1[1]REICHHELD Frederick F,SASSER Earl W. Zero Defections:Quality Comes to Services[J]. Harvard Business Review, 1990,105- 111.
2[2]JONES Thomas O. SASSER W Earl Jr. Why Satisfied Customers Defect[J]. Harvard Business Review, 1999,73(6).
3[3]REICHHELD Frederick F. The Loyalty Effect-the Relationship Between Loyalty and Profits[J]. European Busi-ness Journal ,2000,12(3).
4[4]DWYER F Robert, SCHURR Paul H, OH Sejo. Developing Buyer-Seller Relations[J]. Journal of Marketing,1987,51(4).
5[5]RUSBULE Cary E. Commitment and satisfaction in Romantic Associations: A Test of the Investment Model[J].Journal of Experimental Social Psychology, 1980,16.
6[6]MORGAN Robert M, HUNT Shelly. The Commitment-Trust Theory of Relationship Marketing[J]. Journal ofMarketing, 1994,58 (7).
7[7]THIBAUT John W, KELLEY Harold H. The Social Psychology of Groups[M]. New York: John Wiley & Sons, 1959.
8[8]MOORMAN Christin,DESHPANDE Rohit,ZALTMAN Gerald. Factors Affecting Trust in Market Research Re-lationships [J]. Journal of Marketing, 1993,57 (1): 81 - 101.
9Paul Greenberg. Social CRMComes of Age, Sponsored by Oracal.
10Greanberg, P. The impack of CRM 2. 0 on customer insight [J]. The Jounal of Business and Industrial Marketing, 2010, 25(6), 410-419.