2J.M.Juran.quality Control handbook[M].New York University Press.1980
3Parasuranman A.,Zeithaml V.and Berry L.L.SEEVQUAL:a multiple item scale for measuring customer satisfactions of service quality.Journal of Retailing,1988,64 (1):12-40.
4[6]Parasuraman A,Zeithaml V.A,Berry L.L.A MultipleItem Scale for Measuring Consumer Perceptions of Service Quality[J].Journal of Retailing,1988,64(1):12-40.
5Durvasula,Srinivas Lysonski,Steven Mehta,Subhash C.Service Encounters:The Missing Link Between Service Quality Perceptions And Satisfaction.Journal of Applied Business Research,Summer2005,21(3):l5-26,12.
6Yonggui Wang,Hing-Po Lo and Yongheng Yang An Integrated Framework for Service Quality,Customer Value,Satisfaction:Evidence from China' s Telecommunication Industry,Yonggui Wang,Hing-Po Lo and Yongheng Yang,Information Systems Frontiers 6:4,325-340,2004.
