outsourcing”; Communications of the ACM; 46, 12, 2003, pp.87-92.
Kotler, P,”Marketing Management”,Englewood Cliffs, New Jersey:Prentice Hall, 2000.
Kralovetz, R.G.,“A Guide to Successful Outsourcing,” Management Accounting, 78, Iss 4, October 1996, pp32-38.
Kristensen, K., A. Martensen and L. Gronholdt.,"Customer Satisfaction Measurement at Post Demark: Results of Application of the European Customer Satisfaction Index Methodology.",Total Quality Management 11(7), 2000, pp.1007-1015.
Kristensen, K., Martensen, A. and Gronholdt, L.,“Measuring the impact of
buying behaviour on customer satisfaction ” Total Quality Management, Vol.
10, 1999, pp.602-614.
Labbs, J. J.,”Successful Outsourcing Depends on Critical Factors” , Personal Journal, October, 1993, pp.51-60.
Lee, J. N. and Kim, Y. G., “Effect of Partnership Quality on IS Outsourcing Success:Conceptual Framework and Empirical Validation,” Journal of Management Information Systems, Vol. 15, No. 4, spring 1999, pp. 29-61.
Leonard L. Berry, and A. Parasuraman. “The Nature and Determinants of Customer
Expectations of Service.” Journal of the Academy of Marketing Science, 21 (1), 1993, pp.1-12.
Lever, S., “An Analysis of Managerial Motivation Behind Outsourcing Practices in Human Resources,” Human Resource Planning, Vol.20, 1997, pp.37-47.
Lilien,GaryL.&PhilipKotler & K.Sridhar Moorthy.”Marketing Models”, chapter 7,Prentice Hall, Inc, 1992.
Loh, L. and N. Venkatraman, “Determinants of Information Technology Outsourcing", Journal of Management Information Systems, 9(1), 1992, pp. 7-24.
Loh, Venkatraman “Determinants of Information Technology Outsourcing : A
Cross-Sectional Analysis”, Journal of Management Information Systems, Summer, Vol.9 No.1, 1992, pp7.
MacKenzie, S.B.,”The role of attention in mediating the effect of advertising on attribute importance.” Journal of Consumer Research, 13(September), 1986,pp.174-195.
Martilla, J. A. and James, J. C.,“Importance-Performance Analysis,” Journal of Marketing,Vol.41,No.1,1977, pp.77-79.
Matzler, K. and Hinterhuber, H. H., “How to Make Product Development Projects More Successful by Integrating Kano’s Model of Customer Satisfaction into Quality Function Deployment,” Technovation, Vol. 18, 1998, pp.26-27.
McNurlin, Barbara C. & Ralph H. Sprague, Jr.,”Information Systems Management In Practice”. 4th edition, Prentice-Hall International, Inc., 1998, pp.236-237.
Michell, V. and G. Fitzgerald, “The IT Outsourcing Market-place: Vendors and Their Selection,” Journal of Information Technology, 12, 1997, pp.223-237.
Minoli, D., “Analyzing outsourcing: Reengineering information and communication system,” New York: McGraw-Hill, 1995.
Myers, J., & Alpers, M.,” Determining attributes: Meaning and measurement.”,Journal of Marketing, 32(4),1968, pp.1-4.
Nam, K., S. Rajagopalan, H.R. Rao and A. Chaudhury , “A Two-Level Investigation of Information Systems Outsourcing", Communications of the ACM, July, 39(7), 1996, pp. 36-44.
Nunnally , J.C. Psychometric theory (2ed ed.). New York: McGraw Hill, 1978.
Oliver, R.L., “Measurement and Evaluation of Satisfaction Processes in Retailing
Setting”, Journal of Retailing, Vol.57, Fall 1981,pp.25-48.
Oliver, Richard L., "A Cognitive Model of the Antecedents and Consequences of SatisfactionDecisions", Journal of Marketing Research, (17), Nov 1980, pp. 460-469.
Ostrom, A., and Iacobucci, D., “Consumer Trade-Offs and the Evaluation of Services”, Journal of Marketing, 1995, pp. 17-28.
O’Sullivan, R.L.,”Marketing for parks, recreation, and leisure”. State College, PA:
Vemture, 1991, pp 271.
Parasuraman, A., Zeithaml, V A., and Berry, L. L..”A Conceptual Model
of Service Quality and its Implication for Future Research”. Journal of
Marketing ,49, April. 1985, pp.41-50.
Parasuraman, A., Zeithaml, V A., and Berry, L. L.. “SERVQUAL：A Multiple-item Scale for Measuring Consumer Perceptions of Service Quality”, Journal of Retailing,64：1, 1988, pp.12-40.
