一、中文部分
（一）書籍
方世榮（譯）（2004）。行銷學原理（原作者：Armstrong, G., & Kotler, P.）。臺北：東華。（原作1991年出版）
王建民（2008）。生產運作管理。北京：清華大學。
池熙璿（譯）（2013）。這就是服務設計思考！（原作者：Stickdorn, M. & Schneider, J.）。新北市：中國生產力。（原作出版年：2011）
吳思華（2002）。從製造台灣到知識台灣。載於Kim, W. Chan等著，應小端譯，創新，台北：天下遠見。
吳莉君（譯）（2006）。觀看的方式（原作者：Berger, J.）。臺北：麥田。（原作出版年1972）
吳翰中、吳琍璇（2010）。美學CEO：用設計思考，用美學管理。臺北：繆思。
吳鴻慶（2003）。超博物館 。臺北：揚智。
呂理政（1999）。博物館展示的傳統與展望。臺北：南天書局。
李良達（1998）。服務高手。台北：時報文化。
李美華等（譯）（1998）。社會科學研究方法（原作者：Babbie, E）。臺北：時英出版。（原作出版年：1975）
李瑞華、袁楠（譯）（2001）。無牆的博物館：藝術史（原作者：Malraux, A.）。廣西：廣西師範大學出版社。（原作出版年：1967）
林孟輝、鄭明桂（2005）。中小學生如何撰寫田野調查報告。臺北：稻田。
邱皓政（2006）。量化研究與統計分析。台北：五南。
徐純（2000）。博物館實務基礎入門。南投：省文化基金會。
徐斯勤、陳德昇編（2009）。文化創意產業、品牌與行銷策略：跨國比較與大陸市場發展。臺北：印刻。
桂雅文（譯）（2001）。新博物館管理創辦和管理博物館的新視野（原作者：Ambrose, T.）。臺北市：五觀。（原作出版年：1993）
高強華（1991）。個案研究法. 教育研究法。臺北：師大書苑。
張紹勳（2011）。研究方法：理論與統計。臺中：滄海。
張譽謄等（譯）（1997）。博物館這一行（原作者：Burcaw, G. E.）。臺北：五觀。（原作出版年：1975）
莊敬組（2008）。Wii 贏的策略 Wii 為什麼會 Win。臺北：意識文化。
陳國寧（1991）。博物館巡禮：臺閩地區公私立博物館專輯。台北：行政院文化建設委員會。
陳琇玲（譯）（2011）。服務創新時代關鍵報告（原作者：Spath, D., & Ganz, W.）。臺北：商周。（原作出版年：2008）
陳萬淇（1995）。個案研究法。台北：華泰。
陳澤義、張宏生（2006）。服務業行銷。臺北：華泰文化。
黃世輝、吳瑞楓（2000）。展示設計。臺北：三民。
黃光男（1997）。博物館行銷策略。臺北：藝術家。
黃建成（2007）。空間展示設計。北京：北京大學出版社。
黃鵬飛（譯）（2008）。服務行銷（原作者：Zeithaml, V. A., Bitner, M. J., & Gremle, D. D.）。臺北：華泰。（原作出版年：2004）。
楊振甫、黃則佳（2011）。打開服務設計的秘密。臺北：財團法人臺灣創意設計中心。
楊錦洲（2001）。顧客服務創新價值—如何做好服務品質。臺北：紅螞蟻圖書。
葉至誠、葉立誠（2000）。研究方法與論文寫作。臺北：商鼎。
漢寶德（2000）。展示規劃：理論與實務。臺北：田園。
漢寶德（2014）。文化與文創。臺北：聯經 。
蕭富峰（譯）（1998）。創新與創業精神（原作者：Drucker, P. F.）。臺北：麥田。（原作出版年：1985）
蕭翔鴻（譯）（2006）。展覽複合體－博物館展覽的理論與實務（原作者：Dean, D.）。臺北：藝術家。（原作出版年：1994）
駱少康（譯）（2002）。行銷管理學（原作者：Kotler, P.）。臺北：東華。（原作出版年：1997）
簡春安、鄒平儀（2004）。社會工作研究法。臺北：巨流。

