一、中文部分
Krueger, Richard A.著，洪志成、廖梅花譯（2003）。焦點團體訪談。嘉義市：濤石文化。
吳勉勤(2021)，旅館管理概論，台北：華立圖書。
吳萬益、林清河（2001）。企業研究方法（初版）。台北：華泰。
李宛青，餐旅概論(2016)，餐旅概論，台北：全華圖書。
李城忠、黃上郡、吳春玫，2017，顧客價值、顧客滿意度與顧客忠誠度關係之研究－以拿鐵拉花咖啡店為例，管理資訊計算，6 (1)，26-38。
唐富藏(1980)，企業政策-企業策咯，大行出版社。
校正興(2013)，台灣國際觀光旅館產業發展趨勢模擬－系統動態學方法論之應用，東海大學經濟研究所，碩士論文。
張白雪(2019)，基於顧客價值主張的商業模式創新研究 ——以蘋果公司為例，知識經濟2019年4期，88-90。
張朠紹(2023)，觀光餐旅業導論，台北：全華圖書股份有限公司。
張東豪(2016)，以劇本法應用於在地客製化設計旅館開發之商業模式探究—以台灣C文旅為例，臺灣大學管理學院，碩士論文。
張芳凱、張四薰、李有仁、黃泯錡(2020)，以顧客旅程地圖與服務藍圖探討居家健康照護流程改善，第31屆國際資訊管理學術研討會。
張桂鳳、周伯丞、韓文仁、郭怡君（2005）。以AHP法探討GBTool於台灣建築設計階段之評估權重調整 。「立德學報」，2(2)，21-34。
陳文亮、黃孝怡、張旭銘（2009）。應用AHP法求算開飲機產品選購評價指標權重。「機械技師學刊」，2(2)，7-13。
陳怡君(1995)，女性消費者對觀光旅館服務品質滿意度之研究，文化大學觀光事業研究所，碩士論文。
陳明秀、蔣克衍、許言、陳圳卿(2016)，以服務設計為休閒體驗型態的工藝教室評測服務品質：以懷德居木工實驗學校為例，設計研究學報，9期，P35 - 49。
黃營芳、林文慶（2008）。以AHP法分析海生館委外經營模式之關鍵成功因素。台北市：「工程科技與教育學刊」，5(2)，200-222。
詹益政(1992)，現代旅館實務，台北：中國文化大學觀光叢書。
詹益政；黃清峯(2005)，餐旅業經營管理，台北：五南文化。
褚志鵬(2009)，層級分析法(AHP)理論與實作，國立東華大學企業管理學系
趙明輝(2019)，顧客價值主張對商業模式創新績效的影響，商業經濟研究2019年2期，93-96。
鄧瑞兆；李靖瑜(2010)，市場結構、廠商行為與營運績效之研究－以我國國際觀光旅館業 為例，台灣銀行季刊，61(3)，160-192。
蕭志同；劉仲戌；校正興 (2016)，台灣國際觀光旅館發展趨勢之動態模擬，觀光休閒學報 22卷3期311-338。
蘇秀婷；黃世輝(2013)，地方產業設施的服務設計。地方產業設施的服務設計設計研究第9 期
 
二、英文部分
Aarikka-Stenroos, L., & Jaakkola, E. (2011). Value co-creation in knowledge intensive business services: A dyadic perspective on the joint problem solving process. Industrial Marketing Management, 41(1), 15–26.
Akoğlan Kozak M., Acar Gürel D., (2015), Service design in hotels: A conceptual review, Tourism, 63(2), 225-240.
Anderson, J., Narus, J., & Van Rossum, W. (2006). Customer value propositions in business markets. Harvard Business Review, 84(3), 91–99.
Arnott, D. (2006). Cognitive biases and decision support systems development: A design science approach. Information Systems Journal, 16(1), 55-78.
Ballantyne, D., Frow, P., Varey, R. J., Payne, A., (2011), Value propositions as communication practice: Taking a wider view, Industrial Marketing Management, 40, 202–210.
