| 期刊論文| 1. | Flanagan, Theresa A.、Fredericks, Joa O.(1993)。Improving Company Performance Through Customer-Satisfaction Measurement and Management。National Productive Review，1993(Spring)，239-258。   | | 2. | Goodman, John A.(1993)。Preventing TQM Problems: Measured Steps Toward Customer-Driven Quality Improvement。National Productivity Review，1993(Fall)，555-571。 | | 3. | Office of Personnel Management(1996)。Performance Management Practitioner Series: Improving Customer Service Through Effective Performance Management。United States Office of Personnel Management，1996(May)。 | | 4. | Wilson, Liz(1993)。The Quality Measure is Customer Opinion。Journal for Quality & Participation，1993(Oct./ Nov.)，12-14。 | | 5. | Mayer, Christopher(1994)。How the Right Measures Help Teams Excel。Harvard Business Review，72(3)，95-103。 | 圖書| 1. | Connellan, Thomas K.、Zemke, Ron(1993)。Sustaining Knock Your Socks Off Service。New York, NY：American Management Association。 | | 2. | Locke, E. A.、Latham, G. P.(1984)。Goal Setting: A Motivational Technique That Works!。Englewood Cliffs, NJ：Prentice Hall。 | |