交通部觀光局(2012)。交通部觀光局行政資訊系統。http://admin.taiwan.net.tw/indexc.asp/。
李育珠(2005)。旅館業特性與其空間結構之關係─以臺灣地區為例。私立逢甲大學土地管理學系碩士班，臺中市。
張朠紹(2010)。餐旅概論。台北縣：全華圖書股份有限公司。
賀力行、閻鐵民、袁育君、馮淑雲(2010)。建構一般旅館服務品質評鑑指標與策略發展之研究。2010華人經濟圈企業競爭力與經營管理學術研討會，新竹：中華大學。
蘇芳基(2010)。餐旅概論。台北縣：啟英文化事業有限公司。
Akan, P. (1995). Dimensions of service quality: A study in istanbul. Managing Service Quality, 5(6), 39-43.
Antony, J., Antony, F. J., &; Ghosh, S. (2004). Evaluating service quality in a UK hotel chain: A case study. International Journal of Contemporary Hospitality Management, 16(6), 380-384.
Bacon, D. R. (2003). A comparison of approaches to importance-performance analysis. International Journal of Market Research, 45(1), 55-71.
Bayraktaroğlu, G., &; Özgen, O. (2008). Integrating the Kano model, AHP and planning matrix QFD application in library services. Library Management, 29(4/5), 327-351.
Büyüközkan G., &; Gizem Ç. (2012). A novel hybrid MCDM approach based on fuzzy DEMATEL, fuzzy ANP and fuzzy TOPSIS to evaluate green suppliers. Expert Systems with Applications, 39, 3000–3011
Buttle, F., &; Bok, B. (1996). Hotel marketing strategy and theory of reasoned action. International Journal of Contemporary Hospitality Management, 8(3), 5-10.
Carman, J. M. (1990). Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions. Journal of Retailing, 66(1), 33-55.
Chang, B., Chang, C. W., &; Wu, C. H. (2011). Fuzzy DEMATEL method for developing supplier selection criteria. Expert Systems with Applications, 38(3), 1850-1858.
Chu, R. K. S., &; Choi, T. (2000). An importance-performance analysis of hotel selection factors in the Hong Kong hotel industry: A comparison of bussiness and leisure travelers. Tourism Management, 21, 363-377,
Cronin, J. J., &; Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55-68.
Desombre, T., &; Eccles, G. (1998). Improving service quality in NHS trust hospitals: Lessons from the hotel sector. International Journal of Health Care Quality, 11(1), 21-26.
Eccles, G., &; Durand, P. (1997). Improving service quality: Lessons and practice from the hotel sector. Managing Service Quality, 7(5), 224-226.
Enright M. J., &; Newton J. (2004). Tourism destination competitiveness: A quantitative approach. Tourism Management, 25, 777-788.
Eskildsen, J. K., &; Kristensen, K. (2006). Enhancing importance-performance analysis. International Journal of Productivity and performance Management, 55(1/2), 40-60.
Fernández, M. C. L., &; Bedia, A. M. S. (2004). Is the hotel classification system a good indicator of hotel quality? An application in Span. Tourism Management, 25(6), 771-775.
Fontela, E., &; Gabus, A. (1973). News: Perceptions of the world and the DEMATEL project. Futures, 5, 421-429.
Fontela, E., &; Gabus, A. (1974). DEMATEL: Progress achieved. Futures, 6, 361-363.
Fowlkes, W. Y., &; Creveling, C.M. (1995) Engineering Methods for Robust Product Design. US: Addison-Wesley Publishing Company, 53-58.
Garvin, D. A. (1983). Quality on the line. Harvard Business Review, 61, 65-73.
Getty, J. M., &; Getty, R. L. (2003). Lodging quality index (LQI): Asseeeing customers’ perceptions of quality delivery. International Journal of Contemporary Hospitality Management, 15(2), 94-104.
