3Hart C., Heskett J. L, Sasser W. E. The Profitable Art of Service Recovery [ J ] . Harvard Business Review, 1990,68(4): 148-156.
4Richard A. Spreng, Gilbert D. Harrell, Robert D.Mackoy. Service Recovery: Impact on Satisfaction and Intentions [ J ] . Journal of Services Marketing, 1995,9(1): 15-23.
5Janis L. Miller, Christopher W. Craighead, Kirk R.Karwan. Service Recovery: A Framework and Empirical Investigation [ J ] . Journal of Operations Management, 1997,(18): 387-400.
6Stephen W. Brown, Deborah L. Cowles, Tracy L. Tuten. Service Recovery:Its Value and Limitations as a Retail Strategy [ J ] . International Journal of Service Industry Management, 1996,7(5): 32-46.
7Christo Boshoff. An Experimental Study of Service Recovery Options [ J ]. International Journal of Service Industry Management, 1997,8(2): 110-130.
8Zemke R., Bell C. Service Recovery: Doing Right the Second Time [ J ]. Training, 1990,27 (6): 42-48.
9Zeithame. V. A, Berry. L. L and Parasuraman. A,Communication and control processes in the delivery of service quality. Journal of Marketing. Vol 52 1988, p36 - p42.
10Valarie A. Zeithand, Marry Jo Bitner, Services Marketing: Integrating Customer Focus Across the Firm, 2nd ed.Copyright by the McGraw - Hill Education, 2000.
5San Francisco Public Library Technology and Privacy Advisory Committee.Radio Frequency Identification and the San Francisco Public Library.[2007-01-26].http:Hwww.sfpl.org/ librarylocations/libtechcomm/RFID-and-SFPL-summary- report-oct2005.pdf.
6Jay S, Navjit B, Carmen F. The state of RFID applications in libraries. Information Technology and Libraries, 2006,25(1): 24-32.