（二）期刊論文
西野嘉章（2010）。行動博物館。臺灣博物季刊，29（1），74-81。
李冬、明新國、孔凡斌、王星漢、王鵬鵬（2008）。服務設計研究初探。機械設計與研究，6，6-10。
汪建均（2012）。服務設計，激盪中小企業軟實力。臺北產經，10，23-30。
財團法人仰山文教基金會（2003）。為宜蘭的生活起厝--宜蘭厝巡迴展。臺灣建築報導雜誌，92，68-75。
張譽騰（1995）。美國觀眾研究學會1994年「觀眾研究研討會」簡介。博物館學季刊，9（1），59-65。
莊立民、段起祥（2006）。臺灣服務業組織創新量表發展之研究。產業論壇，8（2），65-83。
郭義復（2001）。新博物館學的展示觀。博物館學季刊，15（3），9-10。
陳惠玲（2002）。Goffman劇場理論概念的整理。網路社會學通訊期刊，20。
曾信傑（2013a）。以人為本的行動實踐──從觀眾研究看國立臺灣文學館的服務滿意度。臺灣文學館通訊，38，90-93。
黃心蓉（2010）。有行動力的博物館。情采飛揚—臺灣文學行動博物館。臺文館叢刊，5，187-198。
黃佳慧（2010a）。行動博物館在當代社會的效用與展望。臺灣文學館通訊，27，13-15。
黃佳慧（2010b）。臨時展示的探討－從巡迴展示到臺灣文學行動博物館。館藏．複製．行動—國立臺灣文學館館員論文集刊。臺文館叢刊，6，79-138。
黃哲彬、洪湘婷（2005）。創新管理與學校創新經營。教育經營與管理研究集刊，1，211-232。
楊中信（2000）。巡迴展示車的設計-以安全衛生展示巡迴車的設計為例。科技博物，4（2），91-97.
溫壁綾（2006）。由顧客導向看公立博物館的觀眾服務。文化驛站，17，2-6。
趙冬菊（2009）。博物館改革與文化產業發展研究。重慶三峽學院學報，25（6），107-110。
劉婉珍（2008）。觀眾研究與博物館的營運發展。博物館學季刊，22（3），21-37。
鄧成連（2010）。觸動服務接觸點。裝飾，206，13-17。
鄭惠英（譯）（1988）。展示設計（原作者：Velarde, G）。博物館學季刊，2（1），23-30。
賴其勛、楊靜芳、邴傑民、邱金蓮（2005）。旅館業服務接觸之研究－顧客、員工及管理者觀點之比較。企業管理學報，65，101-127。
蘇憶如、郭昭翎（2005）。透視巡迴展的旅行計畫：從「生命的律動Rhythms of Life特展」看展覽之購置過程。臺灣博物，85，80-89。

（三）研討會論文
黃光男（2002年5月）。他山之石可以攻錯：博物館的企業化經營。2002年博物館公辦民營政策的理論與實務研討會論文集（頁5-12）。臺東：國立臺灣史前文化博物館。

（四）學位論文
林政億（2010）。服務接觸對個人體驗、體驗價值與行為意圖之影響-以國立台灣文學館為例（未出版碩士論文）。南台科技大學，台南。
張文龍（2015）。創新能力之建構因素分析~以臺灣設計科系學生為例~（未出版之博士論文）。國立雲林科技大學，雲林。
童怡婷（2008）。臺灣行動博物館的展演系統研究-以科博館的行動博物館為改良案例（未出版碩士論文）。國立臺北教育大學，臺北。
趙韶丰（2001）。服務接觸滿意關鍵因素之研究-餐飲業為例（未出版之碩士論文）。國立中山大學，高雄。
謝玫晃（2014）。藝術商品設計創新與營銷策略之研究（未出版博士論文）。國立雲林科技大學，雲林。
簡尚文（1999）。創新育成中心服務網路及其績效之評估（未出版碩士論文）。國立交通大學，新竹。
羅玨瑜（2000）。組織服務品質、形象與顧客滿意之研究—以臺北市立美術館顧客為樣本（未出版碩士論文）。國立臺北大學，台北。
關復勇（1998）。專業服務接觸互動行銷中關係品質知覺之研究-以護理人員與病患間關係為例（未出版博士論文）。國立中山大學，高雄。

（五）其他
國立故宮博物院（2015）。國立故宮博物院104年觀眾意見調查分析報告。
張明蘭（2011）。公眾服務滿意度調查研究計劃。臺南：國立臺灣文學館。
曾信傑（2013b）。觀眾服務調查研究案。國立臺灣文學館：臺南。
臺北市立美術館（2010）。2010臺北市立美術館觀眾滿意度調查報告。
劉婉珍、于瑞珍、王啟祥（2008）。常設展觀眾研究評估案。臺南：國立臺灣文學館。

（六）網路資料
中華民國博物館學會（CAM）（1996）。本會章程。上網日期：2014年12月12日。網址：http://www.cam.org.tw/big5/about2.htm
吳統雄（2000）。資料蒐集方法與分析 ─質的分析技術探討。上網日期：2013年12月20日。http://tx.liberal.ntu.edu.tw/~PurpleWoo/Methodology/%E8%B3%AA%E7%9A%84%E7%A0%94%E7%A9%B6%E6%B3%95.pdf
吳靖雯（2012）。服務設計與消費者共創價值。上網日期：2013年12月20日。https://tw.news.yahoo.com/%E6%9C%8D%E5%8B%99%E8%A8%AD%E8%A8%88-%E8%88%87%E6%B6%88%E8%B2%BB%E8%80%85%E5%85%B1%E5%89%B5%E5%83%B9%E5%80%BC-213000830--finance.html
建築攝取（2015）。博物館法。博物館發展政策白皮書。上網日期：2016年9月21日。網址：https://formosarace.blogspot.tw/2015/10/blog-post_22.html
徐文杰（2012）。設計服務到服務設計-英國用設計帶動社會與產業的創新。經濟部人才快訊電子報。臺北：工研院。上網日期：2013年11月20日。網址：http://itriexpress.blogspot.tw/2012/03/blog-post_3910.html。
許雅婷（2011）。代謝主義。上網日期：2013 年 10 月 1日。網址：http://eportfolio.lib.ksu.edu.tw/~4980Y023/wiki/index.php/%E4%BB%A3%E8%AC%9D%E4%B8%BB%E7%BE%A9
黃聖峰（2009）。關鍵時刻的顧客體驗。上網日期：2013 年 12 月 21。網址：http://www.bethelink.com/epaper/2009.01/sale.htm。
楊中信（2002）。博物館展示能夠提供哪些教育服務。上網日期：2013 年 8 月2日。網址：http://www.nmp.gov.tw/educiation04-3-11.html，2002）
賈昌榮（2006）。如何實施有效的客戶接觸管理。客戶世界。上網日期：2013 年 11 月 25 日。網址：http://www.ccmw.net/article/9097





