居民对养老机构的服务期望及影响因素研究(4)
[6] Zeithaml VA,Bitner MJ,McGraw H. Services marketing:integrating customer focus across the firm [M].北京:機械工业出版社,2008.[7] Parasuraman A,Zeithaml VA,Berry LL. A Conceptual Model of Service Quality and Its Implications for Future Research [J]. J Mark ......
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