1E W Anderson,C Fornel.Foundations of the American Customer Satisfaction Index[J]. Total Quality Management, 2000,9 (2) : 869-882.
2H Lee,D Yao. The Determinants of Perceived Service Quality and its Relationship with Satisfaction[J]. Journal of Services Marketing,2000,14 (3):217-231.
3B R Alexander.How to Construct a Service Quality Index in Performance Based Ratemaking[J]. The Electricity Journal, 2000,3 (4) : 46-54.