游客感知景区服务质量评价研究
|
摘要
随着国内外旅游业的迅速发展,景区服务质量已经成为理论界和业界关注的重要课题之一。从现实来看,世界休闲度假潮流的涌来,对景区的数量、容量、类别提出了全方位的挑战,这就要求景区分布更优、配套更高、秩序更好、服务质量更佳,只有这样才能形成更加强大的旅游产品供给体系。然而,目前我国景区的现状却难以适应这种更高的要求。因此,如何对景区服务质量进行客观评价,是全面提升景区产品质量的一个关键。从现有理论研究的发展来看,在服务质量、顾客满意、顾客忠诚这些争芳斗艳的理论研究中,服务质量评价的研究却显得比较苍白,服务质量评价的实际运用也不尽人意,服务质量实践贫穷的原因之一也源于理论研究比较滞后。对于景区服务质量评价中的许多关键性问题依然存在着激烈的争论,难以找到现成和权威的答案。在研究过程中,对景区服务质量评价的维度、各维度构成的要素等方面也存在很大分歧。所采用的研究也是五花八门、各不相同。理论上研究“盲区”的存在,为深入研究这个问题提供了巨大的空问。
论文以景区服务质量评价为核心内容,首先对国内外顾客感知服务质量理论和旅游服务质量理论进行研究和分析,全面梳理了景区服务质量的概念、特性、组成要素以及景区服务质量的评价方法。在理论研究的基础上,提出了游客感知景区服务质量的概念模型和理论分析模型,为实证研究奠定了理论和模型基础。论文选取陕西西安两个具有代表性的核心景区大唐芙蓉园和华山景区作为实证研究的对象,运用焦点小组、专家访谈等探索性研究方法和技术,获得和筛选游客感知景区服务质量的评价项目,通过信度与效度分析及探索性因子分析确定初步的测量问卷,利用社会统计学软件SPSS软件和结构方程模型分析软件LISREL,对量表测量项目进行分析,最终确定了游客感知景区服务质量评价量表的测量项目,包括7个维度,共有40条语句。其中,美观性4项；安全性5项；敏感性6项；有形性8项；保证性5项；环境性5项；移情性7项。在此基础上进一步构建了游客感知景区服务质量评价体系。
论文通过理论研究与实证研究解决了以下问题：探讨了游客感知景区服务质量评价的要素构成及各要素的重要性排序,通过游客感知景区服务质量量表的设计与检验,确立最终量表测量项目,以期构建一套完整的游客感知景区服务质量评价体系,为景区服务质量管理提供决策依据。最后根据实证研究的结果总结出我国景区服务质量存在的问题,并对这些问题进行了深入的剖析,提出基于游客感知的景区旅游服务质量的管理策略。
在学习、研究和借鉴前人研究成果的基础上,本论文的创新主要体现在以下几个方面：
第一,拓展了现有研究的视角。
景区服务质量评价并不是一个全新的研究领域,之前很多学者已经打下了坚实的理论基础,对于这样一个发展性的选题作者旨在对前人的研究成果有所发展和深化。本论文从游客感知的角度入手,以游客为评价主体来研究景区服务质量。在一定程度上拓展了景区服务质量评价的研究视角。
第二,对SERVQUAL模型进行修正并将其运用到论文的实证研究中
由于目前游客感知景区服务质量的评价维度尚未得到公认,本研究在理论分析的基础上,设计开发了游客感知景区服务质量评价量表,并运用社会统计分析软件和结构方程模型分析软件对该量表进行了信度与效度的检验和分析,最终确立了包含7个维度和40个测量项目的评价量表。
第三,论文提出了游客感知景区服务质量的概念模型和理论分析模型,作为研究的基础前提。
作者在文献回顾和定性研究的基础上,结合景区业的特点参考格罗鲁斯的顾客感知服务质量模型和PZB的差距模型,提出了游客感知景区服务质量的概念模型,作为论文研究假设的依据。在概念模型的基础上,本研究提出游客感知景区服务质量评价体系的理论模型。这一研究模型的特点在于事先划分游客感知景区服务质量评价要素的构成维度,然后通过实地调研,经过一系列的实证步骤来验证研究所提出的维度,最终得到可操作和量化的游客感知景区服务质量评价体系。
As the core and spatial carrier of tourism activities, scenic regions are important components of tourism system. With the flourish development of tourism industry in our country, the tourism service quality of scenic regions comes to be the key factor to the industry competition. Only to set up a good public praise can we achieve sustainable development of the scenic regions'operation. Quality service is one of the important factors to ensure the tourist to get a high-quality tourism experience in the scenic regions. High experience quality of the tourists is the foundation for the scenic regions to establish a good image in the market and fine public praise among the tourists, as well as the source for the scenic regions to guarantee steady tourist flows and achieve sustainable development. However, a few scenic regions at present in our country consider that they can keep monopoly operation in the market with its unique and scarce tourism resources. They overlook the importance and continuous improvement of the scenic regions'service quality. And thereby, in some of the scenic regions, there are top-rate scenery with third-rate services, which severely affect their attractions and virtuous development. Especially, as the domestic tourism industry in our country is fast developed in recent years, more and more problems of service quality have been exposed during the practical management and tourist reception in the scenic regions, which has tarnished the image of the scenic regions, depressed the tourism experiences of the tourists and affected the long-term and sustainable development of the scenic regions.
The core content of this study is the evaluation of the scenic regions service quality. By the analysis of the characteristics of the scenic regions'service products taking the tourists as the evaluation subject, combining with the field survey and analysis of some scenic regions in Xi'an area, we hope to solve such questions as:What factors is the service quality evaluating system by the tourist of the scenic regions composed of? How important are these factors? By designing, developing and testing the Tourist's Service Quality Perception of Scenic Regions Scale, and confirming final scale items, we hope to establish a whole tourists'perception evaluating system of scenic regions service quality, which can be used by the scenic regions to make decisions accordingly in their service management. Finally we summarize the existent problems of the scenic regions'service quality on the basis of the result of the survey, deeply dissect these problems and at last raise management strategies of scenic regions tourism service quality based on the tourist perception. This article is divided into seven chapters, of which the core content is formed from chapter 3 to chapter 6.
Chapter 1:Introduction. Put forward this paper's research objects on the basis of the analysis of the research background. At the same time, indicate the research approach, research methods, content and frame of this article.
Chapter 2:Theories'Overview. Encircling the research subject and adopting the classification method to summarize some important concepts and theories systematically, which are closely related to this study, such as service, scenic regions service, service quality, scenic regions service quality and so on.
Chapter 3:The customer's service quality perception model and evaluation methods. After research on customer's service quality perception and evaluation model and make analysis of the relationship between customer's satisfaction and service quality perception, indicate the evaluation methods of customer perception service quality by deep research on the measure dimensionality of customer's service quality perception. Provide theoretical model and judging methods for the demonstration research.
Chapter 4:The concept model and theoretical model of tourists'quality perception evaluation. In this chapter, concept model for tourists'service quality perception of the scenic regions and theoretical model for evaluation system of tourists'service quality perception of the scenic regions are proposed, based on which the research hypothesis of this study is brought forward. Furthermore, methods and process of
demonstration research is introduced and the designing process of questionnaire and obtaining of previous testing data are illustrated in this chapter
Chapter 5:The development of evaluation scale and the construction of evaluation system. This chapter is the part of the demonstration research. It takes Huashan Mountain and Tang Paradise as the research scenic regions. Developing and designing of the Evaluation Scale of Tourists'Service Quality Perception of the Scenic regions by demonstration research, make factor analysis of the scale and filtering test items of the scale with the auxiliary of social statistics software. Reliability and validity test of the scale, and final confirmation of the test items of the scale which compose the evaluation system of tourists'service quality perception of the scenic regions.