Getty, J. M., &; Thomson, K. N. (1994). A procedure for scaling perceptions of lodging quality. Hospitality Research Journal, 18(2), 75-96.
Griffin, A., &; Hauser, J. R. (1993). The voice of customer. Marketing Science, 12(1), 1-27.
Gronroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44.
Hajime, Y., Kenichi, I., &; Hajime, M. (2005). An innovative product development process for resolving fundamental conflicts. Journal of the Japan Society for Precision Engineering, 71(2), 216-222.
Hansen, E., &; Bush, R.J. (1999). Understanding customer quality requirements: Model and application. Industrial Marketing Management, 28(2), 119-130.
Ho, L. H., Feng, S. Y., Lee, Y. C., &; Yen, T. M. (2012). Using modified IPA to evaluate supplier's performance: multiple regression analysis and DEMATEL approach. Expert Systems with Applications, 39, 7102-7109.
Ho, L. H., Feng, S. Y., Chen, W. H., &; Yen, T. M. (2012, August). Customer Satisfaction Analysis: Taguchi’s Signal-to-Noise Ratio Approach. Poster session presented at 2012 International Conference on Management and Service Science (MASS 2012), Shanghai, China.
Ho, L. H., Hsu, M. T., Feng, S. Y., &; Yen, T. M. (2012, August). Analysis on the Causal Relationship and Improvement Strategy of Information Security Management with DEMATEL. Paper presented at the 11th Annual ISSA Conference in 2012, Gauteng, South Africa.
Ho, L. H., Peng, T. F., Feng, S. Y., &; Yen, T. M. (2011). Benchmarking of standard hotel service quality by KD-IPA model. Journal of Statistics &; Management Systems, 14(6), 1117–1141.
Hsieh, L. F., Lin, L. H., &; Lin, Y. Y. (2008). A service quality measurement architecture for hot spring hotels in Taiwan. Tourism Management, 29(3), 429-438.
Hsu, C. C. (2012). Evaluation criteria for blog design and analysis of causal relationships using factor analysis and DEMATEL. Expert Systems with Application, 39(1), 187-193.
Hu, H. Y., Chiu, S. I., Cheng, C. C., &; Yen, T. M. (2011). Applying the IPA and DEMATEL models to improve the order-winner criteria: A case study of Taiwan’s network communication equipment manufacturing industry. Expert Systems with Applications, 38(8), 9674-9683.
Hu, H. Y., Lee, Y. C., &; Yen T. M. (2009). Amend importance-performance analysis method with Kano’s model and DEMATEL. Journal of Applied Sciences, 9(10), 1833-1846.
Huang, C. Y., Shyu, J. Z., &; Tzeng, G. H. (2007). Reconfiguring the innovation policy portfolios for Taiwan’s SIP mall industry. Technovation, 27(12), 744-765.
Jassbi, J., Mohamadnejad, F., &; Nasrollahzadeh, H. (2011). A fuzzy DEMATEL framework for modeling cause and effect relationships of strategy map. Expert Systems with Applications, 38(5), 5967-5973.
Juwaheer, T. D. (2004). Exploring international tourist’s perceptions of hotel operations by using a modified SERVQUAL approach: A case study of Mauritius. Managing Service Quality, 14(5), 350-364.
Kenichi, F., &; Yoshihiro, N. (2002). Study on function and failure analysis of snow melting machines. Transactions of the Japan Society of Mechanical Engineers, 68(675), 3447-3455.
Kim, Y. H. (2006). Study on impact mechanism for beef cattle farming and importance of evaluating agricultural information in Korea using DEMATEL, PCA and AHP. Agricultural Information Research, 15(3), 267-280.
Knutson, B., Stevens, P., Patton, M., &; Thompson, C. (1993). Consumers’ expectation for service quality in economy, mid-price and luxury hotels. Journal of Hospitality and Leisure Marketing, 1(2), 27-43.
