5DEMING E W.Out of Crisis[M].Cambridge:The MIT Press, 1986: 5.
6OLIVER L.A cognitive model of the antecedents and consequences of satisfaction decisions [J].Joumal of Marketing Research, 1980, 17 (11) : 460--469.
7RATY H, KASANEN K.Parents'perceptions of their chil- dren's schools:findings from a five-year longitudinal study [J].Educational Studies, 2007,33 (3) : 339-351.