4Chevalier, J and Mayzlin, D. The Effect of Word of Mouth on Sales:Online Book Reviews [ J ]. Journal of Marketing Research ,2006,43 ( 3 ) : 345 - 354.
5Don Peppers and Martha Rogers. Enterprise One to One[ M]. New York :Broadway Business,1999.
6Griffin, J.. Customer Loyalty : How to Earn it, How to Keep it [ M ]. New York : Lexington Books, 1995.
7Kamakura, Wagner A, Michel Wedel, Femando de Rosa and Jose A. Mazzon. Cross-selling through Database Marketing:A Mixed Data Factor Analyzer for Data Augmentation and Prediction [ J ]. International Journal of Research in Marketing,2003,20:45 - 65.
8Katz, E. and P. F. Lazarsfeld. Personal Influence:The Part Played by People in the Flow of Mass Communication [ M ]. Glencoe, IL: Free Press, 1995.
9Reichheld, F. F. and T. Teal. The Loyalty Effect:the Hidden Force Behind Growth, Profits, and Lasting Value [ M ]. Boston, Massachusetts : Harvard Business School Press, 1996.
10Shibo Li, Baohong Sun, and Ronald T. Wilcox. Cross-Selling Sequentially Ordered Products:An Application to Consumer Banking Services [ J ]. Journal of Marketing Research,2002,42 (2) : 233 - 239.
