1.于泳泓,(2002),「從台灣企業成功導入平衡計分卡實例談企業現狀剖析與導入架構檢核」,會計研究月刊,198期,頁16-25。
2.王仲三(2002),家電門市服務品質之顧客滿意度研究,義守大學工業工程與管理學系碩士論文。3.王榮袓、吳冠漢(2010),服務業管理,新文京,台北。
4.司徒達賢(1999),非營利組織的經營管理,天下文化,頁24-39。
5.石川馨(1982),日本式品質管制中擇本,和昌出版社,桃園。
6.池文海、王碧霞(2004),「全面品質管理對大學校院行政品質影響之探討」,品質學報,11(3),頁11-15。
7.吳淑心、蔡博印(2007),「推廣教育服務品質與顧客滿意度之相關性研究─以南部某科技大學推廣教育藝術課程為例,管理科學與統計決策」,4(3),頁43-50。
8.李茂興、載靖惠、吳偉慈(2002),服務業的行銷與管理,弘智文化,新北市。
9.李森峰(2004),服務品質、服務價值、顧客滿意度與行為意向關聯性之研究─以統一超商物流服務為實證,成功大學企業管理學系專班碩士論文。10.尚榮安、劉宗哲、林炳文(2006),「教育與服務-推廣教育學員品質知覺對滿意度之影響」,顧客滿意學刊,2(1),頁18-22。
11.彼得‧杜拉克 (2004),彼得‧杜拉克的管理聖經,遠流,台北。
12.林季葦(2005),銀行服務品質與顧客滿意度之研究,國立成功大學碩士論文。13.林宜穎(2012),合庫金控成立後合作金庫銀行的服務品質、企業形象與顧客滿意度之研究,淡江大學商學院國際商學碩士在職專班碩士論文。14.林建煌(2013),服務行銷與管理,華泰文化,台北。
15.林陽助(1996),顧客滿意決定模式與效果之研究-台灣自用小客車實證,國立台灣大學商學研究所博士論文。16.林燈燦(2009),服務品質管理,五南出版社,台北。
17.品質月刊(2004),「專訪世界品質大師-田口玄一博士」,品質月刊,2004年3月,頁30-32。
18.品質月刊(2008),「品質工程的最近發展簡史」,品質月刊,2008年1月,頁78-80。
19.品質月刊(2008),「從精實生產到精實消費」,品質月刊,2008年3月,頁123-130。
20.洪如萍(2013),崙背鄉公所服務品質與服務滿意度之研究,國立虎尾科技大學碩士論文。21.洪嘉蓉(2004),服務品質、滿意度與忠誠度關係之研究-以中華電信公司ADSL 顧客為例,大葉大學資訊管理學系碩士論文。22.倪周華(2010),「推廣教育的現況與探討」,第四屆臺灣推廣教育論壇,東海大學,臺中。
23.孫本初(1994),全面品質管理:理論與實務,行政學術與警政實務研討會論文專輯,國立政治大學公共行政研究所。
24.翁崇雄(1993),評量服務品質與服務價值之研究-以銀行業為實證,國立台灣大學研究所博士論文。25.張煌(2005),服務品質對顧客滿意與顧客忠誠之研究-以連鎖電子專賣店為例,國立臺北大學企業管理學系碩士論文。26.張瑋倫(2008),顧客關係管理-理論與實務,第二版,學貫行銷,台北。
27.張憶君(2011),運用Kano與PZB模式提升證券業客戶服務滿意度之研究-以P證券公司為例,國立成功大學高階管理碩士在職專班碩士論文。28.郭德賓、周泰華、黃俊英(2000),「服務業顧客滿意評量之重新檢測與驗證」,中山管理評論,8(1),頁153-200。
29.郭慧娟(2011),服務業人員流動率、顧客關係品質與顧客忠誠度之關聯性探討-知識流失的干擾效果,國立成功大學碩士論文。30.陳天成(2009),服務品質、顧客價值、關係品質對顧客滿意度影響之研究—以南部地區用電設備檢驗維護業為例,長榮大學高階管理碩士在職專班碩士論文。31.陳秀敏(2011),金融業顧客關係管理關鍵成功要素研究-探討顧客滿意度及忠誠度,國立交通大學管理學院經營管理學程碩士論文。32.陳晏如(1988),銀行業服務品質之實證研究,政治大學企業管理研究所碩士論文。33.陳嫈芳(2003),稅務機關服務品質之探索性研究,國立成功大學企業管理研究所碩士論文。34.曾靖婷(2010),服務品質、整體顧客滿意度、轉換障礙及顧客忠誠度之影響-以汽車維修業為例,國立虎尾科技大學碩士論文。35.湯玲郎、邱文瑛、邱嘉萍(2012),「服務品質、關係品質與顧客價值對顧客滿意度之關聯性研究─以大學推廣教育機構為例」,品質學報,19(4),頁52-62。
