2Kevin P. Gwinner,Dwayne D. Gremler,Mary Jo Bitner. Relational benefits in services industries: The customer’s perspective[J] 1998,Journal of the Academy of Marketing Science(2):101~114
5Berry. Relationship Marketing of Services: Growing Interest,Emering Perspectives. Journal of the Academy of Marketing Science, 1995, 23(Fall): 236-245.
6Sheth, Jagdish N, Atul Parvativar. Relationship Marketing in Consumer Markets: Antecedents and Consequences. Journal of the Academy of Marketing Science, 1995, 23(Fall): 255-271.
7Binter, Mary Jo. Building Service Relationships: It's All about Promises. Journal of the Academy of Marketing Science, 1995,23(Fall): 246-251.
8Bendapudi, Neeli, Leonard L. Berry. Customers' Motivations for Maintaining Relationships with Service Providers. Journal of Retailing, 1997, 73(Spring): 15-37.
9Zeithaml, Valarie A.. How Consumen Evaluation Processes Differ between Goods and Services, in Marketing of Services. Eds James H. Donnelly and William R. George. Chicago: American Marketing Association, 1997, 186-190.
10Kevin P Gwinner, Dwayne D Gremler, Mary Jo Bitner. Relational Benefits in Services Industries: The Customer's Perspective.Journal of the Academy of Marketing Science: Spring, 1998, 26(2): 101.