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Dwyer, P. (2007) Measuring the value of electronic word of mouth and its impact in consumer
communities. Journal of Interactive Marketing, 21, 2, pp. 63–79.

http://onlinelibrary.wiley.com/doi/10.1002/dir.20078/abstract


Holloway, B.B., Wang, S. & Parish, J.T. (2005) The role of cumulative online purchasing experience in service recovery management.
Journal of Interactive Marketing, 19, 3, pp.?54–66.


http://onlinelibrary.wiley.com/doi/10.1002/dir.20043/abstract

Yi, Y. & Gong, T. (2008) The electronic service quality model: the moderating effect of customer self-efficacy.
Psychology & Marketing, 25, 7, pp. 587–601.

http://onlinelibrary.wiley.com/doi/10.1002/mar.20226/abstract

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关键词：数据库 Interactive Communities electronic Psychology 链接 文献

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