Chapter 6:Service quality management of the scenic regions based on tourists'perception. On the basis of previous theoretical analysis and demonstration research, existent problems about the service quality of the scenic regions in our country are generalized and their deep-seated reasons are analyzed. Finally, the management strategies of scenic regions' service quality based on tourists'perception are proposed.
Chapter7:Conclusions and prospects. Mainly summarize this article, refine the viewpoints and point out the problems and suggestions that remain to be further studied, so as to serve as the reference of follow-up research.
论文以景区服务质量评价为核心内容,首先对国内外顾客感知服务质量理论和旅游服务质量理论进行研究和分析,全面梳理了景区服务质量的概念、特性、组成要素以及景区服务质量的评价方法。在理论研究的基础上,提出了游客感知景区服务质量的概念模型和理论分析模型,为实证研究奠定了理论和模型基础。论文选取陕西西安两个具有代表性的核心景区大唐芙蓉园和华山景区作为实证研究的对象,运用焦点小组、专家访谈等探索性研究方法和技术,获得和筛选游客感知景区服务质量的评价项目,通过信度与效度分析及探索性因子分析确定初步的测量问卷,利用社会统计学软件SPSS软件和结构方程模型分析软件LISREL,对量表测量项目进行分析,最终确定了游客感知景区服务质量评价量表的测量项目,包括7个维度,共有40条语句。其中,美观性4项；安全性5项；敏感性6项；有形性8项；保证性5项；环境性5项；移情性7项。在此基础上进一步构建了游客感知景区服务质量评价体系。
论文通过理论研究与实证研究解决了以下问题：探讨了游客感知景区服务质量评价的要素构成及各要素的重要性排序,通过游客感知景区服务质量量表的设计与检验,确立最终量表测量项目,以期构建一套完整的游客感知景区服务质量评价体系,为景区服务质量管理提供决策依据。最后根据实证研究的结果总结出我国景区服务质量存在的问题,并对这些问题进行了深入的剖析,提出基于游客感知的景区旅游服务质量的管理策略。
在学习、研究和借鉴前人研究成果的基础上,本论文的创新主要体现在以下几个方面：
第一,拓展了现有研究的视角。
景区服务质量评价并不是一个全新的研究领域,之前很多学者已经打下了坚实的理论基础,对于这样一个发展性的选题作者旨在对前人的研究成果有所发展和深化。本论文从游客感知的角度入手,以游客为评价主体来研究景区服务质量。在一定程度上拓展了景区服务质量评价的研究视角。
第二,对SERVQUAL模型进行修正并将其运用到论文的实证研究中
由于目前游客感知景区服务质量的评价维度尚未得到公认,本研究在理论分析的基础上,设计开发了游客感知景区服务质量评价量表,并运用社会统计分析软件和结构方程模型分析软件对该量表进行了信度与效度的检验和分析,最终确立了包含7个维度和40个测量项目的评价量表。
第三,论文提出了游客感知景区服务质量的概念模型和理论分析模型,作为研究的基础前提。
作者在文献回顾和定性研究的基础上,结合景区业的特点参考格罗鲁斯的顾客感知服务质量模型和PZB的差距模型,提出了游客感知景区服务质量的概念模型,作为论文研究假设的依据。在概念模型的基础上,本研究提出游客感知景区服务质量评价体系的理论模型。这一研究模型的特点在于事先划分游客感知景区服务质量评价要素的构成维度,然后通过实地调研,经过一系列的实证步骤来验证研究所提出的维度,最终得到可操作和量化的游客感知景区服务质量评价体系。
As the core and spatial carrier of tourism activities, scenic regions are important components of tourism system. With the flourish development of tourism industry in our country, the tourism service quality of scenic regions comes to be the key factor to the industry competition. Only to set up a good public praise can we achieve sustainable development of the scenic regions'operation. Quality service is one of the important factors to ensure the tourist to get a high-quality tourism experience in the scenic regions. High experience quality of the tourists is the foundation for the scenic regions to establish a good image in the market and fine public praise among the tourists, as well as the source for the scenic regions to guarantee steady tourist flows and achieve sustainable development. However, a few scenic regions at present in our country consider that they can keep monopoly operation in the market with its unique and scarce tourism resources. They overlook the importance and continuous improvement of the scenic regions'service quality. And thereby, in some of the scenic regions, there are top-rate scenery with third-rate services, which severely affect their attractions and virtuous development. Especially, as the domestic tourism industry in our country is fast developed in recent years, more and more problems of service quality have been exposed during the practical management and tourist reception in the scenic regions, which has tarnished the image of the scenic regions, depressed the tourism experiences of the tourists and affected the long-term and sustainable development of the scenic regions.
The core content of this study is the evaluation of the scenic regions service quality. By the analysis of the characteristics of the scenic regions'service products taking the tourists as the evaluation subject, combining with the field survey and analysis of some scenic regions in Xi'an area, we hope to solve such questions as:What factors is the service quality evaluating system by the tourist of the scenic regions composed of? How important are these factors? By designing, developing and testing the Tourist's Service Quality Perception of Scenic Regions Scale, and confirming final scale items, we hope to establish a whole tourists'perception evaluating system of scenic regions service quality, which can be used by the scenic regions to make decisions accordingly in their service management. Finally we summarize the existent problems of the scenic regions'service quality on the basis of the result of the survey, deeply dissect these problems and at last raise management strategies of scenic regions tourism service quality based on the tourist perception. This article is divided into seven chapters, of which the core content is formed from chapter 3 to chapter 6.
Chapter 1:Introduction. Put forward this paper's research objects on the basis of the analysis of the research background. At the same time, indicate the research approach, research methods, content and frame of this article.
Chapter 2:Theories'Overview. Encircling the research subject and adopting the classification method to summarize some important concepts and theories systematically, which are closely related to this study, such as service, scenic regions service, service quality, scenic regions service quality and so on.
Chapter 3:The customer's service quality perception model and evaluation methods. After research on customer's service quality perception and evaluation model and make analysis of the relationship between customer's satisfaction and service quality perception, indicate the evaluation methods of customer perception service quality by deep research on the measure dimensionality of customer's service quality perception. Provide theoretical model and judging methods for the demonstration research.
Chapter 4:The concept model and theoretical model of tourists'quality perception evaluation. In this chapter, concept model for tourists'service quality perception of the scenic regions and theoretical model for evaluation system of tourists'service quality perception of the scenic regions are proposed, based on which the research hypothesis of this study is brought forward. Furthermore, methods and process of
demonstration research is introduced and the designing process of questionnaire and obtaining of previous testing data are illustrated in this chapter
Chapter 5:The development of evaluation scale and the construction of evaluation system. This chapter is the part of the demonstration research. It takes Huashan Mountain and Tang Paradise as the research scenic regions. Developing and designing of the Evaluation Scale of Tourists'Service Quality Perception of the Scenic regions by demonstration research, make factor analysis of the scale and filtering test items of the scale with the auxiliary of social statistics software. Reliability and validity test of the scale, and final confirmation of the test items of the scale which compose the evaluation system of tourists'service quality perception of the scenic regions.
Chapter 6:Service quality management of the scenic regions based on tourists'perception. On the basis of previous theoretical analysis and demonstration research, existent problems about the service quality of the scenic regions in our country are generalized and their deep-seated reasons are analyzed. Finally, the management strategies of scenic regions' service quality based on tourists'perception are proposed.
