Buttle F,SERVQUAL:Review,critique,research agenda,European of Marketing,1996(1).
[2]
Binter M J;Boom B H;Tetreault M S,The service encounter:Diagnosing favorable and unfavorable incidents,Journal of Marketing,1990(1).
[3]
Gronroos C,A service quality model and its marketing implications,European Journal of Marketing ,1984, 18(04).
[4]
Parasuramn A;Zeithaml V A;Berry L L,A conceptual model of service quality and its implications for future,Research Journal of Marketing,1985.
[5]
Donthu N;Yoo B,Cultural influences on servicequality expectations,Journal of Service Research,1998(2).
[6]
Orwig R A;Pearson J;Cochran D,An empirical investigation into the validity of SERVQUAL in the public sector,Public Administration,1997.
[7]
Nagata H;Satoh Y;Gerrard S,The dimensions that construct the evaluation of service quality in academic libraties,Performance Measurement and Mertrics,2004(2).
[8]
Brady M K;Cronin J J,Some new thought on conceptualizing perceived service quality:A hierarchical approch,Journal of Marketing,2001(7).
[9]
Griffin A;Hauser J R,The voice of the customer,Marketing Science ,1993, 12(01).
Cook, Colleen ;Heath, Fred M,Users\' perceptions of library service quality: a LibQUAL+ qualitative study,Library trends ,2001, 49(4).
[12]
Yap D;Gable G G;Chan T,Towards global service quality dimensions:an exploration of commonality in Service Quality Measurement across industries,Toowoomba,2007.
[13]
Donnelly M;Shiu E,Assessing service quality and its link with value for money in a UK local au-thority\'s housing repairs service using the SERVQUAL approach,Total Quality Management,1999(4).
[14]
Fujun Lai ;Joe Hutchinson ;Dahui Li ;Changhong Bai,An empirical assessment and application of SERVQUAL in mainland China\'s mobile communications industry,International Journal of Quality & Reliability Management,2007, 24(3).
[15]
Furrer O;Liu B;Sudharshan D,The Rehrtionships be-tween culture and service quality perceptions,Journal of Service Research,2000(4).
[16]
Churchill G A Jr,A paradigm for developing better measure of marketing constructs,Journal of marketing Research,1979(15).