基于顾客价值的服务战略特征分析(4)
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导读：[10]Jones Thomas O.Jones andW.Earl Sasser,Jr,1995,"WhySatisfied Customers Defect",Harvard Business Review,November-December,89-99. [11]Ravald and Gronroos.TheValueConcept and RelationshipMarketing.Eur
[10]Jones Thomas O.Jones andW.Earl Sasser,Jr,1995,"WhySatisfied Customers Defect",Harvard Business Review,November-December,89-99.
[11]Ravald and Gronroos.TheValueConcept and RelationshipMarketing.European Journal of Mar-keting,1996,(30).
[12]Zaithaml,Valerie:ConsumerPerceptions of Price,Quality,and Va-lue:A Means-End Model and Synth-esis of Evidence.Journal of Marketing52(July),2-22(1988).
