4Abby Ghobadian.Service quality concepts models [J].International Journal of Quality&Reliability Management,1994.
5Parasuraman A,Zeithaml V,Berry L L.SERVQUAL.A Multiple-Item Scale for Measuring Consumer Perception of Service Quality [J].Joumal of Retailing, 1988.
6Ko de Ruyter,Martin Wetzels.On the Perceived Dynamics of Service Quality.Journal of Retailing and Consumer Vol.4,No.2.(1997).
7Stephen J.O'Connor,Hanh Q.Trinh,Richard M Shewchuk.Perceptual Gaps in Understanding Patient Expectations for Health Care Service Quality [J].Health Care Manage Review,2000(2).
8亚当·斯密.国民财富的性质和原因的研究(上卷)[M].北京:商务印书馆,1997,12..
9Boston Consulting Group (2000)[R/OL].http://www.ecommercetimes.com/perl/story/4695.html.
8Peter Kenzelmann. Kundenbindung [ M ]. Berlin : Cornelsen Verlag Skriptor GmbH & Co KG, 2008.
9Christian G, Service quality model and its marketing implications [ J ]. European Journal of Marketing, 1984, ( 18 ) : 36-44.
10Akbaba A. Measuring service quality in the hotel industry : A study in a business hotel in Turkey [ J ] . Hospitality Management, 2006, 25 ( 2 ) : 170-192.