7[27]MOHR M,RUSSEL S A.North American Product Classification Systems:Concepts and Process of Identifying Service Products[C]//Proceedings of the 17th Annual Meeting of the Voorburg Group on Serivce Statistics.Nantes,France,2002. 被引量：1
8[28]SASSER W E,OLSON R P,WYCKOFF D D.Management of Service Operations[M].Boston:Allyn and Bacon,1978. 被引量：1
9[29]ZEITHAML V A,BITNER M J.Service Marketing[M].New York:McGraw-Hill,1996. 被引量：1
10[30]FITZSIMMONS J A,FITZSIMMONS M J.Service Management:Operations,Strategy and Information Technology[M].3rd ed.Boston,MA:McGraw-Hill,2001. 被引量：1
