<p>1、Roos, Inger(1999), "<span>Switching Processes in Customer Relationships</span>" <em>Journal of service research</em>, 2(1),68-85</p><p>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"&nbsp; <em>Journal of service research</em>, 2(November), 200-218</p><p>3、Feldman, Jack M. and John G. Lynch(1988), "Self-generated validity and other effects of measurement on belief, attitude, intention, and behavior" <em>Journal of applied psychology</em>, 73(August), 421-435</p><p>请各位朋友帮忙，非常感谢！！！</p>

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