5Aaker, D. A.. Strategic Market Management [M].New York: John Wiley and Sons, 1984.
6Raj and S.P.. Striking A Balance Between Brand "popularity" and Brand loyalty[J]Joumal of Marketing, 1985, 49(1): 53-59.
7Reichheld, F., Sasser, W.. Zero Defects: Quality Comes to Services[J]. Harvard Business Review, 1990, (9-10): 105-111.
8Fornell, C.. A National Customer Satisfaction Barometer the Swedish Experience[J]. Journal of Marketing, 1992, (56): 6-21.
9Tranberg, H., Hansen, F .. Patterns of Brand Loyalty: Their Determinants and Their role for leading Brands [J]. European Journal of Marketing, 1986, 20 (3) : 81-109.
10Day, G. S.. A Two-Dimension Concept of Brand Loyalty[J].Joumal of Advertising Research,1969,9(3):29-35.