1Smith,A.K.,& Bolton,R.N.(1998).An experimental investigation of customer reactions to service failure and recovery encounters:Paradox of peril Journal of Services Research,1 (1),65-81.
2McCollough,MA,Berry,LL and Yadav,MS,(2000).An Empirical Investigation of Customer Satisfaction After Service Failure and Recovery,Journal of Service Research,3,(2),121-137.
3Tax,S.S.,Brown,S.W.,& Chandrashekaran,M.(1998).Customer evaluations of service complaint experiences:Implications for relationship marketing,Journal of Marketing,60(2),60-76.
4Oh,H.(2003).Reexamining recovery paradox effects and impact of service failure and recovery Journal of Hospitality & Tourism Research,27(4),402-418.
1Zeithaml V Bitner M.Services Marketing[M].北京:机械工业出版社,1998.147.
2詹姆斯·赫斯克特等 牛海鹏(译).服务利润链[M].北京:华夏出版社,2001..
3[1]V. A. Zeithaml, L. L. Berry,and A. Parasuraman. Communication and Control Processes in the Delivery of Service Quality [J]. Journal of Markeing, 1988, (52): 36-58.
4[2]W. L. Hart,J. L. Heskett,and W. E. Sasser,The Profitable Art of Service Recovery[J]. Harvard Business Review, 1990,68(4):148-156.
5[3]C. Goodwin, and I. Ross. Consumer Responses to Service Failures: Influence of Procedural and Interactional Fairness Perception[J]. Journal of Business Research, 1992, (25): 149-163.
6[4]C. Webster,and D. S. Sundaram. Service Consumption Criticality in Failure Rocovery[J]. Journal of Business Research ,1998,41:153-159.
7[5]Maxham James G.. Service Recovery' s Influence on Consumer Satisfaction,Positive Word-of-mouth, and Purchase Intentions[J]. Journal of Business Research,2001,54(1): 11-24.
1Katherine E. Harris,Dhruv Grewal,Lois A. Mohr,Kenneth L. Bernhardt.Consumer responses to service recovery strategies: The moderating role of online versus offline environment[J].Journal of Business Research.2005(4)
2Valarie A. Zeithaml,Leonard L. Berry Ph.D.,A. Parasuraman D.B.A.The nature and determinants of customer expectations of service[J].Journal of the Academy of Marketing Science.1993(1)