1[1]Oliver Richard L. Dissatisfaction and complaining behavior[J].Journal of Consumer Satisfaction,1980(2):1-6. 被引量：1
2[2]Churchill Gilbert A.An investigation into the determinants of consumer satisfaction[J].Journal of Marketing Research,1989(24):305-314. 被引量：1
3[3]Fornell David F.Larcker.Evaluating structural equation models with unobservable variables and measurement Error[J].Journal of Marketing Research,1983(18):39-50. 被引量：1
