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16.黃聖茹、唐培瑄 (2009)。蘇澳冷泉公園服務品質屬性之研究-Kano二維品質模式之應用。休閒事業研究。7(3),37-62。
17.廖重凱(2011)。廣播電台經營績效評估之探討-以B聯播網為。朝陽科技大學財務金融系研究所碩士論文。18.潘婉茹、吳信宏、謝俊逸(2007)。應用 IPA 模式檢視國光客運乘客之服務品質需求。中華民國品質學會第 43 屆年會暨第 13 屆全國品質管理研討會。新竹。
19.蔡宛貽(2011)公司被併購前後期對服務品質差異之探討─以A壽險公司為例,朝陽科技大學財務金融系研究所碩士論文。20.蔡敦浩(2007)。管理學。台中:滄海書局。
21.鄧維兆,廖明宗,馬郁淇(2007)。網路銀行關鍵服務品質屬性確認-三因子理論與IPA之應用。品質學報。14(4),351-365。22.鄭心馨(2012)。企業績效評估之探討-以N蛋糕企業為例。朝陽科技大學財務金融系研究所碩士論文。23.蘇文斌、江諸亮、鄒毓營、林韋德、許宏義(2006)。產險業服務品質重要屬性之實證研究-層級程序分析法之應用。興國學報。5,53-74。24.蘇朝墩(2004)。專訪日本品質大師-狩野紀昭博士。品質月刊。40(5),20-24。二、英文文獻
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