一、中文部分
李章偉 (2000)，「資料庫行銷之顧客價值分析：以3C流通業為例」，國立臺灣大學國際企業學研究所碩士論文。
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郭有志 (2012)，「以服務行銷引導企業永續經營之研究-台灣某C個案公司為例」，國立中興大學高階經理人碩士在職專班論文，頁45-54。
張君薇 (2002)，「資料庫行銷之顧客終身價值預測模式」，國立台灣大學國際企業學研究所碩士論文，頁10-26。
荒川圭基著，吳國禎譯，「行銷管理電腦化之戰略與戰術」，台北：經濟部國際貿易局，1991年。
黃峰蕙，洪瓈珍，陳秋蓉 (2011)，「服務對象對於涉入、滿意度與忠誠度之間關係的影響」，商業現代化學刊，Vol.16，No.1, 頁125-148。 劉文良 (2011)，顧客關係管理：新時代的決勝關鍵(第二版)，2011/01/10，碁峰出版社，頁36-95。
劉宗其，吳立偉 (2008)，「關係品質與顧客購買行為:決策不確定性的干擾及中介雙重角色」，中山管理評論，2008年三月號，第十六卷第一期，頁149-174。劉祥熹，涂登才，羅建昇 (2010)，「從關係價值與關係品質觀點探討品牌形象對消費者滿意度與忠誠度之影響－臺灣筆記型電腦產業為例」，管理學報，27 卷3期，頁225-245。陳曉開 (2000), 整理自麥肯錫公司(McKinsey & Company,Inc.)董事John Ott於台灣第一屆「顧客關係管理」研討會之專題演講，成功地發展及執行持續性的關係行銷，電子化企業：經理人報告，第3期。
蔡智安 (2005)，「資料庫行銷之顧客價值分析- 以加油行為例」，國立台灣大學國際企業學研究所碩士論文，頁12-25。
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