期刊論文| 1. | 林谷合、蕭櫓、彭耀平(20120800)。餐飲服務業中服務品質、互動強度與忠誠度關係之驗證：探討關係品質的中介角色。觀光休閒學報，18(2)，135-161。 延伸查詢 |
| 2. | Brysland, A.、Curry, A.(2001)。Service Improvements in Public Services Using SERVQUAL。Managing Service Quality，11(6)，389-401。  |
| 3. | 胡凱傑、賈凱傑、劉欣怡(20120300)。國道客運業服務品質風險評估之研究：以臺北新竹線為例。運輸計劃，41(1)，81-111。 延伸查詢 |
| 4. | 徐淑如、董和昇、羅雅嬪(20080100)。網路購物服務失誤、服務補救與顧客滿意度--期望不一致與知覺公平觀點。管理評論，27(1)，1-24。 延伸查詢 |
| 5. | 鄭榮郎(20120300)。整合DMAIC與風險管理探討ECFA本土汽車產業之發展策略。危機管理學刊，9(1)，15-26。 延伸查詢 |
| 6. | Swanson, Scott R.、Kelley, Scott W.(2001)。Attributions and Outcomes of the Service Recovery Process。Journal of Marketing Theory and Practice，9(4)，50-65。 |
| 7. | Chang, D. S.、Paul Sun, Kuo‐Lung(2009)。Applying DEA to enhance assessment capability of FMEA。International Journal of Quality & Reliability Management，26(6)，629-643。 |
| 8. | Bell, C. R.、Zemke, R. E.(1987)。Service Breakdown: The Road to Recovery。Management Review，76(10)，32-35。 |
| 9. | Chou, Chien-Chang、Liu, Li-Jen、Huang, Sue-Fen、Yih, Jeng-Ming、Han, Tzeu-Chen(2011)。An Evaluation of Airline Service Quality Using the Fuzzy Weighted SERVQUAL Method。Applied Soft Computing，11(2)，2117-2128。 |
| 10. | Hoare, Rui Jin、Butcher, K.(2008)。Do Chinese cultural values affect customer satisfaction/loyalty?。International Journal of Contemporary Hospitality Management，20(2)，156-171。 |
| 11. | Lee, Y. C.、Sheu, L. C.、Tsou, Y. G.(2008)。Quality function deployment implementation based on Fuzzy Kano model: An application in PLM system。Computer & Industrial Engineering，55(1)，48-63。 |
| 12. | Shahin, A.(2004)。Integration of FMEA and the Kano model: An exploratory examination。International Journal of Quality & Reliability Management，21(7)，731-746。 |
| 13. | Lin, Shu-Ping、Chan, Ya-Hui、Tsai, Ming-Chun(2009)。A transformation function corresponding to IPA and gap analysis。Total Quality Management & Business Excellence，20(8)，829-846。 |
| 14. | Sun, J.(2014)。How risky are services? An empirical investigation on the antecedents and consequences of perceived risk for hotel service。International Journal of Hospitality Management，37，171-179。 |
| 15. | Tsai, Ming-Chun、Lin, Chien-Lin(2014)。Bridge the Gaps: From Deficiency to Superior Service。Asia Pacific Journal of Tourism Research，19(4)，389-415。 |
| 16. | Tsai, M. C.、Chien, Y. Y.、Cheng, C. C.(2018)。Upgrading service quality of mobile banking。International Journal of Mobile Communications，16(1)，82-115。 |
| 17. | 陳慧齡、周雅婷、王麗娟(20170600)。利用醫療照護失效模式與效應分析。臺灣醫檢雜誌，32(2)，13-19。 延伸查詢 |
| 18. | Kaplan, R. S.、Mikes, A.(2012)。Managing risks: A new framework。Harvard Business Review，90(6)，48-60。 |
| 19. | 李聖瑋、楊清喬(20140600)。臺灣地區國際貨運承攬業物流服務失誤的關鍵管理能力之研究。航運季刊，23(2)，39-59。 延伸查詢 |
| 20. | MacCallum, Robert Charles、Hong, Sehee(1997)。Power analysis in covariance structure modeling using GFI and AGFI。Multivariate Behavioral Research，32(2)，193-210。 |
| 21. | Bentler, Peter M.(1990)。Comparative fit indexes in structural models。Psychological Bulletin，107(2)，238-246。 |
