4L. Dube and M. Maute, "The antecedents of brand switching, brand loyalty and verbal responses to service failures" , Advances in Services Marketing and Management, Volume 5.1996. pp. 127- 151.
5Stauss, Bernd, "Global World of Mouth,"Marketing Management, 6 (Fall). 1997.p29.
6M. A McCoUough and S. G. Bharadwaj, "The recovery paradox.. An examination of consumer satisfaction in relation to disconfirmation, service quality,and attribution-based theories" Marketing Theory and Application, 55(4). 1992.pp. 102- 107.
7Mary Jo Bitner, Stephen W. Brown and Matt L. Meuter , "Technology Infusion in Service Encounters" , Journal of Academy of Marketing Science, 28(1).2000.pp. 138- 149.
8Chip R. Bell and Ron E. Zemke,"Service Breakdown: The Road to Recovery" , Management Review, October. 1987. pp. 32-35.
9Janis L. Miller, Christopher W. Craighead and Kirk R. Karwan, "Service Recovery. A Framework and Empirical Investigation" , Journal of Operations Management, 18.2000.P395.