Chapter7:Conclusions and prospects. Mainly summarize this article, refine the viewpoints and point out the problems and suggestions that remain to be further studied, so as to serve as the reference of follow-up research.
引文
[1]杨振之,魏荔莉,张丹.景区升级与服务管理[M].北京：科学出版社,2009：7-9
[2]王莹.旅游区服务质量管理[M].北京：中国旅游出版,2003：142-144,147-149
[3]韩经纶,董军.顾客感知服务质量评价与管理[M].天津：南开大学出版,2006：62-66
[4]崔立新.服务质量评价模型[M].北京：经济日报出版社,2003：105-106
[5]邱萍,李三山.饭店质量管理[M].北京：科学出版社,2009：35
[6]彭艳君.顾客参与及其对顾客满意的影响研[M].北京：知识产权出版社,2008：86-92
[7]韦福祥.服务质量评价与管理[M].北京：人民邮电出版社,2005：103-108
[8]邹统纤,高中,钟林生.旅游学术思想流派[M].天津：南开大学出版社,2008：116-117
[9]薛薇.SPSS统计分析方法及应用[M].北京：电子工业出版社,2007：334-336
[10]张宁俊.服务管理[M].服务管理-基于质量与能力的竞争研究,北京：经济管理出版社,2006158-161
[11]王昆欣.旅游景区服务与管理[M].北京：旅游教育出版社,2004：24-26
[12]李海洋,牛海鹏.服务营销[M].北京：企业管理出版社,1996：365
[13]克里斯蒂·格鲁诺斯著,吴晓云、冯伟雄译.服务市场营销管理[M].上海：复旦大学出版社,1998：39
[14]A Parasuramn,Valarrie A.Zeithaml, & Leonard L.Berry, A Conceptual Model of Service Quality and Its Implications for Future Research[J]. Journal of Marking, Vol.49(Fall) 1985:P.44
[15]Valarie A. Zeithaml, Leonard L. Berry and A. Parasuraman, The Nature and Determinants of Customer Expectations of Service [J]. Journal of the Academy of Marking Science, Vol.21,1993:1-12
[16]Zeithaml,V.,L.Berry and A.Parasuraman,The Nature and Determinants of Customer Expectations of Service[J] Journal of the Academy of Marking Science, Vol 21, Numberl.1993:8-9
[17]Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Future Ressearch[J]. Journal of Marking,Vol.58(January),1994:121-122
[18]A.Parasuraman, V.A.Zeithamal, and L.L.Berry, "SERVQUAL:A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality, "[J]Jorunal of Retailing, Vol.64, No.l, Spring,1988:12-40
[19]卓德保.徐济超著面向过程改进的诊断性服务质量评价[M].北京：机械工业出版社,2005：52-68
[20]阿伦·杜卡,吕一林译.美国市场营销学会顾客满意度手册[M].香港：科文出版社有限公司,1998：69-82
[21]克里斯托弗洛夫洛克.服务营销[M].北京：中国人民大学出版社,2001：58
[22]马龙龙,李智.服务营销与管理[M].北京：北京首都经济贸易大学出版社,2002：268
[23]李怀祖.管理学研究方法论[M].西安：西安西安交通大学出版社,2004：33-48
[24]马庆国.管理统计一数据获取、统计原理、工具与应用研究[M].北京：科学出版社,2003：44-56
[25]刘先勇,袁长迎,段宝福等.统计分析软件与应用[M].北京：国防工业出版社,2002：339
[26]吴明隆.统计应用实务,北京：科学出版社,2003：76
[27](英)威廉姆斯、巴斯维尔著,戴斌、依绍华译.旅游与休闲业服务质量管理[M].天津：南开大学出版社,2004：9
[28](英)史蒂芬·佩吉,保罗·布伦特著.刘劫莉等译.现代旅游管理导论[M].北京：电子工业出版社,2004：28-39
[29](美)迈克尔·所罗门著.张硕阳,尤丹蓉译.消费者行为(第五版)[M].北京：经济科学出版社,2003：87
[30](美)科特勒著.梅清豪译.营销管理(第十一版)[M].上海：上海人民出版社,2003：109
[31](美)麦特斯等著.服务运营管理[M].北京：清华大学出版社,2004：58-71
[32]钟永德主编.旅游景区管理[M].长沙：湖南大学出版社,2005：31-45
[33]安建业,张银生主编.概率论与数理统计[M].北京：中国人民大学出版社,2004：57-65
[34]梁荣辉等著.教育心理多元统计学与SPSS软件[M].北京：北京理工大学出版社,2005：118-131
[35]翁定军编著.社会定量研究的数据处理一原理与方法[M].上海：上海大学出版社,2002：29-41
[36]冯淑华主编.景区运营管理[M].广州：华南理工大学出版社,2004：136
[37]邹统钎编著.旅游景区开发与管理[M].北京：清华大学出版社,2004：39
[38]何建民.论旅游服务的国际标准及我国的接轨方式[J].北京第二外国语学院学报,1995(3)：21-25
[39]林春逢.旅游服务质量标准化的实施[J].特区经济,1997(6)：35
[40]王大悟.中国旅游服务标准化研究[J].旅游学刊,1997(2)：27-31
[41]李艳白.旅游服务的质量标准及经济意义[J].北方经贸,1999(3)：85-86
[42]连漪,汪侠.旅游地顾客满意度测评指标体系的研究及应用[J]..旅游学刊,2004(5)：9-13
[43]江渝.旅游饭店如何实施2000版IS09001标准[J].四川教育学院学报,2002(3)：64-67
[44]李智虎.谈旅游景区游客服务满意度的提升[J].企业活力,2003(4)：39-41
[45]万绪才‘,丁敏,宋平.南京市国内游客满意度评估及其区域差异性研究[J].经济师,2004(1)：246-247
[46]沈国鼎,陈德棉.如何提高旅游服务质量[J].江苏商论,2004,(8)：24-37
[47]朱沉汪纯,孝.饭店服务质量管理重点分析[J].系统工程理论方法应用,1999(2)：60-66
[48]朱沉,汪纯孝.酒店顾客忠诚感的实证研究[J].商业研究,1999(2)：78-80
[49]汪纯孝,石涌岭.宾馆服务质量管理工作重点研究[J].南开管理评论,1999(4)：62-64
[50]沈向友.旅行社服务质量与游客满意感影响因素分析[J].经济师,1999(5)：25-30
[51]汪纯孝,温碧燕,姜彩芬.顾客的服务消费经历与行为意向的实证研究[J].中山大学学报(社会科学版),2001(3)：115-121
[52]郎富平,金平斌,王啸啸等.杭州市旅游服务质量体系存在问题分析及完善途径[J].商业经济与管理,2002(9)：52-55[69]
[53]董观志,杨凤影.旅游景区游客满意度测评体系研究[J].旅游学刊,2005(1)：27-30
[54]上海市质量管理科学研究院用户评价中心项目组.上海市旅游环境游客满意度综合指数的测评[J].上海质量,2000(11)：9-11
[55]陈昌平.无锡游客满意度调查[J].市场周刊,2002(3)：42-45
[57]王大悟.中国旅游服务标准化研究[[J].旅游学刊,1997,(2)
[58]张广瑞.旅游服务[[J].旅游学刊,1999,(3)
[59]李艳白.旅游服务的质量标准及经济意义[[J].北方经贸,1999,(3)
[60]汪孝纯,石涌岭.宾馆服务质量管理工作重点研究明.南开管理评论,1999,(4)
[61]沈向友.旅行社服务质量与游客满意感影响因素分析[[J].旅游学刊,1999,(5)
[62]李锐.关于服务过程质量管理的思考[[J].旅游学刊,2001,(1)
[63]李翔翔.试论旅游企业“服务差异”的预防[[J].宁波大学学报,2003 (1).