| 22. | 張旭華、呂鑌洧(20100100)。以整合性模式探討保險業服務設計與服務品質之提升。管理與系統，17(1)，131-157。 延伸查詢 |
| 23. | Brady, Michael K.、Cronin, J. Joseph Jr.(2001)。Some New Thoughts on Conceptualizing Perceived Service Quality: a Hierarchical Approach。Journal of Marketing，65(3)，34-49。 |
| 24. | Cheng, C. C.、Chen, C. T.(2018)。Creating excellent and competitive motels services。International Journal of Contemporary Hospitality Management，30(2)，836-854。 |
| 25. | 朱凱莙、張國基(2020)。醫院新型冠狀病毒（COVID-19）防疫感染管制與風險評估措施。工業安全衛生，371，9-28。 延伸查詢 |
| 26. | 莊秀文、劉淑芬、王崇昌、李挺宇(20200300)。醫療風險管理之預應式分析法的應用缺失探討。醫療品質雜誌，14(2)，34-41。 延伸查詢 |
| 27. | Parasuraman, Ananthanarayanan、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implications for Future Research。Journal of Marketing，49(4)，41-50。 |
| 28. | 湯玲郎、蔡金倉、于子文(20210600)。航空公司企業形象及服務品質對顧客滿意度及顧客忠誠度之研究。運輸計劃，50(2)，109-143。 延伸查詢 |
| 29. | Churchill, Gilbert A. Jr.、Surprenant, Carol(1982)。An investigation into the determinants of consumer satisfaction。Journal of Marketing Research，19(4)，491-504。 |
| 30. | Doll, William J.、Xia, Weidong、Torkzadeh, Gholamreza(1994)。A confirmatory factor analysis of the end-user computing satisfaction instrument。Management Information Systems Quarterly，18(4)，453-461。 |
| 31. | Song, H. J.、Yeon, J.、Lee, S.(2021)。Impact of the COVID-19 pandemic: Evidence from the U.S. restaurant industry。International Journal of Hospitality Management，92，1-7。 |
| 32. | Stevens, Pete、Knutson, Bonnie J.、Patton, Mark(1995)。Dineserv: A tool for measuring service quality in restaurants。Cornell Hotel and Restaurant Administration Quarterly，36(2)，56-60。 |
| 33. | 吳志揚、葉公鼎、李彩雲、古育庭、馮勝賢、李孟霖(20211200)。中華職棒大聯盟2020年季賽現場觀眾新冠肺炎風險管理認知與觀賽現場防疫舉措知覺之研究。臺灣體育運動管理學報，21(2)，147-174。 延伸查詢 |
| 34. | 張國基、朱凱莙(20200400)。校園因應嚴重特殊傳染性肺炎新型冠狀病毒(2019-nCoV)防疫風險管理應變計畫。工業安全衛生月刊，370，9-27。 延伸查詢 |
| 35. | 白凢芸、葉子明、陳佳恩(20190400)。應用PEM和FMEA探討高雄駁二藝術特區遊客滿意度。品質學報，26(2)，71-91。 延伸查詢 |
| 36. | 姚銘忠、張巍翰(20110600)。失效模式與效應分析及無線射頻識別技術於疫苗配送流程之應用。電子商務學報，13(2)，363-388。 延伸查詢 |
| 37. | 陳相訓、羅玉潔、林佳蓉、曾瑞君(20070000)。嚴重急性呼吸道症候群(SARS)對餐旅業之影響及應變措施分析。觀光餐旅評論，1(1)，105-129。 延伸查詢 |
| 38. | 黃祖猶(20180200)。失效模式與效應分析2017年版草案手冊FMEA表單簡介(上)。品質月刊，54(2)，24-33。 延伸查詢 |
| 39. | 劉孟芳、金大仁(20190800)。失效模式與效應分析(FMEA)應用於鋼構組立風險管理之研究。工業安全衛生月刊，362，28-55。 延伸查詢 |
| 40. | 鄭瑋弘、黃興祝(2016)。製造系統之經濟改善--由失效模式與系統動力觀點。明新學報，42(2)，37-56。 延伸查詢 |
| 41. | Altuntas, S.、Kansu, S.(2020)。An innovative and integrated approach based on SERVQUAL, QFD and FMEA for service quality improvement: A case study。Kybernetes，49(10)，2419-2453。 |
| 42. | Byrd, K.、Her, E.、Fan, A.、Almanza, B.、Liu, Y.、Leitch, S.(2021)。Restaurants and COVID-19: What are consumers' risk perceptions about restaurant food and its packaging during the pandemic?。International Journal of Hospitality Management，94。 |
| 43. | Chan, J.、Gao, Y. L.、McGinley, S.(2021)。Updates in service standards in hotels: How COVID-19 changed operations。International Journal of Contemporary Hospitality Management，33(5)，1668-1687。 |
