一、中文部份
台北市旅行商業同業公會編製,1998台北市旅行商業同業公會會員名冊,台北:編製者發行,民國87年。
朱奉莉,「企業文化、政治影響力與績效評估關係之研究」,私立東海大學企業管理研究所未出版之碩士論文,民國84年6月。
何宇牧,企劃力,台北:國家出版社,民國83年。
曹國雄,我國企業績效評估制度之比較,行政院國家科學委員會專題研究計畫成果報告NSC84-2416-H033-002,台北:行政院國家科學委員會,民國85年。
張鐵軍,「國際企業經理人績效評估構面之比較-以美、日兩國為例」,私立中國文化大學國際企業管理研究所未出版之博士論文,民國87年6月。謝安田,人力資源管理,台北:著者發行,民國88年2月。
鄧振源,曾國雄,「層級分析法(AHP)的內涵特性與應用(上)」,中國統計學報,第27卷,第6期,民國78年。觀光局編製,中華民國八十六年國人出國旅遊消費及動向調查報告,台北:編製者發行,民國87年。
二、英文部份
Andersson, Bengt-Erik and S. G. Nilsson, "Studies in the Reliability and Validity of the Critical Incident Technique," Journal of Ap-plied Psychology, Vol. 48, No. 6, (1964).
Austin, J. T. and P. Villanova, "The Criterion Problem: 1917-1992," Journal of Applied Psychology, Vol. 77, No. 6, (1992).
Bailey, C. T., The Measurement of Job Performance, Aldertshot, England: Gower Press, 1983.
Baird, L. S., "Self and Superior Ratings of Performance: As Related to Self-esteem and Satisfaction with Supervision," Academy of Management Journal, Vol. 20, No. 2, (1977).
Bernardin, H. J. and P. C. Smith, "A Clarification Some Issues Regarding the Development and Use of Behaviorally Anchored Rating Scales," Journal of Applied Psychology, Vol. 66, No. 4, (1981).
, "An Analytic Framework for Customer-based Performance Content Development and Appraisal," Human Resource Management Review, Vol. 2, No. 1, (1992).
, "Subordinate Appraisal: A Valuable Source of Information about Managers," Human Resource Management, Vol. 25, No. 3, (1986).
, S. A. Dahmus, and G. Redmon, "Attitudes of First-line Supervi-sors toward Subordinate Appraisals," Human Resource Management, Vol. 32, No. 2 & 3, (1993).
, , and L. A. Mohr, "Critical Service Encounters: The Employee''s Viewpoint," Journal of Marketing, Vol. 58, No. 4, (1994).
, , and M. S. Tetreault, "The Service Encounter: Diagnosing Favorable and Unfavorable Incidents," Journal of Marketing, Vol. 54, No. 1, (1990).
Black, J. S., "Returning Expatriates Feel Foreign in Their Native Land," Personnel, Vol. 68, No. 8, (1991).
Blood, M. R., "Spin-offs from Behavioral Expectation Scale Procedures," Journal of Applied Psychology, Vol. 59, No. 4, (1974).
Borman, W. C., ?O Ratings: An Analysis of Assumptions and a Research Agenda for Evaluating Their Validity," Human Resource Manage-ment Review, Vol. 7, No. 3, (1997).
, "The Rating of Individuals in Organizations: An Alternate Ap-proach," Organizational Behavior and Human Performance, Vol. 12, No. 1, (1974).
Bozeman, D. P., "Interrater Agreement in Multi-source Performance Ap-praisal: A Commentary," Journal of Organizational Behavior, Vol. 18, No. 4, (1997).
Bretz, R. D. Jr., G. T. Milkovich, and W. Read, "The Current State of Per-formance Appraisal Research and Practice: Concerns, Directions, and Implications," Journal of Management, Vol. 18, No. 2, (1992).
Bryman, A., Research Methods and Organization Studies, London and New York: Routledge, 1989.
