4Barsky, J. D., Labagh, R. A Strategy for Customer Satisfaction [ J ]. Cornell Hotel and Restaurant Administration Quarterly, 1992: P32-37.
5Marit G. Gundersen, Morten Heide, and UIf H. Olsson. Hotel Guest Satisfaction among Business Travelers: What are the Important Factors[ J]. Cornell Hotel and Resteraunt administration Quarterly, 1996:P72-81.
6Morgan, M.s. Benefit Dimesions of Midscale Restaurant Chains[ J]. Cornell Hotel and Restaurant Adminstration Quarterly, 1993: P40-45.
7Reid, R.D., Sandler, M. The Use of Technology to Improve Service Quality Cornell Hotel and Restaurant Administration Quarterly[ J].1992: P68-73.
8王捷二,彭学强.现代饭店规划设计[M].广州:广东旅游出版社,2002:5-9.
9Heskett,JL,Jr,Sasser,WE,Schlesinger,LA. The service profit chain . 1997
