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1．L. Fahey and R.L. Priem. Business Strategy and CEO Intelligence Acquisition. Competitive Intelligence Review,10(2),1999:15-22.
2．L. Fahey and V.K. Narayanna, 1986, Macro-environmental Analysis for Strategic Management (St.Paul:West Publishing Company), 105.
3．Michael E.Porter. The Competitive Advantage of Nations. The Free Press,1998.
4．D.L. Deeds, D. DeCarolis, and J. Coombs, Dynamic Capabilities and New Product Development in High Technology Ventures:An Empirical Analysis of New Biotechnology Firms, Journal of Business Venturing, 15(2000):211-229.
5．Peter·F·Drucker, The discipline of innovation, Fund Raising Management, 1995(5): 34.
6．[美]麦克姆·麦克唐纳，爱德兰·佩恩著．服务营销规划[M]．张平淡，等译．北京：企业管理出版社，2004.
7．清华服务研究创新网．
8．清华服务研究创新网．
9．Michael E. Porter. The Competitive Advantage of Nations. The Free Press,1998,15.
10．W.H. Davidow and B. Uttal, “Service Companies: Focus or Falter”, Harvard Business Review, July/August 1989: 77-85.
11．Robert G. Cooper, Winning at New Products,2nd ed.(Reading, MA: Addison Wesley, ).
12．G.L. Shostack, “Service Design in the Operating Environment”, in Developing New Service, ed. W. R. George and C. Marshall(Chicago: American Marketing Association,1984): 27-43.
13．Benjamin Schneider and David E. Bowen, “New Service Design, Development and Implementation and the Employee”, in Developing New Service, ed. William R. George and Claudia Marshall: 27-43.
14．Donald F. Heany, “Degrees of Products Innovation”, Journal of Business Strategy, spring 1983: 3-14.
15．Leonard L. Berry and Sandra K. Lampo, “Teaching an Old Service New Tricks--- the Promise of Service Resign”, Journal of Service Research 2, No.3 (February 2000):265-275.
16．Kingman-Brundage, J., 1989. The ABC's of service system blueprinting. In: Bitner, v. M. J. and Cosby, L.A., Editors, 1989. Designing a winning service strategy, AMA, Chicago: 30～33.
17．Mary Jo Bitner, “Managing the Evidence of Service”, in The Service Quarterly Handbook , ed. Eberhard E. Scheuing and William F. Christopher(New York: AMACOM,1993).
18．G. Lynn Shostack, “Understanding Services through Blueprinting”, in Advances in Services Marketing and Management, vol.1, ed.Teresa A. Swartz, David E. Bowen, and Stephen W. Brown(Greenwich, CT:JAI Press, 1992): 75-90.
19．Evert Gummesson and Jane kingman-Brundage, “Service Design and Quality: Applying Service Blueprinting and Services Mapping to Railroad Services,” in Quality Management in Services, ed. Paul Kunst and Jos Lemmink (Assen/Maastricht, Netherlands: Van Gorcum,1991).
20．Amy R. Hubbert, Annette Garcia Sehorn, and Stephen W. Brown, “Service Expectations: The consumer vs. The Provider”, International Journal of Service Industry Management 6.No.1 (1995):6-21.
21．Fast, Reliable Delivery Processes Are Cheered by Time-Sensitive Customers. The Service Edge 4, No. 3(1993):1.
22．Robert Camp. Benchmarking: The Search for Industry Best Practices that Lead to Superior Performance (Milwaukee: American Society for Quality Control, 1989).