4Annika Ravald , Christian Gronroos. The Value Concept and Relationship Marketing[J]. European Journal of Marketing, 1996,30(2):19-30.
5AdrianPayne.服务营销[M].北京:中信出版社,2000..
6Evert Gummesson. Productivity, quality and relationship marketing in service operations[J]. International Journal of Contemporary Hospitality Management, 1998,10(1) :4-15.
7Morgan, Hunt. The commitment-trust theory of relationship marketing[J]. Journal of Marketing, 1994,58(3) :20-39.
8Christian Gronroos. From marketing mix to relationship marketing-towards a paradigm shift in marketing[J].Management Decision, 1997,35.
9Moorman, Christine, Deshpande, Zaltman. Factors Affecting Trust in Market Research relationships [J]. Journal of Marketing, 1993,57(1) :81-101.
10Christian Gronroos. Relationship Dialogue[M]. Marketing in a Global Economy Proceedings,2000.
