4Eichel E. , Bender HE. Performance appraisal: a study of current techniques [ J ]. American Management Asso- ciation, NY, 1984.
5Parasuraman, A. Zeithaml, Valarie A, Berry, Leonard L. Servqual: a multiple - item scale for measuring consumer perceptions of service quality [ J ]. Journal of Retailing, 1998, 64 ( 1 ) : 12 - 40.
6Baker J. The role of the environment in marketing serv- ice : the consumer perspective [ M ]. Chicago, IL: A- merican Marketing Association, 1986 : 79 - 84.
7Bitner M J. Service scopes: the impact of the physical surroundings on customers and employees [ J ]. Journal of Marketing, 1992(56) : 57 -71.
8Oliver Richard L. Measurement and evaluation of satis- faction processes in retail settings [ J ]. Journal of Retai- ling,1981,57(3) :25 -48.
9Borman W. C. , Motowidlo, S. J. Expanding the crite- rion domain to include elements of contextual perform- ance[ M]. N. Schmitt, W. C. Borman(Eds. ). Per- sonnel Selection in Organizations [ C ]. San Francisco: Jossey - Bass, 1993.
