4GRONROOS C. A service quality model and its mar- keting implications[J]. European Journal of Market- ing,1984,18(4) :36-44.
5PARASURAMAN A, ZEITHAML V A, BERRY L L. A conceptual model of service quality and its implica- tions for future research[J]. Journal of Marketing, 1985,49 (3):41-50.
6LAI F, HUTCHINSON J, An empirical assessment and application of servqual in China's Mainland's mobile communications industry [J]. International Journal of Quality & Amp Reliability Management, 2007,24(3): 244-262.
7QUAN Jichuan, WANG Bing, LIU Yong. Evaluating Service Quality in Official Vehicle Management [C]// The 2nd International Conference on Management Sci- ence and Management Innovation. Guilin: Atlantis Press, 2015:544-549.