Knutson, B., Stevens, P., Wullaert, C., Patton, M. &; Yokoyama, F. (1991). Lodgserv a service quality index for the lodging industry. Hospitality Research Journal, 14(3), 277-284.
Ladhari, R. (2008). Alternative measures of service quality: A review. Measuring Service Quality, 18(1), 65-86.
Lee, Y. C., Cheng, C. C., &; Yen, T. M. (2009). Integrate Kano’s model and IPA to improve order-winner criteria: A study of computer industry. Journal of Applied Sciences, 9(1), 38-48.
Lee, Y. C., Hu, H. Y., Yen, T. M. &; Tsai, C. H. (2008). Kano’s model and decision making trial and evaluation laboratory applied to order-winners and qualifiers improvement: A study of computer industry. Information Technology Journal, 7(5), 702-714.
Lee, Y. C., Li, M. L., Yen, T. M., &; Huang, T. H. (2010). Analysis of adopting an integrated decision making trial and evaluation laboratory on technology acceptance model. Expert Systems with Applications, 37(2), 1745-1754.
Lee, Y. C., Li, M. L., Yen, T. M., &; Huang, T. H. (2011). Analysis of fuzzy decision making trial and evaluation laboratory on technology acceptance model. Expert Systems with Applications, 38(12), 14407-14416.
Li, C. W., &; Tzeng, G. H. (2009). Identification of a threshold value for the DEMATEL method using the maximum mean de-entropy algorithm to find critical services provided by a semiconductor intellectual property mall. Expert System with Applications, 36(6), 9891-9898.
Liaw, C. S, Chang, Y. C., Chang, K. H., &; Chang, T. Y. (2011). ME-OWA based DEMATEL reliability apportionment method. Expert System with Applications, 38(8), 9713-9723.
Lin, R. J. (2011). Using fuzzy DEMATEL to evaluate the green supply chain management practices. Journal of Cleaner Production.
Lowenstein, M. W. (1995). Customer Retention: An Integrated Process for Keeping your Best customers. Milwaukee: ASQC Quality Press.
Martilla, J. A., &; James, J. C. (1977). Importance-Performance analysis. Journal of Marketing, 41(1), 77-79.
Matzler, K., &; Sauerwein, E. (2002). The factor structure of customer satisfaction: An empirical test of importance grid and the penalty-reward-contrast analysis. International Journal of Service Industry Management, 13(4), 321-332.
Matzler, K., Bailom, F., Hinterhuber, H. H., Renzl, B., &; Pichler, J. (2004a). The asymmetric relationship between attribute-level performance and overall customer satisfaction: A reconsideration of the importance-performance analysis. Industrial Marketing Management, 33(4), 271-277.
Matzler, K., Fuchs, M., &; Schubert, A. K. (2004b). Employee satisfaction: Does Kano’s model apply? Total Quality Management &; Business Excellence, 15(9/10), 1179-1198.
Min, H., &; Min, H. (1997). Benchmarking the quality of hotel services: Managerial perspectives. International Journal of Quality &; Reliability Management, 14(6), 582-597.
Min, H., Min, H., &; Chung, K. (2002). Dynamic benchmarking of hotel service quality. Journal of Service Marketing, 16(4), 302-321.
Mohsin, A., &; Lockyer, T. (2010). Customer perceptions of service quality in luxury hotels in New Delhi, India: An exploratory study. International Journal of Contemporary Hospitality Management, 22(2), 160-173.
Nanayo, F., &; Toshiaki, T. (2002). A new method of paired comparison by improved DEMATEL method: Application to the integrated evaluation of a medical information which has multiple factors. Japan Journal of Medical Informatics, 22(2), 211-216.
Nunnally, J. C. (1967). Psychometric Methods. New York: McGraw-Hill Book Company.
Ottenbacher, M. C., &; Harrington, R. J. (2010). Strategies for achieving success for innovative versus incremental new service. Journal of Services Marketing, 24(1), 3-15.
