5[1]REICHHELD Frederick F,SASSER Earl W. Zero Defections:Quality Comes to Services[J]. Harvard Business Review, 1990,105- 111.
6[2]JONES Thomas O. SASSER W Earl Jr. Why Satisfied Customers Defect[J]. Harvard Business Review, 1999,73(6).
7[3]REICHHELD Frederick F. The Loyalty Effect-the Relationship Between Loyalty and Profits[J]. European Busi-ness Journal ,2000,12(3).
8[4]DWYER F Robert, SCHURR Paul H, OH Sejo. Developing Buyer-Seller Relations[J]. Journal of Marketing,1987,51(4).
9[5]RUSBULE Cary E. Commitment and satisfaction in Romantic Associations: A Test of the Investment Model[J].Journal of Experimental Social Psychology, 1980,16.
10[6]MORGAN Robert M, HUNT Shelly. The Commitment-Trust Theory of Relationship Marketing[J]. Journal ofMarketing, 1994,58 (7).
