6Fomell Claes. A National Customer satisfaction barometer: The Swedish experience[J].Joumal of Marketing, 1992,56:6-21.
7Fomell C, Johnson M D, Aderson E W, et al. The American customer satisfaction index:Nature, purpose, and findings[J]. Journal of Marketing, 1996,60: 7-18.
8Johnson M D, Gustafsson A, Andreasson T W, et al. The evolution and future of national customer satisfaction index models[J].Journal of Economic Psychology,2001,22:217-245.
9Steenkamp J E M, Van Trijp H C M. The Use of LISREL in Validating Marketing Constructs[J].Intemational Journal of Research in Marketing,1991,8(4):283-299.