2Nicholls R. Customer-to-customer interaction in the world of e- service[J]. Service Management,2008,3(499):97-104. 被引量：1
3Algesheimer R, Dholakia U M, Herrman A. The social influ enee of brand community: evidence from European car clubs [J].Journal of Marketing,2005,69(3) : 19-34. 被引量：1
4Casalo' L, Flavia' n C, Guinal'u M. The impact of participa- tion in virtual brand communities on consumer trust and loyalty [J].Online Information Review, 2007,31(6) : 775-792. 被引量：1
5Libai B, Bolton R, Buegel M, et al. Customer-to-customer in- teractions., broadening the scope of word of mouth research [J]. Journal of Service Research,2010,13(2) :267-282. 被引量：1
6Nicholls R. New direction for customer-to-customer interaction researeh[J]. Journal of Service Marketing, 2010,1 (24) : 87-97. 被引量：1
7Bitner M J, Bernard H B, Mary S T. The service en-counterdiagnosing favorable and unfavorable incidents[J]. Journal of Marketing, 1990,54(1) :71-84. 被引量：1
8Perreault W D, Leigh L E. Reliability of nominal data based on qualitative judgments [J]. Journal of Marketing Research, 1989,26(2) : 135-148. 被引量：1
9Latham G, Saari L M. Do people do what they say? Further studies on the situational interview[J]. Journal of Marketing Research, 1983,20(4) : 393-404. 被引量：1
10Churchill G A. A Paradigm For Developing Better Measures Of Marketing Constructs[J]. Journal of Marketing Research (JMR), 1979,16(1) : 64-73. 被引量：1
