7Srini S Srinivasan.2002,Rolph Anderson,Kishore Ponnavolu:Customer Loyalty in E—commerce:An Exploration of Its Antecedents and Consequences,Journal of Retailing,78,41~50. 被引量:1
8Frederick F Reichheld.2001,Lead for Loyalty,Harvard Business Review,July~August. 被引量:1
9Gremler,D D and Brown S W.1996,Service Loyalty:Its Nature,Importance,and Implications,in Edvardsson, B.et al.Advancing Service Quality:A Global Perspective,International Service Quality Association,171~180. 被引量:1
10Oliver John E Swan.1 989, Consumer Perceptions of Interpersonal Equity and Satisfaction in Transaction:A Test of the Investment Model,Journal of Marketing, 16,172~186. 被引量:1