4Gronroos C. Service management and marketing: a customer relationship management approach (2^nd Edition) [ M ]. Chichester :John Wiley & Sons, Ltd., 2000.
7Leonard L B. Relationship marketing of services-perspectives from 1983 and 2000[J]. Journal of Relationship Marketing, 2002,1(1) :59 - 77.
8Gummesson E. Total relationship marketing : from 4Ps to 30Rs of the new marketing paradigm [ M ]. Oxford, Boston: Butterworth Heinemann,2002. 3 - 27.
9Hunt S D, Morgan R M. Relationship marketing in the era of network competition[ J ]. Marketing Managemet. 1995,3( 1 ) : 19 - 29.
10Tumbull P, Ford D, Cunningham M. Interaction, relationships and networks in business markets: an evolving respective[J]. Journal of Business & Industrial Marketing, 1996, 11 (3/4) :44 - 62.
