一、中文部份
1.中菲行航空貨運承攬股份有限公司(2012)，中菲行航空貨運承攬股份有限公司民國100年年報，http://doc.twse.com.tw/pdf/2011_5609_20120612F04_20130120_055439.pdf。
2.石川馨，鐘朝嵩譯(1998)，日本式品質管理，桃園：和昌出版社。
3.交通部(2012)，98至100年度交通年鑑，臺北市：交通部。
4.交通部民用航空局(2005)，航空運輸專論，臺北市：民用航空局。
5.任維廉、呂堂榮(2004)，「應用多重期望於服務品質屬性之改善排序與改善方案之擬定-以汽車客運業為例」，中華民國運輸學會第十九屆學術論文研討會，中華民國運輸學會，臺北，頁469-488。
6.任維廉、呂堂榮(2005)，「應用多重期望於服務品質屬性之改善排序與改善方案之擬定－以汽車客運業為例」，運輸學刊，第17卷，第4期，頁423-448。
7.林陽助(1996)，「顧客滿意度決定模型與效果之研究－臺灣自用小客車之實證」，國立臺灣大學商學研究所未出版博士論文。
8.林瑞芬(2010)，「航空公司貨運服務品質之研究-以長榮航空為例」，國立高雄海洋科技大學航運管理研究所未出版碩士論文。
9.洪順慶(1999)，行銷管理，臺北市：新陸書局。
10.胡凱傑、任維廉(2007)，「市區公車乘客認知服務品質屬性之評估與改善排序-期望容忍區間與重要度為觀點」，運輸學刊，第19卷，第3期，頁241-270。
11.夏翊倫(2001)，「運用期望容忍區間探討優良商店認證餐廳服務品質」，東海大學食品科學系未出版碩士論文。
12.秦玉玲、王穆衡、翁美娟、張贊育、劉銘韻、陳一平、袁劍雲、吳壽進、陳建佑、童靜文、林淑美、陳靜如、李文奎、李建興、程靜華(2012)，國際物流運輸、承攬等人才供需調查、推估及培訓課程之設計，臺北市：交通部運輸研究所。
13.翁崇雄(1993)，「評量服務品質與服務價值之研究：以銀行業為實證對象」，國立臺灣大學商學研究所未出版博士論文。
14.張卉姍(2009)，「結合QFD、Kano模式與IPA探討服務品質」，國立彰化師範大學企業管理學系未出版碩士論文。
15.張立人、孫路弘、熊瑞梅(2005)，「運用容忍區間理論探討住宿服務品質」，餐旅暨家政學刊，第2卷，第1期，頁19-32。
16.張紘炬、廖玲珠(2012)，「應用IPA於內部服務品質之研究：以某海運承攬運送業者為例」，創新與管理，第9卷，第2期，頁31-52。
17.張健豪、袁淑娟(2009)，服務業管理，新北市：揚智文化事業股份有限公司出版。
18.張鈞傑(2006)，「影響持續知識分享意圖之因素探討」，網路社會學通訊期刊，第56期，http://www.nhu.edu.tw/~society/e-j/56/56-34.htm。
19.張曉、樊治平、方放、鄭文(2011)，「基於IPA的服務質量測評」，東北大學學報，第32卷，第4期，頁600-608。
20.許文楷(2011)，「航空貨運承攬業服務品質缺口之研究」，運輸學刊，第23卷，第4期，頁515-540。
21.許筑婷(2009)，「託運人選擇貨運承攬運送業者之衡量因素」，國立高雄海洋科技大學航運管理研究所未出版碩士論文。
22.曾光華(2012)，服務業行銷與管理-品質提升與價值創造，新北市：前程文化事業有限公司出版。
23.曾俊鵬(2010)，國際航空貨運實務，臺北市：五南圖書出版股份有限公司出版。
24.黃俊英(2012)，行銷學原理，臺北市：華泰文化事業股份有限公司出版。
25.黃鵬飛譯(2008)，服務行銷，臺北市：美商麥格羅希爾國際有限公司臺灣分公司、華泰文化事業股份有限公司合作出版暨發行。
26.楊淑惠、蘇雲華(1997)，「服務品質衡量模式實證研究之探討」，東吳經濟商學學報，第19期，頁109-137。
27.楊錦洲(2009)，服務品質：從學理到應用，臺北市：華泰文化事業股份有限公司出版。
28.劉伊真(2000)，臺灣地區航空貨運承攬業關係價值、關係強度與客戶忠誠度模式之研究，臺灣海洋大學航運管理研究所未出版碩士論文。
29.蔡坤穆、周峰進、洪韻琇(2010)，「以IPA 法探討臺灣高科技產業對國際物流服務的需求」，航運季刊，第19卷，第4期，頁1-20。
30.黎耀華(2010)，「航空貨運承攬業服務品質認知差異之研究」，萬能科技大學經營管理研究所在職專班未出版碩士論文。
31.盧右梅、吳信宏(2010)，「應用IPA模式檢視臺灣高鐵乘客之服務品質需求」，品質學報，第17卷，第1期，頁21-43。
32.盧堅富、蘇郁翔、劉育維(2011)，「應用IPA分析法探討島嶼觀光服務品質之研究：以龜山島為例」，農業推廣文彙，第56輯，頁233-248。
33.盧華安(2012)，航空貨運，基隆市：國立臺灣海洋大學教學中心。
34.戴久永(2000)，全面品質經營，臺北市：中華民國品質學會出版。

二、英文部分
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