2Reichheld, F.F.. Loyalty-Based Management. Harvard Business Review, 1993, 71(2): 64-73.
3Heskett, J.L., T.O.Jones, G.W.Loveman, W E.Jr.Sasser and L.A.Schlesinger. Putting the Service Profit Chain to Work. Harvard Business Review, 1994, 72(2): 164-174.
4Bohon,R.N.J.H.Drew. A Multistage Model of Customers' Assessments of Service Quality and Value. Journal of Consumer Research,1995, 17(4): 375-384.
7Roehling M. The Origins and Early Development of the Psychological Contract Construct[J] . Academy of Management, 1996, 52(6): 327-350.
8Grnen T W. The Outcome Set of Relationship Marketing in Consumer Markets[J] . International Business Review, 1995, 4(4): 447- 469.
9Argyris C. Understanding Organizational Behavior [ M ] . Homewood: Dorsey Press, 1960.
10Guest D E. On Meaning, Metaphor and the Psychologi- cal Contract: A Response to Rousseau[J] . Journal of Organiza- tional Behavior, 1998, (19): 673-677.