Barros, C. P.(2005).Evaluating the efficiency of a small hotel chain with a Malmquist productivity index. International Journal Tourism Research, 7(3),173-184. doi: 10.1002/jtr.529
Baum, T., Hai, N.T.T., (2020), Hospitality, tourism, human rights and the impact of COVID-19. Int. J. Contemp. Hosp. Manag. 32 (7), 2397–2407.
Bitner, M. J., Ostrom, A. L., Morgan, F. N., (2008), Service Blueprinting: A Practical Technique for Service Innovation, California Management Review, 50(3), 66–94.
Bower, M., & Garda, R. A. (1986), The role of marketing in management. In V. P. Buell (Ed.), Handbook of Modern Marketing (pp. 1–3–1-15). New York: McGraw-Hill.
Bowman, C., and Ambrosini, B. 2000. Value creation versus value capture: towards a coherent definition of value in strategy. British Journal of Management, 11:1-15.
Buttle, F. (1986). Hotel & food service marketing. London, England: Cassell.
Cai, L. A., & Hobson, J. S. P. (2004). Making hotel brands work in a competitive environment. Journal of Vacation Marketing, 10(3), 197-208. doi: 10.1177/1356766704 01000301
Clark D. A., Hicks B. M., Angstadt M., Rutherford S., Taxali A., Hyde L., Weigard A. S., Heitzeg M. M., Sripada C., (2021), The general factor of psychopathology in the Adolescent Brain Cognitive Development (ABCD) Study: A comparison of alternative modeling approaches. Clinical Psychological Science, 9(2), 169–182.
Chen, W. Y., Wang, K. C., Luoh, H. F., Shih, J. F. & You, Y. S. (2013), Does a friendly hotel room increase senior group package tourists’ satisfaction? Afield experiment. Asia Pacific Journal of Tourism Research, 19(8), 950-970.
Chiang, W.-E., Tsai, M.-H., & Wang, L. S.-M. (2004). A DEA evaluation of Taipei hotels. Annals of Tourism Research, 31(3), 712-715. doi: 10.1016/j.annals.2003.11.001
Coenen, C., Felten, D. v., & Schmid, M., (2011), Managing effectiveness and efficiency through FM blueprinting, Emerald, 29 (9/10), 422-436.
Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments. Journal of Retailing, 76(2), 193- 218.
Crosby, L. A., & Stephens, N. (1987). Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry. Journal of Marketing Research, 24(4), 404-411.
Crosier, A., & Handford, A. (2012). Customer journey mapping as an advocacy tool for disabled people: A case study. Social Marketing Quarterly, 18(1), 67-76.
Eggert, A., Ulaga, W., Frow, P., & Payne, A. (2018), Conceptualizing and com municating value in business markets: From value in exchange to value in use, Industria l Marketing Management, 69, 80–90. https://doi.org/10.1016/j.indmarman.2018.01.018
Engel, J. F., Blackwell, R. D., & Miniard, P. W. (1986). Consumer behavior. New York: Plenum Press
Engel, J. F., Kollat, D. T., & Blackwell, R. D. (1968). Consumer behavior. New York: Holt, Rinehart and Winston.
Fichter, D., Wisniewski, J., 2015, Customer Journey Mapping, Online Searcher, 2015, Vol.39 (4), p.74
Foroudi, P., Tabaghdehi, S.A.H., & Marvi, R., (2021), The gloom of the COVID-19 shock in the hospitality industry: a study of consumer risk perception and adaptive belief in the dark cloud of a pandemic. Int. J. Hosp. Manag. 92, 102717.
Grönroos, C. (2008). Service logic revisited: Who creates value? And who co-creates. European Business Review, 20(4), 298–314.
Grönroos, C., & Voima, P. (2013). Critical service logic: Making sense of value creation and co-creation. Journal of the Academy of Marketing Science, 41(2), 133–150.
Gwinner, K., Bitner, M., Brown, S. & Kumar, A. (2005), “Service customization through employee adaptiveness”, Journal of Service Research, Vol. 8 No. 2, pp. 131-48.
Hartline, M.D. & Ferrell, O.C. (1996), “The management of customer-contact service employees: an empirical investigation”, Journal of Marketing, 60(4), 52-70.
Howcroft, J.B., Beckett, A., (1993). Change in the UK bank branch networks: A customer perspective. The Service Industries Journal,13(4), 267–288.
