1.彭昭英,SAS 與統計分析,第十版,儒林,民國九十一年。
2.李政忠,「服務業顧客服務中心之管理機制之比較研究」,台灣大學商學研究所碩士論文,民國八十九年。
3.林茂文,「平穩型時間數列模式之研究」,輔仁學誌,第十三期,
民國七十年,P189-221。
4.林茂文,時間序列分析與預測,再版,臺北,華泰書局,民國八一
年。
5.林琬儒,「電話服務中心之服務品質分析:以中華電信障礙服務為
例」,中山大學資訊管理研究所碩士論文,民國八十九年。
6.宋彥青,「行動電話消費行為研究-業者、費率方案、與使用量混合
需求模式」,成功大學碩士論文,民國九十一年。
7.廖偉群,「自我迴歸模型之單根檢定」,中正大學數理統計研究所碩士論文,民國九十年。
8.鄭釧佑,「以話務為基礎對市話信號轉送端點之評估與分析-以新竹
地區為例」,交通大學管理學院資訊管理學程碩士論文,民國九十
年。
9.陳信宏,「客戶服務中心規劃與發展之研究」,暨南國際大學資訊管理研究所碩士論文,民國九十年。
10.趙新民,「從無到有建置call center」,資訊與電腦,2001年10
月,pp.102-107。
11.Andrews, Bruce H. and Cunningham, Shawn M. 1995, ”L.L.
Bean improves call-center forecasting,” Interfaces, Vol.
25, No.6(Nov-Dec), pp.1-13.
12.Andrews, Bruce H.; and Parsons, Henry 1993, ” Establishing
telephone-agent staffing levels through economic
optimization,” Interfaces, 23:2, (March-April), pp.14-20.
13.Amaral , Teodosio P’erez; Gonz’alez, Francisco Alvarez;
and Jim’enez, Bernardo Moreno 1995, ”Business telephone
traffic demand in Spain: 1980-1991, an econometric
approach,” Information Economics and Policy 7(1995), 115-
134.
14.Brigandi, Anthony J.; Dargon, Dennis R.; Sheehan, Michael J.
; and Spencer, Thomas III 1994, ”AT&T’s call processing
simulator (CAPS) operational design for inbound call
centers,” Interfaces 24:1, (Jan-Feb), pp.6-28.
15.Bowerman, Bruce L.; O’Connell, Richard T. 1993,
Forecasting and time series:An applied approach, Third
edition, Duxbury.
16.Box, G.E.P.;and Jenkins G. M. 1976, Time series analysis
forecasting and control, Holden Day.
17.Bianchi, Lisa; Jarrett, Jeffrey; Hanumara, R. Choudary 1998,
“Improving forecasting for telemarketing center by ARIMA
modeling with intervention,” International Journal of
Forecasting, 14(1998), pp.497-504.
18.DeLurgio, Stephen A. 1999, Forecasting principles and
applications. First edition, 台灣西書出版社.
19.Feinberg, Richard A.; Kim, Ik-Suk; Hokama, Leigh; Ruyter,
Kode; and Keen,Cherie 2000, “Operational determinants of
caller satisfaction in the call center,” International
Journal of Service Industry Management, Vol.11 No.2, pp.131-
141.
20.Gable, Robert A. 1993, Inbound call centers:Design,
implementation, and management, Artech House Boston
London.
21.Helmer, Richard M.; and Johansson, Johny K. 1977, “An
exposition of the Box-Jenkins transfer function analysis
with an application to the advertising-sales relationship,”
Journal of Marketing Research, Vol.XIV (May 1977), pp.227-
239.
22.Prabhaker, Paul R.; Sheehan, Michael J.; and Coppett, John
I. 1997, “ The power of technology in business selling:
call center,” Journal of Business & Industrial Marketing,
Vol 12, No. 3/4, pp.222-235.
23.Quinn, Phil; Andrews, Bruce H.; and Parsons, Henry 1991,
”Allocation telecommunications resources at L.L. Bean
INC,” Interfaces 21:1, (Jan-Feb), pp.75-91.
24.Shin, Kilman, SAS guide for Windows and Dos, Second
edition, IRWIN.
25.Thompson, Howard E.; Tiao, George C., ”Analysis of
telephone data: a case study of forecasting seasonal time
series,” Bell Journal of Economics & Management Science,
Autumn71, Vol. 2, Issue 2, p515, 27p.