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10.徐智韋(2007)。結合Kano模式與IPA分析探討3C家電連鎖產業之關鍵服務品質屬性—以全國電子為例。未出版碩士論文，彰化師範大學行銷與流通管理研究所，彰化。11.張媛甯(2011)。Kano二維品質模式應用於個案科技大學教學品質之改善。教育實踐與研究，24(4)，129-162。
12.現代保險健康理財雜誌8月號(284期)。網址：http://mag.chinatimes.com/print.aspx?artid=15129
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15.曾光華(2007)。服務業行銷：品質提升與價值創造。台北：前程企業管理有限公司
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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