3Sally Rao, Chad Perry.Thinking About Relationship Marketing: Where Are We Now. Journal of Business & Industrial Marketing,2002;17 (7):301-317.
4John J Sviokla, Benson P Shapiro.Seeking Customers.Harvard Business School Press, 1993.
二级参考文献2
1Reichheld, Frederick F., Earl W, Sasser. Zero Defections: Quality Comes to Services, [J]. Harvard Business Review, 1990, 42 (September-October)105- 111.
2Joseph A.Ness et al.the Role of ABM in Measuring Customer Value (part one) , [J] Strategic Finance, 2001, 38 (March) , 32-37.
