|  Reichheld F F, Teal T. The loyalty effect: The hidden force behind growth, profits, and lasting value [M].Boston: Harvard Business School Press, 1996. Oliver R. Satisfaction: a behavioral perspective of the consumer [M].New York: McGraw-Hill, 1997. Oliver R L. Whence consumerloyalty? [J]. Journal of Marketing, 1999, 63(Special Issue): 33-44. Reichheld F F, Schefter P. E-loyalty: Yoursecret weapon on the web [J]. Harvard Business Review, 2000, 78(4): 105-113. Thornton J, Marche S. Sorting through the dot bomb rubble: how did the high-profilee-tailers fail [J]? International Journal of Information Management, 2003, 23(2): 121-138. Heim G R, Kingshuk S K. Operational drivers of customer loyalty in electronic retailing: An empirical analysis of electronic food retailers [J]. Manufacturing & Service Operations Management, 2001, 3(3): 264-271. Srini S S,Rolph A, Kishore P. Customer loyalty in e-commerce: An exploration of its antecedents and consequences [J]. Journal of Retailing, 2002, 78(1): 41-50. Luarn P, Lin H H. A customer loyalty model for e-service context [J] Journal of Electronic Commerce Research, 2003,4(4): 156-163. 姚公安,覃正.消费者对电子商务企业信任保持过程中体验的影响研究[J].南开管理评论, 2010, 13(1): 99-107. 卞文良,鞠颂东,徐杰,等.在线B2C顾客物流服务感知及相关因素的实证研究[J].管理工程学报, 2011, 25(2): 14-20. 李先国,段祥昆.转换成本,顾客满意与顾客忠诚:基于移动通信客户行为的研究[J].中国软科学, 2011,(4): 154-160. Reichheld F F. Learning from customer defections:The customers you lose hold the information you need to succeed [J]. Harvard Business Review, 1996, 74(2): 61-70. Kim D J,Yong S I, Braynov S B, et al. A multidimensional trust formation model in B-to-C e-commerce: A conceptual framework and content analyses of academia/practitioner perspectives [J]. Decision Support Systems, 2005, 40(2): 143-165. Ganesan S. Determinants of long-term orientation in buyer-seller relationships [J].The Journal of Marketing, 1994, 58(2): 1-19. Koufaris M, William H S. The development of initial trust in an online company by new customers [J]. Information & Management, 2004, 41(3): 377-397. Flavian C, Guinaliu M, Gurrea R. The role played by perceived usability, satisfaction and consumer trust on website loyalty [J]. Information & Management, 2006, 43(1): 1-14. Szymanski D M, Hise R T. E-satisfaction: An initial examination [J]. Journal of Retailing, 2000, 76(3): 309-322. Namjae C, Sanghyuk P. Development of electronic commerce user-consumer satisfaction index (ECUSI) for Internet shopping [J] Industrial Management & Data Systems, 2001, 101(8): 400-406. McKinney V, Yoon K, Zahedi F M. The measurement of web customer satisfaction: An expectation and disconfirmation approach [J]. Information Systems Research, 2002, 13(3): 296-315. Mentzer J T, Flint D J, Kent J L. Logistics service quality as a segment-customized process [J]. Journal of Marketing, 2001, 65(4): 82-104. Cho J K J. Firm performance in the e-commerce market: The role of logistics capabilities and logistics outsourcing. University of Arkansas Fayetteville: Doctoral Dissertation, 2001. Oliver R L. A cognitive model of the antecedents and consequences of satisfaction decision [J]. Journal of Marketing Research, 1980, 17(Nov): 460-469. Luarn P, Lin H S. A customer loyalty model for e-service context [J]. Journal of Electronic Commerce Research, 2003,4(4): 156-163. 菲利普·科特勒,凯文·莱恩,卢泰宏.营销管理[M].卢泰宏,高辉,译.北京:中国人民大学出版社, 2009. Fornell C. A national customer satisfaction barometer: The Swedish experience [J]. Journal of Marketing, 1992, 56(1): 6-21. Lee J, Feick L. The impact of switching costs on the customer satisfaction loyalty link: Mobile phone service in France [J]. The Journal of Services Marketing, 2001, 15(1): 35-48. Pavlou P A, Fygenson M. Understanding and predicting electronic commerce adoption: An extension of the theory of planned behavior [J]. MIS Quarterly, 2006, 30(1): 115-143. Kim D J, Ferrin D L, Rao H R. A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk, and their antecedents [J]. Decision Support Systems, 2008, 44(2): 544-564. Zeithaml V A, Parasuraman A, Malhotra A. Service quality delivery through web sites: A critical review of extant knowledge [J]. Journal of theAcademy of Marketing Science, 2002, 30(4): 362-375. Rabinovich E,Knemeyer M A,Mayer M C.Why do Internet commerce firms incorporate logistics service providers in their distribution channel? The role of transaction costs and network strength[J].Journal of Operations Management,2007,25(3):661-681. Burnham A T,Frels K J,Mahajan V.Consumer switching costs:a typology,antecedents,and consequences[J].Journal of the Academy of Marketing Science,2003,31(2):109-126.