| 44. | Chang, T. S.(2021)。Social distancing in retail: Influence of perceived retail crowding and self-efficacy on employees' perceived risks。Journal of Retailing and Consumer Services，62。 |
| 45. | Chang, Y. Y.、Cheng, C. C.(2022)。New insights into the measurement model of a new scale for evaluating restaurant service quality during major infectious disease outbreaks。International Journal of Contemporary Hospitality Management，34(5)，1629-1648。 |
| 46. | Chen, T. H.、Chiang, L. L.、Ma, C. C.、Chang, C. H.(2021)。Impact of a Banning Indoor Dining Policy on Restaurant Avoidance Behavior during the COVID-19 Outbreak。International Journal of Environmental Research and Public Health，18(14)。 |
| 47. | Chen, J.、Huang, J.、Su, W.、Štreimikienė, D.、Baležentis, T.(2021)。The challenges of COVID-19 control policies for sustainable development of business: Evidence from service industries。Technology in Society，66。 |
| 48. | Chen, C. C.、Zou, S.、Chen, M. H.(2022)。The fear of being infected and fired: Examining the dual job stressors of hospitality employees during COVID-19。International Journal of Hospitality Management，102。 |
| 49. | Cheng, C. C.、Wu, H. C.、Tsai, M. C.、Chang, Y. Y.、Chen, C. T.(2021)。Identifying the strategic implications of service attributes of wedding banquet halls for market competition and risk management。International Journal of Hospitality Management，92。 |
| 50. | Chi, C. G.、Ekinci, Y.、Ramkissoon, H.、Thorpe, A.(2022)。Evolving effects of COVID-19 safety precaution expectations, risk avoidance, and socio-demographics factors on customer hesitation toward patronizing restaurants and hotels。Journal of Hospitality Marketing & Management，31(4)，396-412。 |
| 51. | Doğan, S.(2020)。Identifying the Potential Effects of Coronavirus Prevention (Covid-19) on the Restaurants/Cafes and the Consumer Preferences After Post-Epidemic in Turkey。Turkish Studies，15(6)，415-432。 |
| 52. | Došen, Đ. O.、Škare, V.、Čerfalvi, V.、Benceković, Ž.、Komarac, T.(2020)。Assessment of the Quality of Public Hospital Healthcare Services by using SERVQUAL。Acta Clinica Croatica，59(2)，285-292。 |
| 53. | Gu, Z.、Wang, L.、Chen, X.、Tang, Y.、Wang, X.、Du, X.、Guizani, M.、Tian, Z.(2021)。Epidemic risk assessment by a novel communication station based method。IEEE Transactions on Network Science and Engineering，9(1)，332-344。 |
| 54. | Göral, R.(2015)。Online customer reviews on restaurants and expert opinions: An integrated approach。European Journal of Interdisciplinary Studies，1(2)，9-19。 |
| 55. | Hakim, M. P.、Zanetta, L. D.、Cunha, D. T.(2021)。Should I stay, or should I go? Consumers' perceived risk and intention to visit restaurants during the COVID-19 pandemic in Brazil。Food Research International，141。 |
| 56. | Hu, X.、Yan, H.、Casey, T.、Wu, C. H.(2021)。Creating a safe haven during the crisis: How organizations can achieve deep compliance with COVID-19 safety measures in the hospitality industry。International Journal of Hospitality Management，92。 |
