一、中文部分
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吳武忠，范世平，王蘭薰，蕭偉權(2010)，民用機場行銷策略之研究－以廈門高崎機場為例，休閒事業研究，8(3)，60-81。
周聰佑，許嘉倫(2008)，產品創新對顧客忠誠度影響之探討，朝陽商管評論，7(1)，1-26。
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林玥秀，黃文翰，黃毓伶(2003)，服務失誤及服務補救之類型分析－以台灣地區之餐廳為例，觀光研究學報，9(1)，39-59。凌儀玲，周逸衡，楊俊明(2007)，認知腳本失驗歸因過程：對等推論之干擾效果，管理學報，24(3)，277-288。高力行(2002)，商業友誼對服務品質、顧客滿意與顧客忠誠影響之研究－以汽車修護業與產險業為例，朝陽科技大學企業管理研究所未出版之碩士論文。
陳順宇(2004)，多變量分析(3版)，台北：華泰書局。
劉宗其，李奇勳，黃吉村，渥頓(2001)，服務失誤類型，補償措施與再惠顧率之探索性研究－以CIT 法應用於餐飲業為例，管理評論，20(1)，65-97。鄭紹成，陳鉦達(2004)，企業形象、服務補救期望與補救滿意度關係之研究，中原企管評論，2(2)，147-174。
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