36.馮瑞玉(2002),服務業品質管理系統之構建與實證研究,中原大學工業工程學系碩士班碩士論文。37.黃文信(2007),大眾銀行內部員工服務品質滿意度之研究研究生,淡江大學國際貿易學系國際企業學碩士在職專班碩士論文,頁21-25。38.黃志漢(2010),「香港推廣教育的回顧與前瞻:浸會大學的經驗」,第四屆臺灣推廣教育論壇,東海大學,臺中。
39.黃素菁(2007),企業形象、服務品質與消費者再購意願關係之研究-以I壽險公司為例,國立高雄應用科技大學商業經營研究所碩士論文。40.楊文敏(2005),中國信託商業銀行服務品質之研究—顧客滿意度的觀點,南華大學管理科學研究所碩士論文。41.楊秀玲(2006),服務品質、顧客滿意度與顧客忠誠度關聯性之研究-以金門地區銀行業為例,長榮大學經營管理研究所碩士論文。
42.楊宗明(2001),「提升銀行服務品質之探討」,品質月刊,37(12),頁81-84。
43.楊振鎰(2012),企業形象、服務品質、顧客滿意與顧客忠誠關係之研究-以卡氏(CARS)汽車美容為例,國立臺北大學企業管理學系碩士論文。44.楊錦洲(2009),服務品質-從學理到應用,華泰文化出版,台北。
45.葉凱莉、喬友慶(2001),「顧客滿意評量之再探討」,管理評論,20(2),頁87-111。
46.廖偉伶(2003),知識管理在服務創新之應用,成功大學工業管理系碩士。47.趙新銘(2005),服務創新、規範性評估、服務品質與顧客滿意度關係之研究-以小客車租賃業為例,成功大學高階管理碩士在職專班碩士論文。48.衛南陽(2001),服務競爭優勢-探索永續經營的奧秘,商兆文化,台北。
49.鄭萬生(2010),探討服務品質、關係品質對顧客滿意度與業務績效之影響-以永康市農會業務為例,長榮大學高階管理碩士在職專班碩士論文。50.蕭文傑,(2003),顧客價值與顧客忠誠度關係之研究-以T連鎖餐廳為例,國立高雄第一科技大學行銷與流通管理所碩士論文。51.薄喬萍、黃經(2001),服務業管理,永大出版社,台北。
52.鍾欣蘭(2008),服務品質、企業形象與顧客滿意度之關聯性研究–以台灣銀行業為例,國立成功大學統計學研究所碩士論文。53.簡永在(2002),顧客關係策略與顧客價值、滿意度與行為意向關聯性之研究,國立台北科技大學商業自動化與管理研究所碩士論文。54.魏誌良(2017),應用PZB服務品質模型與IPA分析於監理機關服務品質與顧客滿意度之研究,國立虎尾科技大學碩士論文。55.Anderson, E. W. & Sullivan, M. W. (1993). “The Antecedents and Consequences of Customer Satisfaction for Firms”, Marketing Science, 12(2), pp. 125-143.
56.Athanassopoulos, A., Gounaris, S., & Stathakopoulos, V. (2001). “Behavioural Responses to Customer Satisfaction: An Empirical Study”, European Journal of Marketing, 35(5/6), pp. 687-707.
57.Beer, M., Spector, L., Mills, D., Walton, Q. (1995). “Conceptual Overview of HRM”, Human Resource Management, Macmillan, New York.
58.Bhote, K. R. (1996). The key to Greater Profitabiliy, American Management Association, New York, p. 31.
59.Bitner, M. J. (1990). “Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses”, Journal of Marketing, 54, pp. 69-82.
60.Bowen, J. W. & Hedges, R. B. (1993). “Increasing Service Quality in Retail Banking”, Journal of Retail Banking, 15(3), pp. 21-28.
