中文部份
[1]尹章華、林芳齡(2004)。電子商務與消費權益。文笙書局股份有限公司。
[2]方文昌、汪志堅(2005)。電子商務與網路行銷。智高文化事業有限公司。
[3]方世榮、黃美卿(2002)。銀行業關係價值—忠誠度模式之實證研究。輔仁管理評論，第八卷第二期，47–72。[4]台灣連鎖暨加盟協會(2002)。連鎖店年鑑。台灣連鎖暨加盟協會。
[5]台灣連鎖暨加盟協會(2003)。連鎖店年鑑。台灣連鎖暨加盟協會。
[6]白滌清、陳怡雯(2004)。滿意度與忠誠度間之各類型連結力對消費行為影響之研究。管理研究學報，第四卷第一期，23–48。[7]余國維（1997）。消費者特性與產品特性對網際網路購物意願之影響，國立成功大學交通管理科學研究所碩士論文。[8]余朝權、林聰武與王政忠(1998)，網路行銷之類別與時機，大葉學報，第7卷第1期，12月，頁1-11。[9]吳明隆(2003)。SPSS 統計應用學習實務（問卷分析與應用統計）。知城數位科技股份有限公司。
[10]吳政和(1996)。餐飲業連鎖經營之研究，餐飲管理學術研究會論文集，台北：中國飲食基金會。
[11]吳萬益、林清河(2000)。企業研究方法。華泰圖書出版公司。
[12]吳萬益(2005)。企業研究方法。華泰文化事業股份有限公司。
[13]吳碧華(2001)。餐飲連鎖店業經理專業能力分析之研究，國立台灣師範大學家政教育系碩士論文。[14]林淑昭(1993)。消費者特性與廠商行為對品牌忠誠度的影響，國立台灣工業技術學院管理技術研究所碩士論文。
[15]林勤豐(1992)。中式管理經營制度探討，工業技術學院碩士論文。
[16]林俊宏(2001)。消費者特性、新產品屬性及環境變數對創新購買意願之影響。國立成功大學企業管理研究所碩士論文。
[17]林豪鏘(2005)。電子商務。旗標出版股份有限公司。
[18]邱浩政(2005)。社會與行為科學的量化研究與統計分析。五南圖書出版公司。
[19]邱皓政(2003)。結構方程模式。雙葉書廊有限公司。
[20]侯錦雄(1995)。遊憩區規劃。地景企業股份有限公司。
[21]洪富凱(2002)。網站及產品認知品質與消費者特性對網路購物意願及決策影響之研究，國立成功大學企業管理研究所碩士論文。[22]高秋英（1998）。台北市客家餐廳整合行銷傳播之研究，中央大學客家政治經濟研究所碩士論文。
[23]張君北(2004)。虛擬成金。商訊文化。
[24]張威龍、張露文(2003)。顧客整體滿意度、信任與承諾對顧客自發性績效之影響，萬能商學學報，第八期，141–159。
[25]張重昭、韓維中、張心馨(2003)。服務缺失、顧客歸因與補救回復措施之顧客滿意度模式，企業管理學報，第五十七期，129–162。[26]張瑞當、徐漢祥、倪豐裕(2001)。公平性認知對組織成員工作滿意度與組織承諾影響之實證研究。中山管理評論，第九卷第一期，135–163。[27]郭木興、王立威(2005)。電子商務（觀念、策略與個案研究），學貫行銷股份有限公司。
[28]陳正男、曾倫崇、張婷玥(2001)。連鎖便利商店服務品質、服務滿意度與加盟意向的關連性研究，產業金融季刊，第一一二期，86–105。[29]陳勝鴻(2001)。Smart MBA 自修手冊三（電子商務），遠流。
[30]陳堯帝(2000)。社會變遷對青年價值觀的影響，新世紀人力資源管理研討會發表論文。
[31]陳順宇(2009)。多變量分析：四版，華泰文化事業股份有限公司。
[32]陳廣山（2000），人格特質與人口統計變數對網路購物知覺風險、降低知覺風險策略之影響，交通大學經營管理研究所碩士論文。[33]曾真真、何雍慶、黃淑琴(2003)。產品核心利益與認知價值、滿意度及忠誠度之整合分析—以台中市壽險保戶為例。輔仁管理評論，第十卷第三期，89–104。[34]楊世瑩(2005)。SPSS統計分析實務，旗標出版股份有限公司。
[35]楊聰仁、張德祥(2005)。電子商務的經營模式與策略，新文京開發出版股份有限公司。
[36]葉恆青(2003)：餐飲服務業電子化企業經營模式之探討，國立台灣科技大學工業管理系碩士論文。[37]劉文良(2005)。網際網路行銷—策略與經營，碁峰資訊股份有限公司。
[38]劉典嚴(2006)。定價策略，普林斯頓國際有限公司。
[39]謝坤霖（2002）。國內非營利休憩業經營管理關鍵成功因素之探討－以救國團墾丁青年活動中心為例，未出版碩士論文，私立中華大學，新竹市。[40]鍾秀敏（1998）。邁向二千年餐飲服務業的品質管理，品質管制月刊，民87.10，34:10，頁23-26。英文部份
[1]American Management Association International/May（1998）(pp.10-14).
