| 期刊論文| 1. | Leonard, F. S.、Sasser, W. E.(1982)。The incline of quality。Harvard Business Review，60(5)，163-171。   | | 2. | Alpert, M. I.(1971)。Identification of Determinant Attributes: A Comparison of Methods。Journal of Marketing Research，8，184-191。 | | 3. | Goodman, J. A.、Marra, T.、Brigham, L.(1986)。Customer Service: Costly Nuisance of Low-cost Profit Strategy?。Journal of Retail Banking，8(3)，7-16。 | | 4. | Haywood, K. M.(1983)。Assessing the Quality of Hospitality Service。Hospitality Management，12(4)，165-177。 | | 5. | Heeler, R. M.、Okechuku, C.、Reid, S.(1979)。Attribute Importance: Contrasting Measurements。Journal of Marketing Research，16，60-63。 | | 6. | Lumpkin, J. R.、Greenberg, B. A.、Goldstucker, J. L.(1985)。Marketplace Needs of the Elderly: Determinant Attributes and Store Choice。Journal of Retailing，61，75-105。 | | 7. | Ross, J. E.、Shetty, Y. K.(1985)。Making Quality a Fundamental Part of Strategy。Long Range Planning，18(1)，53-58。 | | 8. | Yorke, D. A.(1988)。Services Marketing: State of Art。MBA Review，1988(Dec.)，23-26。 | | 9. | Zeithaml, Valarie A.、Parasuraman, A.、Berry, Leonard L.(1985)。Problems and strategies in services marketing。The Journal of Marketing，49(2)，33-46。 | 圖書| 1. | Albrecht, K.、Zemke, R.(1985)。Service America: Doing Business in the New Economy。Homewood, Illinois：Dow Jones-Irwin。 | | 2. | Berry, L. L.、Bennett, D. R.、Brown, C. W.(1989)。Service Quality: A Profit Strategy for Financial Institution。Homewood, Illinois：Dow Jones-Irwin。 | | 3. | Gronroos, C.(1983)。Strategic Management and Marketing in the Service Sector。London：Chartwell-Bratt Ltd。 | | 4. | Medlik, S.(1986)。The Business of Hotel。William Heinemann Ltd.。 | | 5. | Zeithaml, V.、Parasuraman, A.、Berry, L. L.(1990)。Delivering Quality Service。New York：The Free Press。 | | 6. | Drucker, Peter F.(1974)。Management: Tasks, Responsibilities, Practices。New York：Harper & Row。 | |