6Parasuraman A, Zeithaml V A, Berry L L. Servqual: A Multiple-Item Scale for measuring Consumer Perceptions of Service Quality [ J ].Journal of Retailing, 1988, 64( 1 ).
4HESKETT JAMES L,W EARL SASSER JR,LEONARD A SCHLESINGER.The service profit chain[M].New York:The Free Press,1997.
5KIMES SHERYL E.How product quality drives profitability:the experience at holiday inn[J].Cornell Hotel and Restaurant AdministrationQuarterly,2001,42(3):25-28.
6SHEMWELL DONALD J,UGUR YAVAS.Measuring service quality in hospitals:scale development and managerial applications[J].Journal of Marketing Theory and Practice,1999,7(3):65-75.
7SMITH ANNE M.The impact of scale characteristics on the dimensionality of the service quality construct[J].The Service Industries Journal,2000,20(3):167-190.
8BRADY MICHEAL K J,JOSEPH CRONIN JR.Some new thoughts on conceptualizing perceived service quality:a hierarchical approach[J].Journal of Marketing,2001,65(3):34-49.
9JOHNSTON ROBERT.The determinants of service quality:satisfiers and dissatisfiers[J].International Journal of Service Industry Management,1995,6(5):53-71.
10DRIVER CAROLE,ROBERT JOHNSTON.Understanding service customers:the value of hard and soft attributes[J].Journal of Service Research,2001,3(2):130-139.