2Heskett, J. L. , Jones, T. O. , Loveman, G. W. , Sasser, W. E. , and Schlesinger, L. A. Putting the Service -- Profit Chain to Work[J]. Harvard Business Review, Vol. 72, No. 2, 1994, p. 166. 被引量：1
3[3]Jones,P.,quality,Capacity and Productivity in Service Industries[J],International Journal of Hospltality Management,1988,vol.7 no.2,pp.104-112 被引量：1
4LOVELOCK C H,YOUNG R F. Lood to customers to increase productivity [J]. Harvard Business Review, 1979,57 (3):168-178. 被引量：1
5FITZGERALD L, JOHNSTON R, BRIGNALL T J, et al.Performance Measurement in Service Businesses [M]. London:CIMA,1991. 被引量：1
6PROKOPENKO J. Productivity Management: A Practical Handbook [M]. Paris: International Labour Office, 1997. 被引量：1
7SLACKN,CHAMBERSS,JOHNSTON R. Operations Management[M]. Harlow :Prentice-Hall,2001. 被引量：1
