6Christian Homburg, Annette Giering. Personal Charac-teristics as Moderaters of the Relationshhip between Customer Satisfaction and Loyalty An Empirical Analysis [J]. Psychology & Marketing, 2001,18(1):43-66.
7Yi Y.A Critical Review of Customer Satisfaction [C]//V A Zeithaml. Review of Marketing. Chicago: AMA, 1990,68-123.
8Tse D A, P C Wilton. Models of Consumer Satisfaction Formation : An Extension [J].Journal of Marketing, 1988,25(2):204-212.
9Howard J A, J N Sheth. The Theory of Buyer Behavior [M]. New York : Wiley, 1969.
10Olshavsky, Miller. Consumer Expectations, Product Performance, and Perceived Product Quality [J].Journal of Marketing Research, 1972,9(1):19-21.