[2]Anonymous (2003). Design to Work? (p. 56). New Zealand Management.
[3]Beehr, T. A., Glaser, K. M., Canali, K. G., and Wallwey, D. A. (2001). Back to Basics: Re-examination of Demand-Control Theory of Occupational Stress. Work & Stress, 15 (2), 115–130.
[4]Berkman & Gilson(1986).Consumer behaviour.Concepts and strategies. 3rd ed. Boston. Kent.
[5]Blau,G. (1981). A Emprirical Inrestigation of Job Stress,Socprt,Service Length, and Job Stream. Organizational Behavior and Human Performance, 27, 279-302.
[6]Cox（1967）, “Risk handling in consumer behavior- an intensive study of two cases”, in Donald F. Cox(ed.), Risk Taking and Information Handling in Consumer Behavior, Boston: Harvard University Press, pp.34-81.
[7]Cunningham（1967）,” The Major Dimensions of Perceived Risk, In Risk Taking and Information Handling in Consumer Behavior”, Donald F. Cox, ed. （Boston：Graduate School of Business Administration, Havard University）, pp. 84-86
[8]Darby & Karni(1973）, Free Competition and the Optimal Amount of Fraud, Journal of Law and Economics, Vol. 16, pp. 67-86
[9]Dash & Schiffman & Berenson（1976）,” Risk and Personality-Related Dimensions of Store Choice”, Journal of Marketing, Vol. 40（January）, pp. 32-39
[10]Donthu & Gilliland (1996). Observations: The infomercial shopper. Journal of Advertising Research, 36(2), 69-76.
[11]Downey Louisa (2004). Making Workplaces Fit. Corporate Report Wisconsin, Menomonee Fall, 20 (1), 40–46.
[12]Dunham.(1984). Stress in teaching. NY: Nichols Publishing company.
[13]Farely(1964),Brand Loyalty and the Economics of Information,Joural of Business, Vol.37,pp.370-381.
[14]Grant (1996). Toward a Knowledge-based Theory of the Firm. Strategic Management Journal, 17, 109-122.
[15]Gronroos(1982).Strategic Management and Marketing in the Service Sector Helsingfors :Swedish School Economics and Business Administration,.
[16]Guest(1955). Brand Loyalty-Twelve Years Later. Journal of Applied Psychology. 39, pp.405-408.
[17]Hansen (1999). The Search-Transfer Problem: The Role of Weak Ties in Sharing Knowledge Across Organization Subunits. Administrative Science Quarterly, 44, 82-111.
[18]Hanson (2002). Knowledge Networks: Explaining Effective Knowledge Sharing in Multiunit companies. Organization Science, 13 (3), 232-248.
[19]Harrar (1999). Hidden job stress can raise blood pressure. Prevntion, 51（5）, 42-55.
[20]Heather A Earle（2003）. Building a workplace of choice： Using the work environment to attract and retain top talent. Journal of Facilities Management.
[21]Ivancevich, ＆ Matteson (1980). Stress and work: A managerial perspective. NY: Scott Foresman.
[22]Janz., Colquitt, & Noe (1997). Knowledge worker team effectiveness: The role of autonomy, interdependence, team development, and contextual support variables. Personnel Psychology, 50 (4), 877-904.
