期刊論文1. | 楊文賢、梁金樹(20111200)。應用重要度績效分析診斷臺灣國際港埠物流中心之服務價值。航運季刊,20(4),25-61。 延伸查詢![new window](/gs32/images/newin.png) |
2. | 李承翰、李一民(20060900)。國內線航空客運業服務品質量表建構之研究。休閒暨觀光產業研究,1(1),77-96。 延伸查詢![new window](/gs32/images/newin.png) |
3. | 翁振益、張德儀、鄭光遠、鍾碧姮、林雅藝(20060600)。資料探勘技術應用於航空業顧客再搭意願區隔與服務滿意項目組合之分析。觀光研究學報,12(2),139-154。 延伸查詢![new window](/gs32/images/newin.png) |
4. | Witell, L.、Löfgren, M.、Dahlgaard, J. J.(2013)。Theory of attractive quality and the Kano methodology--the past, the present, and the future。Total Quality Management & Business Excellence,24(11/12),1241-1252。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
5. | Yeh, T. M.(2010)。Determining medical service improvement priority by integrating the refined kano model, quality function deployment and fuzzy integrals。African Journal of Business Management,4(12),2534-2545。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
6. | 馮正民、鄭光遠(20060600)。探討航空公司員工滿意度與顧客忠誠度關係之研究:由服務行為之觀點探討。運輸計劃,35(2),191-231。 延伸查詢![new window](/gs32/images/newin.png) |
7. | Tarrant, M. A.、Smith, E. K.(2002)。The use of a modified importance-performance framework to examine visitor satisfaction with attributes of outdoor recreation settings。Managing Leisure,7(2),69-82。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
8. | Yang, C. C.(2003)。Improvement actions based on the customers' satisfaction survey。Total Quality Management and Business Excellence,14(8),919-930。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
9. | Matzler, K.、Hinterhuber, H. H.、Bailom, F.、Sauerwein, E.(1998)。How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment。Technovation,18(1),25-38。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
10. | Tan, K. C.、Pawitra, T. A.(2001)。Integrating SERVQUAL and Kano's model into QFD for service excellence development。Managing Service Quality: An International Journal,11(6),418-430。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
11. | 張家祝、賈凱傑、賴金和(20020900)。國內民航「開放天空」政策之檢討。民航季刊,4(3),71-97。 延伸查詢![new window](/gs32/images/newin.png) |
12. | Chu, R. K. S.、Choi, T.(2000)。An Importance-Performance Analysis of Hotel Selection Factors in the Hong Kong Hotel Industry: A Comparison of Business and Leisure Travellers。Tourism Management,21(4),363-377。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
13. | Hansen, E.、Bush, R. J.(1999)。Understanding customer quality requirements: Model and application。Industrial Marketing Management,28(2),119-130。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
14. | Hawes, J. M.、Rao, C. P.(1985)。Using importance-performance analysis to develop health care marketing strategies。Journal of Health Care Marketing,5(4),19-25。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
15. | Martilla, J. A.、James, J. C.(1977)。Important-performance analysis。Journal of Marketing,41(1),77-79。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
16. | 鄧維兆、李友錚(20070300)。北投溫泉旅館關鍵服務品質屬性確認--Kano模式與IPA之應用。品質學報,14(1),99-113。 延伸查詢![new window](/gs32/images/newin.png) |
17. | Parasuraman, A.、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple Item Scale for Measuring Consumer Perception of Service Quality。Journal of Retailing,64(1),12-40。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
18. | Shon, Z. Y.、Chen, F. Y.、Chang, Y. H.(2003)。Airline E-Commerce: The Revolution in Ticketing Channels。Journal of Air Transport Management,9(5),325-331。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
19. | 丁崇德、陳怡君(20080900)。應用存活分析法探討國內航線之營運。商管科技季刊,9(3),301-314。 延伸查詢![new window](/gs32/images/newin.png) |
20. | Marr, Jeffrey W.(1986)。Letting the customer be the judge of quality。Quality Progress,19(10),46-49。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
21. | 王文良、呂東壕、黃貞芬、劉安琪(20060600)。以Kano二維品質模式應用於線上購物服務品質之研究。Journal of Information Technology and Applications,1(1),37-45。 延伸查詢![new window](/gs32/images/newin.png) |
