To begin with, the mathematical model about relations among customer loyalty, trust and value etc. in service industry is drawn forth (Deepak Sirdeshmukh, Jagdip Singh and Barry Sabol, 2002).

• 本文首先引出Deepak Sirdeshmukh，Jagdip Singh和Barry Sabol等学者提出的，针对服务行业的，关于顾客信任、顾客价值和顾客忠诚等要素之间关系的数学模型(顾客忠诚模型)。