8REICHHELD F F, SCHEFTER P. E. Loyalty: Your Secret Weapon on the Web [ J ]. Harvard Business Review, 2000, (7 -8) :105 - 113.
9VARKI S, MARK C. The Role of Price Perception in an In- tegrated Model of Behavioral Intention[ J]. Journal of Serv- ice Research,2001 ,(2) :232 -240.