3CHATTERJEE L J. Identifying Most Influential Observations in Factor Analysis[J]. Marketing Sci- ence,1991,10(2) :145.
4REYNOLD F D, WILLIARN R D. Zero Defection: Quality Comes to Service [J]. Harvard Business Reiver, 1995,68(12) :73.
5FOUMIER S. Consumers and Their Brands:Develo- ping Relationship Theory in Consumer Research[J]. Journal of Consumer Research, 1998(24) :343.
6ALBA J, LYNCH J, WEITZ B, et al. Interactive Home Shopping: Consumer, Retailer, and Manufacturer Incen- tives to Participate in Electronic Marketplaces[J]. Jour- nal of Marketing, 1997(61):38.
7KALAKOTA R, WHINSTON A B. Electronic Com- merce: A Manager ' s Guide [M]. New York: Addison- Wesley Publishing Company, 1997.