3Zablah, Alex R,Danny N Beuenger, and Wesley, J. Customer relationship management:An explication of its domain and avenues for further inquiry[M]. Berlin: Freie Universitat Berlin, 2003 : 115-124.
4Adrian Payne, and Pennie Frow. Customer relationship management: From strategy to implementation[J].Journal of Marketing Management, 2006,22 : 135-168.
5William Boulding, Richard Staelin, Michael Ehret, et al. A customer relationship management roadmap.. What is known, potential pitfalls,and where to go[J]. Journal of Marketing,2005,69(Oct. ) : 155-166.
6Adrian Payne, and Pennie Frow. A strategic framework for customer relationship management[J]. Journal of Marketing, 2005, 69 (Oct.) : 167-176.
7Kale, Sudhir H. CRM failure and the seven deadly sins[J]. Marketing Management, 2004,13 (Sep. -Oct. ) :42-46.
8Fornell, Claes, Johnson, Michael, and Anderson, Eugene W. The American customer satisfaction index: Nature, purpose and findings [J].Journal of Marketing, 1996,60 (5):7- 18.
9Raji Srinivasan, and Christine Moorman. Strategic firm commitments and rewards for customer relationship management in online retailing[J]. Journal of Marketing,2005,69(Oct. ):193-200.
10Jayaehandran, Satish,Subhash Sharma, Peter Kaufman, et al. The role of relational information processes and technology use in customer relationship management[J]. Journal of Marketing, 2005,69 (Oct.) : 177- 192.