[64]邹统钎.旅游产品与旅游服务质量管理的社会心理学透视——种社会交换论方法[[J].北京第二外国语学院学报,1995,(3)
[65]赵洁.一个基于Browers/Server体系结构的旅游服务系统[[J].系统建设,2004,(4)
[66]张立军.旅游服务质量模糊综合评价方法研究[[J].数量经济技术经济研究,2003,(1).
[67]吴晓隽.旅游企业服务质量控制探讨[[J].上海市经济管理干部学院学报,2004,(5)
[68]麻亚军.服务蓝图：国际上最新旅游服务设计方法[[J].旅游科学,2001,(1)
[69]郎富平,金平斌,王啸啸,马宇涛.杭州市旅游服务质量体系存在问题分析及完善途径[[J].商业经济与管理,2002,(9)
[70]党忠诚,周支立.饭店服务质量的测量与改进[]].旅游学刊,2002,(2)
[71]聂献忠,汤家法.九寨沟国内旅游者行为特征初步研究及其意义[[J].自然资源学报,1998,13(3)：249-255
[72]李艳娜,张国智.旅游环境容量的定量分析一以九寨沟为例[J].重庆商学院学报,2000,(6)
[73]晏杰.九寨沟旅游者的结构与行为分析[[J].经济地理,2001,21(1).
[74]张捷,李升峰,周寅康,都金康,包浩生.九寨沟风景区游客入游距离特征研究[J].长江流域资源与环境,2001,(11).
[75]和琳.生态旅游区环境容量确定的基本原理及其应用探讨一以九寨沟、黄龙为例[J].生态学杂志,2002,21(3)：73-75
[76]刀葛小东,李文军,朱忠福.网络有效性：评价旅游活动对环境影响的一个新指标[J].自然资源学报,2002,17(3).
[77]杨俊义,郭建强.九寨沟水环境灰色系统动态模型[[J].四川地质学报,2001,[78]袁婷.浅析旅游景区的游客管理.科技与经济.2006,(22).
[79]周华.服务感知质量对顾客忠诚度的影响研究[J].江苏商论.2005,(11).
[80]刘芳,李燕萍,刘卓.论关系营销的社会资本制胜[J].华东经济管理,2005,(1)
[81]杨米沙.服务营销-环境、理念与策略.广东经济出版社.2005(7)
[82]周洁如,周朝民.顾客满意与顾客忠诚的关系研究[J],上海管理科学,2005,C5)
[83]服务管理与营销.克里斯廷·格罗鲁斯(Christian Gronroos).:基于顾客关系的管理策略[M].北京：电子工业出版社,2002：109
[84]菲利普.科特勒,托马斯.海斯等.专业服务营销.第二版.余利军译,中信出版社.2003.
[85]符全胜.旅游目的地游客满意理论研究综述.地理与地理信息科学,2005,(9).
[86]温碧燕,汪纯孝.国外旅游企业卓越服务的十项重要措施(J>.旅游管理.2003(1).
[87]吴必虎,宋治清,邓利华.中国旅游研究14年-《旅游学刊》反映的学术态势(J).旅游 学刊,2001(1).
[88]白长虹,刘志.服务企业的顾客忠诚及其决定因素研究[J].南开管理评论,2002,(6)
[89]吴晓隽,任建定.服务企业开展内部营销的思考[J].北京第二外国语学院学报,2001,(3).
[90]连漪,汪侠.：旅游地顾客满意度测评指标体系的研究及应用[J].旅游学刊,2004,(5).
[91]霍映宝,谈旅游景区游客服务满意度的提升[J].企业活力,2003,(4)：39-41韩之俊.顾客忠诚研究述评[J].
[92]盖玉妍.旅游企业内部营销理论及其策略研究[J].科技与管理,2005,(4)：85-87.
[93]杨凤影.旅游景区服务质量测评体系研究.暨南大学2006年硕士论文.
[94]了姜凌.九寨沟核心景区旅游服务质量评价及要素体系分析.西南交通大学2005年硕士论文.
[95]朱睿.历史文化类旅游景区服务质量量表的开发与运用研究.浙江大学2006年硕士论文.
[96]Anderson, E. W. & Sullivan, M.W.The antecedents and consequences of customer satisfaction for firms[J].Marketing Science,1993,12(2):125 - 143
[97]Babakus,E. & Boller,Cx W.An empirical assessment of the SERVQUAL scale[J] Journal of Business Research,1992,24(3):253-268
[98]Bahia,K. & Nantel,J.A reliable and valid measurement scale for the perceived service quality of banks[J]. International Journal of Bank Marketing,2000,18(2):84-91
[99]Baker,D.A.&Crompoon,J.L.Quality,satisfaction and behavioral intention[J]. Annals of Tourism Research,2000,27(3):785-804
[100]Bearden,W.O.&Teel,J.E.Selected determinants of consumer satisfaction and complaint reports[J]. Journal of Marketing Research,1983,20(1):21-28
[101]Bitner,M.J.Evaluating service encounters:The effects of physical surroundings and employee responses[J]. Journal of Marketing,1990,54(2):69-82
[102]Bolton, R. & Drew, J. H. A multistage model of consumers' assessments of service quality and value[J].3ournal of Consumer Research,1991,17(3):375-384
[103]Bou,J C.,Camison,Z.C.,Escring, T. A. et al. Measuring the relationship between firm perceived quality and customer satisfaction and its influence on purchase intention[J].Total Quality Management,2001,12(6):719-734
[104]Boulding,W,Kalra, A.,Staelin,R.et al.A Dynamic model of service quality:From expectations to behavioral intentions [J]. Journal of Marketing Research,1993,30(1):7-27
[105]Brady M K. & Cronin,J.J.Some new thoughts on conceptualizing perceived service quality:A hierarchical approach[J]. Journal of Marketing,2001,65(7):34-49
[106JBrady, M. K., Cronin, J. J. & Brand, R. R. Performance-only measurement of service quality: A replication and extension[J].Journal of Business Research,2002,55(1):17-31
[107]Brown,T.J.,Churchill,Cx A. &. Peter,J.P.Improving the measurement of Service Quality[J] Journal of Retailing,1993,6(l):127-139
[108]Carman,J.M.Consumer perceptions of service quality:An assessment of the SERVOUAL dimensionsf 31. Journal of Retailing,1990,66(1):33-55
[110]Chiu,H.C A study on the cognitive and affective components of service quality[J].Total Quality Management,2002,13(2):265-274
[111]Chowdhary,N. & Prakash,M.Service quality: Revisiting the two factors theory[J] Journal of Service Research,2005,5(1):61-75
[113]Churchill,G.A. & Surprenont,C.An investigation into the determinant of customer satisfaction[J]. Journal of Marketing Research,19$2,19(11):491-504
[113]Cronin,J.J. & Taylor, A. S. Measuring Service Quality: A Reexamination and Extension[J] Journal of Marketing,1992,156(7):55-68
[114]Cronin,J.J.,Brady, M. K. & Hult,T M. Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments [J] Journal of Retailing,2000,76(2):293-218
[115]Dawn,L,Ostrom,A. & Grayson,K. Distinguishing service quality and customer satisfaction: the voice of the consumer[J].Journal of Consumer Psychology,1995, 4(3):277-303
[116]Day,R. L. Extending the concept of consumer satisfaction()]. Advance in Consumer Satisfaction,1977,4(1):149-154
[117]Devlin,S.J., Dong, H. K. & Brown, M.Selecting a scale for measuring quality.Marketing Research,1993,5(3):12-17
[118]Etter,J.F & Perneger,T.V Validating a satisfaction questionnaire using multiple approaches:A case study. Social Science&Medicine,1997,45(6):879-885
[119]Fishbein, M. & Manfredo,M.J.A Theory of Behavior Change in influencing human behavior:Theory and application in recreation[J]. Tourism and Nature Resources Management,1992,11:29-50