| 57. | Jafari, K.、Özduran, A.、Saydam, M. B.(2021)。Hospitality and tourism industry amid COVID-19 pandemic: voices from small Mediterranean town。International Hospitality Review，37(2)。 |
| 58. | Jeon, H. M.、Sung, H. J.、Kim, H. Y.(2020)。Customers' acceptance intention of self-service technology of restaurant industry: expanding UTAUT with perceived risk and innovativeness。Service Business，14，533-551。 |
| 59. | Jiang, W.、Xie, C.、Zhuang, M.、Tang, Y.(2017)。Failure mode and effects analysis based on a novel fuzzy evidential method。Applied Soft Computing，57，672-683。 |
| 60. | Kim, J.、Kim, J.、Wang, Y.(2021)。Uncertainty risks and strategic reaction of restaurant firms amid COVID-19: Evidence from China。International Journal of Hospitality Management，92。 |
| 61. | Koomsap, P.、Charoenchokdilok, T.(2018)。Improving risk assessment for customer-oriented FMEA。Total Quality Management & Business Excellence，29(13/14)，1563-1579。 |
| 62. | Kornack, J.、Williams, A. L.、Johnson, K. A.、Mendes, E. M.(2020)。Reopening the Doors to Center-Based ABA Services: Clinical and Safety Protocols During COVID-19。Behavior Analysis in Practice，13，543-549。 |
| 63. | Kwon, K. S.、Park, J. I.、Park, Y. J.、Jung, D. M.、Ryu, K. W.、Lee, J. H.(2020)。Evidence of Long-Distance Droplet Transmission of SARS-CoV-2 by Direct Air Flow in a Restaurant in Korea。Journal of Korean Medical Science，35(46)。 |
| 64. | Lee, V. J.、Chiew, C. J.、Khong, W. X.(2020)。Interrupting transmission of COVID-19: lessons from containment efforts in Singapore。Journal of Travel Medicine，27(3)，1-5。 |
| 65. | Lee, W. S.、Park, S.、Jung, J.、Mun, S.、Jung, J.(2021)。A study on tourists' perceived risks from COVID-19 using Q-methodology。Asia Pacific Journal of Tourism Research，26(10)，1057-1069。 |
| 66. | Li, Y.、Tang, J.、Luo, X.、Xu, J.(2009)。An integrated method of rough set, Kano's model and AHP for rating customer requirements' final importance。Expert Systems with Applications，36(3)，7045-7053。 |
| 67. | Li, B.、Zhong, Y. Y.、Zhang, T.、Hua, N.(2021)。Transcending the COVID-19 crisis: Business resilience and innovation of the restaurant industry in China。Journal of Hospitality and Tourism Management，49，44-53。 |
| 68. | Liu, M. T.、Wang, S.、McCartney, G.、Wong, I. A.(2021)。Taking a break is for accomplishing a longer journey: hospitality industry in Macao under the COVID-19 pandemic。International Journal of Contemporary Hospitality Management，33(4)，1249-1275。 |
| 69. | Mayadev, J.、Dieterich, S.、Harse, R.、Lentz, S.、Mathai, M.、Boddu, S.、Kern, M.、Courquin, J.、Stern, R. L.(2015)。A failure modes and effects analysis study for gynecologic high-dose-rate brachytherapy。Brachytherapy，14(6)，866-875。 |
| 70. | Mendocilla, M.、Miravitlles Matamoros, P.、Matute, J.(2021)。QUICKSERV: a service quality assessment tool for the quick-service restaurant industry。British Food Journal，123(13)，241-259。 |
| 71. | Nittayasoot, N.、Samphao, R.、Poobua, K.、Suphanchaimat, R.(2020)。A Cluster of Coronavirus Disease (COVID-19) Cases Linked to a Restaurant during Early Local SARS-CoV-2 Transmission in Thailand。OSIR Journal，13(2)，64-70。 |
