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Jr.、Anderson, Rolph E.、Tatham, Ronald L.、Black, William C.(1995)。Multivariate Data Analysis。Prentice-Hall。 | | 12. | Schneider, Benjamin、Bowen, David E.(1995)。Winning the service game。Harvard Business School Press。 | | 13. | Pike, J.、Richard, B.(1996)。TQM in Action: A practical approach to continuous performance improvement。London：Chapman & Hall。 | 其他| 1. | 廖桂英(1993)。美、日兩國稅務協談制度考察報告，台北：財政部。 延伸查詢 | | 2. | Whalen, B.(19850315)。Toffler Marketing。 | 圖書論文| 1. | Bateson, J. E. G.(1985)。Perceived control and the service encounter。The Service Encounter: Managing Employee/Customer Interaction in Service Business。Lexington, Massachusetts：Lexington Book。 | | 2. | Bowen, D. E.、Schneider, B.(1988)。Services marketing and management: Implications for organizational behavior。Research in organizational behavior。Greenwich, Connecticut：JAI Press。 | | 3. | 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。 | | 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。 | |