5Gronroos C.Strategic“Management and Marketing in the Service Sector”,Research Reports No.8,S wedish School of Economics and Business Administration,Helsinki,1982. 被引量：1
6A.Parasuraman,V.A.Zeithamal,and L.L.Berry.“SERVQUAL:A Multiple–Item Scale for Measursing Consumer Perceptions of Service Quality”,Journal of Retailing,Vol.64 No.1,Spring,1988,pp.12-40. 被引量：1
