[1]Sigal Kaplan,Carlo Giacomo Prato.Risk factors associated with bus accident severity in the United States: A generalized ordered logit model[J]. Journal of Safety Research, 2012 (43) :171-80.
[2]张栋, 杨晓光, 安健, 等. 基于乘客感知的常规公交服务质量评价方法[J]. 城市交通,2012(4): 72-77. [ZHANG D, YANG X G, AN J, et al. Evaluation of urban public transportation service quality based on passengers’perception[J]. Urban Transport of China, 2012(4):72-77.]
[3]Parasuraman A, Valarie A Zeithaml, Leonard L Berry. SERVQUAL: A multipleitem scale for measuring consumer perceptions of service quality[J]. Journal of Retailing, 1988, 64(1): 12-40.
[4]Joseph Cronin J, Steven A Taylor. Measuring service quality: A reexamination and extension[J]. Journal of Marketing, 1992, 56(3): 55-68.
[5]韦福祥. 服务质量评价与管理[M]. 北京: 人民邮电出版社, 2005. [WEI F X. Evaluation and management of service quality[M]. Beijing:The people Post and Telecommunications Press, 2005.]
[6]姚志刚, 裘爱红, 袁球明, 等. 城市出租汽车客运服务质量的客户感知特性分析[J]. 长安大学学报(社会科学版), 2011(6):35-38. [YAO Z G, QIU A H, YUAN Q M, et al. City taxi passenger service quality customer perception characteristics analysis[J]. Journal of Chang’an University (Social Science Edition), 2011(6):35-38.] |