Campbell, C. H., P. Ford, M. G. Rumsey, E. D. Pulakos, W. C. Borman, D. B. Felker, M. V. De Vera, and B. J. Riegelhaupt, "Development of Multi-ple Job Performance Measures in a Representative Sample of Jobs," Personnel Psychology, Vol. 43, No. 2, (1990).
Campbell, D. J. and C. Lee, "Self-appraisal in Performance Evaluation: De-velopment Versus Evaluation," Academy of Management Review, Vol. 13, No. 2, (1988).
Campbell, J. P., "Editorial: Some Remarks from the Outgoing Editor," Jour-nal of Applied Psychology, Vol. 67, No. 6, (1982).
Campbell, D. T. and D. W. Fiske, "Convergent and Discriminant Validation by the Multitrait-multimethod Matrix," Psychological Bulletin, Vol. 56, No. 2, (1959).
Carroll, S. J. and C. E. Schneier, Performance Appraisal and Review Sys-tems: The Identification, Measurement and Development of Perfor-mance in Organizations, Glenview, Illinois: Scott, Foresman, 1982.
Chell, E., "Critical Incident Technique," In Qualitative Methods and Analysis in Organizational Research: A Practical Guide, eds. G. Symon and C. Cassell, London: SAGE Publications, 1998.
Cleveland, J. N., K. R. Murphy, and R. E. Williams, "Multiple Uses of Per-formance Appraisal: Prevalence and Correlates," Journal of Applied Psychology, Vol. 74, No. 1, (1989).
Cohen, E., "The Tourist Guide the Origins, Structure and Dynamics of a Role," Annals of Tourism Research, Vol. 2, No. 1, (1985).
Davis, D. and R. M. Cosenza, Business Research for Decision Mak-ing, California: Wadsworth Publishing, 1993.
Deming, W. E., Quality, Productivity, and Competitive Position, Cambridge: Massachusetts Institute of Technology, 1982.
Dorfman, P. W., W. G. Stephan, and J. Loveland, "Performance Appraisal Behaviors: Supervisor Perceptions and Subordinate Reactions," Per-sonnel Psychology, Vol. 39, No. 3, (1986).
Dornbusch, S. M. and W. R. Scott, Evaluation and the Exercise of Authority, San Francisco: Jossey-Bass, 1975.
Dowling, P. J., R. S. Schuler, and D. E. Welch, International Dimensions of Human Resource Management, 2nd ed., California: Wadsworth Publishing, 1994.
Duke, C. R. and M. A. Persia, "Consumer-defined Dimensions for the Es-corted Tour Industry Segment: Expectations, Satisfactions, and Im-portance," Journal of Travel & Tourism Marketing, Vol. 5, No. 1 and 2, (1996).
and , "Performance-importance Analysis of Es-corted Tour Evaluations," Journal of Travel & Tourism Marketing, Vol. 5, No. 3, (1996).
Farh, J. L. and J. D. Werbel, "Effects of Purpose of the Appraisal and Ex-pectation of Validation on Self-appraisal Leniency," Journal of Ap-plied Psychology, Vol. 71, No. 3, (1986).
, , and A. G. Bedeian, "An Empirical Investigation of Self-appraisal-based Performance Evaluation," Personnel Psychology, Vol. 41, No. 1, (1988).
Favero, J. L. and D. R. Ilgen, "The Effects of Ratee Prototypicality on Rater Observation and Accuracy," Journal of Applied Social Psychology, Vol. 19, No. 11, (1989).
Fiske, D. W., "Values, Theory, and the Criterion Problem," Personnel Psy-chology, Vol. 4, (1951).
Flanagan, J. C., "The Critical Incident Technique," Psychological Bulletin, Vol. 51, No. 4, (1954).
Fox, S. and Y. Dinur, "Validity of Self-assessment: A Field Evaluation," Per-sonnel Psychology, Vol. 41, No. 3, (1988).
