5Jyh-Shen Chiou,The antecedents of consumers' Ioyalty toward Internet Service Providers[J].Information & Management,2004,41:685-695.
6Amit Bhatnagar,Sanjoy Ghose.Segmenting consumers based on the benefits and risks of Internet shopping[J].Journal of Business Research,2004,(57):1352-1360.
7Cumby,J.A.,& Barnes,J.G.How customers are made to feel:The role of affective reactions in driving customer satisfaction.Customer Relationship Management,1998,1(1),54-63.
8Richard L Oliver.Whence Consumer Loyalty.Journal of Marketing,1999,63,33-44.
9Blomqvist R.,et al.(2nd ed.).Relationsmarknadsf?ring:Vinnande strategiienny ekonomi G?teborg:IHM F(o)rlag,2000.
10Shiang-Lih Chen,John T.Bowen.An Investigation of Trends in Customer Loyalty Research.WHATT Journal,2001,2,145-160.
