1Parasuraman A,Zeithaml V,Berry L.L.SERVQUAL:A Multi-Item Scale for Measuring Customer Perceptions of Service Quality[J].Journal of Retailing,1988,64(1);.
2Zhao Xiaode, Bai Changhong, Hui YV. An Enpirical Assessment and Application of AERVQUAL. in a Mainland Chinese Department Store [J] Total Quality Management, 2002, 13. (02).
3Carman, jame M. Consumer perception of service quality: an assessment of the AERVQUAL dimensions[J]. Journal of Retailing, 1990, 66, (01).
4国家旅游局.中国旅游统计年鉴[K].北京:中国旅游出版社,2004..
5Parasuraman A,Zeithaml V, Berry L L. SERVQUAL: A MultipleItem Scale for Measuring Consumer Perceptions of Service Quality [J]. Journal of Retailing, 1988,64( 1 ): 12 -40.
6Gronroos C. Strategic Management and Marketing in the Service Sector[R]. Helsinki:Swedish School of Economics and Business Administration, 1982:59 - 68.
7Parasuraman A,Zeithaml V, Berry L L. Refinement and Reassessment of the SERVQUAL Scale [ J ]. Journal of Retailing, 1991,67(4) :420 -450.
8Parasuraman A, Zeithaml V, Berry L L. Alternative Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria [ J ]. Journal of Retailing,1994,70(3 ) :201 - 230.
9Heung V C S,Wong M Y, Qu H. Airport-restaurant Service Quality in Hong Kong [ J]. Cornell Hotel and Restaurant Administration Quarterly, 2000,41 ( 3 ) :86 - 96.
10Khan M. ECOSERV: Ecotourists' Quality Expectations [J]. Annals of Tourism Research, 2003,30( 1 ) :109 - 124.