【题 名】： Achieving Service Success through Relationships and Enhanced Encounters
            【作 者】： Barbara A. Gutek, Markus Groth and Bennett Cherry
            【期刊、会议、单位名称】：The Academy of Management Executive
            【年, 卷(期), 起止页码】：Vol. 16, No. 4, Services: Enhancing Effectiveness (Nov., 2002), pp. 132-144

            【全文链接】：http://www.jstor.org/pss/4165909