1Freiesleben.J. On the Limited Value of Cost of Quality Models [J].Total Quality Management, 2004 (7). 被引量：1
2Freiesleben. J. The Economic Effects of Quality Improvement [J].Total Quality Management, 2005 (7). 被引量：1
3Garbarino,Ellen,Mark S.Jonson. The Different Roles of Satisfaction,Trust and Commitment in Customer Relationship[J]. Journal of Marketing, 1994(4). 被引量：1
4Matthew C.H.Yeung, Christine T.Ennew.From Customer Satisfaction to Profitability[J].Journal of Strategic Marketing,2000(8). 被引量：1
5Juran. J. M, Juran on Quality by Design [ M ]. NY : The Free Press, 1992 被引量：1
6Philip Kotler, Marketing Management. Analysis, Planning, Implementation and Control( Sixth Edition)[M]. Prentice- Hall International Inc. , 1988 被引量：1
