1Regina Colonia Willner.Self-service systems:new methodology reveals customer real-time actions during merger.Computers in Human Behavior,2004(20):243-267.
2Frances X Frei,Patrick T.Harker.Value Creation and Process Management:Evidence from Retail Banking,.Wharton Financial Institutions Center Research Paper,1999.
3Lalita A.Manrai,Ajay K.Manral.A field study of customers'switching behavior for bank services.Journal of Retailing and Consumer Services,2006.9.
1Nancy Jo Black, Andy Lockett, Christine Ennew, Heldi Winklhofer, Sally Mckechnie. Modelling consumer choice of distribution channels: an Illustration from financial services[J]. International Journal of Bank Marketing, 20/4 2002,161-173.
2Charies Wendel. How to move customers out of branches[J]. Ameirican Banker, 2004-04-13, Vol.169, (70):15.
3Dan Sarel and Howard Marmorstein. Marketing online banking services: The voice of the customer [J]. Journal of Financial Services Marketing, 2003, Vol.8, 2, 106-118.
4Thom Weidlieh. Customer ownership crossing business line[J]. American Banker, 2004 Vol.169, No.80, 18-20.
5Christine B. Bucklin, Pamela A. Thomas-Graham and Elizbeth A. Webster, Channel, conflict: When is it degerous?[R]. The Mckinsey Quarterly, 1997, No.3, 36-43.
6Antony Beckett. Strategic and Marketing implications of consumer behaviour in financeial services[J]. The Service Industry Journal, 2000,Vol.20, No.3,191-208.
7John M. Abele and Willam K. Ceasar, Rechannelling sales[R]. The McKinsey Quarterly, 2003, Issue 3, 64-76.
8Cristopher C. Eugster, Jatin N. kakkar and Eric V. Roegner.Bringing discipline to pricing[R]. The McKinsey Quarterly,2000, Issue 4, 21-26.
10Joseph B. Myers, Andrew D. Pickersgill and Evan S. Van Metre. Steering customers to the right channels [R]. The McKinsey Quarterly, 2004, Issue 4, 36-48.
