1、
title：SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality
author：Cronin, J and Taylor, S A
source：Journal of Marketing,56(July), 55-67.
link：http://www.jstor.org/pss/1252296
2、
title：Consumer satisfaction and perceived quality: Complementary or divergent constructs?
author：
Gotlieb, Jerry B.; Grewal, Dhruv; Brown, Stephen W.
source：Journal of Applied Psychology, Vol 79(6), Dec 1994, 875-885
link：http://psycnet.apa.org/journals/apl/79/6/875/
谢谢好心人帮助！