22. | Sampson, S. E.、Showalter, M. J.(1999)。The performance-importance response function: observations and implications。The Service Industries Journal,19(3),1-25。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
23. | 姜廷宜、彭雲宏、蘇南(20160900)。應用Kano模式觀點探究物業管理服務品質。物業管理學報,7(2),53-65。 延伸查詢![new window](/gs32/images/newin.png) |
24. | Ali, M.、Raza, S. A.(2017)。Service quality perception and customer satisfaction in Islamic banks of Pakistan: the modified SERVQUAL model。Total Quality Management & Business Excellence,28(5/6),559-577。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
25. | Garvin, David A.(1984)。What Does "Product Quality" Really Mean?。Sloan Management Review,26(1),25-43。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
26. | Matzler, Kurt、Bailom, Franz、Hinterhuber, Hans H.、Renzl, Birgit、Pichler, Johann(2004)。The asymmetric relationship between attribute-level performance and overall customer satisfaction: A reconsideration of the importance-performance analysis。Industrial Marketing Management,33(4),271-277。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
27. | 林正士、周軒逸(20170200)。服務品質與服務補救期望對旅運涉入之影響:以金廈小三通為例。品質學報,24(1),60-79。 延伸查詢![new window](/gs32/images/newin.png) |
28. | 胡凱傑、謝依芷(20191000)。Effect of Mobile Service Quality on the Intention of Air Passengers to Use Mobile Ticketing Apps。品質學報,26(5),296-314。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
29. | 許智富、郭仲凌、黃永全(2019)。以Kano模式探討低成本航空服務需求規劃。觀光產業與航空管理期刊,2(1),1-20。 延伸查詢![new window](/gs32/images/newin.png) |
30. | 曾清枝、林萱瑋(20181000)。整合Kano和品質機能展開以提升桃園國際機場之顧客滿意度。品質學報,25(5),289-309。 延伸查詢![new window](/gs32/images/newin.png) |
31. | Gupta, H.(2018)。Evaluating service quality of airline industry using hybrid best worst method and VIKOR。Journal of Air Transport Management,68,35-47。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
32. | Luor, Tainyi、Lu, Hsi-Peng、Chien, Kang-Min、Wu, Tzong-Chen(2015)。Contribution to quality research: a literature review of Kano's model from 1998 to 2012。Total Quality Management & Business Excellence,26(3/4),234-247。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
33. | 盧右梅、吳信宏(20100200)。應用IPA模式檢視臺灣高鐵乘客之服務品質需求。品質學報,17(1),21-43。 延伸查詢![new window](/gs32/images/newin.png) |
34. | 蔡長清、劉麗珉(20091100)。應用IPA模式評估航空客運之服務品質--以高雄飛航日本旅客為例。商業現代化學刊,5(2),11-26。 延伸查詢![new window](/gs32/images/newin.png) |
35. | Parasuraman, Ananthanarayanan、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implications for Future Research。Journal of Marketing,49(4),41-50。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
36. | Hollenhorst, Steve、Olson, David、Fortney, Ronal(1992)。Use of importance-performance analysis to evaluate state park cabins: The case of the West Virginia State Park System。Journal of Park and Recreation Administration,10(1),1-11。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
37. | 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![new window](/gs32/images/newin.png) |
圖書1. | Juran, J. M.(1974)。Quality control handbook。McGraw-Hill。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
2. | O'Sullivan, E. L.(1991)。Marketing for Parks, Recreation, and Leisure。State College, PA:Venture。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
3. | Sasser, W. Earl、Olsen, R. Paul、Wyckoff, D. Daryl(1978)。Management of service operations: text, cases, and readings。Allyn & Bacon。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
4. | 楊錦洲(2009)。服務品質:從學理到應用。台北市:華泰文化。 延伸查詢![new window](/gs32/images/newin.png) |
5. | 謝淑芬(2006)。空運學:航空客運與票務。五南。 延伸查詢![new window](/gs32/images/newin.png) |
6. | Herzberg, Frederick、Mausner, Bernard、Snyderman, Barbara Bloch(1959)。The Motivation to Work。John Wiley & Sons, Inc.。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
7. | Kotler, Philip、Keller, Kevin L.(2009)。Marketing Management。Pearson。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |