2008年台灣開放中國大陸地區人民來台觀光政策，對於台灣各層面都帶來巨大的影響，需要對於台灣的管理機制與中國大陸赴台團體旅遊市場特性，以及管理的效果進行研究與分析。本研究從管理組織、管理機制、管理措施、市場特性等課題，以及利益相關者之互動，探討上述課題之因應與策略。主要研究貢獻有「支持」可作為「重要」的效度驗證的看法，以及建構兩層旅遊供應鏈模型，並結合賽局策略闡述接待社的操作模式。
    在管理組織方面，24小時運作的小組面臨人力、業務與效率檢討問題。本研究運用理想解類似度偏好順序評估法(TOPSIS)方法，為組織內作業調整、減少員工流失率和提升士氣提供改善的依據。在管理措施方面以台灣旅行社對管理措施評價為實證，引用重要-績效程度分析法(IPA)、影響範圍績效分析法(IRPA)、非對稱影響分析法(IAA)研究方法來說明滿意度，並闡述「支持」與「重要」的關連。在市場操作方面，本研究構建跨境旅遊供應鏈模式，推論得出了佣金，接待費用和行政費用對目的地市場競爭的影響；進一步探討接待社採取合作或不合作策略是如何影響數量，價格和利潤分配。

Taiwan’s opening market policy to Mainland China tourists in 2008 has caused influences on tourism industries, social impression, market administration, and economic contribution. The research of the decomposition and management on the Chinese Group Tours in Taiwan therefore is essential. This study introduces the administrative experiences in Taiwan to explain the issues of the administrative organization, the administrative measures and the operation within the travel agencies. By constructing these three facets, the interactions and strategies of the stakeholders in the market are interpreted. Accompanied with the practical suggestions proposed, there are two main contributions in this study. The Support (from the travel agencies) is proposed as an index to examine the validity of Importance. Another is the construction of the two-tier travel supply chain model.
The first facet is the discussion on administrative organization. This study applied a TOPSIS approach to find a feasible approach to alter a sensitive tourism entity. Secondly is to value the effects of the administrative measures. This study introduces importance performance analysis, impact-range performance analysis, and impact-asymmetry analysis to examine travel agencies’ satisfaction with various policies, and implementing their suggestions. Thirdly, the market operation is decomposed to understand the relationship. This study constructs a cross-border travel supply chain model and derives the influence of commission, reception fee, and administrative cost. The cooperative or non-cooperative strategy adopted by the reception operators is another factor to influence the distribution of quantity, price and the revenue.

表次	Ⅶ
圖次	Ⅷ
第一章 緒論	1
1.1 研究動機	1
1.2 研究目的	5
1.3 研究架構	6
第二章 文獻探討	9
2.1 觀光政策與觀光效益	9
2.2 TOPSIS與行政組織人力配置管理	11
2.3 IPA、IRPA、IAA	21
2.3.1 對IPA的評論	23
2.3.2 IRPA與IAA	26
2.4 旅遊供應鏈與賽局理論	28
2.5 海峽兩岸旅遊協議與相關作業	34
2.5.1 兩岸旅遊協議	34
2.5.2 相關組織與作業	35
第三章 中國大陸赴台團體旅遊市場的課題	38
3.1 管理組織的效率	38
3.2 市場管理的成效	42
3.3 商業模式的良窳	44
3.3.1 舉足輕重的客源市場	44
3.3.2 低價競爭與旅遊品質低落	47
3.3.3 佣金導向商業模式	49
3.3.4 接待社的合作提議與自律公約	50
第四章 研究結果與改善建議	54
4.1 管理組織的精進	54
4.2 管理措施的評估	60
4.2.1 接待社意見調查	60
4.2.2 管理措施的重要與績效	62
4.2.3 管理措施的影響範圍與績效	65
4.2.4 管理措施的影響範圍與屬性	68
4.2.5 對於重要的驗證	70
4.2.6 管理措施的重要與屬性	74
4.3 商業模式的解析	75
4.3.1 跨境旅遊分工鏈	76
4.3.2 模型與方程式符號意義	79
4.3.3 一般均衡模型	82
4.3.4 截距項與價格的變動	84
4.3.5 接待社合作賽局	86
4.3.6 接待社的策略行動與不合作賽局	87
4.3.7 接待社囚犯困局	89
4.3.8 行政管理的影響	92
4.3.9 接待社接待實例的探討	92
4.3.10 模型驗證及確認	96
第五章 結論與未來建議	99
5.1 研究結果與管理貢獻	99
5.2 研究結論	100
5.2.1 從決策分析來增進行政管理效率	101
5.2.2 業者支持管理措施可降低期待落差	104
5.2.3 接待社應合作共同創造利潤	106
5.3 研究限制與討論	109
5.3.1 組織編制與政策方向	109
5.3.2 服務品質屬性的特性	109
5.3.3 調查設計與資料蒐集	110
5.4 未來建議	110
參考文獻
一、英文資料	113
二、中文資料	125

附錄
附錄一 台灣旅行社對大陸觀光團來台旅遊市場管理意見調查表	126
附錄二 接待大陸觀光團旅行社自律公約	130
附錄三 大陸旅客來台觀光接待旅行社自律公約執行委員會組織細則	132
附錄四 旅行業接待大陸地區人民來台觀光旅遊團品質注意事項	133
附錄五 方程式(4.4)演算過程	138

表 次
表1.1 研究面向與研究項目	 7
表3.1 2009至2015年來台旅客人數與外匯收入	45
表3.2 接待社合作賽局的成立要件與背叛影響	53
表4.1 兩岸小組業務安排問題可行的解決方法	57
表4.2 兩岸小組業務安排方案標準化評估矩陣	58
表4.3 Entropy 與主客觀權重(Sub-Objective Weight)	59
表4.4 兩岸小組可行方案排序結果	59
表4.5 台灣旅行社對大陸觀光團市場管理意見調查-回表情形	62
表4.6 台灣旅行社對大陸觀光團市場管理意見調查-IPA結果	64
表4.7 台灣旅行社對大陸觀光團市場管理意見-IRPA與IAA結果	66
表4.8 接待社兩人囚犯困局報酬	91
表4.9 接待社收入、成本與接待量	96
表4.10 接待社價格、接待量與利潤	98
 
圖 次
圖1.1 研究架構與流程	 8
圖2.1 TOPSIS的決策流程	13
圖2.2 IPA象限意義	24
圖2.3 大陸觀光團申請來台觀光申請程序	37
圖3.1 中國大陸赴台團體旅遊市場的課題及關係架構	47
圖4.1 台灣旅行社對大陸觀光團市場管理-IPA平面圖	64
圖4.2 台灣旅行社對大陸觀光團市場管理-IRPA平面圖	67
圖4.3 台灣旅行社對大陸觀光團市場管理-IAA平面圖	69
圖4.4 台灣旅行社對大陸觀光團市場管理-重要與支持的態度	74
圖4.5 台灣旅行社對大陸觀光團市場管理-重要與IA對照	75
圖4.6 個別接待社價格數量線的截距與價格變化	85

一、英文資料
Allen, D. R., and Rao, T. R. (2000). Analysis of customer satisfaction data: A comprehensive guide to multivariate statistical analysis in customer satisfaction, loyalty, and service quality research. American Society for Quality Press.
Allen, L. R., and Gibson, R. (1987). Perceptions of community life and services: A companson between leaders and community residents. Journal of the Community Development Society, 18(1), 89-103.
Andereck, K. L., Valentine, K. M., Knopf, R. C., and Vogt, C. A. (2005). Residents’ perceptions of community tourism impacts. Annals of Tourism Research, 32(4), 1056-1076.
Arlt, W. G., and Burns, P. (2013). Chinese outbound tourism. Tourism Planning and Development, 10(2), 123-125. 
Asli, M. N., Dalfard, V. M., and Poursalik, K. (2013). A combination model using strategic alignment model and balanced scorecard and strategies’ prioritisation based on TOPSIS technique. International Journal of Productivity and Quality Management, 12(3), 313-326.
Assaf, A. G., and Josiassen, A. (2011). The operational performance of UK airlines: 2002-2007. Journal of Economic Studies, 38(1), 5-16.
Azzopardi, E., and Nash, R. (2013). A critical evaluation of importance–performance analysis. Tourism Management, 35, 222-233.
Back, K. J. (2012). Impact-range performance analysis and asymmetry analysis for improving quality of Korean food attributes. International Journal of Hospitality Management, 31(2), 535-543.
Bartikowski, B., and Llosa, S. (2004). Customer satisfaction measurement: Comparing four methods of attribute categorisations. The Service Industries Journal, 24(4), 67-82.
Bhattacharyya, A., and Chakraborty, S. (2014). A DEA-TOPSIS-based approach for performance evaluation of Indian technical institutes. Decision Science Letters, 3(3), 397-410.
Bilbao-Terol, A., Arenas-Parra, M., Cañal-Fernández, V., and Antomil-Ibias, J. (2014). Using TOPSIS for assessing the sustainability of government bond funds. Omega, 49, 1-17.
Bonham, C., Edmonds, C., and Mak, J. (2006). The impact of 9/11 and other terrible global events on tourism in the United States and Hawaii. Journal of Travel Research, 45(1), 99-110.
Buckley, R. (2013). Social-benefit certification as a game. Tourism Management, 37, 203-209. 
Busacca, B., and Padula, G. (2005). Understanding the relationship between attribute performance and overall satisfaction: Theory, measurement and implications. Marketing Intelligence and Planning, 23(6), 543-561.
Carr, S. M., and Karmarkar, U. S. (2005). Competition in multiechelon assembly supply chains. Management Science, 51(1), 45-59. 
Chasin, B. S., Elliott, S. P., and Klotz, S. A. (2007). Medical errors arising from outsourcing laboratory and radiology services. The American Journal of Medicine, 120(9), 819.e9-819.e11.
Chen, C. F., and Tsai, D. (2007). How destination image and evaluative factors affect behavioral intentions?. Tourism Management, 28(4), 1115-1122.
Chen, Y. (2011). Modeling quality deterioration in package tours: An application to China's "zero-fare" group tours, (Doctoral dissertation, The Hong Kong Polytechnic University).
Chen, Y., Mak, B., and Li, Z. (2013). Quality deterioration in package tours: The interplay of asymmetric information and reputation. Tourism Management, 38, 43-54.
Chen, Z. (2014). Service supply chain management: Generalised and applied framework perspective. International Journal of Services, Economics and Management, 6(1), 63-96.
Choi, H. S. C., and Sirakaya, E. (2005). Measuring residents’ attitude toward sustainable tourism: Development of sustainable tourism attitude scale. Journal of Travel Research, 43(4), 380-394.
Dai, S., Xu, H., Scott, N., Ding, P., and Laws, E. (2012). Distortions in tourism development in the Dali autonomous region, China. Asia Pacific Journal of Tourism Research, 17(2), 146-163.
Daniel, J., Yusuff, R. M., and Jassbi, J. (2010). Using topsis method with goal programming for best selection of strategic plans in BSC model. Journal of American Science, 6(3), 136-142.
Deng, W. (2007). Using a revised importance-performance analysis approach: The case of Taiwanese hot springs tourism. Tourism Management, 28(5), 1274-1284.
Diedrich, A., and Garcia-Buades, E. (2009). Local perceptions of tourism as indicators of destination decline. Tourism Management, 30(4), 512-521.
Dinica, V. (2012). Tourism on Curaçao: Explaining the Shortage of Sustainability Legislation from Game Theory Perspective. Journal of Environmental Policy and Planning, 14(2), 161-188.
Dong, Y., and Ling, L. (2015). Hotel overbooking and cooperation with third-party websites. Sustainability, 7(9), 11696-11712. 
Dunn, W. N. (2015). Public policy analysis. Routledge.
Dredge, D. (2006). Policy networks and the local organisation of tourism. Tourism Management, 27(2), 269-280.
Dwyer, L., King, B., and Prideaux, B. (2007). The effects of restrictive business practices on Australian inbound package tourism. Asia Pacific Journal of Tourism Research, 12(1), 47-64.
Eising, R. (2004). Multilevel governance and business interests in the European Union. Governance, 17(2), 211-245.
Enright, M. J., and Newton, J. (2004). Tourism destination competitiveness: A quantitative approach. Tourism Management, 25(6), 777-788.
Eskildsen, J. K., and Kristensen, K. (2006). Enhancing importance-performance analysis. International Journal of Productivity and Performance Management, 55(1), 40-60.
Evans, M. R., and Chon, K. (1989). Formulating and evaluating tourism policy using importance-performance analysis. Hospitality, Education, and Research Journal, 13(3), 203-213.
Farahani, R. Z., Rezapour, S., Drezner, T., and Fallah, S. (2014). Competitive supply chain network design: An overview of classifications, models, solution techniques and applications. Omega, 45, 92-118. 
Fathi, M. R., Javadin, S. R. S., Behrooz, A., and Sadeghi, M. R. (2013). Human resource manager selection based on logarithmic fuzzy preference programming and TOPSIS methods. International Journal of Human Resource Studies, 3(2), 14-27.
Faulkner, B., and Tideswell, C. (1997). A framework for monitoring community impacts of tourism. Journal of Sustainable Tourism, 5(1), 3-28.
Fuchs, M., and Weiermair, K. (2003). New perspectives of satisfaction research in tourism destinations. Tourism Review, 58(3), 6-14.
Gallarza, M. G., Saura, I. G., and Garcı́a, H. C. (2002). Destination image: Towards a conceptual framework. Annals of Tourism Research, 29(1), 56-78.
Guo, Q., Shi, Y., Dong, J., Guo, X., and Anderson, C. K. (2014). Pricing competition and channel coordination in the tourism supply chain with optional tours. Tourism Economics, 20(5), 939-960. 
Guo, X., and He, L. (2012). Tourism supply-chain coordination: The cooperation between tourism hotel and tour operator. Tourism Economics, 18(6), 1361-1376. 
Guo, X., Ling, L., Dong, Y., and Liang, L. (2013). Cooperation contract in tourism supply chains: The optimal pricing strategy of hotels for cooperative third party strategic websites. Annals of Tourism Research, 41, 20-41. 
Haley, A. J., Snaith, T., and Miller, G. (2005). The social impacts of tourism: A case study of Bath, UK. Annals of Tourism Research, 32(3), 647-668.
Hall, C. M., and Tribe, J. (2003). Tourism and public policy. Cengage Learning EMEA.
Hazelwood, S. E., Hazelwood, A. C., and Cook, E. D. (2005). Possibilities and pitfalls of outsourcing. Healthcare Financial Management, 59(10), 44-49.
Herzberg, F., Mausner, B., and Snyderman, B. B., (1959). The motivation to Work. 2nd ed., John Wiley, New York.
Huang, G. Q., Chen, W., Song, H., and Zhang, X. (2010). Game-theoretic study of the dynamics of tourism supply chains for package holidays under quantity competition. Tourism Economics, 16(1), 197–216.
Huang, S. (2010). Evolution of China's tourism policies. International Journal of Tourism Policy, 3(1), 78-84.
Huang, Y., Song, H., Huang, G. Q., and Lou, J. (2012). A comparative study of tourism supply chains with quantity competition. Journal of Travel Research, 51(6), 717-729.
Hudson, S., Hudson, P., and Miller, G. A. (2004). The measurement of service quality in the tour operating sector: A methodological comparison. Journal of Travel Research, 42(3), 305-312.
Hughes, O. E. (2012). Public management and administration. Palgrave Macmillan.
Huh, C., and Vogt, C. A. (2008). Changes in residents’ attitudes toward tourism over time: A cohort analytical approach. Journal of Travel Research, 46(4), 446-455.
Jago, L., Fredline, L., and Deery, M. (2006). Tourism in a small community: Risks and benefits. Tourism Review International, 10(1-2), 91-101.
Jia, Y. Q. (2004). An analysis of “zero-fare” group tours and the management policies. Social Scientist, 6, 111-114.
Jia, Y. Q. (2006). The evolution mechanism of “zero-fare” group tours. Tourism Science, 20(1), 56-62.
Johns, N. (2001). Importance-performance analysis using the profile accumulation technique. The Service Industries Journal, 21(3), 49-63.
Joppe, M., Martin, D. W., and Waalen, J. (2001). Toronto’s image as a destination: A comparative importance-satisfaction analysis by origin of visitor. Journal of Travel Research, 39(1), 252-260.
Kauric, A. G., Mikulic, J., and Schroeder, M. (2015). Supply chain management in tourism systems: A comprehensive review of the literature. In International OFEL Conference on Governance, Management and Entrepreneurship, p626.
Kayat, K. (2002). Power, social exchanges and tourism in Langkawi: Rethinking resident perceptions. International Journal of Tourism Research, 4(3), 171-191.
Keating, B. (2009). Managing ethics in the tourism supply chain: The case of Chinese travel to Australia. International Journal of Tourism Research, 11(4), 403-408.
Keramati, A., Nazari-Shirkouhi, S., Moshki, H., and Berneti, E. M. (2010). A hierarchical structure to evaluate risk of customer relationship management (CRM) projects. International Journal of Electronic Customer Relationship Management, 4(2), 97-124.
Kerstetter, D. L., Yen, I. Y., and Yarnal, C. M. (2005). Plowing uncharted waters: A study of perceived constraints to cruise travel. Tourism Analysis, 10(2), 137-150.
Lai, C., Li, X. R., and Harrill, R. (2013). Chinese outbound tourists' perceived constraints to visiting the United States. Tourism Management, 37, 136-146.
Lai, I. K. W., and Hitchcock, M. (2017). Local reactions to mass tourism and community tourism development in Macau. Journal of Sustainable Tourism, 25(4), 451-470.
Lankford, S. V. (1994). Attitudes and perceptions toward tourism and rural regional development. Journal of Travel Research, 32(3), 35-43.
Lee, C. K., Kim, S. S., and Kang, S. (2003). Perceptions of casino impacts—a Korean longitudinal study. Tourism Management, 24(1), 45-55.
Lee, J. S., and Min, C. K. (2013). Prioritizing convention quality attributes from the perspective of three-factor theory: The case of academic association convention. International Journal of Hospitality Management, 35, 282-293.
Levenburg, N. M., and Magal, S. R. (2005). Applying importance-performance analysis to evaluate e-business strategies among small firms. E-Service Journal, 3(3), 29-48.
Li, X., and Wang, Y. (2011). China in the eyes of western travelers as represented in travel blogs. Journal of Travel and Tourism Marketing, 28(7), 689-719.
Litvin, S. W., and Ling, S. (2001). The destination attribute management model: An empirical application to Bintan, Indonesia. Tourism Management, 22(5), 481-492.
Liu, A., and McKercher, B. (2016). The impact of visa liberalization on tourist behaviors—The case of China outbound market visiting Hong Kong. Journal of Travel Research, 55(5), 603-611.
Liu, P., and Wu, X. (2012). A competency evaluation method of human resources managers based on multi-granularity linguistic variables and VIKOR method. Technological and Economic Development of Economy, 18(4), 696-710.
Lyons, W. E., Lowery D., and DeHoog, R. H. (1992). The politics of dissatisfaction: Citizens, services, and urban institutions. Armonk, NY: M.E. Sharpe.
Ma, E., Qu, C., Hsiao, A., and Jin, X. (2015). Impacts of China tourism law on Chinese outbound travelers and stakeholders: An exploratory discussion. Journal of China Tourism Research, 11(3), 229-237.
Mak, A. H., Wong, K. K., and Chang, R. C. (2010). Factors affecting the service quality of the tour guiding profession in Macau. International Journal of Tourism Research, 12(3), 205-218.
Mak, A. H., Wong, K. K., and Chang, R. C. (2011). Critical issues affecting the service quality and professionalism of the tour guides in Hong Kong and Macau. Tourism Management, 32(6), 1442-1452.
Martilla, J. A., and James, J. C. (1977). Importance-performance analysis. Journal of Marketing, 41(1), 77-79.
Matzler, K., and Sauerwein, E. (2002). The factor structure of customer satisfaction: An empirical test of the importance grid and the penalty-reward-contrast analysis. International journal of service industry management, 13(4), 314-332.
Matzler, K., Bailom, F., Hinterhuber, H. H., Renzl, B., and Pichler, J. (2004). The asymmetric relationship between attribute-level performance and overall customer satisfaction: A reconsideration of the importance-performance analysis. Industrial Marketing Management, 33(4), 271-277.
Matzler, K., Sauerwein, L., and Heischmidt, K. A. (2003). Importance-performance analysis revisited: The role of the factor structure of customer satisfaction. The Service Industries Journal, 23(2), 112-129.
McGehee, N., and Andereck, K. (2004). Factors predicting rural residents’ support of tourism. Journal of Travel Research, 43(2), 131-140.
Mckercher, B. (1998). The effect of market access on destination choice. Journal of Travel Research, 37(1), 39-47.
McKercher, B., Chan, A., and Lam, C. (2008). The impact of distance on international tourist movements. Journal of Travel Research, 47(2), 208-224.
McKercher, B. (2008). The roots of stereotypes about tourists. Society, 45(4), 345-47.
Mikulić, J., and Prebezac, D. (2008). Prioritizing improvement of service attributes using impact range-performance analysis and impact-asymmetry analysis. Managing Service Quality: An International Journal, 18(6), 559-576.
Mikulić, J., Dužević, I., and Baković, T. (2015). Exploring drivers of student satisfaction and dissatisfaction: An assessment of impact-asymmetry and impact-range. Total Quality Management and Business Excellence, 26(11-12), 1213-1225.
Miller, T. I., and Kobayashi, M. M. (2000). Citizen surveys: How to do them, how to use them, what they mean. 2nd edn, Washington, DC: International City/County Management Association.
Moghaddam, M. R., Yavari, A., Ghariblu, F., and Anbari, Y. (2011). Ranking of strategic management indicators in improvement of urban management by using multiple attribute decision method of TOPSIS. Applied Mechanics and Materials, 99, 524-530.
Myers, J. H. (1999). Measuring customer satisfaction: Hot buttons and other measurement issues. American Marketing Association.
Myers, J. H., and Alpert, M. I. (1997). Determinant buying attitudes: Meaning and measurement. Marketing Management, 6(2), 50.
Neslin, S. A. (1981). Linking product features to perceptions: Self-stated versus statistically revealed importance weights. Journal of Marketing Research, 18(1), 80-86.
Neumayer, E. (2010). Visa restrictions and bilateral travel. The Professional Geographer, 62(2), 171-181.
Oh, H. (2001). Revisiting importance-performance analysis. Tourism Management, 22(6), 617-627.
O’leary, S., and Deegan, J. (2005). Ireland’s image as a tourism destination in France: Attribute importance and performance. Journal of Travel Research, 43(3), 247-256.
Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. Boston, MA: Irwin McGraw-Hill.
Padula, G., and Busacca, B. (2005). The asymmetric impact of price-attribute performance on overall price evaluation. International Journal of Service Industry Management, 16(1), 28-54.
Pike, S., and Ryan, A. (2004). Destination positioning analysis through a comparison of cognitive, affective and cognitive perceptions. Journal of Travel Research, 42(4), 333-342.
Prendergast, G. P., Lam, H. S., and Ki, Y. P. (2016). Local residents' perceptions of an influx of tourists: A Hong Kong case study. Journal of International Consumer Marketing, 28(4), 283-293.
Prideaux, B., Cave, J., Thompson, M., and Sibtain, J. (2012). Recognising new market opportunities and selecting appropriate segments: Targeting Chinese outbound tourists. Journal of Vacation Marketing, 18(4), 287-299.
Prideaux, B., King, B., Dwyer, L., and Hobson, P. (2006). The hidden costs of cheap group tours–A case study of business practices in Australia. Advances in hospitality and leisure, 2, 51-71.
Qu, H., and Lam, S. (1997). A travel demand model for Mainland Chinese tourists to Hong Kong. Tourism Management, 18(8), 593-597.
Qu, H., and Li, I. (1997). The characteristics and satisfaction of mainland Chinese visitors to Hong Kong. Journal of Travel Research, 35(4), 37-41.
Ramkissoon, H., and Nunkoo, R. (2011). City image and perceived tourism impact: Evidence from Port Louis, Mauritius. International Journal of Hospitality and Tourism Administration, 12(2), 123-143.
Sadr, S. M. H., and Yazdan, G. F. (2012). E-Government effect on economic in Iran. Public Policy and Administration Research, 2(4), 13-23.
Sampson, S. E., and Showalter, M. J. (1999). The performance-importance response function: Observations and implications. The Service Industries Journal, 19(3), 1-25.
Schroeder, T. (1996). The relationship of residents' image of their state as a tourist destination and their support for tourism. Journal of Travel Research, 34(4), 71-73.
Sharma, B., and Gursoy, D. (2015). An examination of changes in residents' perceptions of tourism impacts over time: The impact of residents' socio-demographic characteristics. Asia Pacific Journal of Tourism Research, 20(12), 1332-1352.
Sharma, B., Dyer, P., Carter, J., and Gursoy, D. (2008). Exploring residents’ perceptions of the social impacts of tourism on the Sunshine Coast, Australia. International Journal of Hospitality and Tourism Administration, 9(3), 288-311.
Shekari, G. A., Moghadam, S. K., Hakimzadeh, A., Salahshour, S., and Keifi, A. H. (2012). Ranking factors affecting the productivity of human resources using MADM techniques. Journal of Soft Computing and Applications, 2012, 1-9.
Shen, H., Luo, J., and Zhao, A. (2017). The sustainable tourism development in Hong Kong: An analysis of Hong Kong residents’ attitude towards Mainland Chinese tourist. Journal of Quality Assurance in Hospitality and Tourism, 18(1), 45-68.
Shi, Y., Ji, J. N., Zhang, Z. Y., and Yang, L. (2016). Tourism supply chain coordination with price discount and quantity flexibility contracts. Proceedings of the 22nd International Conference on Industrial Engineering and Engineering Management 2015, 229-240.
Shirouyehzad, H., Lotfi, F. H., Shahin, A., Aryanezhad, M. B., and Dabestani, R. (2012). Performance evaluation of hotels by data envelopment analysis based on customers’ perception and gap analysis. International Journal of Services and Operations Management, 12(4), 447-467.
Sirakaya, E., Teye, V., and Sönmez, S. (2002). Understanding residents’ support for tourism development in the central region of Ghana. Journal of travel research, 41(1), 57-67.
Smith, W. W. (2007). Social desirability bias and exit survey responses: the case of a first nation’s campground in Central Ontario, Canada. Tourism Management, 28(3), 917-919.
Song, H., Dwyer, L., Li, G., and Cao, Z. (2012). Tourism economics research: A review and assessment. Annals of Tourism Research, 39(3), 1653-1682.
Sparks, B., and Pan, G. W. (2009). Chinese outbound tourists: Understanding their attitudes, constraints and use of information sources. Tourism Management, 30(4), 483-494.
Stylidis, D., Biran, A., Sit, J., and Szivas, E. M. (2014). Residents' support for tourism development: The role of residents' place image and perceived tourism impacts. Tourism Management, 45, 260-274.
Tarrant, A., and Smith, E. K. (2002). The use of modified importance-performance framework to examine visitor satisfaction with attributes of outdoor recreation settings. Managing Leisure, 7(2), 69-82.
Tavakoli, M. M., Esfahani, A. N., and Shirouyehzad, H. (2013). Ranking organisational units with a human capital management approach using fuzzy TOPSIS: a case study. International Journal of Services and Operations Management, 16(2), 205-224.
Tavana, M., Zandi, F., and Katehakis, M. N. (2013). A hybrid fuzzy group ANP–TOPSIS framework for assessment of e-government readiness from a CiRM perspective. Information and Management, 50(7), 383-397.
Tavares, J. M., Vargas, G. D., and Tomazzoni, E. L. (2015). Where to invest in touristic promotion? Game theory as a decision instrument for the public sector. Tourism Economics, 21(4), 775-789. 
Tontini, G., and Silveira, A. (2007). Identification of satisfaction attributes using competitive analysis of the improvement gap. International Journal of Operations and Production Management, 27(5), 482-500.
Tovar, C., and Lockwood, M. (2008). Social impacts of tourism: an Australian regional case study. International Journal of Tourism Research, 10, 365-378.
Tran, X., and Thompson, C. (2015). Application of game theory in tourism. Tourism Analysis, 20(6), 697-702. 
Tse, T. S. (2015). A review of Chinese outbound tourism research and the way forward. Journal of China Tourism Research, 11(1), 1-18. 
Tse, T. S., and Prideaux, B. (2017). Tourism planning requirements from a private sector perspective: The case of Hong Kong. Current Issues in Tourism, 20(12), 1210-1214.
Tse, T. S., and Tse, Q. K. (2015). The legal aspects of “zero-fare” tour in shopping tourism: A case of Chinese visitors in Hong Kong. Journal of China Tourism Research, 11(3), 297-314.
Van de Walle, S., and Bouckaert, G. (2003). Public service performance and trust in government: The problem of causality. International Journal of Public Administration, 26(8-9), 891-913 
Van Ryzin, G. G., and Immerwahr, S. (2007). Research note: importance performance analysis of citizen satisfaction surveys. Public Administration, 85(1), 215-226.
Vargas-Sánchez, A., de los Ángeles Plaza-Mejía, M., and Porras-Bueno, N. (2009). Understanding residents’ attitudes toward the development of industrial tourism in a former mining. Journal of Travel Research, 47(3), 373-387.
Wachowicz, T., and Błaszczyk, P. (2013). TOPSIS based approach to scoring negotiating offers in negotiation support systems. Group Decision and Negotiation, 22(6), 1021-1050.
Wang, D., and Ap, J. (2013). Factors affecting tourism policy implementation: A conceptual framework and a case study in China. Tourism Management, 36, 221-233.
Whyte, B. (2008). Visa-free travel privileges: An exploratory geographical analysis. Tourism Geographies, 10 (2), 127-49.
Williams, J., and Lawson, R. (2001). Community issues and resident opinions of tourism. Annals of Tourism Research, 28(2), 269-290.
Wong, C. U. I., and McKercher, B. (2012). Day tour itineraries: Searching for the balance between commercial needs and experiential desires. Tourism Management, 33(6), 1360-1372.
Woosnam, K. M., Norman, W. C., and Ying, T. (2009). Exploring the theoretical framework of emotional solidarity between residents and tourists. Journal of Travel Research, 48(2), 245-258.
Xu, X. (2016). Revenue sharing contract versus wholesale price contract in a tourism supply chain. International Journal of Supply Chain and Operations Resilience, 2(2), 144-165.
Yang, L., Ji, J., and Chen, K. (2016). Game models on optimal strategies in a tourism dual-channel supply chain. Discrete Dynamics in Nature and Society, 2016, 1-15.
Yang, S., Huang, G. Q., Song, H., and Liang, L. (2009). Game-theoretic approach to competition dynamics in tourism supply chains. Journal of Travel Research, 47(4), 425-439.
Yang, Z., Shi, H., Yang, D., Cai, Y., and Ren, X. (2015). Analysis of core stakeholder behaviour in the tourism community using economic game theory. Tourism Economics, 21(6), 1169-1187. 
Ye, B. H., Fu, H., and Law, R. (2016). Use of impact-range performance and asymmetry analyses to improve OTA website quality. Journal of Hospitality and Tourism Management, 26, 9-17.
Zeydan, M., and Çolpan, C. (2009). A new decision support system for performance measurement using combined fuzzy TOPSIS/DEA approach. International Journal of Production Research, 47(15), 4327-4349.
Zhang, H. Q., Heung, V., and Yan, Y. Q. (2009). Play or not to play—An analysis of the mechanism of the zero-commission Chinese outbound tours through a game theory approach. Tourism Management, 30(3), 366-371.
Zhang, H. Q., Yan, Y. Q., and Li, Y. (2009). Understanding the mechanism behind the zero-commission Chinese outbound package tours: Evidence from case studies. International Journal of Contemporary Hospitality Management, 21(6), 734-751.
Zhang, S., Sun, B., Yan, L., and Wang, C. (2013). Risk identification on hydropower project using the IAHP and extension of TOPSIS methods under interval-valued fuzzy environment. Natural Hazards, 65(1), 359-373.
Zhang, X., Song, H., and Huang, G. Q. (2009). Tourism supply chain management: A new research agenda. Tourism Management, 30(3), 345-358.
Zhu, X., Yang, J., and Whitfield, M. (2012). E–government application in promoting local tourism in China: An empirical study. International Journal of Electronic Finance, 6(1), 13-34.
Zolfani, S. H., and Antucheviciene, J. (2012). Team member selecting based on AHP and TOPSIS grey. Inzinerine Ekonomika-Engineering Economics, 23(4), 425-434.
Zouggari, A., and Benyoucef, L. (2012). Simulation based fuzzy TOPSIS approach for group multi-criteria supplier selection problem. Engineering Applications of Artificial Intelligence, 25(3), 507-519.
 
二、中文資料
呂伊萱. (2016). 臺灣報媒建構下的陸客形象. 臺灣大學新聞研究所學位論文, 1-91.
林茂松. (2014). 開放陸客來臺觀光旅遊之政經分析﹐1949-2013. 臺灣大學政治學研究所學位論文, 1-212.
林瑞發. (2015). 陸客來臺觀光安全管理機制探討. 淡江大學中國大陸研究所碩士在職專班學位論文, 1-121.
范世平. (2010). 大陸觀光客來台對兩岸關係影響的政治經濟分析. 秀威出版.
凌國珍. (2014). 陸客來台觀光人流安全管理之研究. 淡江大學中國大陸研究所碩士在職專班學位論文, 1-102.
張宏生. (2009). 開放大陸人士來台旅遊對台灣觀光產業之效益影響. 臺灣觀光學報, 6, 15-32.
莊惠淳. (2009). 以港澳經驗分析陸客來台灣觀光政策. 淡江大學中國大陸研究所碩士班學位論文, 1-132.