<p>參考書目 Selected Bibliography</p><p>AUBERT-GAMET, VERONIQUE: “Twisting Servicescapes: Diversion of the Physical Environment in a Re-appropriation Process,” International Journal of Service Industry Management, vol. 8, no. 1, 1997, pp. 26–41. BITNER, MARY JO: “Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses,” Journal of Marketing, vol. 54, April 1990, pp. 69–82. ——— : “Servicescapes: The Impact of Physical Surroundings on Customers and Employees,” Journal of Marketing, vol. 58, April 1992, pp. 57–71. FITZSIMMONS, J. A., and G. MAURER: “AWalk-Through Audit to Improve Restaurant Performance,” Cornell HRA Quarterly, vol. 31, no. 4, February 1991, pp. 94–99. KIMES, S. E., and S. A. MUTKOSKI: “The Express Guest Check: Saving Steps with Process Design,” Cornell HRA Quarterly, vol. 30, no. 2, August 1989, pp. 21– 25. NORMAN, D. A.: The Psychology of Everyday Things, Basic Books, New York, 1988. WENER, RICHARD E.: “The Environmental Psychology of Service Encounters,” in J. A. Czepiel, M. R. Solomon, and C. F. Surprenant (eds.), The Service Encounter, Lexington Books, Lexington, Mass., 1985, pp. 101–113</p><p>注釋 Endnotes</p><p>1. Francine Schwadel, “Little Touches Spur Wal-Mart’s Rise,” The Wall Street Journal, September 22, 1989, p. B1. 2. Steve Lohr, “The Best Little Bank in America,” New York Times, July 7, 1991, sec. 3, p. 1. 3. Mary Jo Bitner, “Servicescapes: The Impact of Physical Surroundings on Customers and Employees,” Journal of Marketing, vol. 56, April 1992, pp. 57–71. 4. Elwood S. Buffa, “Sequence Analysis for Functional Layouts,” Journal of Industrial Engineering, vol. 6, no. 2, March–April 1955, pp. 12–13. 5. E. S. Buffa, G. C. Armour, and T. E. Vollmann, “Allocating Facilities with CRAFT,” Harvard Business Review, vol. 42, no. 2, March–April 1964, pp. 136– 159. 6. S. E. Kimes and S. A. Mutkoski, “The Express Guest Check: Saving Steps with Process Design,” Cornell HRA Quarterly, vol. 30, no. 2, August 1989, p. 23. 7. Richard E. Wener, “The Environmental Psychology of Service Encounters,” in J. A. Czepiel, M. R. Solomon, and C. F. Surprenant (eds.), The Service Encounter, Lexington Books, Lexington, Mass., 1985, pp. 101–113. 8. Prepared by Charles Morris, Allison Pinto, Jameson Smith, and Jules Woolf under the supervision of Professor James A. Fitzsimmons.</p>