| Reference: | 參考書目
一、中文部份
1.日本能率協會，????產業經營課題調查，(日本能率協會，昭和六十一年)。
2.王克捷、李慧菊譯 James L. Heskett原著，服務業的經營策略，(天下叢書，民國七十六年十二月十五日第一版)。
3.中華民國市場拓展協會七十五年年會論文集，速食連鎖業行銷策略之探討，(中華民國市場拓展協會，民國七十六年)
4.台灣地區產業年報，速食業，(中華徵信所，七十六年十二月出版)
5.____________台灣餐飲業的現況與展望
6.____________台灣經濟年鑑，76年度。
7.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，1986)頁101。
8.林子寬編著，餐飲店經營促銷法，(創意文化，民國七十六年五月初版)
9.林英峰著，現代生產與作業管理，(商略印書館，民國七十四年修訂三版)。
10.曾松齡、陳啟明合譯，市川治平原著，(經濟日報叢書，民國七十六年四月初版)。
11.葉國淡著，儂特利MANAGER的一日管理，(震旦月刊，1987年3月5日出版)頁9。
12.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)
13.拾盈，第13期，(輔仁大學食品營養學會發行，民國七十四年一月出版)
14.農林中央金庫產業調查室(昭和60年)「外食產業經營指標」季刊，外食產業研究，No.12。
15.張蜀雲著，服務業品管，(工商雜誌，民國七十七年三月)頁20-23。
16.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75年5月10日)頁18-29。
17.謝森展編著，服務業指南，(創意文化，民國七十五年十二月初版)。
18.謝森展編著，服務行銷管理，(創意文化，民國七十六年三月初版)。
19.盧淵源譯杉本辰夫原著，事務、營業、服務的品質管制，(中興管理顧問公司，1986)。
28.翰林著，如何建立企業之產品品質解決系統(品質管制月刊，第十九卷第六期)頁16。
21.劉振、陳文哲校訂Juran and Gryna原著，品質計劃與分析，(中興管理顧客公司，民國七十三年八月六版)。
二、英文部份
1. Ackerman, R.B: P.E. Plsek and G.J.surette"quality Tools: Meting the Needs of Tomorrow Industry". (Quality Progress, Oct. 1986)
2. Berry, Leonard L. Valarie A. Zeithaml, and A.Parasurman, "Quality Counts in Services. Too" (Business Horizons, May-June 1985)
3. Chase, R.B. (1978), "Where Does the Customer Fit in A Service Operations?" , (Harvard Business Review ,Nov.-Dec.)
4. Cornell, Leonard; " Quality Circles in the Service Industries" , (Quality Progress. July 1984)
5. Crosby. Philip B.; Quality Is Free (New York: Mc Graw-Hill, 1979)
6. DiPrimio, Anthony , "Quality Assurance in Service organizations", 1987.
7. Garvin, David A.; "What Does Product Quality Really Means" Sloan Management Review, (Fall 1984)
8. Gronroos, Christian; Strategic Management and Marketing in the Sevice Sector (Boston: Marketing Science Institute, May 1983), Chp. 4.
9. Heskett, James L., "Lessons in the Service sector" ( Harvard Business Review, Mar-Apr. 1987)
10. John W. Stake, How to Manage a Resturant .(W. M. C. Brown Company Publishers,1982)
11. Kotkeer. Philips; the Principle of Marketing (Prentice Hall Ltd. 1987) Chp.23.
12. King , Carol A. " A Framework for a Service Quality Assurance System " (Quality Progress, Sept. 1987)
13. Levitt, Theodore. "Production-line Spproach to Service", Harvard Business Review, (Sept- Oct 1972).
14. Lovelock, Christopher H., "Classifying Services to Gain Strategic Marketing Insights", Journal of Marketing. Vol.47 (Summer 1983).
15. Marr, Jeffrey W., "Letting the Consumer Be the Judge of Quality", (Quality Progress. Oct. 1986)
16. Merricks, Paul; Peter Jones, the Management of Cartering Operations, ( Holt, Rinehart and Winson Ltd. 1986)
17. Parasurman, A. Valarie A. Zeithaml, & Leanard L. Berry " A Conceptual Model of Service Quality and its Implications for Future Research" (Journal of Marketing. Fall 1985)
18. Rosander, A.c. "Service Industry QC-Is the Challenge Being Mets" (Quality Progress, Sept. 1980)
19. Robertson, Thomas S.;Jon Zielinski, Scott Ward. ”Consumer Behavior”, (華泰書局，民國七十四年)
20. Schmenner, Roger W., "How can Service Business Survive and Prosper?", Sloan Management Review, (Spring 1986).
21. Sasser, W. Earl, R. Paul Olsen, D. Dayrl Wyckoff, "Management of Service Operations" (Allyn and Bacon, Inc. 1978)
22. Sasser, W. Earl, "Match Supply and Demand in Service Industries" (Harvard Business Review, Nov.-Dec. 1976)
23. Scanlon, Frank; John T. Hagan, " Quality Management for the Service Industries- Part I " (Quality Progress, May 1983)
24. Scanlon, Frank; John T. Hagan, " Quality Management for the Service Industries-PartⅡ (Quality Progress, June 1983)
25. Shetty, Y. K,; Joel E. Ross, "Quality and its Management in Service Business" Industrial Management, Nov-Dec. 1985)
26. Takeuchi, Hirotaka; John A. Quelch, "Quality is more than Making a Good Product" (Harvard Business Review, Jul.-Aug. 1983)
27. Townsend, Patrick L., "Insurance Firm Shows that Quality has Values" (Qality Progress, June 1985)
28. Zimmerman, Charles D., "Quality: Key to Service Productivity" , (Quality Progress, June 1985)
29. Zeithaml, Valarie A., "How consumer Evaluation Process Differ Between Goods and Service, Marketing of Service, American Marketing Association, 1981). |