61.Carroll, S. J. & Schneier, C. E. (1982). Performance Appraisal and Review Systems: The Identification, Measurement, and Development of Performance in Organizations, Scott, Foresman and Company, Glenview, Ill.
62.Churchill, G. A. & Surprenant, C. (1982). “An Investigation into the Determinants of Customer Satisfaction”, Journal of Marketing Research, 19, pp. 491-504.
63.Cronin, J. J. & Taylor, S. A. (1992). “Measuring Serevice Quality: A Reexamination and Extension”, Journal of Marketing, 56(3), pp.55-68.
64.Cronroos, C. (1982). An Applied Service Marketing Theory Journal ofMarketing, Vol. 16, pp. 30-41.
65.Crosby, P. B. (1979). Quality is Free:The Art of Making Quality Cetain, McGraw-Hill Book Co., New York.
66.Crosby, P. B. (1979). Zero Defects: Quality is Free, McGraw-Hill, New York.
67.Czepiel, J. A. (1974). Persprctive on Customer Satisfaction, American Management Association, New York.
68.Danneels, E. & Kleinschmidt, E. J. (2001). “Product Innoveativeness from the firm’s Perspective:Its Dimensions and Their Relation with Project Selection and Performance”, Journal of Product Innovation Management, 18, pp. 357-373.
69.Davidow. W. H., & Uttal, B. (1990). Total customer service: The ultimate weapon. New York, NY: Harper and Row. pp. 123-156.
70.Day, R. L. (1977). Extending the concept of consumer satisfaction.Association in Consumer Research, Vol4, pp. 149-154.
71.Deming, W. E. (1982). Out of the crisis. MIT Press. pp. 87-98.
72.Dick, A. S. & Basu, K. (1994). “Customer Loyalty: Toward an Intergated Conceptual Framework”, Journal of Academy of Marketing Science, 22(2), pp. 99-113.
73.Dowling, G. R. & Uncles, M. (1997). “Do Customer Loyalty Programs Really Work?”, Sloan Management Review, 38(4), pp. 71-82.
74.Dutka, A. (1994). AMA Handbook for Customer Satisfaction, American Library, New York.
75.Engel, J. F., Kollat, D.T. and Blackwell, R.D. (1973). Consumer behavior (2 ed.). New York: Holt, Rinehart, and Winston.
76.Etzel, M. J., Walker, B. J., & Stanton, W. J. (2001). Marketing Management, 12th ed., McGraw. Hill, Irwin, IL.
77.Fornell, C. (1992). "A National Customer Satisfaction Barometer: The Swedish Experience", Journal of Marketing, 55, pp. 1-22.
78.Fullerton, G. (2005). “The Service Quality-Loyalty Relationship in Retail Service: Does Commitment Matter?”, Journal of Retailing and Consumer Services, 2(4), pp. 99-111.
79.Garvin, a. D. A. (1984). What Does Product Quality Really Mean?. SloanManagement Review, Vol. 26, No. I. pp. 25-43.
80.Goodman, L. E. & Dion, P. A. (2001). “The Determinants of Commitment in the Distributor-Manufacturer Relationship”, Industrial Marketing Management, 30(3), pp. 287-300.
81.Gronroos, C. (1984). A service quality model and its marketing implications. European Iournal of Marketing, 18(4), 36-44.
82.Hempel, D. J. (1977). Consumer Satisfaction with the Home Buying Process: Conceptualization and Measurement, Marketing Science Institute, Boston, MA.
83.Howard, J. A., and Sheth, J.N. (1969). The Theory of Buyer Behavior New York: Wiley.
84.Hunt, H. K. (1977). CS/D-Overview and Future Research Directions, in Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction, Marketing Science Institute, Cambridge, MA.
85.Juran, J. M. (1986). A Universal Approach to Managing for Quality. Quality progress,12,19-24
86.Kotler, P. (1991). Marketing Management, Prentice Hall, Engewood Cliffs, New Jersey.
87.Kotler, P. (1994). Marketing Management: Analysis, Planning, Implementation and Control, 8th ed., Prentice-Hall, Engewood Cliffs, New Jersey.
88.Kotler, P. (1997). Marketing Management: Analysis, Planning, Implementation, and Control, 9th ed., Prentice-Hall, Engewood Cliffs, New Jersey.
