1、Roos, Inger(1999), "Switching Processes in Customer Relationships" Journal of service research, 2(1),68-85

2、Bansal, Harvir S. and Shirley F. Taylor(1999), "The service provider switching model(SPSM): a model of consumer switching behavior in the services industry"  Journal of service research, 2(November), 200-218

3、Feldman, Jack M. and John G. Lynch(1988), "Self-generated validity and other effects of measurement on belief, attitude, intention, and behavior" Journal of applied psychology, 73(August), 421-435

请各位朋友帮忙，非常感谢！！！

[此贴子已经被作者于2008-9-8 8:12:56编辑过]