3Grove, J. Steven, P. Raymond. Fisk, Mary Jo Bitner.Dramatizing the Service Experience: A Managerial Approach [J]. Advances in Service Marketing and Management, 1992, (1).
4Shostack, G. Lynn. Designing Services That Deliver[J]. Harvard Business Review, 1984, (1).
5F. F. Reichheld. The Loyalty Effect. [M]. Boston,Harvard Business School Press, 1996.
6Gronroos, Christian. A Service Quality Model and Its Marketing Implications. [J]. European Journal of Marketing, 1984, (4).
7A. Parasuraman, Valerie A. Zeithaml and Leonard L.Berry, A Conceptual Model of Service Quality and Its Implications for Future Research. [J]. Journal of Marketing, 1985, Fall.
8A. Parasuraman, Valerie A. Zeithaml and Leonard L.Berry. SERVQUAL: A Multiple Item Scale for Measuring Consumer Perceptions of Service Quality.[J]. Journal of Retailing, 1988, (64).
9H. Christopher, Lovelock. Marketing Service [M].NJ: Prentice Hall, 2001.
10J. L. Heskett, W. E. Sasser, L. A. Sehlesinger. The Service Profit Chain [M]. New York: The Free Press,1996.
3Liebenstein,Harvey,Bell,Daniel,Kristol,Irving.Micro-economics and X-Efficiency Theory: If There Is No Crisis, There Ought To Be. The Crisis in Economic Theory . 1981