1Gronroos C. Strategic Management and Marketing in the Service Sector [R]. Helsinki: Swedish School of Economics and Business Administration, Research Reports No. 8, 1982.
2Parasuraman A, Zeithaml V, Berry L. SERVQUAL: A MultipleItem Scale for Measuring Consumer Perceptions of Service Quality[J]. Journal of Retailing, 1988(Spring): 12 -40.
3Parasuraman A, Zeithaml V, Berry L. Refinement and Reassessment of the SERVQUAL Scale [J]. Journal of Retailing, 1991(4) :420 -450.
4Hofstede G. Culture' s Consequences: International Differences in Work-Related Issues [M]. Beverly Hills, CA: Sage, 1980. 106-137.
5Donthu N, Yoo B. Cultural Influences on Service Quality Expectations [J]. Journal of Service Research, 1998(2): 178 -186.
6Furrer O, Liu B, Sudharshan D. The Relationships Between Culture and Service Quality Perceptions [J]. Journal of Service Research, 2000 (4): 355 - 371.