旅游景区游客满意度理论综述.pdfVIP

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旅游景区游客满意度理论综述

Tourism 1965Gardozo [1]2080 ([3]2009 [4] [4] 2009 2010 [5]2010) [6] , ParasuramanZeithaml Berry1985 Oliver SERVQUAL(service quality) Oliver SERVQUAL[7] (Oliver1997) (Richard L. Oliver)(Robert B. Woodruff)(Ernest R. Cadotte)(Roger L.Jenkins) (Robert Westbrook) (Michael D. Reilly) [2] [8] (for mation P Z B mechanism) S E R V Q U A L SERVQUAL (1965-) SERV

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