| Reference: | 參考書目:
一、英文部分:
1. Ackerman , R. B., P. E. Plsek and G. J. Sarette." Quality Tools: Meeting the Needs of Tomorrow`s Industry", Ouality Progress (Oct. 1986): 61-65.
2. Barry. Berman. Joel R. Evans; "Retail Management: A Strategic Approach" , (New York: Macmillan Publishing Co. Inc ., 1978)
3. Chase, Richard B. "Where Does the Customer Fit In Service Operation?" H.B.R. (Nov.-Dec. 1978) :137-142.
4. Cornell, Leonard, "Quality Circles in the Service Industries", Quality Progress (June 1984) :22-24.
5. Crosby. P. B. ;"Quality is Free" , (New York: McGraw-Hill Book Co ., 1979)
6. Fortuna. Ronald M.; "Beyond Quality: Taking SPC Upstream" Quality Progress (June 1988) :29-31.
7. Garvin, David A. ; "What Does Product Quality Really Means". Sloan Management Review (Fall 1984):25-43.
8. Hangle , Robert H.; "Communication the Quality Commitment" Quality Progress (May. 1989): 90-93.
9. Heskett. James L. "Lessons in the Service Sector" ,H. B. R. (Mar-Apr. 1987): 122-123.
10. Hostage, G. M. "Quality Control in a Service Business" H.B.R (July-August 1975) :98-106.
11. Juran, J. M.; "Quality Control Handbook" , (3rd edition) (New York: McGraw-Hill Book Co.,1974)
12. Juran, J. M. ;"A Universal Approach to Managing for Quality", Quality Progress (Dec. 1986): 19-24.
13. King, Carol A. ; "Framefork for a Service Quality Assurance System", Quality Progress (Sept. 1987):29 .
14. Koter , Philips ;"the Principle of Marketing". (Prentice Hall Ltd. 1987)
15. Levitt, Theodore; "Production-line Approach to Service" H. B. R. (Sept.-Oct. 19(2) :41-52.
16. Lovelock, Christopher H., "Classifying Services to Gain Strategic Marketing Insights" , Journal of Marketing(Summer 1983) :9-20.
17. Lynn, Shostack G ., "Service Positioning Through Structural Change" ,Journal of Marketing 51 (January 1987) :34-43.
18. Magrath, A. J. "When Marketing Services,4 Ps Are not Enough ", Business Horizons(May-June 1986) :44-50.
19. Marr, Jeffery W., "Letting the Customer be the Judge of Quality", Quality Progress (Qct. 1986) :46-49.
20: Parasuraman, A. , Valarie A. Zeithaml , Leanard L. Berry; "A Conceptual Model of Service Quality and Its Implication For Future Research" , Journal of Marketing (Fall 1985) :42
21. Parasuraman, A ., Valarie A. Zeithaml , Leanard L. Berry "SERVQUAL: A Muitiple-Item Scale for Measuring Consumer Perceptions of Service Quality" ,Journal of Retailing (Spring 1988):12-41.
22. Parasuraman, A. ,Valarie A. Zeithaml , Leanard L. Berry "communication & Control Processes in the Delivery of Service Quality" , Journal of Marketing (APR. 1988):35-48.
23. Rogers, Harry G.; "Quality Means Delivering the Value That Your Customers Paid For" , Quality Progress (October 1988):23-28.
24. Rosander, A. C. "Service Industry QC--Is The Challenge being Met" ,Quality Progress (Sept. 1980) :34-35.
25. Ross. Joel E., "Quality Gap: Causes and Cures", Industrial Management (Sep. -Oct. 1984): 19-24.
26. Sasser. W. E. Jr., "Match Supply and Demand in Service Industries" . H.B.R. (Nov.-Dec. 1976):133-138.
27. Sasser, W. E. Jr., R. Paul Olsen D. Dayrl Wyckoff; "Management of Service Operations ̈ , (Allyn and Bacon Inc. 1978)
28. Scanlon, Frank. John T. Hagan; "Quality Management for the Service Industries--Part 1 & Part 2" , Quality Progress (May 1983 P.18-23 & June 1983 P30-35).
29. Shetty , Y. K. , Joel E. Ross ;"Quality and its Management: in Service Business" . Industrial Management (Nov-Dec. 1985):10-12.
30. Surprenant, Carol F. and Michael R. Solomon ,"Predictability and Personalization in the Service Encounter" ,Journal of Marketing(Apr. 1987) :86-96.
31. Townsend, Patrick L. ;"Insurance Firm Shows that Quality has Value", Quality Progress(June 1985):42.
32. Zimmerman, Charles D. ;"Ouality : key to Service Productivity", Ouality Progress (June 1985) :32.
二、中文部份:
1. 工商時報,1990,1,14.
2. 工商時報,1989,10,21.
3. 工商時報,1989,12,28.
4. 工商時報,1989,11,2.
5. 工商時報,1989,7.26.
6. 工商時報,1989,7,26.
7. 民生報,1989,11,19.
8. 林英峰著，"現代生產與作業管理"，(商略印書館，民國七十四年元月修訂三版)。
9. 林英峰著，"服務業作業系統之設計"，管科會服務業管理研討會論文集，(民國七十六年)。
10. 李奇勳著，"便利商店顧客商店印象之研究"，(成大工研所碩士論文，民國七十四年六月)。
11. 杉本辰夫著，盧淵源譯，"事務、營業、服務的品質管制"，(中興管理顧問公司，民國七十五年)。
12. 周文賢著，"多變量方法理論與應用"，東華出版社。
13.簡明章著，"如何檢查服務品質與提供服務水準"，企業經理月刊(民國七十六年五月十日):頁26-27。
14. 張蜀雲著，"服務業品管"，工商雜誌(民國七十七年三月):頁22-23。
15. 廖勝三著，"臺灣地區超級商店及便利商店經營之研究"，(成大工研所碩士論文，民國六十七年六月)。
16. 零售雜誌，第八十九期。
17. Heskett, James L. 著，嚴奇峰譯，"服務業的經營策略革命"，(遠流出版公司，1987)
18. 聯合報，1989，11，5.
19. 段樵著; "現代生產管理理論在服務行業品質管制上的應用"，臺灣經濟研究月刊(第七卷第五期):頁45。
20. 劉水深著，"臺灣地區零售經營方式演變之研究"，(政大企研所，1989)，p.43. & 零售雜誌，第89期，頁6。
21. 楊國樞等著，"社會科學研究方法"上下冊，東華出版社。
22. 顏月珠著，"統計學原理"，三民書局。 |
