2Sureshchandar G S, Rajendran C, Anantharaman R N. The relationship between management's perception of total quality service and customer perceptions of service quality [ J ]. Total Quality Management, 2002, 13 (1): 69-88.
3Abas Z, Yaacob Z. Exploring the relationships between total quality management ( TQM ), strategic control systems ( SCS ) and organizational performance (OP) using a SEM Framework[J]. The Journal of American Academy of Business, 2006, 9(2) : 161 - 167.
4Prajogo D I, Sohal A S. The relationship between organizational strategy, toted quality management (TQM), and organizational performance-the mediating role of TQM [ J ]. European Journal of Operational Research, 2006, 168:35 - 50.
5Sigala M. Integrating customer relationship management in hotel operations: managerial and operational implications [ J]. Hospitality Management, 2005, 24: 391-413.
6Homburg C, Pflesser C. A multiple layer model of market-oriented organizational culture: Measurement issues and performance [ J ]. Journal of Marketing Research, 2000, 37 (4) : 449 -462.
7Fuentes M M F, Montes F J L, Ferndez L M M. Total quality management, strategic orientation and organizational performance: the case of Spanish companies[J]. Total Quality Management, 2006, 17 (3) : 303 - 323.
8Tax S S, Brown S W, Chandrashekaran M. Customer evaluations of service complaint experiences: Implications for relationship marketing [J]. Journal of Marketing, 1998, 62: 60-76.
9Babakus E, Yavas U, Karatepe O M, Avci T. The effect of management commitment to service quality on employees' affective and performance outcomes[J]. Journal of the Academy of Marketing Science, 2003, 31 (3): 272-286.
10Worsfold P. HRM, performance, commitment and service quality inthe hotel industry [ J ]. International Journal of Contemporary Hospitality Management, 1999, 11 (7): 340-350.
3ANDERSEN P, PETERSEN N. 1993. A Procedure for Ranking Efficient Units in Data Envelopment Analysis [ J ]. Management Science ,39 : 1261-1264.
4CHARNES A, COOPER W, RHODES E. 1978. Measuring the Efficiency of Decision Making Units [ J ]. European Journal of Operation Research, 2 : 429-444.
5FARE R, et al. 1994. Productivity Growth, Technical Progress and Efficiency Changes in Industrialized Countries [ J ]. American Economic Review, 84 : 66-85.