http://reply.papertrans.cn/2/193/19249/19249-31.png
http://reply.papertrans.cn/2/193/19249/19249-32.png
http://reply.papertrans.cn/2/193/19249/19249-33.png
Submitted on: 13 June 2011.
Revised on: 30 July 2011.
Accepted on: 16 September 2011.
___________________Journal of Service Management---EMERALD GROUP PUBLISHING LTD
http://reply.papertrans.cn/2/193/19249/19249-35.png
Submitted on: 25 September 2019.
Revised on: 06 January 2020.
Accepted on: 14 February 2020.
___________________Journal of Service Management---EMERALD GROUP PUBLISHING LTD