2Berry, Leonard. How to Improve the Quality of Service(audiotape presentation)[J].Chicago: Teach'Em, Inc,1988:pp85-91.
3Berry, Leonard L. & Parasuraman,A. Marketing Services: Competing through Quality[M].New York: The Free Press,1991:pp101-123.
4Berry, Leonard L. & Parasuraman, A. Services marketing starts from within[J].Marketing Management, Winter,1992:pp155-158.
5Gronroos, C. Internal Marketing-An Integral Part of Marketing Theory [A].In Donnelly, J.H. and George, W.E.(Eds), Marketing of Services[C]. American Marketing Association Proceedings Series, 1981:pp.236-238.
6Gronroos.C.Internal Marketing-theory and practice[A].In Services marketing in a changing Environment [C].Block TM, Upah GD,Zeithaml VA,(eds). Chicago: AMA Proceedings Series,1985:pp41-47.
7Haley, Russell. Benefit Segmentation: A Decision-oriented Research Tool[J].Journal of Marketing, Vol .32, July,1968:pp.30-35.