1Gans, N. Customer Loyalty and Supplier Quality Competition, Management Science, 48, 202- 221,2002.
2Lieberman, H. and Fry, C. Will Software Ever Work?, Communications of the ACM, March 2001.
3Dyche, J., The CRM Handbook: A Business Guide to Customer Relationship Management, Addison-Wesley, Reading, MA, 2001.
4Lieberman, H. and E. Wagner, Doing Stuff on the Web: Tracking the Structure of Browsing Actions,submitted to CHI 2003.
5Peter J P ; Olson, J C . Consumer Behavior and Marketing Strategy (Fourth Edition)[M], Mcgraw-Hill Book Co. 1996:117.
6Fishbein, M ; Ajzen, M . Belief, Attitude, Intention and Behavior:An Introduction to Theory and Research. Reading, MA: Addison-Wesley.
7Fishbein, M ; Manfredo, M J . A Theory of Behavior Change in Influencing Human Behavior: Theory and Applications in Recreatin, Tourism and Nature Resources Management, M. J Manfredo,Ed., 1992: 29-50.
8Nyer, P . Cathartic Complaining as a Means of Reducing Consumer Dissatisfaction[J]. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 1999, 12: 15-25.
9Zeithaml, V.A., Berry, L.; Parasuraman, A.. The Behavioral Consequences of Service Quality[J]. Journal of Marketing, 1996, 60:31-46.
10Backman, S J ; J L Crompton. The Usefulness of Selected Variables for Predicting Activity Loyahy[J]. Lersure Sciences, 1991,13: 205-220.
