| 期刊論文| 1. | Beaujean, M.、Davidson, J.、Madge, S.(2006)。The ‘Moment of Truth’ in Customer Service。McKinsey Quarterly，1，62-73。   | | 2. | Dixon, M.、Freeman, K.、Thoman, N.(2010)。Stop Trying to Delight Your Customer。Harvard Business Review，2010(Jul./Aug.)，1-7。 | 其他| 1. | American Express(2014)。Global Customer Service Barometer: Findings in the United States。 | |