6Noble, S. M. and Joanna Phillips. Relationship hindrance: why would consumers not want a relationship with a retailer [J]. Journal of Retailing, 2004(80) :289 - 303.
7Yoram Wind. Customer Behavior for Marketing Managers [J]. Journal of marketing, 1984:65- 71.
8Hennig- Thurau, Thorsten, Gwinner, Kevin P, Gremler and Dwayne D. Understanding relationship marketing outcomes: An integration of relational benefits and relationship quality [J] .Journal of Service Research, 2002,4(3):230- 248.
9Verhoef P. C, Donkers B. Predicting customer potential value an Application in the insurance industry [J]. Decision Support Systems, 2001 : 189 - 199.
10Gwinner, Kevin P, Gremler, Dwayne D, Bitner and Mary Jo. Relational benefits in services industries: the customer's perspective [ J ]. Journal of the Academy of Marketing Science, 1998, 26(2) :101 - 114.
