1Durvasula,Srinivas Lysonski,Steven Mehta,Subhash C.Service Encounters:The Missing Link Between Service Quality Perceptions And Satisfaction.Journal of Applied Business Research,Summer2005,21(3):l5-26,12.
2Yonggui Wang,Hing-Po Lo and Yongheng Yang An Integrated Framework for Service Quality,Customer Value,Satisfaction:Evidence from China' s Telecommunication Industry,Yonggui Wang,Hing-Po Lo and Yongheng Yang,Information Systems Frontiers 6:4,325-340,2004.
2[2]Goe ran Svensson. A triadic network approach to service quality. Services marketing, 2002,16(2): 158-179
3Antreas D Athanassopoulos.Customer Satisfaction Cues To Support Market Segmentation and Explain Switching Behavior.Journal of Business Research 47,2000:191-207
4Fred Selnes,Kjell G φ nhang,Effects of Supplier Reliability and Benevolence in Business Marketing,Journal of Business Research 49,2000:259-271
5Joele E Urbany,Peter R Dickson,Alan G Sawyer,Insights Into Cross-and Within-Store Preice Search:Retailer Estimates Vs.Consumer SelfReports,Journal of Retailing,Volume 76(2):243-258
6Peter J McGoldrick,Elisabeth Andre,Consumer misbehavior:Promiscuity or loyalty in grocery shopping,Journal of Retailing and consumer services,Vol.4,No.2,1997:73-81
7Richard A Spreng,Cornelia Drokge.The Impact on Satisfaction of Managing Attributes Expectations:Should Performance Claims Be understated or Overstated.Journal of Retailing and Consumer Services 8,2001:261-274