8Anderson, E.W. and Fornell, C.Foundations of the American customer satisfaction index[J].Total Quality Management, 2002,11,(7): 869-882. 被引量:1
9Anderson, Eugene W. and Vikas Mittal.Strengthening lhe Satisfaction-Profit Chain[J].Journal of Service Research,2000,3 (2):107- 120. 被引量:1
10Anderson, Eugene W., Claes Fomell, and Donald R. Lehmann . Customer Satisfaction, Market Share, and Profitability: Findings from Sweden[J].Joumal of Marketing,1994,58(3):53-66. 被引量:1