2Yap D, Gable G G, Chan T. Towards global service quality dimensions : an exploration of commonality in Service Quality Measurement across industries [ C ]. 18th Australasian Conference on Information System [A] ,Toowoomba, 2007:907-915.
3Cook C, Heath F M. Users' perceptions of Library Service Quality: A LibQUALt qualitative study [J]. Library Trends,2001,49(4) :548 -584.
4Griffin A, Hauser J R. The voice of the customer [ J ]. Marketing Science, 1993,12 ( 1 ) : 1 - 27.
5Zeithaml V A, Berry L L, Parasuranman A. The behavioral consequences of service quality [ J ]. Journal of Marketing, 1996, 60(2) :31 -46.
7Fomell C, Larcker D. Evaluating structure equations models with unobservable variables and measurement error [ J ]. Journal of Marketing Research,1981,18(2) :39 -50.
8Yoo Charls B, Donthu N. Developing and validating a muhidimensinal consumer-based brand equity scale. Journal of Business Research, 2001,52 (1) :1 -14.
9Mcalexander J H, Schouten J W, Koenig H F. Building brand community. Journal of Marketing, 2002,66( 1 ) :38 -54.
10Anderson J C, David W G. Structural equation modeling in practice: a review and recommended tow-step approach. Psychology Bulletin, 1988, 103(3) :411 -423.
