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● Saarinen, E. (1985) Form and style. The search for form in art and architecture....
● Langley, A. (1999) Strategies for theorizing from process data. Academy of Manag...
● Miles, M.B. and Huberman, A.M. (1994) Qualitative data analysis. 2nd Edition, Sa...
● Yin, R.K. (2003) Case study research: Design and methods. Sage, Thousand Oaks.
● Yin, R.K. (1994) Case study research. Sage Publications, INC.
● Benbasat, I., Dexter, A.S., Drury, D.H. and Goldstein, R.C. (1987) A critique of...
● 郭建良 (2010) 产业观点下的服务创新方法论v2.0. 工业技术研究院产业经济与趋势研究中心, 台北.
● Johnson, D. and Grayson, K. (2005) Cognitive and affective trust in service rela...
● 徐志, 符遵斌 (2010) 影响服务设计的四大要素及相关分析. 物流工程与管理, 8.
● 刘建国 (2005) 可重复性服务之流程设计及效率分析. 商场现代化, 34.
● Holopainen, M. (2010) Exploring service design in the context of architecture. T...
● Lovlie, L., Downs, C. and Reason, B. (2008) Measuring the value of design in ser...
● Johnston, R. and Clark, G. (2005) Service operations manage-ment: Improving serv...
● Tan, A.R., Matzen, D., McAloone, T.C. and Evans, S. (2010) Strategies for design...
● Mager, B. (2004) Service design: A review. KISD, Koln.
● Larsen, P., Tonge, R. and Lewis, A. (2007) Strategic planning and design in the ...
● 梁定澎, 施振荣 (2011) SC+服务竞争力. 标竿学院讲义.
● Kano, N. (1996) Guide to TQM in service industries. Asian Productivity Organizat...
● Lin, R. and Lin, C.L. (2010) From digital archive to e-business—A case study of ...
● Lowe, E.J. (2008) Illusions and hallucinations as evidence for sense data, the c...
● Lovelock, C.H. and Wirtz, J. (2004) Services marketing: People, tech-nology, str...
● Bitner, M.J. (1992) Servicescapes: The impact of physical surroundings on custom...
● Grace, D. and O’Cass, A. (2004) Examining service experience and post-consumptio...
● 李志仁, 宋同正, 蔡登传 (2012) 服务场域与质量知觉之关联性：以主题餐厅为例. 设计学报, 4, 页1-20.
● Zeithaml, V.A., Parasuraman, A. and Berry, L.L. (1988) Servqual. Journal of Reta...
● Comm, C.L. and Labay, D.G. (1996) Repositioning colleges using changing student ...
● Bitner, M.J., Ostrom, A.L. and Morgan, F.N. (2008) Service blueprinting: A pract...
● Mitchell, M.T., Ma, Q. and Chuan, J.S. (1999) Mapping customers’ service experie...
● Otto, J.E. and Ritchie, J.R.B. (1996) The service experience in tourism. Tourism...
● 郑健雄, 林吉财 (2008) 摸索与专业：旅馆业进入策略与经营模式的关联性. 产业管理评论, 1, 23-36.

● Saarinen, E. (1985) Form and style. The search for form in art and architecture....

● Langley, A. (1999) Strategies for theorizing from process data. Academy of Manag...

● Miles, M.B. and Huberman, A.M. (1994) Qualitative data analysis. 2nd Edition, Sa...

● Yin, R.K. (2003) Case study research: Design and methods. Sage, Thousand Oaks.

● Yin, R.K. (1994) Case study research. Sage Publications, INC.

● Benbasat, I., Dexter, A.S., Drury, D.H. and Goldstein, R.C. (1987) A critique of...

● 郭建良 (2010) 产业观点下的服务创新方法论v2.0. 工业技术研究院产业经济与趋势研究中心, 台北.

● Johnson, D. and Grayson, K. (2005) Cognitive and affective trust in service rela...

● 徐志, 符遵斌 (2010) 影响服务设计的四大要素及相关分析. 物流工程与管理, 8.

● 刘建国 (2005) 可重复性服务之流程设计及效率分析. 商场现代化, 34.

● Holopainen, M. (2010) Exploring service design in the context of architecture. T...

● Lovlie, L., Downs, C. and Reason, B. (2008) Measuring the value of design in ser...