服务不稳定性的分类框架

[1] The variable nature of services: An empirical examination of trust and its effects on customers' satisfaction responses to poor and good service[J] . Magnus S?derlund,Claes-Robert Julander.Total Quality Management & Business Excellence . 2003 (3)

[2] The impact of services versus goods on consumers’ assessment of perceived risk and variability[J] . Keith B. Murray,John L. Schlacter.Journal of the Academy of Marketing Science . 1990 (1)

[1] The variable nature of services: An empirical examination of trust and its effects on customers' satisfaction responses to poor and good service[J] . Magnus S?derlund,Claes-Robert Julander.Total Quality Management & Business Excellence . 2003 (3)

[2] The impact of services versus goods on consumers’ assessment of perceived risk and variability[J] . Keith B. Murray,John L. Schlacter.Journal of the Academy of Marketing Science . 1990 (1)