6JIAO J, TSENG M. Understanding product family for mass customization by developing commonality indices[J]. Journal of Engineering Design, 2000,11 (3): 225 - 243.
7HACKL P, SCHARITZER D, ZUBA R. Customer satisfaction in the Austrian food retail market[J]. Total Quality Management, 2000, 11(7): 999-1115.
8ANDERSON E, FORNELL C. Foundations of the american customer satisfaction index[J]. Total Quality Management,2000, 11(7): 869-882.
9KONDO Y. Customer satisfaction: how can I measure it[J].Total Quality Management, 2001,12(7): 867- 872.
10EDVARDSSON B, JOHNSON M, GUSTAFSSON A. The effects of satisfaction and loyalty on profits and growth: products versus services[J]. Total Quality Management,2000, 11(7) :918-928.
