一、中文部分

池田大作(2006)，通向新民眾時代的和平大道，台北：正音文化事業有限公司。

李銘祥(2009)，我國金融產業購併後組織認同與組織承諾之研究，國立台北大學企業管理學系未出版之博士論文。

房美玉(2002)，員工招募、甄選，人力資源管理的12 堂課，台北：天下遠見出版。

林文政(2006)，薪酬制度與管理，台北：國立空中大學。

林怡君(2010)，服務人員特質、關係品質與顧客行為意圖關係之研究，中國文化大學國際企業管理研究所未出版之博士論文。

林彩梅(2011)，多國籍企業論(7版)，台北：五南文化事業發行。

林彩梅(2014)，全球企業與員工士氣，多國籍企業學術研討會論文集，台北：中國文化大學商學院。

柯惠鴻(2004)，甄選工具與工作績效之關聯性分析－以C公司為例，企業人力資源管理實務專題研究成果發表會論文集，桃園：中央大學人力資源管理研究所。

高雅鈴(2012)，客艙組員工作產出及其前因之研究，國立成功大學交通管理學系碩博士班未出版之博士論文。

許士軍(1998)，管理學，台北：東華書局。

陳竹慧(2014)，領導風格與工作投入之關係兼論教育訓練之干擾影響－以國際線空服員為例，中國文化大學國際企業管理研究所未出版之博士論文。

陳思倫，宋秉明，林連聰(1995)，觀光學概論，台北：國立空中大學。

陳蓉美(1995)，1995年我國百貨業顧客滿意度調查報告，台北：商業現代雙週刊，16，125-137。

黃大瑋(2013)，和平文化經營理念與組織承諾關係並兼論異文化管理之中介效果，中國文化大學國際企業管理研究所未出版之博士論文。

黃同圳(2002)，人力資源管理策略，人力資源管理的12 堂課，台北：天下遠見出版。

溫永松(2009)，值得信賴、信任、價值、滿意度與忠誠度關係之研究－以國際航空旅客為例，國立台北大學企業管理學系未出版之博士論文。

蔡木霖(2002)，公賣局獎酬結構改變對組織公平、組織承諾、工作滿足及績效的影響，國立台北大學企業管理學系未出版之博士論文。

賴宛琳(2013)，結合高薪與夢想空服員正夯，台北：看雜誌。

謝安田(2006)，企業研究方法論，彰化：著者發行。

謝安田(2008)，人力資源管理，彰化：著者發行。

二、英文部分

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Adkin, D. C. (1983). Personal factors in industry. New York.

Baron, R. M., & Kenny, D. A. (1986). The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic and Statistical Considerations. Journal of Personality and Social Psychology, 51(6), 1173-1182.

Bewley, T. F. (1995). A depressed labor market as explained by participants. The American Economic Review, 85(2), 250-254.

Bhattacharya, C. B., Rao, H., & Glynn, M. A. (1995). Understanding the Bond of Identification: An Investigation of its Correlates among Museum Members. Journal of Marketing, 59(4), 46-57.

Cardozo, R. N. (1965). An experimental study of customer effort expectation and satisfaction. Journal of Marketing Research, 2(3), 244-249.

Carlisle, H. M. (1976). Management: Concepts and Situations. Chicago: Science Research Associates.

Chan, S. H. (2006). Organizational Identification and Commitment of Members of a Human Development Organization. Journal of Management Development, 25(3), 249-268.

David, H. Rosenbloom (2004). Public Administration: Understanding Management, Politics, and Law in the Public Sector. New York: McGraw-Hill.

Davis, K., & Newstrom, J. W. (1989). Human Behavior at Work: Organizational Behavior. New York: McGraw-Hill.

DeCenzo, D. A., & Robbins, S. P. (1996). Human resource management (5th ed.). New York: Johnwiley & Sons.
Deming, W. E. (1993). The new economics. Cambridge, Massachusetts: MIT Press.

Dessler, G. (1994). Human Resource Management. London: 6th Edition, Prentice Hall.

DeVellis, R. F. (1991). Scale Development Theory and Applications. London: SAGE.

Elsbach, K. D., & Glynn, M. A. (1996). Believing Your Own "PR": Embedding Identification in Strategic Reputation. In J. A. C. Baun and J. E. Dutton (Eds.), Advances in Strategic Management, 66-88. Greenwich, CT: JAI Press.

Ferris, G. R., Buckley, M. R., & Allen, G. M. (1992). Promotion Systems in Organizations. Human Resource Planning, 15(3), 47-68.

