8Karr, John., 2005. Performance Measurement in Banking Beyond ROE [J]. Journal of Performance Management, 18 (2):56-70.
9Lee, Ming Chang, and Hwan.,Ing San, 2005. Relationships Among Service Quality, Customer Satisfaction and Profitability in the Taiwan Residents Banking Industry [ J ]. International Journal of Management, 22 (4) : 635-648.
10Sheth,J.N.,Newman, B.I., and Gross,B.L., 1991. Consumption Values and Market Choiee[M ]. Cincinnati,Ohio:South Western Publishing.