Jeffrey D., & Barden, R. R. D.,1999, An Analysis of the Nature, Causes and Marketing Implications of Seasonality in the Occupancy Performance of English Hotel, Tourism Economic, 5(1).
Jeffrey, D., & Barden, R. R. D., 2002, An Analysis of the Nature, Causes and Marketing Implications of Seasonality in the Occupancy Performance of English Hotels, Tourism Economics 5(1):119-140.
Johnson, M. W., Christensen, C. M., & Kagermann, H. (2008, December 1). Rei-nventing Your Business Model. Harvard Business Review, 87(12), 52–60.
Journal of Service Research, 15(1), 21–38.
Kambil, A., Ginsberg, A., & Bloch, M. (1996), Re-inventing value propositions. In Information systems working paper series stern #IS-96-21. New York: University.
Karpen, I. O., Bove, L. L., & Lukas, B. A. (2012). Linking service-dominant logic and strategic business practice: A conceptual model of a service-dominant orientation.
Keller, K. L., 2001, Building customer-based brand equity. Marketing Management, 10(2), 14-19.
Kelley, S.W., (1993), “Discretion and the service employee”, Journal of Retailing, Vol. 69 No. 1, pp. 104-26.
Kingman-Brundage, J. (1989), “The ABC’s of service system blueprinting”, in Bitner, M.J. and Cosby, L. (Eds), Designing a Winning Service Strategy, American Marketing Association, Chicago, IL, pp. 30-3.
Kingman-Brundage, J., George, W. and Bowen, D. (1995), “Service logic: achieving system integration”, International Journal of Service Industries Management, Vol. 6 No. 4, pp. 20-39.
Kolter (1994)，Marketing Management Analysis, Planning, Implementationand.
Kostopoulos, G., Gounaris, S., & Boukis, A., (2011), Service blueprinting effectiveness: drivers of success, Managing Service Quality: An International Journal, 22(6), 580-591.
Lanning, M., & Michaels, E. (1988), A business is a value delivery system. McKinsey Staff Paper No. 41, July.
Lanning, M., & Phillips, L. (1992), Building market-focused organizations. Gemini Consulting.
Lee, J. M., (2018), Servicizing of Product Brand and Analyses of UX Touchpoints for Flagship Store, Journal of the Korea Institute of Spatial Design, 13(3), 29-44.
Li, D., Ming, S. G., Kong, F. B., Wang, S. H., & Wang, P. P. (2008), Fu Wu She Ji Yan Jiou Chu Tan. Ji Sie She Ji Yu Yan Jiou, 6, 6-10. [ in Chinese, phonetic translation] Mager, B., & Sung, T. J. (2011), Special issue editorial: Designing for services. International Journal of Design, 5(2), 1-3.
Masoudi, A, Cudney, E. & Paryani, K. (2013), Customer driven hotel landscaping design: a case study, International Journal of Quality & Reliability Management, 3(8), 832-852.
Moritz, S., (2005), Service Design: Practical access to an evolving field. Koln International School of Design, Koln, Germany.
Oh, H. (2000). The Effect of Brand Class, Brand Awareness, and Price on Customer Value and Behavioral Intentions. Journal of Hospitality & Tourism Research, 24(2), 136–162.
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Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985), A Conceptual Model of Service Quality and Its Implications for Future Research, The Journal of Marketing, 49(4), 41-50.
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Payne, A., Storbacka, K., & Frow, P. (2008), Managing the co-creation of value. Journal of the Academy of Marketing Science, 36(1), 83–96.
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Saaty Thomas L.（1980），Decision Making For Leaders-the analytic hierarchy process for decisions in a complex world，Pittsburgh, PA: RWS Publications。
Secomandi, F., & Snelder, D. (2011). The Object of Service Design. Design Issues, 27(3), 20-34.
Shostack, G.L., (1984), “Designing services that deliver”, Harvard Business Review, 62(1), 133-139.
Shostack, L. (1982), “How to design a service”, European Journal of Marketing, Vol. 16 No. 1, pp. 49-63.
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Stickdorn, M., Schneider, J., Andrews, K., & Lawrence, A. (2011). This is service design thinking: Basics, tools, cases. Hoboken, NJ: Wiley.
