4Robert A Schultheis Mary Summer.Management Information Systems.FOURTH EDITION[M].北京:机械工业出版社,McGraw-Hill,1998-12..
5Group G. Strategic planning[ R]. Research Note, 2001 : 1 -3.
6Romano N C. Customer relations management in information systems research [ C]. Proceedings of the America' s Conference on Information Systems (AIS 2000) [C]. Long beach, California, USA , 2000:811 -819.
7Kalakota R, Whinston A B. Frontiers of electronic commerce [ M]. Massachusetts: Addison Wesley, 1996.
8Osterle H, Muther A. Electronic customer care - Neue Wege zum Kunden [J]. Wirtschafts info rmatik,1998, 40 (2) : 105 - 113.
9Sehulze J , Bach V , Osterle H. Customer relationship management: konzept, potentiale und methodischeeinfuhrung [A]. HMD37[C]. 2000: 2-18.
10Johansson W C, Ba S, Chase R B. Virtual customer satisfaction : a service management perspective [ A ]. Proceedings of the America' s Conference on Information Systems(AIS 2001 ) [C]. Longbeach,Califomia,USA,2001 : 857 - 866.
