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C.(1964)。The Case for Redefining Services。The Journal of Marketing,28(1),58-59。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 6. | Shostack, G. Lynn(1987)。Service Positioning through Structural Change。Journal of Marketing,51,34-43。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 7. | Chase, Richard B.、Bowen, B. D.(1978)。Where Does the Customer Fit in a Service Operation?。Harvard Business Review,56(6),137-142。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 8. | Kellogg, D. L.、Nie, W.(1995)。A Framework for Strategic Service Management。Journal of Operations Management,13(4),323-337。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 9. | Silvestro, R.、Fitzgerald, L.、Johnson, R.、Voss, C.(1992)。Towards a Classification of Service Processes。International Journal of Service Industry Management,3(3),62-75。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 10. | Lovelock, C. H.、Yip, G. S.(1996)。Developing Global Strategies for Service businesses。California Management Review,38(2),64-86。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 11. | Campbell, Donald T.、Fiske, Donald W.(1959)。Convergent and Discriminant Validation by Multitrait-Multimethod Matrix。Psychological Bulletin,56(2),81-105。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 12. | Murphy, Patrick E.、Enis, Ben M.(1986)。Classifying Products Strategically。Journal of Marketing,50(3),24-42。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 13. | Haywood-Farmer, J.(1988)。Towards a Conceptual Model of Service Quality。International Journal of Operations and Production Management,8(6),19-29。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 14. | Boulding, Kenneth E.(1956)。General Systems Theory: The Skeleton of Science。Management Science,2(3),197-208。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 15. | Shostack, G. Lynn(1977)。Breaking Free from Product Marketing。Journal of Marketing,41(2),73-80。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 16. | Perrow, Charles(1967)。A Framework for the Comparative Analysis of Organizations。American Sociological Review,32(2),194-208。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 17. | Lovelock, Christopher H.(1983)。Classifying Services to Gain Strategic Marketing Insights。Journal of Marketing,47(3),9-20。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 18. | Grönroos, Christian(1978)。A Service-Orientated Approach to Marketing of Services。European Journal of Marketing,12(8),588-601。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 19. | Bitner, Mary Jo(1992)。Servicescapes: The Impact of Physical Surroundings on Customers and Employees。Journal of Marketing,56(2),57-71。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 20. | Voss, C. A.(2003)。Rethinking paradigms of service- service in a virtual environment。International Journal of Operation & Production Management,23(1),88-104。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 21. | Collier, D. A.、Meyer, S. M.(1998)。A Service Position Matrix。International Journal of Operation & Production Magazine,18(12),1223-1244。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 22. | Cook, D. P.、Goh, C. H.、Chung, C. H.(1999)。Service Typologies: A State of the Art Survey。Production and Operation Management,8(3),318-338。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 23. | Coulter, R. A.、Ligas, M.(2004)。A Typology of Customer-service Provider Relationship: The Role of Rational Factors in Classifying Customers。Journal of Service Marketing,18(6),482-493。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 24. | Cunningham, L. F.、Young, C. E.、Ulaga, W.、Lee, M.(2004)。Consumer Views of Service Classification in the USA and France。Journal of Service Marketing,18(6),421-432。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 25. | Davis, D. L.、Guiltnan, J. P.、Jones, W. P.(1979)。Service Characteristics, Consumer Search, and the Classification of Retail Services。Journal of Retailing,55(3),3-23。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 26. | Gronroos, C.、Heinonen, F.、Isoniemi, K.、Lindholm, M.(2000)。The NetOffer Model: A Case Example from the Virtual Marketplace。Management Decision,38(4),243-252。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 27. | Haynes, R. M.(1990)。Service Typologies: A Transaction Modelling Approach。International Journal of Service Industry Management,1(1),15-26。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 28. | Hills, T. P.(1977)。On Goods and Services。Review of Income and Wealth,23(4),315-338。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 29. | Hsieh, Charng-Horng、Chu, Tzong-Yau(1992)。Classification of Service Businesses from a Utility Creation Perspective。The Service Industries Journal,12(4),545-557。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 30. | Kelly, S. W.(1989)。Efficiency in Service Delivery: Technological of Humanistic Approaches。