Parasuraman, A., Zeithaml, V. A., and Berry, L. L. “A Conceptual Model of
Service Quality and Its Implications for Future Research”, Journal of Marketing
(49), Fall, 1985, pp. 41-50.
Parasuraman, Zeithaml and Berry, "SERVQUAL: A Multiple-Item Scale for
Measuring Customer Perceptions of Service Quality," Journal of Retailing, Spring
1988, pp. 12-40.
Peltier, J. W. and J. Westfall, "Dissecting the HMO-benefits managers relationship:What to measureand why", Marketing Health Services, 20(2), 2000, pp.4-13.
Pinnington, A., and P. Woolcock. “The Role of Vendor Companies in IS/IT Outsourcing,” International Journal of information Management, 17, No.3, 1997, pp.199-210
Pitt, L F., Watson, R. T., and Kavan, C. B. , Service Quality： A Measure
of Information Systems Effectiveness,. MIS Quarterly, 19：2 , 1995, pp.173-187.
Radding, A., “The Economics of Outsourcing,” Bank Management, September 1991,pp.29-32.
Richmond, E.M., Seidmann, A.; Whinston, A.B., “Incomplete contracting
issues in information systems development outsourcing,” Decision Support
Systems(8,4), 1992, pp.459-477.
Sampson, S. E. ＆ Showalter, M. J.,”The erformance-importance response function: Observations and implications.” The Service Industries Journal, 1999, pp 1-25.
Saunder, C., M. Gebelt and Q. Hu, “Achieving Success in Information Systems Outsourcing,” California Management Review, 39, No.2, Winter 1997, pp.63-79
Sethna,B.N.,“Extensions and testing of Importance-Performance Analysis,”Business Economics,September,1982, pp. 28-31.
Sharma, S., Niedrich, R. W. and Dobbins, G., “A framework for monitoring
customer satisfaction: An empirical illustration,” Industrial Marketing
Management, Vol. 28, 1999, pp, 232.
Sharma, S., Niedrich, R. W. and Dobbins, G., “A framework for monitoring
customer satisfaction: An empirical illustration,” Industrial Marketing
Management, Vol. 28, 1999, pp, 232.
Slaughter, S.and Ang , S. , “Employement Outsourcing in Information system”,
Communications of the ACM. Vol. 39, No. 7, July , pp47-54, 1996"
Solomon, M.R., “Consumer Behavior: Buying, Having, and Being”, 1991,Boston:Allyn and Bacon.
Sung Kim and Young-Soo Chung.. “Critical Success Factors For IS Outsourcing Implementation from an Interorganizational relationship perspective,” Journal of Computer Information Systems, 2003, 81-90
Swan, J., & Coombs, I.L.,”Product performance and consumer satisfaction: A new concept.”,Journal of Marketing, 40(2), 1976, pp 25-33.
Swanson, E. B.,"Information Systems in Organization Theory: A Review," Critical lassues in Information Systems Research, Edited by Boland, R. J. Jr. and Hirschheim, R. A. ed., John Wiley and Sons, 1987. pp. 181~204
Szajna, B.,“Empirical evaluation of the revised technology acceptance model,”
Management Science 42(1), 1996, pp.85-92.
Takac, P.F., “Outsourcing: Akey to Controlling Escalating IT Costs??” Int. J.
Technology Management, vol. 9, no. 2, 1994, pp. 139-155.
Venkatesh, V. , “Creation of favorable user perceptions: Exploring the role of intrinsic
motivation,” MIS Quarterly 23(2), 1999, pp.239-260.
Venkatesh, V. , and Davis, F.D.,“A model of the antecedents of perceived ease of use:
Development and Test,” Decision Sciences 27(3), 1996, pp.451-481.
Willcocks, L.P., Lacity, M. and Fitzgerald, G. “Information technology
outsourcing in Europe and the USA: Assessment issues,” International Journal of
Information Management (15:5), 1995b, pp. 333-351.
Woodruff, R. B., “Costomer Value: The Next Source for Competitive Advantage, Journal of the Academy of Marketing Sciences”, 25(2), 1997, 139-153.
Yavas, U., & Shemwell, D. J.,”Competing for patients and profit.”,Marketing Health Services, 16, 1996, pp 32-43.
三、網站部份
http://www3.gartner.com/, The Gartner Group資訊網
http://www.idc.com.tw/report/News/Taiwan/news_Taiwan_051214.htm
http://www.zdnetasia.com/insight/business/0,39044868,39295644,00.htm
http://taiwan.cnet.com/enterprise/casestudy/0,2000062888,20089861,00.htm
http://www.ithome.com.tw/itadm/article.php?c=20288