[23]Jex, (1998). Stress and job performance. London: Sage publications.
[24]Karasek（1979）. Job Demands, Job Decision Latitude, and Mental Strain: Implications for Job Redesign. Administrative Science Quarterly, 24 (2), 285-308.
[25]Kasper(1988)“On Problem Perception, Dissatisfaction And Brand Loyalty.”Journal of Economic Psychology 9,pp. 387-397.
[26]Kenneth E. Kendall ＆ Julie E. Kendall（1981）. Observing Organizational Environments: A Systematic Approach for Information Analysts. MIS Quarterly, March, 43-55.
[27]Kimberly D. Elsbach & Beth A Bechky (2007). It''s More than a Desk: Working Smarter Through Leveraged Office Design. California Management Review, 49 (2), 80-98.
[28]Kogut, B. and Zander U. (1992). Knowledge of the firm, combinative capabilities, and the replication of technology. Organization Science, 3 (3), 383-397.
[29]Laing Andrew, Duffy Francis, Jaunzens Denice, Willis Steve （1998）. New Environments fir Working. E＆FN SPON.
[30]Landsbergis(1998). Occupational Stress among Health Care Workers: A Test of the Job Demands-Control Model. Journal of Organizational Behavior, 9 (3), 217-239.
[31]Lazarus ＆ Folkman(1984). Stress, Appraisal and Coping. NY: Springfield Publishing Company.
[32]Lin, N., ＆ Ensel, W. M. (1989). Life stress and health: Stressors and resources. American Sociological Review, 54, 382-399.
[33]Lord, & Ranft (2000).Organizational learning about new international markets: Exploring the internal transfer of local market knowledge. Journal of International Business Studies, 31 (4), 573-589.
[34]Louisa Wah（1998）. Power Office, American Management Association International, 10.
[35]Management Service Autumn (2005). 12-15.
[36]Martin, & Schermerhorn, (1983). Work and Nonwork Iference on Health: A Research Agenda Using Inability to Leave as a Critical Variable. Academy of Management Review, 8 (4), 650-659.
[37]Narasimhan(1984), “A price discrimination theory of coupons”,Marketing Science, 3(2), pp.128-147.
[38]Nelson（1970）,“Advertising as Information”, Journal of Political Economy,Vol. 81（July/August）, pp. 729-754
[39]Nonaka(1991).The Knowledge Creating Company.Harvard Business Review, November-December, 96-104.
[40]Nonaka, I., Toyama, R. and Konno, N. (2000). SECI, Ba, and Leadership: AUnified Model of Dynamic Konwledge Creation. Long Range Planning, 33, 5-34.
[41]Oliver (1981). What is Customer Satisfaction. Wharton Magazine. 5, pp.36-41.
[42]Robbins (1993, 2001). Organizational behavior. Englewood Cliffs, NJ: Prentice-Hall.
[43]Sasser, Olsen, &. Wyckoff.(1978) Management of Service Operation :Text and Cases, Bostion: Allyn and Bacon Inc.,.
[44]Smith（1990）,“The Economics of Information：An Empirical Approach to Nelson’s Search-Experience Framework”, Journal of Public Policy and Marketing, Vol. 9, pp. 111-128
[45]Szulanski (1996). Exploring Internal Stickiness: Imprediments to the Transfer of Best practice within the Firm. Strategic Management Journal, 17, 27-43.
[46]Teel, Jesse E., Robert H. William, and William O. Bearden, (1980)“Correlates of Consumer Susceptibility to Coupon in New Grocery Product Introductions,” Journal of Advertising, Vol. 9 No. 3, pp.31-35.
[47]Turley & LeBlanc（1993）, “An Exploratory Investigation of Consumer Decision Making in the Service Sector”, Journal of Services Marketing, Vol. 7, No. 4, pp. 11-18
[48]Von Hippel(1994). Sticky information and the locus of problem solving: Implications for innovation. Management Science, 40, 429-430.
[49]Von Krogh(1998). Care in Knowledge Creation. California Management Review, 40 (3), 133-153.
[50]Webster(1965) “The “Deal-Prone” Consumer,” Journal of Marketing Research, Vol.2, pp.186-189.
[51]Zelinsky Mariln (1997). New Workplace for Workstyles. McGraw-Hill.