2parasuraman,A,Zeithaml,V.A,Berry,L L. SERVQUAL:A multipleitem scale for measuring consumer perceptions of service quality[J].Journal of Retailing,1988,(01):12-40.
3Cronin J J,Taylor S A. Measuring service quality:A re-examination and extension[J].Journal of Marketing,1992,(01):55-68.
4Rust,R T,Oliver,R L. Service quality:Insights and managerial implications from the frontier[A].In Service Quality:New Directions in Theory and Practice[A].CA:Sage Publications,1994.1-19.
5Gale,B.T. Managing Customer value:Creating quality and service that customers can see[M].New York:free Press,1994.8-11.
6Oliver,R.L. Management and evaluation of satisfaction process in retail setting[J].Journal of Retailing,1981,(03):25-48.
7Ulaga W. Customer value in business markets:An agends for inquiry[J].Industrial Marketing Management,2001,(30):315-319.
8Bitran G R,Lojo M P. A framework for analyzing the quality of the customer interface[J].European Management Journal,1993,(04):385-396.
9Zeithmal,V.A. Consumer perception of price,quality,and value:A means-end model and synthesis of evidence[J].Journal of Marketing,1988.2-22.
10Gale,B.T. Managing customer value:Creating quality and service that customers can see[M].New York:free Press,1994.5-7,29.
