2Zhe Qu,Youwei Wang, Shan Wang,Yanhui Zhang.Implica- tions of Online Social Activities for E-railers'Business Perfor- mance[J].European Journal of Marketing,2013,47(08).
3James H.Gilmore,B.Josesh Pine II.Customer experience p races:the new offering frontier[J].Strategy & Leadership,2002,30 (04):4-11.
4Maryam Eskafi,Seyyed hossein hosseini,Atefe Moham- madzadeh Yazd.The Value of Telecom Subscribers and Customer Relationship Management[J].Business Process Management Jour- nal,2013,19 (04).
5Dongdong Cai,Tianrui Zhang,Xiao Wang, Research of After- sales Service Management System[C]J, r2012 International Contr- ence on System Science and Enginee6ng,Dalian,Chna:2012: 582-587.