[120]Fisk,R.P. & Yong C. E. Disconfirmation of equity expectations:Effects on consumer satisfaction with services[J]. Advances in Consumer Research,1985,12:340-345
[121]Haksik,L.,Yongki,L. & Dongken,Y The determinants of perceived service quality and its relationship with satisfaction[J].Journal of Service Marketing,2000,14(3):217-231
[122]Hal stead, D.The use of comparison standards in customers satisfaction research and management: A review and proposed typology[J]. Journal of Marketing Theory and Practice,1999,7(3):13-26
[123]Huang, C. C., Yi, C. H.& Ching, Y K. Website quality and customer's behavioural intention:an exploratory study of the role of information asymmetry[J]. Total Quality Management&Business Excellence,2005,16(2):185-197
[124]Jackie, L. M. Customer satisfaction, Service quality and perceived value:An integrative model[J]. Journal of Marketing Management,2004,20(8):897-917
[125]lain, S. K. & Gupta, G..V Measuring service quality: SERVQUAL vs. SERPERF scale[J]. The Journal for Decision Makers,2004,29(2):25-37
[126]Jamal, A. & Naser, K. Customer satisfaction and retail banking: An assessment of some of the key antecedents of customer satisfaction in retail banking[J]. International Journal of Bank Marketing,2002,20(4):146-160
[127]Jamal, A. & Naser, K. Factors influencing customer satisfaction in the retail banking sector in Pakistan[J]. International Journal of Bank Marketing,2003,13(2):31-53
[128]James, M. C. Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions[J]. Journal of Retailing,1990,66(1):33-55
[129]James,H.M.Measuring customer satisfaction:Is meeting expectations enough[J]. Marketing Research,1991,3(4):35-43
[130]Jayanti,R. & Jackson, A. Service satisfaction: An exploratory investigation of three models[J]. Advances in Consumer Research,1991,18:603-510
[131]Johnston, R. Identifying the critical determinants of service quality in retail banking: importance and effect[J]. International 3ournal of Bank Marketing,1997,15(5):111 - 116
[132]Karatepe, O. M,, U. & Babakus, E. Measuring service quality of banks:Scale development and validation()]. Journal of Retailing and Consumer Services,2005,12:373-383
[133]jLatour,S.A.Conceptual and methodological issues in consumer satisfaction research[J]. Advances in Consumer Research,1979,6:431-437
[134]Jo Ann Duffy, Michael Duffy, William Kilbourne. Cross National Studyof Perceived Service Quality in Long-term Care Facilities[J].Journal of Aging Studies,1997Vol.11(No. 4):327-336
[135]Daniel Pearl, "More Firms Pledge Guaranteed Service, "[J].The wall Street Journal, July 17,1991,p.Bl
[136]A. Parasuraman,V.A.Zei thaml, and L.L.Berry, "SERVQUAL:A Multiple-ItemScale for Measuring Consumer perceptions of Service Quality"[J].Journal of Retailing,1988, vol.64(No.1):12-40
[137]A.Parasuraman, Multiple-Item ScaleValarie A. Zeithaml, Leonard L. Berry. SERVQUALfor Measuring Consumer Perception of ServQuality[J] Journal of Retailing, 1988, Vol.64 (No.1):12-40 Quality[J]. Journal of Retailing,1988, Vol.64(No.1):12-40
[138]A. Parasuraman, Valarie A. Zeithml, Leonard L. Berry. A conceptual Model of Service Quality and Its Implications for Future Research[J]. Journal of Marketing,1985,Vol.49(No. 3):41-50
[139]J. Joseh Cronin, JR.,Michael K, Brady, G. Tomas M. Hult. Assessing the Effects of Quality, Value and Customer Satisfaction on Consumer BehavioralIntentions in Service Environments[J].Journal of Retailing,2000, Vol.76 (No.2):193-218
[140]Hemmast, Masoud, Strong, Kelly C 二 Measuring Service Quality for Strategic Planning and Analysis in Service Firms 仁 J] Journal of Applied Business Research,1994,Vol.10(No. 4):1-17
[141]Pascale G. Quester, Simon Romaniuk. Service Quality in the Australian Advertising Industry[J].The Journal of Service Marketing,1997, Vol.11 (No.3):180-192
[142]R. F. Blanchard. Quality in Retailing Banking[J].International Journal of Service Industry Management1994, Vol.5 (No.4):5-23
[143]David W. Finn, Charles W. Lamb Jr 二 An Evaluation of the SERVQUAL Scalesin a Retailing Setting[J].Advances in Consumer Research,1991,Vol.18:483-490
[144]HaksikLee, Yongki Lee, Dongkeun Yao. The Determinants of Perceived Service Quality and Its Relationship with Satisfaction[J].Journal of Services Marketing,2000,Vol.14 (No.3):217-231
[145]A.Parasuraman, Valarie A.Zeithml,Leonard L.Berry. Alternative Scales for Measuring Service Quality: A Comparative Assessment Based On Psychometric Diagostic Criteria[J] Journal ofRetailing,1994, Vol.70(No.3):201-230
[146]John Tribe, Tim Snaith. From SERVQUAL to HOLSAT:Holiday Satisfaction in Varadero,Cuba[J].Tourism Management,1998,Vol.19(N0. 1):25-34
[147]A. Parasuraman, Valarie A. Zeithml, Leonard L. Berry. Reassessment of xpectations as a Comparison Standard in Measuring Service Quality:Implications for Future Research[J] Journal of Marketing,1994, Vol.58 (No.1):111 - 124
[148]A. Parasuraman,Leonard L.Berry, Valarie A.Zeithml. More on mproving Service Quality Measurement[J]. Journal of Retailing,1993,Vol.69(No.1):140-147
