5Paraguayan. A. , Valerie A. Zeithaml and Leonard L Berry. A Conceptual Model of Service Quality and its Implications for Future Research [ J ]. Journal of Marketing, 1985, (24) :41 - 50.
8Rod McColl, Bill Callaghan, Adrian Palmer, etc. Services Marketing[ M]. Sydney : McGraw Hill, 1998:212 - 216.
9Christian Gronroos. Service Management and Marketing: Managing the Moments of Truth in Service Competition [M]. Massachusetts: Lexington Books, 1990:201 - 220.