| 期刊論文1. | 石豐宇(2003)。航空公司聯營競爭行為模式之建立。中央研究院學術調查研究資料庫通訊季刊,5,16-17。 延伸查詢 | 2. | 楊政樺、張新立(20050600)。以關鍵事件技術及劇場理論探討航空公司服務遞送滿意之研究--以臺港航線為例。運輸計劃,34(2),261-291。 延伸查詢 | 3. | Smith, Ruth Ann、Houston, Michael J.(1985)。A Psychometric Assessment of Measures of Scripts in Consumer Memory。Journal of Consumer Research,12(2),214-224。 | 4. | Bross, Irwin D. J.(1958)。How to Use Ridit Analysis。Biometrics,14(1),18-38。 | 5. | Proussaloglou, K.、Koppelman, F.(1995)。Air Carrier Demand -- An Analysis of Market Share Determinants。Transportation,22(4),371-388。 | 6. | Flanagan, John C.(1954)。The Critical Incident Technique。Psychological Bulletin,51(4),327-358。 | 7. | Andersson, B. E.、Nilsson, S. G.(1964)。Studies in the Reliability and Validity of the Critical Incident Technique。Journal of Applied Psychology,48(6),398-403。 | 8. | Tsaur, Sheng-Hshiung、Chang, Te-Yi、Yen, Chang-Hua(2002)。The Evaluation of Airline Service Quality by Fuzzy MCDM。Tourism Management,23(2),107-115。 | 9. | Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。Communication and Control Processes in the Delivery of Service Quality。Journal of Marketing,52(2),35-48。 | 10. | Grove, Stephen J.、Fisk, Raymond P.、Bitner, Mary Jo(1992)。Dramatizing the service experience: A managerial approach。Advances in Services Marketing and Management,1(1),91-121。 | 11. | Lawshe, C. H.(1975)。A quantitative approach to content validity。Personnel Psychology,28(4),563-575。 | 12. | Chandon, Jean‐Louis、Leo, Pierre‐Yves、Philippe, Jean(1997)。Service Encounter Dimensions--A Dyadic Perspective: Measuring the Dimensions of Service Encounters as Perceived by Customers and Personnel。International Journal of Service Industry Management,8(1),65-86。 | 研究報告1. | 交通部民用航空局(2000)。民航統計月報。 延伸查詢 | 圖書1. | 交通部民用航空局(2000)。民航政策白皮書。 延伸查詢 | 2. | 李田樹、Carlzon, Jan(1988)。關鍵時刻--顧客導向的經營策略。臺北:長河出版社。 延伸查詢 | 3. | 林繼國、鄒遠興、楊弘道、陳佩棻、蕭傑諭(1999)。開放天空政策之影響評估。交通部運輸研究所。 延伸查詢 | 4. | Grove, S. J.、Fisk, R. P.(1989)。Impression Management in services marketing: A Dramaturgical Perspective, Impression management in the organization。Hillsdale, New Jersey:Lawrence Erlbaum Associates, Inc.。 | 5. | IATA(2002)。Passenger Services Conference Resolutions Manual。Montreal:International Air Transport Association。 | 6. | Levy, Sidney J.、Rook, D. W.(1999)。Brands, Consumers, Symbols and Research: Sidney J. Levy on Marketing。Thousand Oaks, California:Sage Publications。 | 7. | Turner, M. L.(2001)。How to Think Like the World's Greatest New Media Moguls。New York:McGraw-Hill Company。 | 8. | Koch, R.(1998)。The 80/20 Principle: The Secret of Achieving More with Less。New York, NY:Currency。 | 9. | Agresti, A.(1984)。Analysis of Ordinal Categorical Data。New York:John Wiley & Sons。 | 10. | Berry, Leonard L.、Parasuraman, A.(1991)。Marketing services: Competing through quality。The Free Press。 | 11. | Schnaars, S. P.(1991)。Marketing Strategy--A Customer-driven Approach。New York:The Free Press:A Division of Macmillan, Inc.。 | 12. | Hill, C. W. L.、Jones, G. R.(2004)。Strategic Management Theory: An Integrated Approach。Houghton Mifflin Company。 | 13. | 潘淑滿(2003)。質性研究:理論與應用。臺北市:心理出版社股份有限公司。 延伸查詢 | 14. | Goffman, Erving(1959)。The Presentation of Self in Everyday Life。Doubleday。 | 圖書論文1. | Stauss, B.、Hentschel, B.(1992)。Attribute-Based Versus Incident-Based Measurement of Service Quality: Results of an Empirical Study within the German Car Service Industry。Quality Management in Service。Assen。 | |