1Zeithaml V Bitner M.Services Marketing[M].北京:机械工业出版社,1998.147.
2詹姆斯·赫斯克特等 牛海鹏(译).服务利润链[M].北京:华夏出版社,2001..
3[4]Bowen David E.and Lawler Edward E.Empowering Service Employees.Sloan Manangement Review.1995.36(4)1 73.84.
4[5]Thomas Kenneth W.and Veltllouse Betty A.Cognitive Elements of Empowerment:An Interpretive Model Task Motivation.Academy of Management Review,1990,Vo1.15(4):666~681.
5[7]Goodal John C.,Koerlrner Melissa and Roney Jennifer.Analyzing the Impact of Service Provider Empowerment on Perceptions of Service Quality Inside an Organization.Journal of Quality Management,1997,2(2):191~215.
6[8]Fulford Mark D.and Enz cathy A.The Impact of Empowerment on Service Employees.Journal 0f Managerial Issues,1995,7(2):161~175.
7[9]Robbins T.L.,crino M.N.and Fredendall L.D.An Integrative Model of the Empowerment Process.Human Resource Management Review,2002,12:419-443.
8[10]Hoffman K.Douglas and Ingram Thomas N.Service Porvider Job Satisfaction and Customer Oriented Performance.Journal of Services Marketing,1992,6(2):68~78.
9[11]Peccei Riccardo and Rosenthal Patrice.Delivering Customer-0riented Behaviour Through Empowerment:An Empirical Test of HRM Assumptions.Journal of Management Studies,2001,38(6):831-857.
10[12]Bandura A.Self-efficacy Mechanism in Human Agency.American Psychologist,1982,37:122~147.