| 72. | Nurwahyudi, N.、Rimawan, E.(2021)。Analysis of customer satisfaction in freight forwarder industry using Servqual, IPA and FMEA methods。Pomorstvo，35(1)，109-117。 |
| 73. | Limbong, R. Priskila、Rahmat Syah, Tantri Yanuar、Anindita, Ratya、Moelyono(2019)。Risk management for startup company: A case study of healthy kitchen restaurant and catering。Russian Journal of Agricultural and Socio-Economic Sciences，2(86)，267-272。 |
| 74. | Shan, H.、Tong, Q.、Shi, J.、Zhang, Q.(2021)。Risk Assessment of Express Delivery Service Failures in China: An Improved Failure Mode and Effects Analysis Approach。Journal of theoretical and applied electronic commerce research，16(6)，2490-2514。 |
| 75. | Shil, N. C.、Das, B.(2012)。Satisfaction management in retail financial services: an analysis of gap in perceived quality。International Journal of Financial Services Management，5(3)，256-271。 |
| 76. | Sun, S.、Jiang, F.、Feng, G.、Wang, S.、Zhang, C.(2022)。The impact of COVID-19 on hotel customer satisfaction: evidence from Beijing and Shanghai in China。International Journal of Contemporary Hospitality Management，34(1)，382-406。 |
| 77. | Teeroovengadum, V.、Seetanah, B.、Bindah, E.、Pooloo, A.、Veerasawmy, I.(2021)。Minimizing perceived travel risk in the aftermath of the COVID-19 pandemic to boost travel and tourism。Tourism Review,，76(4)，910-928。 |
| 78. | Wen, H.、Kwon, J.(2017)。Restaurant servers' risk perceptions and risk communication-related behaviors when serving customers with food allergies in the U.S.。International Journal of Hospitality Management，64，11-20。 |
| 79. | Wu, H. C.、Mohi, Z.(2015)。Assessment of Service Quality in the Fast-Food Restaurant。Journal of Foodservice Business Research，18(4)，358-388。 |
| 80. | Yang, Y. Y.、Koh, Y.(2022)。Is restaurant crowdfunding immune to the COVID-19 pandemic?。International Journal of Contemporary Hospitality Management，34(4)，1353-1373。 |
| 81. | Yan, J.、Kim, S.、Zhang, S. X.、Foo, M. D.、Alvarez-Risco, A.、Del-Aguila-Arcentales, S.、Yáñez, J. A.(2021)。Hospitality workers' COVID-19 risk perception and depression: A contingent model based on transactional theory of stress model。International Journal of Hospitality Management，95。 |
| 82. | Yenerall, J.、Jensen, K.、Chen, X.、Yu, T. E.(2022)。COVID-19 risk perception and restaurant utilization after easing in-person restrictions。Food Policy，107。 |
| 83. | Yost, E.、Cheng, Y.(2021)。Customers' risk perception and dine-out motivation during a pandemic: Insight for the restaurant industry。International Journal of Hospitality Management，95。 |
| 84. | Fornell, Claes R.、Larcker, David F.(1981)。Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics。Journal of Marketing Research，18(3)，382-388。 |
| 85. | Marković, S.、Raspor, S.、Šegarić, K.(2010)。Does restaurant performance meet customers’ expectations? An assessment of restaurant service quality using a modified DINESERV approach。Tourism and Hospitality Management，16(2)，181-195。 |