A Dynamic Model of Customers' Usage of Services: Usage as an Antecedent and Consequence of Satisfaction
研究顾客服务使用与满意之间的动态关系，发现使用既是满意的前因也是后果，对服务企业理解顾客行为有参考价值。
Ruth N. Bolton, Katherine N. Lemon, A Dynamic Model of Customers' Usage of Services: Usage as an Antecedent and Consequence of Satisfaction, Journal of Marketing Research, Vol. 36, No. 2 (May, 1999), pp. 171-186