6Surprenant C.F.,Solomon M.R.Redictability and Personalization in The Service Encounmr[J].Journal of Markefing,1987,(April):73-80.
7Shosmck G.Lynn.Planning the Service Encounter[M].J.A.Czepiel,M.R.Solomon,C.F.Surprenant.The Service Encounter.Lexington MA:Lexigton Books,1985:243-254.
8Grove,Fisk & Bitter,M.J.Dramatizing the Service Expefienee:a Managerial Approach.In Advances in Services Marketing and Management:Research and Practice,Vol.1,Terasa,A.S.,David,E.B,& Stephen,W.B,Eds.Greenwich,CT:JAL Press Inc.1992:91-121.
9Gmnroos C.Service Management and Marketing:Managing the Moments of Troth in Service Competition[M].USA:Lexington Books,1990.
10Bitner M.J.,Booms B.H.,Tetreault M.S.The service encounter:diagnosing favorable and unfavorable incidents[J].Journal of Marketing,1990,(January):71-84.