4Barbara Bond Jackson. Building customer relationship that last [J]. harvard Business Review, November-December 1985:120-128.
5Paul D Berger;Nada I Nasr, Customer Lifetime Value: Marketing Models and applications[J]. Journal of Interactive Marketing, Winter 1998, 12(1): 17-30.
6[美]Robert E Wayland,Paul M Cole著.邱振儒译.客户关系联结技术[M].商业周刊出版股份有限公司,2001.11:188-191.
7Frederick F Reichheld. The loyalty effect: the hidden force behind growth, profit, and lasting value[J]. Harvard Business Press, 1996.47.
8Robert F Reilly, Robert P Schweihs. Valuing intangible assets [M]. McGraw-Hill, 2001:341.