3Crosby,L.A,Evans,K.R.&Cowles,D.Relationship quality in servicesselling:an interpersonal influenceperspective[J].1990.2.
4Blackwell,Szeinbach,Barnes,Gar-ner,Bush.The Antecedents of Cus-tomer Loyalty[J].1999.5.
5Morgan R M,Hunt S D.The commitment-trust theory of relationship marketing[J].Journal of marketing,1994,58(3).
6Sharma N,Patterson P G.Switching costs,alternative attractiveness and experience as moderators of relationship commitment in professional,consumer services[J].International journal of service industry management,2000,11(5):470-490.
7Lee J,Lee J,Feick L.The impact of switching costs on the customer satisfaction-loyalty link:mobile phone service in France[J].Journal of services marketing,2001,15(1):35-48.
