4Oliver R L.Cognitive,Affective,and Attribute Bases of the Satisfaction Response[J].Journal of Consumer Research,1993,20,(3):418-430.
5Parasuraman A,Zeithaml V A,Berry L L.A Conceptual Model of Service Quality and Its Implications for Future Research[J].Journal of Marketing,1985,49,(4):41-50.
6Mentzer J T,F.Logistics Service Quality as a SegmentCustomized Process[J].Journal of Marketing,2001,65,(4):82-104.