| 期刊論文| 1. | Mani, Bonnie G.(1995)。Old wine in new bottles tastes better: A case study of TQM implementation in the IRS。Public Administration Review，55(2)，147-158。   | | 2. | Eriksen, K.、Fallan, L.(1996)。Tax knowledge and attitudes towards taxation: A report on a quasi-experiment。Journal of Economic Psychology，17，387-402。 | | 3. | Worsham, R. G.(1996)。The Effect of Tax Authority Behavior on Taxpayer Compliance: A Procedural Justice Approach。The Journal of the American Taxation Association，18(2)，19-39。 | | 4. | American Institute of Certified Public Accounts(199902)。Most Serious Problem?。Journal of Accountancy。 | | 5. | Song, Y.、Yarbrough, T.(197809)。Tax Ethics and Taxpayer Attitudes: A Survey。Public Administration Review，38(5)，442-452。 | | 6. | Elffers, Henk、Weigel, Russell H.、Hessing, Dick J.(1987)。The consequences of different strategies for measuring tax evasion behavior。Journal of Economic Psychology，8(3)，311-337。 | | 7. | Groenland, Edward A. G.、Van Veldhoven, G. 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E.、Walerud, B.(1982)。Taxes and economic behavior: Some interview data on tax evasion in Sweden。Journal of Economic Psychology，3(2)，187-211。 | | 14. | Parasuraman, A.、Berry, Leonard L.、Zeithaml, Valarie A.(1991)。Perceived Service Quality as a Customer-Based Performance Measure: An Empirical Examination of Organizational Barriers Using an Extended Service Quality Model。Human Resource Management，30(3)，335-364。 | | 15. | Hartline, Michael D.、Ferrell, O. C.(1996)。The management of customer-contact service employees: An empirical investigation。Journal of Marketing，60(4)，52-70。 | | 16. | Parasuraman, A.、Zeithaml, Valarie A.、Berry, Leonard L.(1994)。Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Future Research。Journal of Marketing，58(1)，111-124。 | | 17. | Parasuraman, Anantharanthan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1991)。Refinement and Reassessment of the SERVQUAL Scale。Journal of Retailing，67(4)，420-450。 | | 18. | Andreoni, James、Erard, Brian、Feinstein, Jonathan(1998)。Tax Compliance。Journal of Economic Literature，36(2)，818-860。 | | 19. | Parasuraman, Ananthanarayanan、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implications for Future Research。Journal of Marketing，49(4)，41-50。 | | 20. | Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing，64(1)，12-40。 | 圖書| 1. | Pike, J.、Richard, B.(1996)。TQM in Action: A Practical Approach Continuous Performance Improvement。London：Chapman and Hall。 | | 2. | Cohen, Steven、Brand, Ronald(1993)。Total Quality Management in Government: A Practical Guide for the Real World。San Francisco, CA：Jossey-Bass。 | | 3. | Johnson, Richard A.、Wichern, Dean W.(1988)。Applied Multivariate Statistical Analysis。Prentice-Hall。 | | 4. | Lewis, Alan(1982)。The Psychology of Taxation。Oxford：Martin Robertson。 | | 5. | Fitzsimmons, J. A.、Fitzsimmons, M. J.(1994)。Service Management for Competitive Advantage。New York：McGraw-Hill。 | | 6. | 財政部國税通訊編輯委員會。國稅通訊。 延伸查詢 | | 7. | 黃燕輝、蔡培元、陳美琳、林桂英(1999)。稽徵機關運用ISO品質保證系統建立內部稽核制度之研究。高雄：財政部高雄市國稅局。 延伸查詢 | | 8. | Krueger, Richard A.(1994)。Focus Groups: A Practical Guide for Applied Research。Sage。 | | 9. | Gronroos, Christian(1982)。Strategic Management and Marketing in the Service Sector。Swedish School of Economics and Business Administration。 | | 10. | Hair, Joseph F. Jr.、Anderson, Rolph E.、Tatham, Ronald L.、Black, William C.(1995)。Multivariate Data Analysis: with Readings。Prentice Hall。 | 其他| 1. | (1991)。Quality Management and Quality Systems Element-Part 2: Guidelines for Service(ISO 9004-2)。 | 圖書論文| 1. | Leventhal, G. S.(1992)。Deterrence and alienation effects of IRS enforcement: An analysis of survey data。Why People Pay Taxes: Tax Compliance and Enforcement。Ann Arbor：University of Michigan Press。 | | 2. | Bowen, David E.、Schneider, B.(1985)。Boundary-Spanning-Role Employees and the Service Encounter: Some Guidelines for Management and Research。The Service Encounter: Managing Employee/Customer Interaction in Service Business。Lexington, MA：D. C. Heath and Company。 | | 3. | Oliver, Richard L.(1993)。A conceptual model of service quality and service satisfaction: Compatible goals, different concepts。Advances in Services Marketing and Management: Research and practice。JAI Press。 | | 4. | White, R. A.、Curatola, A. P.(1990)。A Behavioral Study Investigating the Effect of Knowledge of Income Tax Laws and Tax Policy on Individual Perceptions of Federal Income Tax Fairness。Advances in Taxation。London：JAI Press。 | |