9A. PARASUMAN, VALARIE A. Zeithmal, Leonard L Berry. A Conceptual model of Service quality and its implications for future researeh [ J ]. Journal of Marketing, 1985, ( 49 ) :41 - 50.
10A. PARASUMAN, VALARIE A. Zeithmal, Leonard L Berry SE- RVQUAL :A multiple -item scale for measuring consumer perceptions of service quality[J]. Journal of Retailing,1988,64( 1 ) :12 -40.