Peace, G. S. (1993). Taguchi Method: A Hands-on Approach. USA: Addisson-Wesley Publishing Company, 273-274.
Parasuraman, A., Zeithaml, V. A., &; Berry, L. L. (1988). SERVQUAL: A multi-item scale of measuring consumer perceptions of service quality. Journal of Retailing, 64, 12-41.
Parasuraman, A., Zeithaml, V. A., &; Berry, L. L. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420-450.
Qu, H., Ryan, B., &; Chu, R. (2000). The importance of hotel attributes in contributing to travelers’ satisfaction in the Hong Kong hotel industry. Journal of Quality Assurance in Hospitality &; Tourism, 1(3), 65-83.
Sampson, S. E., &; Showalter, M. J. (1999). The Performance-importance response function: Observations and implications. The Service Industry Journal, 19(3), 1-25.
Shahin, A. (2004). Integration of FMEA and the Kano model: An exploratory examination. International Journal of Quality &; Reliability Management, 21(7), 731-746.
Taguchi, G. (1987). System of experimental design: Engineering methods to optimize quality and minimize costs. Michigan: American Suppliers Institute, 653-655.
Taguchi, G. (1991). Taguchi methods：Signal-to-noise ratio for quality evaluation, Michigan: American Suppliers Institute, 78-80.
Taguchi, G., Chowdhury, S., &; Wu, Y. (2005). Taguchi’s Quality Engineering Handbook. New Jersey: John Wiley &; Sons, Inc., p. 225-228.
Tamura, H., Okanishi, H., &; Akazawa, K. (2006). Decision support for extracting and dissolving consumers’ uneasiness over foods using stochastic DEMATEL. Journal of Telecommunications and Information Technology, 4, 91-95.
Taylor, S. A. (1997). Assessing regression-based importance weights for quality perceptions and satisfaction judgments in the presence of higher order and/or interaction effects. Journal of Retailing, 73(1), 135-159.
Tsang, N., &; Qu, H. (2000). Service quality in China’s hotel industry: A perspective from tourist and hotel managers. International Journal of Contemporary Hospitality Management, 12(5), 316-326.
Tseng, M. L. (2009). A cause-effect decision making model of service quality expectation using grey-fuzzy DEMATEL approach. Expert Systems with Applications, 36(4), 7738-7748.
Wang, Y., Vela, M. R., &; Tyler, K. (2008). Cultural perspectives: Chinese perceptions of UK hotel service quality. International Journal of Culture, Tourism and Hospitality Research, 2(4), 312-329.
Wong, A. O. M., Dean, A. M., &; White, C. J. (1999). Analyzing service quality in the hospitality industry. Measuring Service Quality, 9(2), 136-143.
Wu, H. H., &; Tsai, Y. N. (2011). A DEMATEL method to evaluate the causal relations among the criteria in auto spare parts industry. Applied Methematics and Computation, 218(5), 2334-2342.
Wu, W. W. (2008). Choosing knowledge management strategies by using a combined ANP and DEMATEL approach. Expert Systems with Applications, 35(3), 828-835.
Wu, W. W. (2012). Segmenting critical factors for successful knowledge management implementation using the fuzzy DEMATEL method. Applied Soft Computing, 12(1), 527-535.
Yang, C. C. (2005). The refined Kano Model and its application. Total Quality Management, 16(10), 1127-1137.
Yang, C. C., Jou, Y. T., &; Cheng, L. Y. (2009). Using integrated quality assessment for hotel service quality. Quality and Quantity, 45(2), 349-364.
Zhang, H. Q., &; Chow, I. (2004). Application of importance-performance model in tour guides’ performance: Evidence from mainland Chinese outbound visitors in Hong Kong. Tourism Management, 25, 81-91.
Zhou, Q., Huang, W., &; Zhang, Y. (2011). Identifying critical success factors in emergency management using a fuzzy DEMATEL method. Safty Science, 49(2), 243-252.