3Cronin J Joseph, Michael A Brady, Tomas M Hult. Assessing the Effects of Quality , Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments [ J ]. Journal of Retailing,2000,76(2) :193 - 218.
4Bloemer Josee, de Ruyter Ko, Pascal Peeters. Investigating Drivers of Bank Loyalty: The Complex Relationship between Image, Service Quality and Satisfaction [ J]. International Journal of Bank Marketing, 1998,36 (6/7) : 276 - 286.
5Parasuraman A, Zeithaml V A, Berry L L. Understanding Customer Expectations of Service [ J ]. Sloan Management Review, 1996,32 (2) :39 - 48.
6De Ruyter Ko, Bloemer Josee. Customer Loyalty in Extended Service Settings: The Interaction between Satisfaction, Value Anainment and Positive Mood [ J ]. International Journal of Service Industry Management, 1999,10(3) :320 - 336.
7Gremler DwayneParasuraman AD, Stephen W Brown, Mary Jo Bitner,Customer Loyalty and Satisfaction: What Resonates in Service Contexts? [J].Paper Submitted to Journal of Marketing ,2001,10(3) :261 - 282.
3ZEITHAML V A. Consumer perception of price, quality and value: ameans - end model and synthesis of evi- dence [ J ]. Journal of Marketing, 1988 (7) :2 - 22.
4MULHERN F J. Customer profitability analysis:meas- urement, concertration, and research directions [ J ]. Journal of Interactive Marketing, 1999 ( 1 ) :25 - 40.
5PARASURAMAN A,ZEITHAML V A, BERRY L L A. Conceptual model of service quality and its implica- tions for future research [ J ]. Journal of Marketing, 1985( 1 ) :41 -50.
6PARASURAMAN A ,ZEITHAML V A, BERRY L L A. SERVQUAL:a multiple -item scale formeasuring customer perceptions ofservice quality [ J ]. Journal of Retailing, 1988 ( 1 ) :64 - 65.
7BERGER P D, NASR N I. Customer lifetime value: marketing models and applications [ J ]. Journal of Interactive Marketing, 1998( 1 ) : 17 - 30.
