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1．李朝鲜，李宝仁．现代服务业评价指标体系与方法研究[M]．北京：中国经济出版社，2007.
2．傅云新．服务营销学[M]．广州：华南理工大学出版社，2005.
3．Zagier, VL. Producer Services, Innovation, and outsourcing in the New Economy, Mimeo Firenze, 2006.
4．http://Tootcuss.javaeye.com.
5．邓雄才．服务经济竞争力评价指标体系建立及实证分析[D]．上海：同济大学，2008.
6．邓雄才．服务经济竞争力评价指标体系建立及实证分析[D]．上海：同济大学，2008.
7．罗时龙．服务业与中国经济增长实证研究[D]．南京：南京农业大学，2006.
8．国家统计局年鉴编辑部．中国统计年鉴2006[M]．北京：中国统计出版社，2007.
9．经济合作与发展组织(OECD).
10．中国证券报，2008年2月1日．
11．郝索．服务业对社会经济的影响与我国服务业的演变[J]．西北大学学报，2003(33).
12．程大中．中国服务产业增长的特点：鲍莫尔-福克斯假说及其检验研究[J]．经济研究，2004,5.
13．罗时龙．服务业与中国经济增长时政研究[D]．南京：南京农业大学，2006.
14．郝索．服务业对社会经济的影响与我国服务业的演变[J]．西北大学学报，2003,33.
15．International Monetary Fund. World Economic Outlook.Washington, DC: International Monetary Fund, May 1997.
16．何德旭．中国服务业发展报告No.5．北京：社会科学文献出版社，2006.
17．国家统计局年鉴编辑部．中国统计年鉴2006[M]．北京：中国统计出版社，2007.
18．罗时龙．服务业与中国经济增长实证研究[D]．南京：南京农业大学，2006,97～103
19．中国青年报，2009年2月29日．
20．Richard B. Chase, “Where Does the Customer Fit in a Service Organization?” Harvard Business Review 56 (November-December 1978).
21．Stephen J.Grove and Raymond P. Fisk, “The Dramaturgy of Services Exchange: An Analytical Framework for Services Marketing”in Emerging Perspectives on Services Marketing, ed. L. L. Berry, G. L Shostack, and G..D. Upah(Chicago: The American Marketing Association, 1983), 45-49.
22．Christopher H. Lovelock, “Classifying Services to Gain Strategic Marketing Insights”Journal of Marketing 47(Summer 1983), p.12. Reprinted by permission of the American Marketing Association.
23．Christopher H. Lovelock, “Classifying Services to Gain Strategic Marketing Insights”Journal of Marketing 47(Summer 1983), p.13. Reprinted by permission of the American Marketing Association.
24．Christopher H. Lovelock, “Classifying Services to Gain Strategic Marketing Insights”Journal of Marketing 47(Summer 1983). p.17. Reprinted by permission of the American Marketing Association.
25．[美]A．佩恩．服务营销[M]．郑薇译．北京：中信出版社，1998.
26．G. Lynn Shostack, “Breaking Free from Product Marketing,” Journal of Marketing 41(April 1977): 73-80. Reprinted with permission of the American Marketing Association.
27．吴晓云．服务营销管理[M]．天津：天津大学出版社，2006.
28．Reprinted by permission from the American Marketing Association. Journal of Marketing 49, Fall 1985, A. Parasuraman, Valarie A. Zeitham, and Leonard L. Berry, A Conceptual Model of Service Quality and Its Implications for Future Research: 41～50.
29．王雅梅．服务营销组合中的特殊问题和对策[J]．四川大学学报，1996,4.
30．Bernard H. Booms and Mary Jo Bitner, “Marketing Strategies and Organizational Structures for Service Firm”in Marketing of Service, ed. J. H. Donnelly and W.R. George(Chicago:American Marketing Association, 1981): 47～51.
31．吴晓云．服务营销管理[D]．天津：天津大学出版社，2006.
32．[美]洛夫洛克．服务营销：人员、技术与策略[M]．郭贤达，等译．北京：清华大学出版社，2001.
33．Adapted from Mary Jo Bitner, “Building Service Relationships: It's All About Promise”Journal of the Academy of Marketing Service 23, 4(1995):264-51; Christian Gronroos, Service Management and Marketing(Lex Ington, MA: Lexington Books,1990); and Philip Kotler, Marketing Management: Analysis, Planning, Implementation, and Control, 8th ed.(Englewood Cliffs, NJ: Prentice Hall,1994):470
34．刘满芝．顾客满意还是人工满意[J]．企业活力，2002(2).
35．Adapted with permission of the author from A. Parasuraman, “Understanding and Leveraging the Role of Customer Service in External, Interactive and Internal Marketing.”1996 Frontiers in Service Conference, Nashville, TN(1996).
36．Original Artist Reproduction rights obtainable from www.CartoonStock.com
37．Christopher H. Lovelock, “Services: People, Technology, Strategy”4th(Sep.2001): 18.
38．[美]菲利普·科特勒．营销管理(新千年版)[M]．梅汝和，等译．北京：中国人民大学出版社，2001.