1Cowell D.The Marketing of Services[M].London Heinemann,1984.
2M T Alonso-rasgado,G Thompson,O J Dannemark.State of the Art in Service Design and Modeling[D].VIVACE Public,2004.
3Kotler P.Principles of Marketing Prestice-Hall[J].Englewood Cliffs,1982,624.
4Christopher H Lovelock.服务营销[M].北京:中国人民大学出版社,2001.
5Adrian Payne.服务营销精要[M].郑薇,译.北京:中信出版社,2003.
6Araslf Shahin.SERVQUAL AND Model of Service Quality Gaps:A Framework for Determining and prioritizing Critical Factors in Delivering Quality Services[R].1979.
7Judd R C.Similarities and Differences in Product and Service Retailing[J].Journal of Retailing,Winter,1968,(43):1-9.
3G. Lynn Shostack. Designing Services that Deliver [J].Harvard Business Review, Jan Feb, 1984, 133 - 139.
4James L. Heskett. Lessons in the Service Sector [J]. Harvard Business Review, March-April, 1987: 118 - 126.
5James A. Fitzsimmons, et al. Service Operations Management [M]. McGraw Hill, Inc. , 1982.
6Christopher H. Lovelock. Look to Consumers to In crease Productivity [J]. Harvard Business Review,May-June, 1979:168 - 170.
7Luis M. Huete. The Industrialization and Span of retail Banks' Delivery System [J]. International Journal of Operations and Production Management, 1988, 8 (3):46 - 66.
8Richard B. Chase. The Customer Contact Approach to Services: Theoretical bases and Practical Extensions[J]. Operations Research, 1981, 29(4): 698-706.
9Richard B. Chase and David A. Tansik. The Customer Contact Model for Organization Design [ J ].Management Science, 1983, 29(29): 1037-1050.