| 期刊論文1. | Martin, William B.(1986)。Measuring and improving your service quality。Cornell Hotel and Restaurant Administration Quarterly,27(1),80-87。 | 2. | Shostack, G. L.(198704)。Breaking Free from Product Marketing。Journal of Marketing。 | 3. | 何怡平(199504)。「陽光、空氣、花和水」咖啡店--座位週轉率再提高。錢雜誌,152-154。 延伸查詢 | 4. | 張部琦(19950801)。大居酒屋時代來臨。日本文摘,142-146。 延伸查詢 | 5. | Berry, L.(1980)。Service Marketing Is Different。Harvard Business Review,May-June。 | 6. | Brogowiez, A. A.、Delene, L. M.、Lyth, D. M.(1990)。A Synthesized Service Quality Model with Managerial Implications。International Journal of Service Industries Management,1(1),27-45。 | 7. | Day, Em Fall(1992)。Conveying Service Quality Through Advertising。The Journal of Services Marketing,6(4),53-61。 | 8. | Jones, N.(1983)。The Restaurant: A Place for Quality Control and Product Maintenance。International Journal of Hospitality Management,2(2),93-100。 | 9. | Plymire, J.(1991)。Complaints as Opportunities。Journal of Consumer Marketing,8(2),39-43。 | 10. | Oliva, Terence A.、Oliver, Richard L.、MacMillan, Ian C.(1992)。A catastrophe model for developing service satisfaction strategies。Journal of Marketing,56(3),83-95。 | 研究報告1. | 劉宗其(1991)。華新牛排個案研究報告。 延伸查詢 | 圖書1. | Lovelock, C. H.(1984)。Service Marketing Text Cases。Reading, MA:Prentice-Hall。 | 2. | Lundberg, D. E.、Walker, J. R.(1993)。The Restaurant from Concept to Operation。NY:John Wiley & Sons, Inc.。 | 3. | Powers, T.(1992)。Introduction to Management in The Hospitality Industry。NY:John Wiley & Sons, Inc.。 | 4. | Zeithaml, Valarie A.、Parasuraman, Parsu A.、Berry, Leonard L.(1990)。Delivering quality service: Balancing customer perceptions and expectations。New York, NY:Free Press。 | 其他1. | 李玉文(19940326)。速食店丟垃圾--紅外線感應--垃圾箱芝麻開門。 延伸查詢 | 2. | 李河水(1995)。臺灣食品消費,1995食品餐飲特刊。 延伸查詢 | 3. | 何怡平(19930420)。商業午餐食大餅。 延伸查詢 | 圖書論文1. | Stevens, P.、Knutson, B.、Patton, M.(199504)。Dineserv: A Tool for Measuring Service Quality in Restaurants。The Cornell Hotel and Restaurant Administration Quarterly。 | 2. | 李靜娟(1995)。外食人口--「食」事知多少。臺北國際農產暨食品工業展消費食品專輯。 延伸查詢 | 3. | King, C. A.(1984)。Quality Controls in Hospitality Service Operation。The Consultant。 | 4. | Rosander, A. C.(198009)。Is The Challenge Being Met. Quality Progress。Service Industry QC。 | 5. | Shostock, G. L.(1985)。Planning The Service Encounter。The Service Encounter。Massachusetts:Lexington Books。 | 6. | Zeithaml, Valarie A.(1981)。How Consumer Evaluation Processes Differ Between Goods and Services。Marketing of Services。Chicago:American Marketing Association。 | |