4NAHM A Y,VONDEREMBSE M A,KOUFTEROS X A.The im-pact of organizational structure on time-based manufacturing andplant performance[J].Journal of Operator Theory,2003,36(8):1065-1086.
5VARGO S L,LUSH R F.Evoling to a new dominant logic formarketing[J].Journal of Marketing,2004,68(1):1015-1108.
6ALEX M,GIDEON N.Implementation of service profit chain initi-atives in a franchies system[J].Journal of Services Marketing,2006,22(2008):13-23.
7WILLAM J S.Operations management[M].2007:48-63.
8HERINGTON C,IOHNSON L W.The relationship-profit chain:conceptual framework and propositions[J].International Jounal of Services,Technology and Management,2010,14(8):144-162.
9ZOE S D,NANCY P.Test of a service profit chain model in theGreek banking sector[J].Euro Med Jounal of Business,2011,6(2):142-154.
10YEE R A W Y,YEUNG ACL,CHENG T C E.The servicechain:An empirical analysis in high-contact service indusrries[J].International Journal of Production Economics,2011,130(2):236-245.