9Michael D.Johnson,Anders Gustafsson,Tor Wallin Andreassen,Line Lervik,Jaesung Cha.The evolution and future of national customer satisfaction index models[J].Journal of Economic Psychology,2001,22:217～245.
10Parasuraman A.Zeithaml A.Berry L.L.A conceptual model of service quality and its implications for further research[J].Journal of Marketing,1985,49(4):41～50.
