3PATRICIA Seybold, RONNI T Marshak, JEFFREY M Lewis. The customer revolution: how to thrive when customers are in control [ J ]. Journal of Consumer Marketing, 2002,19 (5) :439 - 441.
4GEBERT Henning, GEIB Malte, KOBLE Lutz. Knowledge-enabled customer relationship manage- ment [J]. Journal of Knowledge Management, 2003,7(5) :107 - 123.
5HAUSER J R, CLAUSINGD. The house of quality [ J ]. Harvard Business Review, 1988,66 ( 3 ) :63 - 73.