7Parasuraman A. , Zeithaml V. A. and Berry L. L. Reassessment of expectations as a comparison standard in measuring service quali- ty[J]. Journal of Marketing, 1994,58(1) : 111-124.
8Cronin J. J. and Taylor S. A. Servperf versus Servqual: reconciling performancebased and perceptionsminus-expectations measure ment of service quality[J]. Journal of Marketing, 1994, 58 ( 1 ): 125- 131.
9Parasuraman Pu , Zeithaml V. A. and Berry L. L. Servqual: a multiple-item scale for measuring consumer perceptions of service quality[J]. Journal of Retailing, 1988,64 ( 1).- 12-40.