6Fomell C., Johnson, M. D, Anderson, E. W., Cha, J., and Bryant, B.E.. The American customer satisfaction index: nature, purpose and findings[J]. Journal of Marketing, 1996,60:7 ～ 18. 被引量：1
7Oliver R.L.. Measurement and evaluation of satisfaction processes in retail settings[J]. Journal of Retailing, 1981,57:25 ～ 48. 被引量：1
8Vazquez, R., Bosque, I. A. R., Diaz, A. M., and Ruiz, A. V. Service quality in supermarket retailing: identifying criticalservice experiences[ J ]. Joumal of Retailing and Consumer Services, 2001,8:1 ～ 14. 被引量：1
9Schutz, D. E.. Are we too loyal to our concept of loyalty [ J ] ?Marketing News, 1998,32:11. 被引量：1
10Morgan, R. M., and Shelby D. Hunt. The commitment-trust theory of relationship marketing[ J]. Journal Marketing, 1994,58: 20 ～ 38. 被引量：1
