3Valarie A. Zeithaml, "Consumer Perception Of Price, Quality and Value : A Means - End Model and Synthesis Of Evidence", Journal Of Marketing, 1988, 52 (July).
4[美]菲利普*科特勒.市场营销管理(亚洲版)[M].北京:中国人民大学出版社, 1998.7.
5Roland T Rust, Valarie A,Zeithaml, Katherine N. Lemon, DRIVING CUSTOMER EQUITY-How Customer Lifetime Value Is Reshaping Corporate Strategy[M].Simon & Schuster, Inc. New York 2000.
6Valarie A,Zeithaml , Mary Jo Bitner. Services Marketing: Integrating Customer Focus Across the Firm, 2d ed[M]. New York: Irwin/McGraw-Hill, 2000.441.
7Gronroos.Value-driven Relational Marketing, from Products to Resources and Competences[J].Journal of Marketing Management, 1997.