1Gr?noroos, C. (2000) , Service Management and Marketing: A Customer Relationship Management Approach, [M].John Wiley & Sons, Ltd, 2nd ed. 被引量：1
2Reichheld, Frederick F and W Earl Sasser, Jr. (1990) ,"Zero Defections: Quality Comes to Services," [J] . Harvard Business Review, September-October, pp.105-11. 被引量：1
3Gerstmy, C and Rosengrerh W R. (1973) , The Service Society, [M] . Cambridge, MA: Schenkman Press. 被引量：1
4Lengnick-Hall, C A. (1996) , "Customer Contributions to Quality: A Different View of The Customer-Oriented Firm,"[J] . Academy of Management Review, Vol.21. No.3, pp.791-824. 被引量：1
5Mills, P IC and Morris J H. (1986) , "Clients as'Partial' Employees: Role Development in Client Participation,"[J] . Academy of Management Review, 11, no. 4, pp. 726-35. 被引量：1
6Ojasalo, K. (1999) , Conceptualizing Productivity in Services, [M] . Helsinki: Hanken Swedish Sehool of Economics Finland/CElLS Center for Relationship Marketing and Service Management. 被引量：1
7Rodie, A R and Kleine, S S. (2000) , "Customer Participation in Service Production and Delivery," [ A] in Handbook of Services Marketing and Management, [C] Teresa A Swartz and Dawn laeobueei, eds. California: Sage Publications, Inc. 被引量：1
8Lovelock C H and Young R F. (1979) , "Look to Customers to Increase Productivity," [ J] . Harvard Business Review, 57 pp.168-78. 被引量：1
9Silpakit P and Raymond P Fisk (1985) ,Participatizing' the Service Encounter," [ A] in Services Marketing in a Changing Environment, [C] . Thomas M Bloch,Gregory D Upah, and Valarie A Zeithamal, eds. Chicago:American Marketing Association, pp. 117-21. 被引量：1
10Hennig-Thurau T., Gwinner K.P., Walsh G. and Gremler D.D. Electronic Word-of-mouth Via Consumeropinion Platforms: What Motivates Consumers to Articulate Themselves on the Internet? [J]. Journal of Interactive Marketing, 2004, 18,(1): 38-52. 被引量：1
