5BUDMAN M. Why are so many web site so bad? [J]. Across the Board, 1998,35 (9):29-34.
6CAMERON M. Content that works on the web [J]. Target Marketing, 1999,1 ( 11 ):22-55.
7CAMERON M. Content that works on the web [J]. Target Marketing, 1999,22( 11 ):58-87.
8KAHN B E. Dynamic relationships with customers: high-variety strategies [J]. Journal of the Academy of Marketing Science, 1998,26( 1 ):45-53.
9POLERETZKY Z. The call center and e-commerce convergence [J]. Call Center Solutions, 1999(7):76.
10SRINIVASAN S S, ANDERSON R, PONNAVOLU K. Customer loyalty in e-commerce: an exploration of its antecedents and consequences [J]. Journal of Retailing,2002,78( 1 ):41-50.