| 期刊論文| 1. | Froehle, C. M.、Roth, A. V.(2004)。New measurement scales for evaluating perceptions of the technology-mediated customer service experience。Journal of Operations Management，22(1)，1-21。   | | 2. | Hayduk, L. A.、Glaser, D. N.(2000)。Jiving the four step, waltzing around factor analysis and other serious fun。Structural Equation Modeling，7(1)，76-99。 | | 3. | Lin, J. S. C.、Hsieh, P. I.(2006)。The role of technology readiness in customers’ perception and adoption of self-service technology。International Journal of Service Industry Management，17(5)，497-517。 | | 4. | Matzler, K.、Sauerwein, E.(2002)。The factor structure of customer satisfaction: an empirical test of important grid and the penalty-reward-contrast analysis。International Journal of Service Industry Management，13(4)，314-332。 | | 5. | Edvardsson, Bo、Gustafsson, Anders、Roos, Inger(2005)。Service Portraits in Service Research: A Critical Review。International Journal of Service Industry Management，16(1)，107-121。 | | 6. | Chase, Richard B.、Bowen, B. D.(1978)。Where Does the Customer Fit in a Service Operation?。Harvard Business Review，56(6)，137-142。 | | 7. | Chien, C. J.、Tsai, H. H.(2000)。Using fuzzy numbers to evaluate perceived service quality。Fussy Set and Systems，116(2)，289-300。 | | 8. | Dabholkar, Pratibha A.(1996)。Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality。International Journal of Research in Marketing，13(1)，29-51。 | | 9. | Matzler, K.、Fuchs, M.、Schubert, A. K.(2004)。Employee Satisfaction: Does Kano's Model Apply?。Total Quality Management & Business Excellence，15(9/10)，1179-1198。 | | 10. | Rayport, J. F.、Sviokal, J. J.(1994)。Managing in the Marketplace。Harvard Business Review，72，141-150。 | | 11. | Bitner, Mary Jo(1995)。Building Service Relationships: It's All about Promises。Journal of the Academy of Marketing Science，23(4)，246-251。 | | 12. | Heskett, James L.、Jones, Thomas O.、Loveman, Gary W.、Sasser, W. Earl Jr.、Schlesinger, Leonard A.(1994)。Putting the Service-Profit Chain to Work。Harvard Business Review，72(2)，164-174。 | | 13. | 彭台光、高月慈、林鉦棽(20060200)。管理研究中的共同方法變異：問題本質、影響、測試和補救。管理學報，23(1)，77-98。 延伸查詢 | | 14. | Zadeh, Lotfi Asker(1965)。Fuzzy sets。Information and Control，8(3)，338-353。 | | 15. | 狩野紀昭、瀬楽信彦、高橋文夫、辻新一(1984)。魅力的品質と当り前品質。品質，14(2)，147-156。 延伸查詢 | 會議論文| 1. | OECD(2005)。Growth in Service-Fostering Employment, Productivity and Innovation。Meeting of the OECD Council at Ministerial Level。 | 研究報告| 1. | Wolfl, A.(2005)。The service economy in OECD countries。 | 圖書| 1. | Swartz, T. A.、Iacobucci, D.(2000)。Handbook of Service Marketing and Management。Sage Publication, Inc。 | | 2. | OECD(2000)。The Service Economy。Business and Industry Policy Forum Series。Paris：OECD。 | | 3. | Zeithaml, V. A.、Bitner, M. J.(2002)。Services Marketing: Integrating Customer Focus across the Firm。McGraw-Hill Companies, Inc.。 | | 4. | Hair, J. F.、Anderson, R. E.、Tatham, R. L.、Black, W. C.(1995)。Multivariate data analysis with readings。Upper Saddler River, NJ：Prentice-Hall。 | | 5. | Heskett, James L.、Sasser, Gary W. Earl Jr.、Schlesinger, Leonard A.(1997)。The service profit chain: how leading companies link profit and growth to loyalty, satisfaction, and value。New York：A Division of Simon & Schuster Inc。 | 其他| 1. | 行政院主計處(2007)。國內各業生產毛額資料，工商及服務業普査資料。 延伸查詢 | | 2. | U.S. Department of Commerce(2007)。Statistical Abstract, U.S.，Bureau of Census。 | 圖書論文| 1. | Hallowell, R.、Schlesinger, L. A.(2000)。Service Profit Chain。Handbook of Service Marketing and Management。Sage Publication。 | |