National Bureau of Statistics of Statistics of the People’s Republic of China (2015) Statistical Communiqué of the People’s Republic of China on the 2014 National Economic and Social Development.
 Cardozo, R.N. (1965) An Experimental Study of Customer Effort, Expectation, and Satisfaction. Journal of Marketing Research, 3, 244-249. http://dx.doi.org/10.2307/3150182
 Howard, J.A. and Sheth, J.N. (1969) The Theory of Buyer Behavior. John Wiley, New York, 12-15.
 Oliver, R.L. (1980) A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal Marketing Research, 4, 460-469. http://dx.doi.org/10.2307/3150499
 Westbrook, R.A. (1981) Source of Consumer Satisfaction with Retail Outlets. Journal of Retailing, 3, 68.
 Churchill Jr., G.A. and Superenant, C. (1982) An Investigation into the Determinants of Consumer Satisfaction. Journal of Marketing Research, 3, 491-504. http://dx.doi.org/10.2307/3151722
 Cadotte, E.R. (1987) Expectations and Norms in Models of Consumer Satisfaction. Journal of Marketing Research, 24, 305-314. http://dx.doi.org/10.2307/3151641
 Fornell, C. (1992) A National Customer Satisfaction Barometer: The Swedish Experience. Journal of Marketing, 1, 6-21. http://dx.doi.org/10.2307/1252129
 Kotler, P., Haider, D. and Rein, I. (1993) Marketing Places. Attracting Investment, Industry and Tourism to Cities, States, and Nations. Maxwell Macmillan Int, New York.
 Spreng, R.A., Harrell, G.D. and Mackoy, R.D. (1995) Service Recovery: Impact on Satisfaction and Intentions. Journal of Service Marketing, 1, 15-23. http://dx.doi.org/10.1108/08876049510079853
 Woodruff, R.B. (1997) Customer Value: The Next Source for Competitive Advantage. Journal of Academy of Marketing Science, 25, 139-153. http://dx.doi.org/10.1007/BF02894350
 Oliver, R.L. and De Sarbo, W.S. (1988) Response Determinants in Satisfaction Judgment. Journal of Consumer Research, 14, 495-507. http://dx.doi.org/10.1086/209131
 Chen, X. (2011) Research on the Relationship between Customer Satisfaction and Positive Word of Mouth. South China University of Technology, Guangzhou, 5-29.
 Festinger, L. (1957) A Theory of Cognitive Dissonance. Stanford University Press, Stanford, 58-63.
 Hovland, C. (1957) The Order of Presentation in Persuasion. Yale University Press, New Haven, 33-36.
 Qin, M. and Zheng, Y. (2009) The Negative Outcome of Psychotherapy. Advances in Psychological Science, 6, 1316- 1326.
 Day, R.L. and Landon, E.L. (1977) Consumer and Industrial Buying Behavior. North-Holland, New York, 426-437.
 Richins, M.L. (1983) Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study. Journal of Marketing Research, 47, 68-78. http://dx.doi.org/10.2307/3203428
 Huppertz, J.W. (1978) An Application of Equity Theory to Buyer-Seller Exchange Situations. Journal of Marketing Research, 15, 250-260. http://dx.doi.org/10.2307/3151255
 Bitner, M.J., Booms, B.H. and Tetreault, M.S. (1990) The Service Encounter: Diagnosing Favorable and Unfavorable Incidents. Journal of Marketing Research, 54, 71-84. http://dx.doi.org/10.2307/1252174
 Weiner, B., Russell, D. and Lerman, D. (1979) The Cognition-Emotion Process in Achievement-Related Contexts. Journal of Personality, 37, 1211-1220. http://dx.doi.org/10.1037/0022-3518.104.22.1681
 Olshavsky, R.W. and Miller, J.A. (1972) Consumer Expectations, Product Performance, and Perceived Product Quality. Journal of Marketing Research, 9, 19-21. http://dx.doi.org/10.2307/3149600
 Tse, D.K. and Wilton, P.C. (1988) Models of Consumer Satisfaction Formation: An Extension. Journal of Marketing Research, 25, 204-212. http://dx.doi.org/10.2307/3172652
 Oliver, R.L. (1993) Cognitive, Affective, and Attribute Bases of the Satisfaction Response. The Journal of Consumer Research, 20, 418-430. http://dx.doi.org/10.1086/209358
 Heskett, J.L., Jones, T.O., Loveman, G.W., et al. (1994) Putting the Service-Profit Chain to Work. Harvard Business Review, 72, 164-170.
 Jian, C.Y. (2005) The Customer Satisfaction Index Evaluation Mode: Comparison and Reference. Commercial Age, 11, 39-42.
 Gronroos, C. (1988) Service Quality: The Six Criteria of Good Perceived Service Quality. Review of Business, 9, 10- 13.
