5C.K. Prahalad, Gary Hamel. The Core Competence of the Corporation. Harvard Business Review. 1990.68 (3)
6Oliver L R.A cognitive emodel of the antecedents and consequences of satisfaction decisions[J].Journal of Marketing Research,1980,(17):460-469
7Parasuraman A,Zeithaml A V,Berry L L.A conceptual model of service quality and its implication for future research[J].Journal of Marketing,1985,49:41-50
8Harland C.The dynamics of customer dissatisfaction in supply chain[J].Production Planning & Control,1995,6(3):385-392
9Cronin J J Jr,Tylor S A.Measuring service quality:A reexamination and extension[J].Journal of Marketing,1992,56:56-68