二、外文部分
Aurich J.C., Fuchs C., and Wagenknecht C. (2006) “Life cycle oriented design of technical product-service system”,J Cleaner Production, Vol.14, pp.1480-1494.
Mont O., Dalhammer C., and Jacobsson N., (2006) “A new business model for baby prams on leasing and product remanufacturing”, J Cleaner Production, Vol.14, pp.1509-1518.
Manzini E. and C. Vezzoli (2003) “A strategic design approach to develop sustainable product service systems: examples taken from the ‘environmentally friendly innovation’ Italian prize.” Cleaner Production, Vol.11, pp.851–857.
（一）書籍
Afuah, A. (1997). Is Ford 2000 the right strategy for innovation? A management theory perspective. Strategic Change, 6(6), 345–355.
Afuah, A., & Tucci, C. L. (2000). Internet business models and strategies: Text and cases. Columbus, OH: McGraw-Hill Higher Education.
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Bezerra, C., & Owen, C. L. (2000). Evolutionary Structured Planning Artificial Intelligence in Design. The Netherlands: Kluwer Academic Publishers.
Carlzon, J. (1987). Moments of Truth. Cambridge, MA: Ballinger Publishing.
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Czepiel, J. A., Solomon, M. R., & Surprenant, C. F. (1985). The Service Encounter: Managing employee/customer interaction in service business. Lexington, MA: Lexington Books.
Davenport, T. H. (2013). Process innovation: reengineering work through information technology. Carmel, IN: Harvard Business Review Press.
De Bes, F. T., & Kotler, P. (2011). Winning at innovation - the A-to-F model. Basingstoke, UK: Palgrave Macmillan.
Duncan, C. (1995). Civilizing Rituals: Inside Public Art Museums. London, UK: Routledge.
Engel J. F., Blackwell R. D., & Miniard P. W. (1995). Consumer Behavior. Fort Worth, TX: Dryden Press.
Frankle, E. G. (1990). Management of Technology Change. London, UK: Kluwer Academic.
Freeman R. E. (1984). Strategic Management: A Stakeholder Approach. Cambridge, UK: Cambridge University Press.
Freeman, C. (1982). The Economics of Industrial Innovation. London, UK: Frances Printer.
Friedman, A. L.; Miles, S. (2006). Stakeholders: Theory and Practice. Oxford, UK: Oxford University Press.
Gattiker, U. E. (1990) Technology Management in Organization. Thousand Oaks, CA: Sage Publications.
Glaser, B. G. & Strauss, A. L. (2009). The discovery of grounded theory: Strategies for qualitative research. Piscataway, NJ: Transaction Publishers.
Helson, H. (1964). Adaptation-level theory: an experimental and systematic approach to behavior. New York, NY: Harper & Row.
Hempel, D. J. (1977). Consumer Satisfaction with the Home Buying Process: Conceptualization and Measurement,” in The Conceptualization of Consumer Satisfaction and Dissatisfaction, H. Keith Hunt, Cambridge, Mass: Marketing Science Institute.
Hjorth, J. (1994). Travelling Exhibits: The Swedish Experience. Towards the Museum of the Future: New European Perspective, edited by R. Miles and L. Zavala. London, UK: Routledge.
Holt, K. (1988). Product Innovation Management. London, UK: Butterworths.
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（二）期刊論文
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（三）研討會論文
Akama, Y. (2009). Warts and all: The real practice of service design. Proceedings of 1st Service Design and Service Innovation conference, ServDes.2009. Linköping Electronic Conference Proceedings, 59. Linköping, Sweden: Linköping University Electronic Press.
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（四）學位論文
Gardner, C. A. (1987). The Marketing Implications of the Relationship Between Role Expectation and Consumer Satisfaction in Professional Services Encounter (Unpublished Doctoral Dissertation). The George Washington University, Washington.

（五）其他
ICOM. (1984). Declaration of Quebec: Basic Principle for a New Museology. The first International Workshop on ‘Ecomuseums and the New Museology’. Quebec: ICOM.
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