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【正文】 ), 3342. 3. Churchill, G. A. amp。 Surprenant, C. (1982). An Investigation into the Determinants of Customer Satisfaction. Journal of Marketing Research, 19, 491504. 4. Czepiel, J. A., Rosenberg, L. J. amp。 Adebayo, A. (1974). Perspectives on consumer satisfaction. Quoted in AMA Educators’ Proceedings. Chicago: AMA, 119123. 5. Parasuraman A., Zeithaml, V. A. amp。 Berry, L. L. (1985a). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49, 4150. 6. Mattsson, J. (1994). Improving Service Quality in Persontoperson Encounter. The Service Industries Journal, 14, 4561. 7. Shostack, G. L. (1985). Planning the service encounter. In Czepiel, ., Solomon, M. R. amp。 Surprenant . ed., The Service Encounter, Lexington , 243254. MA: Lexington Books. 8. Westbrook, R. A. (1980). Intrapersonal Affective Influences on Consumer Satisfaction with Products. Journal of Marketing Research, 7, 4954. 9. Zeithaml, . amp。 Binter, M. J. (1996). Service Marketing. New York: McGraw –Hill Ltd. 19
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