Fey, C. F., I. Bjorkman, & A. Pavlovskaya (2000). The effect of human resource management practices in firm performance in Russia. International Journal of Human Resource Management, 11(1), 1-18.

Fornell, C. (1992). A national customer satisfaction barometer: the Swedish experience. Journal of Mareting, 56(1), 1-18.

Gay, L. R. (1992). Educational Research Competencies for Analysis and Application. New York: Macmillan.

Gilley, J. W., & Eggland, S. A. (1989). Principles of human resource development. Addison-Wesley Publishing Company, Inc.

Hallowell, R., Schlesinger L. A., & Zornitsky, J. (1996). Internal Service Quality, Customer and Job Satisfaction: Linkages and Implications for Management. Human Resource Planning, 19(2), 20-31.

Henkoff, R. (1994). Getting beyond downsizing. Fortune,129, 58-64.

Hochschild, A. R. (1983). The Managed Heart: Commercialization of Human Feeling. Berkeley: University of California Press.

Homans, G. G. (1961). Social Behavior: It’s Elementary Forms, Harcourt, and Brace. New York.

Jans N. A. (1982). The nature and measurement of work involvement. Journal of Occupational Psychology, 55, 57-67. Great Britain.

Jucius, M. J. (1976). Personnel Management (8th ed.). Illinois: Richard D. Irwin.

Kanungo, R. N. (1982). Measurement of Job and Work Involvement. Journal of Applied Psychology, 67(3), 341-349.

Katz, D., & Kahn, R. L. (1978). The social psychology of organizations (2nd ed.). New York: Wiley.

Knippenberg, D. V., & van Schie, E. C. M. (2000). Foci and Correlates of Organizational Identification. Journal of Occupational and Organizational Psychology, 73, 137-147.

Kotler, P. (1994). Marketing Management: Analysis, Planning, Implementation and Control (6th ed.). Prentice-Hall.

Laliberty, R. & Christopher, W. I. (1986). Health care labor relations: A guide for the 80s. Baltimore: National Health Publishing, 185-186.

Lee, H. J. (2004). The Role of Competence-based Trust and Organization in Continuous Improvement. Journal of Managerial Psychology, 19(6), 623-639.

Lodahl, T. M., & Ketner, M. (1965). The definition and measurement of job involvement. Journal of Applied Psychology, 49(1), 24-33.

MacDuffie, J. P. (1995). Human resource bundles and manufacturing performance : Organizational logic and flexible production systems in the world auto industry. Industrial and Labor Relations Review, 48,197-221.

Mael, F., & Ashforth, B. E. (1992). Alumni and Their Alma Mater: A Partial Test of the Reformulated Model of Organizational Identification. Journal of Organizational Behavior, 13, 103-123.

Makawatsakul, N., & Kleiner, B. H. (2003). The effect of downsizing on morale and attrition. Management Research News, 26(2/3/4), 52-62.

Miller, V. D., Allen, M., Casey, M. K., & Johnson, J. R. (2000). Reconsidering the Organizational Identification Questionnaire. Management Communication Quarterly, 13(4), 626-658.

Moller, K., & Halinen, A. (2000). Relationship Marketing theory: its roots and direction. Journal of Marketing Management, 16, 29-54.

Moorman, R. H. (1991). Relationship between organizational justice and organizational citizenship behaviors; Do fairness perceptions influence employee citizenship?. Journal of Applied Psychology, 76(6), 845-855.

Noe, R. A., Hollenbeck, J. R., Gerhart, B., & Wright, P. M. (2002). Human Resource Management: Gaining a Competitive Advantage. Boston: McGraw- Hill Companies, In. McGraw- Hill/Irwin publishing.

Ostrowski, P. L., O'Brien, T. V., & Gordon, G. L. (1993). Service quality and customer loyalty in the commercial airline industry. Journal of Travel Research, 32, 16-24.

Ouchi, W. G. (1980). Market, Bureaucracies and Clan, Administrative Science Quarterly, 25, 129-141.

Parasuraman, A., Zeithaml, V. A., & Berry L. L. (1996). The Behavioral Consequences of Service Quality. Journal of Marketing, 60(2), 31-46.

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Paullay, I. M., Alliger, G. M., & Stone-Romero, E. F. (1994). Construct validation of two instruments designed to measure job involvement and work centrality. Journal of Applied Psychology, 79(2), 224-228.

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Zhao, R. R. (2009). Productive low morale. Economics Letters, 103(1), 18-22.