3Fornell C. A national customer satisfaction barometer: the Swedish experience. Journal of Marketing, 1992, 56(1): 6-21.
4Brecka J. The American customer satisfaction index. Quality Progress, 1994, 27(10): 41-44.
5Thomson K. The benefits of measuring customer satisfaction. CMA Magazine, 1995, 69: 32-36.
6Vasilash G. An overview of ACSI Quality Progress, 1995, 28(3): 51-53.
7David Foster. Measuring customer satisfaction in the tourism industry. Third International & Sixth National ResearchConference on Quality Management, 1999.
8湛莉.[D].南京师范大学,2003.
9Millan A, Esteban A. Development of a multiple-item scale for measuring customer satisfaction in travel agencies services. Tourism Management, 2004, 25(5): 533-546.