 Cronin, J.J. and Taylor, S.A. (1992) Measuring Service Quality: A Reexamination and Extension. Journal of Marketing Research, 56, 55-68. http://dx.doi.org/10.2307/1252296
 Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985) A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing Research, 49, 41-50. http://dx.doi.org/10.2307/1251430
 Lehtinen, U. and Lehtinen, J.R. (1991) Two Approaches to Service Quality Dimensions. Service Industries Journal, 11, 287-303. http://dx.doi.org/10.1080/02642069100000047
 Xu, J.C., Ma, M.C. and Chen, Y.W. (2002) Review on the Research of Service Quality. Advances in Psychological Science, 2, 233-239.
 Xie, L.S. and Li, J.Y. (2007) A Study of the Relationships between Tour Guides’ Service Quality and Tourists’ Trust and Behavioral Intentions. Chinese Tourism Science, 4, 43-48.
 Cronin Jr., J.J. and Taylor, S.A. (1992) Measuring Service Quality: A Reexamination and Extension. Journal of Marketing Research, 56, 55-68. http://dx.doi.org/10.2307/1252296
 Brown, T.J., Churchill, G.A. and Peter, J.P. (1993) Research Note: Improving the Measurement of Service Quality. Journal of Retailing, 69, 127-139. http://dx.doi.org/10.1016/S0022-4359(05)80006-5
 Boulding, W., Kalra, A. and Staelin, R. (1999) The Quality Double Whammy. Marketing Science, 18, 463-484.
 Liu, J.J. (2014) Research on Customer-to-Customer Interaction’s Influence on Perceived Service Quality—Based on Entertain Industry’s Empirical Analysis. PhD Thesis, Huaqiao University, Quanzhou, 2-8.
 Wei, F.X. (2002) Exploratory Investigation to Service Recovery and Related Issues. Journal of Tianjin University of Commerce, 22, 24-26.
 Wang, C.J., Jiang, C.F. and Wen, B.Y. (2001) An Empirical Research on National Tourist Consumption. Journal of Beijing International Studies University, 3, 80-86.
 Zhang, Q.H. (2012) The University Logistic Services Quality Evaluation System—Northwest A&F University as an Example. Master’s Thesis, Northwest A&F University, Yanglin, 12-15.
 Ford, J.B., Mathew, J. and Beatriz, J. (1999) Importance-Performance Analysis as a Strategic Tool for Service Marketers: The Case of Service Quality Perceptions of Business Students in New Zealand and the USA. The Journal of Services Marketing, 13, 171-186. http://dx.doi.org/10.1108/08876049910266068
 Oldfield, B.M. and Baron, S. (2000) Student Perceptions of Service Quality in a UK University Business and Management Faculty. Quality Assurance in Education: An International Perspective, 8, 85-95.
 Liu, J.Y. (2009) Quality Management of Higher Education Based on Services Marketing Perspective. PhD Thesis, Tianjin University, Tianjin, 3-25.
 Wang, C.H. and Wang, W. (2012) Review on the Research of Higher Education Service Quality. Chinese Education Forum, 33, 157-158.
 Athiyaman, A. (2006) Perceived Service Quality in the Higher Education Sector: An Empirical Analysis. In: ANZMAC 2000 Visionary Marketing for the 21st Century: Facing the Challenge, NP. NT: 5055.
 Anderson, E. (1995) High Tech v. High Touch: A Case Study of TQM Implementation in Higher Education. Managing Service Quality, 5, 48-56. http://dx.doi.org/10.1108/09604529510083576
 Ford, J.B., Joseph, M. and Joseph, B. (1999) Importance Performance Analysis as a Strategic Tool for Service Marketers: The Case of Service Quality Perceptions of Business Students in New Zealand and the USA. The Journal of Services Marketing, 13, 171-186. http://dx.doi.org/10.1108/08876049910266068
 Gui, L.L. (2005) Research on the University Logistic Socialization Policy. Master’s Thesis, Zhengzhou University, Zhengzhou, 25-57.
 Wang, L.G., Zhang, W.H. and Wang, Y.B. (2007) Analysis of the College Logistics Socialization Reform Mode. Chinese University Logistics Research, 3, 19-21.
 Guo, L.L. (2004) Construction of the University Logistics Entity Appraisal Model. Chinese Business Accounting, 4, 22-24.
 Hu, T.W. (2004) Research on the Enterprise reform of the University Logistic Management. Master’s Thesis, Tianjin Normal University, Tianjin, 5-7.
 Ji, X.Y. and Huang, X.P. (2005) Research on Customers’ Satisfaction Degree in Higher Education Institutions. Higher Education Development and Evaluation, 4, 29-32.
 Lin, W.Y. (2005) Research on Students’ Perception of Service Quality. PhD Thesis, Tianjin University, Tianjin, 1-22.
 Guo, L.S., Fang, C.S. and Liu, N. (2010) The Construction of Evaluation Index System of University Logistics Service Satisfaction. Science & Technology Information, 33, 392-393.
 Yuan, L., Jia, B. and Qian, Z.H. (2012) Research on Service Satisfaction in University Campuses. Market Weekly (Theory), 12, 31-32.
 Gao, Q. (2012) Satisfaction Research for Student Canteen Service Based on College Students’ Diet Consuming Behavior. PhD Thesis, Southwest Jiaotong University, Chengdu, 18-26.