[149]Eric Laws. Conceptualizing visitor satisfaction management inheritage settings:an exploratory blueprinting analysis of LeedsCastle,Kent [J].Tourism Management,1998, Vol. 19(No.6):14-30
[150]Victor B Teye, Denis Leclerc. Product and service delivery satisfaction among North American cruise passengers[J].Tourism Management,1998, Vol.19(No.2):52-65
[151]Klaus Weiermair,Matthias Fuchs. Measuring tourist judgment onservice quality [J]. Annals of Tourism Research,1999,Vol.26 (No.4):2-14
[152]Sheena Westwood, Annette Pritchard, Nigel J.Morgan.Gender-blind marketing:business women's perceptions of airline servicesJ). Tourism Management,2000, Vol.21:45-50
[153]Kevin Nield, Metin Kozak, Geoffrey LeGrys. The role of food service in tourist satisfaction[J].Hospitality Management,2000, Vol.19:150-158
[154]Beverley A. Sparks, Janet R. McColl-Kennedy. Justice strategy optionsfor increased customer satisfaction in a services recovery setting[J]. Journal of Business Research, 2001,Vol.54:32-45
[155]Yuksel Ekinci,Popi Prokopaki,Cihan Cobanoglu. Service quality market [J]. Hospitality Management,2003, vol.22:21-40
[156]Maryam Khan. ECOSERV: Ecotourists'of Tourism Research,2003, Vol.30(No. 1):Quality Expectations [J].Annals 82-90
[157]Julie tourism[J].E. Otto, J.R. Ritchie.The service experience in Tourism Management1996,Vol.17(No.):123-136
[2]王莹.旅游区服务质量管理[M].北京：中国旅游出版,2003：142-144,147-149
[3]韩经纶,董军.顾客感知服务质量评价与管理[M].天津：南开大学出版,2006：62-66
[4]崔立新.服务质量评价模型[M].北京：经济日报出版社,2003：105-106
[5]邱萍,李三山.饭店质量管理[M].北京：科学出版社,2009：35
[6]彭艳君.顾客参与及其对顾客满意的影响研[M].北京：知识产权出版社,2008：86-92
[7]韦福祥.服务质量评价与管理[M].北京：人民邮电出版社,2005：103-108
[8]邹统纤,高中,钟林生.旅游学术思想流派[M].天津：南开大学出版社,2008：116-117
[9]薛薇.SPSS统计分析方法及应用[M].北京：电子工业出版社,2007：334-336
[10]张宁俊.服务管理[M].服务管理-基于质量与能力的竞争研究,北京：经济管理出版社,2006158-161
[11]王昆欣.旅游景区服务与管理[M].北京：旅游教育出版社,2004：24-26
[12]李海洋,牛海鹏.服务营销[M].北京：企业管理出版社,1996：365
[13]克里斯蒂·格鲁诺斯著,吴晓云、冯伟雄译.服务市场营销管理[M].上海：复旦大学出版社,1998：39
[14]A Parasuramn,Valarrie A.Zeithaml, & Leonard L.Berry, A Conceptual Model of Service Quality and Its Implications for Future Research[J]. Journal of Marking, Vol.49(Fall) 1985:P.44
[15]Valarie A. Zeithaml, Leonard L. Berry and A. Parasuraman, The Nature and Determinants of Customer Expectations of Service [J]. Journal of the Academy of Marking Science, Vol.21,1993:1-12
[16]Zeithaml,V.,L.Berry and A.Parasuraman,The Nature and Determinants of Customer Expectations of Service[J] Journal of the Academy of Marking Science, Vol 21, Numberl.1993:8-9
[17]Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Future Ressearch[J]. Journal of Marking,Vol.58(January),1994:121-122
[18]A.Parasuraman, V.A.Zeithamal, and L.L.Berry, "SERVQUAL:A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality, "[J]Jorunal of Retailing, Vol.64, No.l, Spring,1988:12-40
[19]卓德保.徐济超著面向过程改进的诊断性服务质量评价[M].北京：机械工业出版社,2005：52-68
[20]阿伦·杜卡,吕一林译.美国市场营销学会顾客满意度手册[M].香港：科文出版社有限公司,1998：69-82
[21]克里斯托弗洛夫洛克.服务营销[M].北京：中国人民大学出版社,2001：58
[22]马龙龙,李智.服务营销与管理[M].北京：北京首都经济贸易大学出版社,2002：268
[23]李怀祖.管理学研究方法论[M].西安：西安西安交通大学出版社,2004：33-48
[24]马庆国.管理统计一数据获取、统计原理、工具与应用研究[M].北京：科学出版社,2003：44-56
[25]刘先勇,袁长迎,段宝福等.统计分析软件与应用[M].北京：国防工业出版社,2002：339
[26]吴明隆.统计应用实务,北京：科学出版社,2003：76
[27](英)威廉姆斯、巴斯维尔著,戴斌、依绍华译.旅游与休闲业服务质量管理[M].天津：南开大学出版社,2004：9
[28](英)史蒂芬·佩吉,保罗·布伦特著.刘劫莉等译.现代旅游管理导论[M].北京：电子工业出版社,2004：28-39
[29](美)迈克尔·所罗门著.张硕阳,尤丹蓉译.消费者行为(第五版)[M].北京：经济科学出版社,2003：87
[30](美)科特勒著.梅清豪译.营销管理(第十一版)[M].上海：上海人民出版社,2003：109
[31](美)麦特斯等著.服务运营管理[M].北京：清华大学出版社,2004：58-71
[32]钟永德主编.旅游景区管理[M].长沙：湖南大学出版社,2005：31-45
[33]安建业,张银生主编.概率论与数理统计[M].北京：中国人民大学出版社,2004：57-65
[34]梁荣辉等著.教育心理多元统计学与SPSS软件[M].北京：北京理工大学出版社,2005：118-131
[35]翁定军编著.社会定量研究的数据处理一原理与方法[M].上海：上海大学出版社,2002：29-41
[36]冯淑华主编.景区运营管理[M].广州：华南理工大学出版社,2004：136
[37]邹统钎编著.旅游景区开发与管理[M].北京：清华大学出版社,2004：39
[38]何建民.论旅游服务的国际标准及我国的接轨方式[J].北京第二外国语学院学报,1995(3)：21-25
[39]林春逢.旅游服务质量标准化的实施[J].特区经济,1997(6)：35
[40]王大悟.中国旅游服务标准化研究[J].旅游学刊,1997(2)：27-31
[41]李艳白.旅游服务的质量标准及经济意义[J].北方经贸,1999(3)：85-86
[42]连漪,汪侠.旅游地顾客满意度测评指标体系的研究及应用[J]..旅游学刊,2004(5)：9-13
[43]江渝.旅游饭店如何实施2000版IS09001标准[J].四川教育学院学报,2002(3)：64-67
[44]李智虎.谈旅游景区游客服务满意度的提升[J].企业活力,2003(4)：39-41
[45]万绪才‘,丁敏,宋平.南京市国内游客满意度评估及其区域差异性研究[J].经济师,2004(1)：246-247
[46]沈国鼎,陈德棉.如何提高旅游服务质量[J].江苏商论,2004,(8)：24-37
[47]朱沉汪纯,孝.饭店服务质量管理重点分析[J].系统工程理论方法应用,1999(2)：60-66
[48]朱沉,汪纯孝.酒店顾客忠诚感的实证研究[J].商业研究,1999(2)：78-80
[49]汪纯孝,石涌岭.宾馆服务质量管理工作重点研究[J].南开管理评论,1999(4)：62-64
[50]沈向友.旅行社服务质量与游客满意感影响因素分析[J].经济师,1999(5)：25-30
[51]汪纯孝,温碧燕,姜彩芬.顾客的服务消费经历与行为意向的实证研究[J].中山大学学报(社会科学版),2001(3)：115-121
[52]郎富平,金平斌,王啸啸等.杭州市旅游服务质量体系存在问题分析及完善途径[J].商业经济与管理,2002(9)：52-55[69]
[53]董观志,杨凤影.旅游景区游客满意度测评体系研究[J].旅游学刊,2005(1)：27-30
[54]上海市质量管理科学研究院用户评价中心项目组.上海市旅游环境游客满意度综合指数的测评[J].上海质量,2000(11)：9-11
[55]陈昌平.无锡游客满意度调查[J].市场周刊,2002(3)：42-45
[57]王大悟.中国旅游服务标准化研究[[J].旅游学刊,1997,(2)
[58]张广瑞.旅游服务[[J].旅游学刊,1999,(3)
[59]李艳白.旅游服务的质量标准及经济意义[[J].北方经贸,1999,(3)
[60]汪孝纯,石涌岭.宾馆服务质量管理工作重点研究明.南开管理评论,1999,(4)
[61]沈向友.旅行社服务质量与游客满意感影响因素分析[[J].旅游学刊,1999,(5)
[62]李锐.关于服务过程质量管理的思考[[J].旅游学刊,2001,(1)
[63]李翔翔.试论旅游企业“服务差异”的预防[[J].宁波大学学报,2003 (1).