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Zeithaml, V, A., Bitner, M, J., & Wilson A., (2009), Service Marketing: Integrating Customer Focus Across the Firm, New York: McGraw-Hill Higher Education.
Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1988), “Communication and control processes in the delivery of service quality”, Journal of Marketing, 52(2), 35-48.
 
三、網頁部分
blue hat, (2023), How Service Design Can Help the Hospitality Industry Improve Customer Experience? Retrieved July 10, 2023, retrieve from https://www.blue-hat.com/thoughts-all/service-design-in-hospitality.
Design Council (2010). What is service design? Retrieved November 10, 2010, retrieve from http://www.designcouncil.org.uk/about-design/Types-of-design/Service-design/What-is-service-design/.
Gibbons, S., (2017), Service Blueprints: Definition, nngroup, retrieve from https://www.nngroup.com/articles/service-blueprints-definition/.
Holmlid, S. (2007). Interaction design and service design: Expanding a comparison of design disciplines. Paper presented at the 2nd Nordic Design Research Design Conference, Stockholm, Sweden. Retrieved December 30, 2010, retrieve from http://ocs.sfu.ca/nordes/index.php/nordes/2007/paper/view/140/95.
Lo, K. P. Y. (2010). Emotional design for hotel stay experiences: Research on guest emotions and design opportunities. Retrieved November, 2013, retrieve from http://library.polyu.edu.hk/record=b2374512~S6.
Ray, (2022). 價值主張(Value Proposition)：用價值主張圖了解顧客，數位行銷方法，資料擷取自2022年06月16日https://twfirst.com.tw/digital-marketing/value-proposition/.
Richardson, A. (2010). Using customer journey maps to improve customer experience. Harvard Business Review. https://hbr.org/2010/11/using-customer-journey-maps-to
Risdon, C., & Wilkens, T. (2012). CUSTOMER JOURNEY MAPPING. Retrieved April 15, 2023, fromhttp://www.slideshare.net/livebysatellite/adaptive-path-mx-managing-experience-2012.
Webster Jr, F. E. (1994). Market-driven management: How to define, develop and deliver customer value.
王昭月，2022，聯合報，高雄國賓飯店官網今宣布 明年元月底吹熄燈號，資料擷取自2022年10月27日https://udn.com/news/story/7270/6718837。
王宣喬，2019，旅報，新南向市場 佔入境旅客數21.95％ 菲律賓成長44.13%居冠 越南首超新加坡，資料擷取自2019年03月11日https://www.ttnmedia.com/%E3%80%8A2018%E5%B9%B4%E5%8F%B0%E7%81%A3%E5%85%A5%E5%A2%83%E6%97%85%E5%AE%A2%E5%B8%82%E5%A0%B4%E7%B5%B1%E8%A8%88%E3%80%8B%E6%96%B0%E5%8D%97%E5%90%91%E5%B8%82%E5%A0%B4-%E4%BD%94%E5%85%A5%E5%A2%83/。
交通部觀光局，2023a，交通部觀光局行政資訊網， https://admin.taiwan.net.tw/businessinfo/FilePage?a=118。
交通部觀光局，2023b，交通部觀光局行政資訊網，資料擷取自2023年04月21日https://stat.taiwan.net.tw/inboundSearch
林資傑，2021，中國時報，約滿不續約-宜蘭傳藝老爺行旅8月底熄燈，資料擷取自2021年06月29日https://www.chinatimes.com/realtimenews/20210629000797-260410?chdtv。
胡照鑫，2020，匯流新聞網，2020觀光節慶祝大會 林佳龍宣示觀光主流化將成施政主軸，資料擷取自2022年02月07日https://cnews.com.tw/124200207a03/。
羅建怡，2022，聯合報，西華飯店一鞠躬熄燈！老客人：以後讓我住哪裡？資料擷取自2022年02月15日https://udn.com/news/story/7270/6099516。
廖君雅，2020，遠見雜誌，疫情衝擊下，住房率竟近九成！這三家旅館怎麼做到的？資料擷取自2020年03月27日https://www.gvm.com.tw/article/71782。