2Taylor S A, Baker T L. An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions [ J].Journal of Retailing, 1994,70(2): 163-178. 被引量:1
3Baker D W, Marshall A. Total quality management and internal customers: measuring internal service quality[J]. Journal of Marketing Theory and Practice, 1996,3(4) :36-51. 被引量:1
4Menter M L, Ostrom A L, Roundtree R I, et al.. Selfservice technologies-understanding customer satisfaction with technology-based service encounters[J]. Journal of Marketing, 2000,64 (3): 50-64. 被引量:1
5Berkley B J, Gupta A. Improving service quality with information technology[J]. International Journal of Information Management, 1994,14(2): 109-121. 被引量:1
6Domegan C T. The adoption of information technology in customer service[J]. Journal of Marketing, 1996,60(6) :52-69. 被引量:1
7Groth M, Gutek B A, Douma B. Effects of service mechanisms and modes on customers' attributions about service delivery [ J]. Journal of Quality Management,2001,6:331-348. 被引量:1
8The Challenge of Customer-managed Relationships on the Internet [ EB/OL ]. http://www. CRM-Forum. com,2002-02-22. 被引量:1
9Miehinmne Kohno, Jun Rekimoto. Searching common experience: a soiled communication ted based on mobile ad-hoc networking. Proceedings of the 7th international conference on Human computer interaction with mobile devices & services, 2005:15 -22. 被引量:1
10Schellong A R M. Governmen 2.0: An Exploratory Study of Social Networking Services in Japanese local govemment [ J]. Transforming Government: People,Process and Policy, 2008, 2 (4): 225- 242. 被引量:1