6Yi, Y., 1991, A critical review of customer satisfaction[C], In V. Zeithaml (Ed.) , Review of marketing, Chicago:American Marketing Association, 1991: 68-123.
7Anderson E. W., Fornell C., and Lehmann D. R.,Customer satisfaction, market share, and profitability: findings from Sweden [J] , Journal of Marketing 1994, 59: 53-66.
8Oliver B. L., A cognitive model of the antecedents and consequences of satisfaction decisions [J] , Journal of Marketing Research,1980, 17: 460-469.
9Fornell, C., A national customer satisfaction barometer.the Swedish experience [J] , Journal of Marketing 1992,56: 6-21.
10Fornell, C., and Johnson, M. D., Anderson, E. W., Cha,.J., and Bryant, B. E., The American customer satisfaction index:nature, propose and findings [J] , Journal of Marketing 1996, 60:7-18.
