6Thornton J, Marche S. Sorting through the dot rubble: How did the high-profile e-tailers fail[J]. International Journal of Information Management, 2003, 23(2): 121-138.
7Parasuraman A V, Zeithainl A, Berry L L. Five imperatives for improving service quality[J]. Sloan Management Review, 1990, 31(4): 29-38.
8Katz M J. Avoiding pittalls in the transition to e-commerce[J]. Consulting to Management, 2001, 12(4): 348.
9Holloway B B, Beatty S E. Service failure in online retailing: A recovery opportunity[J]. Journal of Service Research, 2003, 6(1): 92-105.
10Zeithaml V A, Parasuraman A, Malhotra A. Service quality delivery through web sites: A critical review of extant knowledge[J]. Academy of Marketing Science, 2002, 30(4): 362-375.
