6Bitner, Mary, J.. Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses [J]. Journal of Marketing, 1992, 54(4): 69-82.
7Zeithaml, V., Parasuraman, A., Berry, L. Problems and Strategies in Services Marketing [J]. Journal of Marketing, 1985, 49 ( Spring):33-46.
8Bettercourt, L A.. Customer Voluntary Performance: Customers as Partners in Service Delivery [J]. Journal of Retailing, 1997, 73(3): 383- 406.
9Milliman, R.. Using Background Music to Affect the Behavior of Supermarket Shoppers [J]. Journal of Marketing, 1982, 46 ( Summer ): 86-91.
10Milliman, R.. The Influence of Background Music on the Behavior of Restaurant Patrons [J]. Journal of Consumer Research, 1986, 13 (September):286-289.