, Z. Ben-Nahum, and Y. Yinon, "Perceived Similarity and Accura-cy of Peer Ratings," Journal of Applied Psychology, Vol. 74, No. 5, (1989).
Goldsmith, R. E., L. R. Flynn, and M. Bonn, "An Empirical Study of Heavy Users of Travel Agencies," Journal of Travel Research, Vol. 33, No. 1, (1994).
Greenbaum, T. L., The Handbook for Focus Group Research, 2nd ed., California: SAGE Publications, 1998.
Harris, M. M. and J. Schaubroeck, "A Meta-analysis of Self-supervisor, Self-peer, and Peer-supervisor Ratings," Personnel Psychology, Vol. 41, No. 1, (1988).
Hart, C. W. L., "The Power of Unconditional Service Guarantees," Harvard Business Review, Vol. 66, No. 4, (1988).
Heneman, R. L. and K. N. Wexley, "The Effects of Time Delay in Rating and Amount of Information Observed on Performance Rating Accuracy," Academy of Management Journal, Vol. 26, No. 4, (1983).
, , and M. L. Moore, "Performance-rating Accuracy: A Critical Review," Journal of Business Research, Vol. 15, No. 5, (1987).
Hogan, J., R. Hogan, and C. M. Busch, "How to Measure Service Orienta-tion," Journal of Applied Psychology, Vol. 69, No. 1, (1984).
Holloway, J. C., "The Guided Tour: A Sociological Approach," Annals of Tourism Research, Vol. 8, No. 3, (1981).
Holsti, O. R., "Content analysis," In The Handbook of Social Psy-chology: Research Methods, eds. G. Lindzey and E. Aronson Reading, MA: Addison-Wesley, 1968.
Ilgen, D. R., J. L. Barnes-Farrell, and D. B. McKellin, "Performance Ap-praisal Process Research in the 1980s: What Has It Contributed to Appraisals in Use?" Organizational Behavior and Human Decision Processes, Vol. 54, No. 3, (1993).
Imada, A. S., "Social Interaction, Observation, and Stereotypes as Determi-nants of Differentiation in Peer Ratings," Organizational Behavior and Human Performance, Vol. 29, No. 3, (1982).
James, L. R., "Criterion Models and Construct Validity for Criteria," Psy-chological Bulletin, Vol. 80, No. 1, (1973).
Kane, J. S. and E. E. Lawler, "Performance Appraisal Effectiveness: Its As-sessment and Determinants," In Research in Organizational Behavior, ed. B. M. Staw, Greenwich, Connecticut: JAI Press, 1979.
Kassarjian, H. H., "Content Analysis in Consumer Research," Jour-nal of Consumer Research, Vol. 4, No. 1, (1977).
Keaveney, S. M., "Customer Switching Behavior in Service Industries: An Exploratory Study," Journal of Marketing, Vol. 59, No. 2, (1995).
Keegan, W. J., S. E. Moriarty, and T. R. Duncan, Marketing, 2nd ed., New Jersey: Prentice-Hall, 1995.
Kleiman, L. S., Human Resource Management-A Tool for Competitive Ad-vantage, Cincinnati, Ohio: South-Western, 1997.
Knisely, G., "Financial Services Marketers must Learn Packaged Goods Sel-ling Tools," Advertising Age, Vol. 50, (1979).
Krueger, R. A., Focus Groups: A Practical Guide for Applied Research, 2nd ed., California: SAGE Publications, 1994.
Landy, F. J. and J. L. Farr, "Performance Rating," Psychological Bulletin, Vol. 87, No. 1, (1980).
Lawler, E. E. III, "The Multitrait-multirater Approach to Measuring Man-agerial Job Performance," Journal of Applied Psychology, Vol. 51, No. 5, (1967).
LeBlanc, G., "Factors Affecting Customer Evaluation of Service Quality in Travel Agencies: An Investigation of Customer Perceptions," Journal of Travel Research, Vol. 30, No. 4, (1992).
