3[27]MOHR M,RUSSEL S A.North American Product Classification Systems:Concepts and Process of Identifying Service Products[C]//Proceedings of the 17th Annual Meeting of the Voorburg Group on Serivce Statistics.Nantes,France,2002.
4[28]SASSER W E,OLSON R P,WYCKOFF D D.Management of Service Operations[M].Boston:Allyn and Bacon,1978.
5[29]ZEITHAML V A,BITNER M J.Service Marketing[M].New York:McGraw-Hill,1996.
6[30]FITZSIMMONS J A,FITZSIMMONS M J.Service Management:Operations,Strategy and Information Technology[M].3rd ed.Boston,MA:McGraw-Hill,2001.
7[31]GADREY J.The Misuse of Productivity Concepts in Services:Lessons from a Comparison Between France and the United States[C]//Productivity,Innovation and Knowledge in Services:New Economic and Socio-economic Approaches.Edward Elgar:Cheltenham,UK,2002.
8[32]IBM Research.Services Science,Management and Engineering-Services definition[EB/OL].http://www.research.ibm.com/ssme/services.shtml.2008.
9[33]LOVELOCK C H.Classifying Services to Gain Strategic Marketing Insights[J].Journal of Marketing,1983,47(3):9~20.
10[34]CUNNINGHAM L F,YOUNG C E,ULAGA W,et al.Consumer Views of Service Classifications in the USA and France[J].Journal of Services Marketing,2004,18(6):421~432.