一、中文部分
毛曉夫(1997),來源國形象對顧客形象滿意度之影響,國立政治大學國際貿易研究所碩士論文。
王念孟(2005),運用結構方程模式探討領導型態、組織文化、組織承諾、組織學習、知識管理以及組織績效之關係--以保險金融產業為例,國立東華大學企業管理學系碩士論文。林玫君(2007),台灣銀行業財富管理服務品質差異性研究-以外商A銀行與本土C銀行為例,元智大學管理研究所碩士論文。吳玉秀(2009),知識管理能力對企業流程創新與組織績效之影響-以金融產業為例,國立中正大學資訊管理所暨醫療資訊管理所碩士論文。何玉如(2003),影響金融業顧客知識管理能力之內部因素探討,國立臺北大學企業管理學系碩士論文。李雅雯(2005),服務創新、內部行銷、組織執行力與服務品質關係之研究--以金融業為例,國立彰化師範大學工業教育與技術學系碩士論文。李志偉(2010),金融業服務品質與顧客滿意度之相關性研究:以台中銀行為例,東海大學財務金融學系碩士論文。吳秋慧(2007),理財專員背景、服務品質與顧客滿意度之實證研究-以中區金融業為例,逢甲大學經營管理碩士在職專班碩士論文。林玉瑛(2011),幸福感與顧客滿意度及服務品質關聯性之研究-以金融服務業為例,國立彰化師範大學企業管理學系國際企業經營管理組碩士論文。侯翠花(2006),金融證券業知識管理之個案研究,國立臺灣科技大學管理研究所碩士論文。謝松益(2006),永續經營理念與人力選訓用留之管理模式研究,國立交通大學工業工程與管理系博士論文。劉學謀(2008),消費金融授信審核人員知識管理之探索性研究,國立彰化師範大學會計學系碩士論文。二、英文部分
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