Lee, C., "Increasing Performance Appraisal Effectiveness: Matching Task Types, Appraisal Process, and Rater Training," Academy of Man-agement Review, Vol. 10, No. 2, (1985).
Logger, E. and R. Vinke, "Compensation and Appraisal of International Staff," In International Human Resource Management, eds. Anne-Wil Harzing and J. V. Ruysseveldt, London: SAGE Publications, 1996.
Lord, R. G., "Accuracy in Behavioral Measurement: An Alternative Defini-tion Based on Raters'' Cognitive Schema and Signal Detection The-ory," Journal of Applied Psychology, Vol. 70, No. 1, (1985).
Mabe, P. A. III and S. G. West, "Validity of Self-evaluation of Ability: A Re-view and Meta-analysis," Journal of Applied Psychology, Vol. 67, No. 3, (1982).
March, J. C. and J. G. March, "Performance Sampling in Social Matches," Administrative Science Quarterly, Vol. 23, No. 3, (1978).
Mero, N. P. and S. J. Motowidlo, "Effects of Rater Accountability on the Ac-curacy and the Favorability of Performance Ratings," Journal of Ap-plied Psychology, Vol. 80, No. 4, (1995).
Meyer, H. H., "A Solution to the Performance Appraisal Feedback Enigma," Academy of Management Executive, Vol. 5, No. 1, (1991).
, "Self-appraisal of Job Performance," Personnel Psychology, Vol. 33, No. 2, (1980).
Morse, J. M. and P. A. Field, Qualitative Research Methods for Health Professionals, California: SAGE Publications, 1995.
Murphy, K. R. and J. N. Cleveland, Understanding Performance Appraisal: Social, Organizational, and Goal-based Perspectives, California: SAGE Publications, 1995.
and W. K. Balzer, "Rater Errors and Rating Accuracy," Journal of Applied Psychology, Vol. 74, No. 4, (1989).
, M. Garcia, S. Kerkar, C. Martin, and W. K. Balzer, "Relationship Between Observational Accuracy and Accuracy in Evaluating Per-formance," Journal of Applied Psychology, Vol. 67, No. 3, (1982).
Nozawa, H., "A Marketing Analysis of Japanese Outbound Travel," Tourism Management, Vol. 13, No. 2, (1992).
Ouchi, W. G., "The Relationship Between Organizational Structure and Or-ganizational Control," Administrative Science Quarterly, Vol. 22, No. 1, (1977).
, "A Conceptual Framework for the Design of Organizational Control Mechanisms," Management Science, Vol. 25, No. 9, (1979).
Parasuraman, A., V. A. Zeithaml, and L. L. Berry, "A Conceptual Model of Service Quality and Its Implications for Future Research," Journal of Marketing, Vol. 49, No. 4, (1985).
, , and , "SERVQUAL: A Multiple-item Scale for Measuring Consumer Perceptions of Service Quality," Journal of Retailing, Vol. 64, No. 1, (1988).
Persia, M. A. and R. J. Gitelson, "The Differences among Travel Agency Users in the Importance Ratings of Agency Service Features," Journal of Travel & Tourism Marketing, Vol. 1, No. 4, (1993).
Pollack, D. M. and L. J. Pollack, "Using 360O Feedback in Performance Ap-praisal," Public Personnel Management, Vol. 25, No. 4, (1996).
Prideaux, B. R., "Korean Outbound Tourism: Australia''s Response," Journal of Travel & Tourism Marketing, Vol. 7, No. 1, (1998).
Quiroga, I., "Characteristics of Package Tours in Europe," Annals of Tourism Research, Vol. 17, No. 2, (1990).
Ronan, W. W. and G. P. Latham, "The Reliability and Validity of the Critical Incident Technique: A Closer Look," Studies in Per-sonnel Psychology, Vol. 6, No. 1, (1974).
Ross, E. L. D. and S. E. Iso-Ahola, "Sightseeing Tourists'' Motivation and Satisfaction," Annals of Tourism Research, Vol. 18, No. 2, (1991).
Ryan, C. and A. Cliff, "Do Travel Agencies Measure Up to Customer Ex-pectation? An Empirical Investigation of Travel Agencies'' Service Quality as Measured by SERVQUAL," Journal of Travel & Tourism Marketing, Vol. 6, No. 2, (1997).
Saaty, T. L., "A Scaling Method for Priorities in Hierarchical Struc-tures," Journal of Mathematical Psychology, Vol. 15, No. 3, (1977).
, The Analytic Hierarchy Process, New York: McGraw-Hill, 1980.
Sanchez, J. I. and P. De La Torre, "A Second Look at the Relationship Be-tween Rating and Behavioral Accuracy in Performance Appraisal," Journal of Applied Psychology, Vol. 81, No. 1, (1996).
Schmidt, C. J., "The Guided Tour: Insulated Adventure," Urban Life, Vol. 7, No. 4, (1979).
Schneier, C. E. and R. W. Beatty, Performance Appraisal Sourcebook, Amherst, Massachusetts: Human Resource Development Press, 1979.
Schrader, B. W. and D. D. Steiner, "Common Comparison Standards: An Approach to Improving Agreement Between Self and Supervisory Performance Ratings," Journal of Applied Psychology, Vol. 81, No. 6, (1996).
Schuchat, M. G., "Comforts of Group Tours," Annals of Tourism Research, Vol. 10, No. 4, (1983).
Scott, W. D., "A Fourth Method of Checking Results in Vocational Selec-tion," Journal of Applied Psychology, Vol. 1, (1917).
Shrauger, J. S. and T. M. Osberg, "The Relative Accuracy of Self-predictions and Judgements by Others in Psychological Assessment," Psy-chological Bulletin, Vol. 90, No. 2, (1981).
Smircich, L. and R. J. Chesser, "Superiors'' and Subordinates'' Perceptions of Performance: Beyond Disagreement," Academy of Management Journal, Vol. 24, No. 1, (1981).
Smith, P. C. and L. M. Kendall, "Retranslation of Expectations: An Ap-proach to the Construction of Unambiguous Anchors for Rating Scales," Journal of Applied Psychology, Vol. 47, No. 2, (1963).
Spool, M. D., "Training Programs for Observers of Behavior: A Review," Personnel Psychology, Vol. 31, No. 4, (1978).
Steel, R. P. and N. K. Ovalle, "Self-appraisal Based upon Supervisory Feed-back," Personnel Psychology, Vol. 37, No. 4, (1984).
Thornton, G. C. III, "Psychometric Properties of Self-appraisal of Job Per-formance," Personnel Psychology, Vol. 33, No. 2, (1980).
Thornton, G. C, "The Relationship Between Supervisory and Self-appraisals of Executive Performance," Personnel Psychology, Vol. 21, (1968).
Tsaur, Sheng-Hshiung, Gwo-Hshiung Tzeng, and Kuo-Ching Wang, "Evaluating Tourist Risks from Fuzzy Perspectives," Annals of Tourism Research, Vol. 24, No. 4, (1997).
Vance, R. J., R. C. MacCallum, M. D. Coovert, and J. W. Hedge, "Construct Validity of Multiple Job Performance Measures Using Confirmatory Factor Analysis," Journal of Applied Psychology, Vol. 73, No. 1, (1988).
Villanova, P., "A Customer-based Model for Developing Job Performance Criteria," Human Resource Management Review, Vol. 2, No. 1, (1992).
Vogt, C. A. and D. R. Fesenmaier, "Tourists and Retailers'' Perceptions of Services," Annals of Tourism Research, Vol. 22, No. 4, (1995).
Wang, Y. and P. J. Sheldon, "The Sleeping Dragon Awakes: The Outbound Chinese Travel Market," Journal of Travel & Tourism Marketing, Vol. 4, No. 4, (1995).
Wherry, R. J. and C. J. Bartlett, "The Control of Bias in Ratings: A Theory of Rat