89.Levitt, I. (1972). “Production-line Approach to Service”, Harvard Business Review, 50, pp. 41-52.
90.Lewis, R. C. & Booms, B. H. (1983). “The Marketing Aspects of Service Quality”, Emerg, Perspect. Serv. Mark., 65(4), pp. 99-107.
91.Lovelock, C. H. & Wright, L. K. (2003). “Principles of Service Marketing and Management”, Journal of Marketing, 65(2), pp. 81-93.
92.Nunnally, J. C. (1978). Psychometric Theory, 2 ed., McGraw-Hill, New York.
93.Nyer, P. U. (1997). “A Study of the Relationships Between Cognitive Appraisals and Consumption Emotions”, Academy of Marketing Science, 25(4), pp. 296-304.
94.Oliver, R. L. (1980). “Cognitive Model of the Antecedents and Consequences of Satisfaction Decision”, Journal of Marketing Research, 7(11), pp. 460-469.
95.Oliver, R. L. (1997). Satisfaction: A Behavioral Perspective on the Consumer, McGraw-Hill, Irwin, NY.
96.Oliver, R. L. (1999). “Whence Consumer loyalty?”, Journal of Marketing, 63, pp. 33-44.
97.Ostrom, A. & Iacobucci, D. (1995). “Consumer Trade-Offs and The Evaluation of Service”, Journal of marketing, 59(1), pp.17-28.
98.Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). “A Conceptual Model of Service Quality and ItsImplications for FutureResearch”, Journal of Marketing, 49(3), pp.41-50.
99.Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality”, Journal of Retailing, 64(1), pp.12-40.
100.Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1991). “Refinement and Reassessment of Servqual Scale”, Journal of Retailing, 67, pp. 420-450.
101.Peter, J. P. & Olson. J. C. (1993). Consumer Behavior and Marketing Strategy, 3 ed., Irwin, Homewood, IL.
102.Phillip, K. H., Gus, M. G., Rodney, A. C., & John, A. R., (2003). “Customer Repurchase Intention: A General Structural Equation Model“, European Journal of Marketing, 37(11/12), pp. 1762-1800.
103.Rosander, A. C. (1980). “Service Industry QC-The Challenge Being Met”, Quality Progress, 13(9), pp. 34-35.
104.Sasser, W. E., Olsen, R. P., and Wyckoff, D. D. (1978). Management of Service Operations: Test, Cases, and Readings, Allyn and Bacon, Inc., Boston, MA.
105.Shoemaker, S. & Lewis, R. C. (1999). “Customer Loyalty: The Future of Hospitality Marketing“, International Journal of Hospitality Management, 18(4), pp. 345-370.
106.Solomon, M. R. (1991). Consumer Behavior: Buying, Having, and Being, Allyn and Bacon, Boston, MA.
107.Terziovski, M., & Samson, D. (1999). “The Link Between Total Quality Management Practice and Organizational Performance“, International Journal of Quality & Reliability Management, 16(3), pp. 226-237.
108.Tse, D. K., & Wilton, P. C. (1988). “Models of Consumer Satisfaction Formation: An Extension”, Journal of Marketing Research, 25(2), pp. 204-212.
109.Tsiros, M. & Mittal, V. (2000). “Regret: A model of its Antecedents and Consequences in Consumer Decision Making”, Journal of Consumer Research, 26(4), pp. 401-417.
110.Venkatraman, V. & Ramanujam, N. (1986). “Measurement of Business Performance on Strategy Research: A Comparison of Approaches”, Academy of Management Review, 11(4), pp. 801-814.
111.Walter, M. (1996). “Social Studies through Children’s Literature: An Integrated Approach”, Libraries Unlimited, pp.32-38.
112.Westbrook, R. A. (1980). “Intrapersonal Affective Influences on Consumer Satisfaction with Products”, Journal of Consumer Research, 7, pp. 49-54.
113.Woodside, A. G., Frey, L. L., and Daly, R. T. (1989). “Linking Service Quality, Customer Satisfaction and Behavioral Intention”, Journal of Health Care Marketing, 9(7), pp. 5-17.
114.Yelkur, R. (2000). “Customer Satisfaction and the Services Marketing Mix”, Journal of Professional Sevices Marketing, 21(1), pp. 105-115.
115.Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). “The Behavioral Consequences of Service Quality”, Journal of Marketing, 60(2), pp.31-46.