9Oliver R L. A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions [ J ]. Journal of Marketing Research, 1980, (4) :460 -469.
10Chu R K, Choi T. An Importance-performance Analysis of Hotel Selection Factors in the HongKong Hotel Industry:a Comparison of Business and Leisure Travelers [ J ]. Tourism Management, 2000,(21): 363 -377.