6OLIVER R L. Whence Consumer Loyalty? [J]. Journal of Marketing, 1999, 63(4) : 33-44.
7REICHHELD D F F, SCHEFTER P. E-loyalty your secret weapon on the web [J]. Harvard Business Review, 200(7) : 105-113.
8SHUN Y L, VENKATESH SHANKAR M, KRISHNA E, et al. Customer value, satisfaction, loyalty, and switching costs: an illustration from a business-to-business service context [ J ]. Journal of the Academy of Marketing Science, 2004, 32(2) : 293-311.
