2[3]PARASURAMAN A,ZEITHAML V A,BERRY L L.Servqual:a Multiply-Item Scale for Measuring Consumer Perceptions of Service Quality[J].Journal of Retailing,1988,64:12-40.
3[4]BITNER M J,BERNARD H B,STANFIELD M T.The Service Encounter:Diagnosing Favorable and Unfavorable Incidents[J].Journal of Marketing,1990,54:71-84.
4[5]BOLTON R N,DREW J H.A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes[J].Journal of Marketing,1991,55:1-9.
5[6]BRADY MICHAEL K,JOSEPH CRONIN J,RICHARD R BRAND.Performance-Only easurement of Service Quality:Replication Extension[J].Journal of Business Research,2002,55(1):17-31.
