5David Osborne and Ted Gaebler,Reinventing Governmenthow the entrepreneurial spirit is transforming the public sector[M].Addison-Wesley Publishing Company,Inc.1992.
6David Osbome and Ted Gaebler,Reinventhag Governmenthow the entrepreneurial spirit is transforming the punic sector[M].Addison-Wesley Publishing Company,Inc.1992.
7Claes Fomell,Michael DJohnson,Eugene W Anderson,Jaesung Cha,&Barbara Everitt Bryant, The American Customer Satisfaciton Index:Nature ,Purpose,and Findings [J].Journal of Marketing, Oct 1996,60(4)7-18.
8National Quality Research Center,University of Michigan Business School .American Customer Satisfaction Index Model.
9Other Public Sector Scores Special Report on Government Services December 15, 2003,2001 Federal Government score revised December 2002.
10Executive Order 12862,The White House Office of the Press Secretary,1993.
