[18]Gillespie,A。,krishan,M。,Oliver,C。,Olsen,K。,Thiel,M。(1999)。 Online Behavior: Stickiness [EB/OL]。 http://ecommerce。Vanderbilt。edu/Student。

[19]Srinivasan & S。S。 Customer Loyalty in E-commerce: an Exploration of its Antecedents and Consequences[J]。 Journal of Retailing。2002。

[20]Reichheld FF,and Sasser,WE。Zero Defection。 quality come to service。 Haverd Business Review,1990,68(5):105-111。

[21]Shergill,GS。,Li,B。& Mgt,M。 Internet banking-all empirical investigation of a trust and loyalty model for New Zealand Banks[EB/OL]。

http://commerce。massey。ac。nz/research_outputs%5C2004/2004-24。pdf

[22]Christine Tam Tsui Wa。 An Integrated Online Customer Loyalty Model[D]。 Master Degree Thesis in The Hong Kong Polytechnic University。2003。