1[3]Gronroos C. Strategic Management and Marketing in the Service Sector[R]. Research Reports. Helsinki:Swedish School of Economics and Business Administration,1982,8: 15~17
2[4]Parasuraman A, Zeithaml V A, Berry L L. A Conceptual Model of Service Quality and Its Implications for Future Research[J]. Journal of Marketing, 1985,49(3):25~26
3[5]Liljander V. Comparison Standards in Perceived Service Quality[M]. Publications of the Swedish School of Economics and Business Administration,1995:122~125
4[6]Miller J A. Modifying Models, Eliciting Expectations, Posing Problems, and Making Meaningful Measurements[A]. In:Hunt H K. Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction[R]. Cambridge, Massachusetts: Marketing Science Institute, May 1977:72~91
5[7]Swan J E,Oliver R L. Automobile Buyer Satisfaction with the Salesperson Related to Equity and Disconfirmation[A]. In:Hunt H K,Day R L. Consumer Satisfaction, Dissatisfaction and complaining Behavior[C]. Bloomington, Indiana University, 1985:10~16
6[8]Zeithaml V A, Berry L L, Parasuraman A. Communication and Control Processes in the Delivery of Service Quality[J]. Journal of Marketing, 1988,52(1):112~113
7[9]Cadotte E R, Woodruff R B,Jenkins R L. Norms and Expectations: How Different are the Measures[A]. In:Day R L,Hunt H K . International Fare In Consumer Satisfaction and Complaining Behavior[C]. Bloomington, Indiana University,1983:49~56
8[10]Kahneman D,Tversky A. Prospect Theory: an Analysis of Decision under Risk[J]. Ecomometrica,March 1979,47: 363~391
9[11]Strandvik T. Tolerance Zones in Perceived Service Quality[M]. Publications of the Swedish School of Economics and Business Administration,1994:55~57
10[12]Johnston R. The Zone of Tolerance: Exploring the Relationship Between Service Transaction and Satisfaction With the Overall Service[J]. International Journal of Service Industry Management, 1995,6(2):48~49