Journal of Services Marketing,3(3),43-50。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 31. | Kitay, J.、Marchington, M.(1996)。A Review and Critique of Workplace Industrial Relations Typologies。Human Relations,49(10),1263-1278。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 32. | Levinton, Laura C.、Hughes, Edward F. X.(1981)。Research on the Utilization of Evaluations: A Review and Synthesis。Evaluation Review,5(4),525-548。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 33. | Maister, D.、Lovelock, C. H.(1982)。Managing Facilitator Services。Sloan Management Review,23(4),19-31。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 34. | Mayer, K. J.、Bowen, J. T.、Moulton, M. R.(2003)。A Proposed Model of the Descriptors of Service Process。Journal of Service Marketing,17(6),621-639。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 35. | Mersha, T.(1991)。Enhancing the Customer Contact Model。Journal of Operations Management,9(3),391-405。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 36. | Mills, P. K.、Margulies, N.(1980)。Toward a Core Typology of Service Organizations。Academy of Management Review,5(2),255-265。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 37. | Rich, P.(1992)。The Organizational Taxonomy: Definition and Design。Academy of Management Review,17(4),758-781。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 38. | Shih, C. F.(1998)。Conceptualizing Consumer Experience in Cyberspace。European Journal of Marketing,32(7/ 8),655-663。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 39. | Stella, R.、Donoho, C.(1996)。Classification Services from a Consumer Perspective。The Journal of Service Marketing,10(6),33-44。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 40. | Thomas, Dan R. E.(1978)。Strategy Is Different in Service Businesses。Harvard Business Review,56,158-165。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 41. | Tinnilä, Markku、Vepsäläinen, Ari P. J.(1995)。A Model for Strategic Repositioning of Service Processes。International Journal of Service Industry Management,6(4),57-80。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 42. | Wemmerlöv, Urban(1990)。A Taxonomy for Service Processes and Its Implications for System Design。International Journal of Service Industry Management,1(3),20-40。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 會議論文1. | Maister, D.(1983)。The Defining Quantities of Four Different Managerial Environments。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 2. | Sampson, S. E.(2001)。The Unified Services Theory Approach to Service Operations Management。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 研究報告1. | Wolfl, A.(2005)。The Service Economy in OECD Countries。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 圖書1. | OECD(2000)。The Service Economy。Business and Industry Policy Forum Series。Paris:OECD。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 2. | Rathmell, J. M.(1974)。Marketing in the Service Sector。Marketing in the Service Sector。Cambridge, MA:Winthrop。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 3. | Kotler, P.(1980)。Principle of marketing。Englewood Cliffs, NY:Prentice Hall。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 4. | Kotler, P.、Keller, K. L.(2006)。Marketing Management。Upper Saddle River, NJ:Pearson Prentice Hall。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 5. | Murdick, Robert G.、Render, Barry、Russell, Roberta S.(1990)。Service Operations Management。Allyn and Bacon Inc.。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 6. | Clark, Colin G.(1940)。The Conditions of Economic Progress。London:Macmillan。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 7. | Sasser, W. E.、Olsen, R. P.、Wyckoff, D. D.(1978)。Management of Service Operations: Text, Cases and Readings。Boston:Allyn and Bacon, Inc.。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 8. | Kast, F. E.、Rosenzweig, J. E.(1979)。Organization and Management: A Systems and Contingency Approach。New York:McGraw-Hill。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 9. | Zeithaml, Valarie A.、Bitner, Mari Jo(1996)。Services Marketing。New York, NY:McGraw-Hill。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 10. | Katz, Daniel、Kahn, Robert L. Jr.(1966)。The Social Psychology of Organizations。John Wiley & Sons, Inc.。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 11. | Bailey, K.(1994)。Typologies and Taxonomies: An Introduction to Classification Techniques。Typologies and Taxonomies: An Introduction to Classification Techniques。Thousand Oaks, CA。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 12. | Fitzsimmons, J. A.、Sulivan, R. S.(1982)。Service Operation Management。Service Operation Management。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 13. | Huse, E.(1980)。Organization Development and Change。Organization Development and Change。St. Paul, MN。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | |