一、中文部分
王婷怡，「顧客滿意、服務品質及服務價值相關性之研究」，國立交通大學管理科學研究所碩士論文，民國85年。
方世榮譯，「關係行銷」，John Egan, (2001), “ Relationship Marketing” ,1st ed, Pearson Education Limited.，五南圖書出版公司，民國94年。
余朝權與葉晶雯，「航空客運業之知覺品質與其前因變項之分析」，東吳經濟商學學報，第23期，頁109-140，民國87年。
余朝權，「大台北都會消費者本國中心傾向與對外國服務品牌態度之關係：以國際航空客運業為例」，東吳經濟學商學學報，第52期，頁151-174，民國95年。
吳師豪「關係品質與關係結果之研究」，國立台北大學企業管理系博士論文。民國93年。吳則雄，「台灣餐飲業顧客互動、服務品質、信任與顧客忠誠度關係之研究─以中南部國際觀光旅館餐廳為例」，國立成功大學高階管理碩士論文，民國96年。
邱皓政，「結構方程模式」，雙葉書廊有限公司，民國93年。
李茂興、戴靖惠與吳偉慈編譯，「服務業的行銷與管理」， Swartz, Teresa. A. and Dawn, Iacobucci. (2000), “Handbook of Services Marketing and Management”, 1st ed, Sage publication, Inc.，弘智文化事業公司，民國91年。
范惟翔審訂，「服務業行銷」，Christopher Love Lock, Jochen Wirtz, Hean Tat Keh and Xiongwen Lu (2006), 「Services Marketing In Asia」，培生教育出版集團，民國95年。
許慧娟，「顧客滿意、服務品質與服務價值關係之研究─以零售產業之實證」，中原大學企業管理學系碩士論文，民國82年。
莊維浩，「服務品質、服務價值與顧客滿意度關係之研究─以百貨公司為例」，東吳大學企業管理學系碩士論文，民國86年。
張淑青，「價格知覺對顧客滿意影響之研究—以觀光旅遊為例」，國立台北大學企業管理系博士論文，民國89年。陳方元，「台灣地區航空公司顧客關係利益與忠誠度關係之研究」，國立成功大學博士論文，民國95年。陳順宇，「多變量分析」，華泰文化事業公司，民國93年。
黃營杉與汪志堅編譯，「研究方法」，Kerlinger, F.N. and H.B. Lee (2000). Foundations of Behavioral Research, 4th ed., Thomson Learning Inc.，華泰文化事業公司，民國91年。
黃鵬飛編譯，「服務行銷」，Valarie A.Zeithanl and Mary Jo Bitner (2000), Services Marketing Integration Customer Focus Across the Firm, 2nd ed, Mc Graw-Hill, Inx.華泰文化事業公司，民國90年。
孫希聖，「休閒旅館認證制度與關係行銷之研究」，國立嘉義大學事業管理研究所碩士論文，民國96年。
鄧貴卉，「社會責任、公司形象、服務品質與顧客忠誠度之相關性研究─以壽險業為例」，國立中正大學企業管理研究所碩士論文，民國88年。
葉宴伶，「消費者購買行為對顧客滿意度與顧客忠誠度之關連性研究─以冷凍調理食品產業為例」，中原大學國際貿易學系碩士論文，民國94年。
廖仁瑋，「電信網路業之服務品質、顧客滿意度與顧客忠誠度關係之研究─以台灣個人用戶市場為例」，國立東華大學企業管理學系碩士論文，民國95年。
鍾育明，「信任機制對網路交易意圖影響之研究」,國立台北大學企業管理系博士論文，民國93年。謝依靜與吳嘉慧，「金融服務業顧客關係利益與忠誠度關係之研究」，台灣管理學刊第4卷第2期，頁227-237，民國93年。
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