[64]邹统钎.旅游产品与旅游服务质量管理的社会心理学透视——种社会交换论方法[[J].北京第二外国语学院学报,1995,(3)
[65]赵洁.一个基于Browers/Server体系结构的旅游服务系统[[J].系统建设,2004,(4)
[66]张立军.旅游服务质量模糊综合评价方法研究[[J].数量经济技术经济研究,2003,(1).
[67]吴晓隽.旅游企业服务质量控制探讨[[J].上海市经济管理干部学院学报,2004,(5)
[68]麻亚军.服务蓝图：国际上最新旅游服务设计方法[[J].旅游科学,2001,(1)
[69]郎富平,金平斌,王啸啸,马宇涛.杭州市旅游服务质量体系存在问题分析及完善途径[[J].商业经济与管理,2002,(9)
[70]党忠诚,周支立.饭店服务质量的测量与改进[]].旅游学刊,2002,(2)
[71]聂献忠,汤家法.九寨沟国内旅游者行为特征初步研究及其意义[[J].自然资源学报,1998,13(3)：249-255
[72]李艳娜,张国智.旅游环境容量的定量分析一以九寨沟为例[J].重庆商学院学报,2000,(6)
[73]晏杰.九寨沟旅游者的结构与行为分析[[J].经济地理,2001,21(1).
[74]张捷,李升峰,周寅康,都金康,包浩生.九寨沟风景区游客入游距离特征研究[J].长江流域资源与环境,2001,(11).
[75]和琳.生态旅游区环境容量确定的基本原理及其应用探讨一以九寨沟、黄龙为例[J].生态学杂志,2002,21(3)：73-75
[76]刀葛小东,李文军,朱忠福.网络有效性：评价旅游活动对环境影响的一个新指标[J].自然资源学报,2002,17(3).
[77]杨俊义,郭建强.九寨沟水环境灰色系统动态模型[[J].四川地质学报,2001,[78]袁婷.浅析旅游景区的游客管理.科技与经济.2006,(22).
[79]周华.服务感知质量对顾客忠诚度的影响研究[J].江苏商论.2005,(11).
[80]刘芳,李燕萍,刘卓.论关系营销的社会资本制胜[J].华东经济管理,2005,(1)
[81]杨米沙.服务营销-环境、理念与策略.广东经济出版社.2005(7)
[82]周洁如,周朝民.顾客满意与顾客忠诚的关系研究[J],上海管理科学,2005,C5)
[83]服务管理与营销.克里斯廷·格罗鲁斯(Christian Gronroos).:基于顾客关系的管理策略[M].北京：电子工业出版社,2002：109
[84]菲利普.科特勒,托马斯.海斯等.专业服务营销.第二版.余利军译,中信出版社.2003.
[85]符全胜.旅游目的地游客满意理论研究综述.地理与地理信息科学,2005,(9).
[86]温碧燕,汪纯孝.国外旅游企业卓越服务的十项重要措施(J>.旅游管理.2003(1).
[87]吴必虎,宋治清,邓利华.中国旅游研究14年-《旅游学刊》反映的学术态势(J).旅游 学刊,2001(1).
[88]白长虹,刘志.服务企业的顾客忠诚及其决定因素研究[J].南开管理评论,2002,(6)
[89]吴晓隽,任建定.服务企业开展内部营销的思考[J].北京第二外国语学院学报,2001,(3).
[90]连漪,汪侠.：旅游地顾客满意度测评指标体系的研究及应用[J].旅游学刊,2004,(5).
[91]霍映宝,谈旅游景区游客服务满意度的提升[J].企业活力,2003,(4)：39-41韩之俊.顾客忠诚研究述评[J].
[92]盖玉妍.旅游企业内部营销理论及其策略研究[J].科技与管理,2005,(4)：85-87.
[93]杨凤影.旅游景区服务质量测评体系研究.暨南大学2006年硕士论文.
[94]了姜凌.九寨沟核心景区旅游服务质量评价及要素体系分析.西南交通大学2005年硕士论文.
[95]朱睿.历史文化类旅游景区服务质量量表的开发与运用研究.浙江大学2006年硕士论文.
[96]Anderson, E. W. & Sullivan, M.W.The antecedents and consequences of customer satisfaction for firms[J].Marketing Science,1993,12(2):125 - 143
[97]Babakus,E. & Boller,Cx W.An empirical assessment of the SERVQUAL scale[J] Journal of Business Research,1992,24(3):253-268
[98]Bahia,K. & Nantel,J.A reliable and valid measurement scale for the perceived service quality of banks[J]. International Journal of Bank Marketing,2000,18(2):84-91
[99]Baker,D.A.&Crompoon,J.L.Quality,satisfaction and behavioral intention[J]. Annals of Tourism Research,2000,27(3):785-804
[100]Bearden,W.O.&Teel,J.E.Selected determinants of consumer satisfaction and complaint reports[J]. Journal of Marketing Research,1983,20(1):21-28
[101]Bitner,M.J.Evaluating service encounters:The effects of physical surroundings and employee responses[J]. Journal of Marketing,1990,54(2):69-82
[102]Bolton, R. & Drew, J. H. A multistage model of consumers' assessments of service quality and value[J].3ournal of Consumer Research,1991,17(3):375-384
[103]Bou,J C.,Camison,Z.C.,Escring, T. A. et al. Measuring the relationship between firm perceived quality and customer satisfaction and its influence on purchase intention[J].Total Quality Management,2001,12(6):719-734
[104]Boulding,W,Kalra, A.,Staelin,R.et al.A Dynamic model of service quality:From expectations to behavioral intentions [J]. Journal of Marketing Research,1993,30(1):7-27
[105]Brady M K. & Cronin,J.J.Some new thoughts on conceptualizing perceived service quality:A hierarchical approach[J]. Journal of Marketing,2001,65(7):34-49
[106JBrady, M. K., Cronin, J. J. & Brand, R. R. Performance-only measurement of service quality: A replication and extension[J].Journal of Business Research,2002,55(1):17-31
[107]Brown,T.J.,Churchill,Cx A. &. Peter,J.P.Improving the measurement of Service Quality[J] Journal of Retailing,1993,6(l):127-139
[108]Carman,J.M.Consumer perceptions of service quality:An assessment of the SERVOUAL dimensionsf 31. Journal of Retailing,1990,66(1):33-55
[110]Chiu,H.C A study on the cognitive and affective components of service quality[J].Total Quality Management,2002,13(2):265-274
[111]Chowdhary,N. & Prakash,M.Service quality: Revisiting the two factors theory[J] Journal of Service Research,2005,5(1):61-75
[113]Churchill,G.A. & Surprenont,C.An investigation into the determinant of customer satisfaction[J]. Journal of Marketing Research,19$2,19(11):491-504
[113]Cronin,J.J. & Taylor, A. S. Measuring Service Quality: A Reexamination and Extension[J] Journal of Marketing,1992,156(7):55-68
[114]Cronin,J.J.,Brady, M. K. & Hult,T M. Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments [J] Journal of Retailing,2000,76(2):293-218
[115]Dawn,L,Ostrom,A. & Grayson,K. Distinguishing service quality and customer satisfaction: the voice of the consumer[J].Journal of Consumer Psychology,1995, 4(3):277-303
[116]Day,R. L. Extending the concept of consumer satisfaction()]. Advance in Consumer Satisfaction,1977,4(1):149-154
[117]Devlin,S.J., Dong, H. K. & Brown, M.Selecting a scale for measuring quality.Marketing Research,1993,5(3):12-17
[118]Etter,J.F & Perneger,T.V Validating a satisfaction questionnaire using multiple approaches:A case study. Social Science&Medicine,1997,45(6):879-885
[119]Fishbein, M. & Manfredo,M.J.A Theory of Behavior Change in influencing human behavior:Theory and application in recreation[J]. Tourism and Nature Resources Management,1992,11:29-50
[120]Fisk,R.P. & Yong C. E. Disconfirmation of equity expectations:Effects on consumer satisfaction with services[J]. Advances in Consumer Research,1985,12:340-345
[121]Haksik,L.,Yongki,L. & Dongken,Y The determinants of perceived service quality and its relationship with satisfaction[J].Journal of Service Marketing,2000,14(3):217-231
[122]Hal stead, D.The use of comparison standards in customers satisfaction research and management: A review and proposed typology[J]. Journal of Marketing Theory and Practice,1999,7(3):13-26
[123]Huang, C. C., Yi, C. H.& Ching, Y K. Website quality and customer's behavioural intention:an exploratory study of the role of information asymmetry[J]. Total Quality Management&Business Excellence,2005,16(2):185-197
[124]Jackie, L. M. Customer satisfaction, Service quality and perceived value:An integrative model[J]. Journal of Marketing Management,2004,20(8):897-917
[125]lain, S. K. & Gupta, G..V Measuring service quality: SERVQUAL vs. SERPERF scale[J]. The Journal for Decision Makers,2004,29(2):25-37
[126]Jamal, A. & Naser, K. Customer satisfaction and retail banking: An assessment of some of the key antecedents of customer satisfaction in retail banking[J]. International Journal of Bank Marketing,2002,20(4):146-160
[127]Jamal, A. & Naser, K. Factors influencing customer satisfaction in the retail banking sector in Pakistan[J]. International Journal of Bank Marketing,2003,13(2):31-53
[128]James, M. C. Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions[J]. Journal of Retailing,1990,66(1):33-55
[129]James,H.M.Measuring customer satisfaction:Is meeting expectations enough[J]. Marketing Research,1991,3(4):35-43
[130]Jayanti,R. & Jackson, A. Service satisfaction: An exploratory investigation of three models[J]. Advances in Consumer Research,1991,18:603-510
[131]Johnston, R. Identifying the critical determinants of service quality in retail banking: importance and effect[J]. International 3ournal of Bank Marketing,1997,15(5):111 - 116
[132]Karatepe, O. M,, U. & Babakus, E. Measuring service quality of banks:Scale development and validation()]. Journal of Retailing and Consumer Services,2005,12:373-383
[133]jLatour,S.A.Conceptual and methodological issues in consumer satisfaction research[J]. Advances in Consumer Research,1979,6:431-437
[134]Jo Ann Duffy, Michael Duffy, William Kilbourne. Cross National Studyof Perceived Service Quality in Long-term Care Facilities[J].Journal of Aging Studies,1997Vol.11(No. 4):327-336
[135]Daniel Pearl, "More Firms Pledge Guaranteed Service, "[J].The wall Street Journal, July 17,1991,p.Bl
[136]A. Parasuraman,V.A.Zei thaml, and L.L.Berry, "SERVQUAL:A Multiple-ItemScale for Measuring Consumer perceptions of Service Quality"[J].Journal of Retailing,1988, vol.64(No.1):12-40
[137]A.Parasuraman, Multiple-Item ScaleValarie A. Zeithaml, Leonard L. Berry. SERVQUALfor Measuring Consumer Perception of ServQuality[J] Journal of Retailing, 1988, Vol.64 (No.1):12-40 Quality[J]. Journal of Retailing,1988, Vol.64(No.1):12-40
[138]A. Parasuraman, Valarie A. Zeithml, Leonard L. Berry. A conceptual Model of Service Quality and Its Implications for Future Research[J]. Journal of Marketing,1985,Vol.49(No. 3):41-50
[139]J. Joseh Cronin, JR.,Michael K, Brady, G. Tomas M. Hult. Assessing the Effects of Quality, Value and Customer Satisfaction on Consumer BehavioralIntentions in Service Environments[J].Journal of Retailing,2000, Vol.76 (No.2):193-218
[140]Hemmast, Masoud, Strong, Kelly C 二 Measuring Service Quality for Strategic Planning and Analysis in Service Firms 仁 J] Journal of Applied Business Research,1994,Vol.10(No. 4):1-17
[141]Pascale G. Quester, Simon Romaniuk. Service Quality in the Australian Advertising Industry[J].The Journal of Service Marketing,1997, Vol.11 (No.3):180-192
[142]R. F. Blanchard. Quality in Retailing Banking[J].International Journal of Service Industry Management1994, Vol.5 (No.4):5-23
[143]David W. Finn, Charles W. Lamb Jr 二 An Evaluation of the SERVQUAL Scalesin a Retailing Setting[J].Advances in Consumer Research,1991,Vol.18:483-490
[144]HaksikLee, Yongki Lee, Dongkeun Yao. The Determinants of Perceived Service Quality and Its Relationship with Satisfaction[J].Journal of Services Marketing,2000,Vol.14 (No.3):217-231
[145]A.Parasuraman, Valarie A.Zeithml,Leonard L.Berry. Alternative Scales for Measuring Service Quality: A Comparative Assessment Based On Psychometric Diagostic Criteria[J] Journal ofRetailing,1994, Vol.70(No.3):201-230
[146]John Tribe, Tim Snaith. From SERVQUAL to HOLSAT:Holiday Satisfaction in Varadero,Cuba[J].Tourism Management,1998,Vol.19(N0. 1):25-34
[147]A. Parasuraman, Valarie A. Zeithml, Leonard L. Berry. Reassessment of xpectations as a Comparison Standard in Measuring Service Quality:Implications for Future Research[J] Journal of Marketing,1994, Vol.58 (No.1):111 - 124
[148]A. Parasuraman,Leonard L.Berry, Valarie A.Zeithml. More on mproving Service Quality Measurement[J]. Journal of Retailing,1993,Vol.69(No.1):140-147
[149]Eric Laws. Conceptualizing visitor satisfaction management inheritage settings:an exploratory blueprinting analysis of LeedsCastle,Kent [J].Tourism Management,1998, Vol. 19(No.6):14-30
[150]Victor B Teye, Denis Leclerc. Product and service delivery satisfaction among North American cruise passengers[J].Tourism Management,1998, Vol.19(No.2):52-65
[151]Klaus Weiermair,Matthias Fuchs. Measuring tourist judgment onservice quality [J]. Annals of Tourism Research,1999,Vol.26 (No.4):2-14
[152]Sheena Westwood, Annette Pritchard, Nigel J.Morgan.Gender-blind marketing:business women's perceptions of airline servicesJ). Tourism Management,2000, Vol.21:45-50
[153]Kevin Nield, Metin Kozak, Geoffrey LeGrys. The role of food service in tourist satisfaction[J].Hospitality Management,2000, Vol.19:150-158
[154]Beverley A. Sparks, Janet R. McColl-Kennedy. Justice strategy optionsfor increased customer satisfaction in a services recovery setting[J]. Journal of Business Research, 2001,Vol.54:32-45
[155]Yuksel Ekinci,Popi Prokopaki,Cihan Cobanoglu. Service quality market [J]. Hospitality Management,2003, vol.22:21-40
[156]Maryam Khan. ECOSERV: Ecotourists'of Tourism Research,2003, Vol.30(No. 1):Quality Expectations [J].Annals 82-90
[157]Julie tourism[J].E. Otto, J.R. Ritchie.The service experience in Tourism Management1996,Vol.17(No.):123-136