1[1]Berry Leonard L. On Great Service. New York, NY: The Free Press. 1995.
2[2]Berry Leonard L. Discovering the Soul of Service. New York,NY: The Free Press.1999.
3[3]Bowen David E., Gilland Stephen W., and Folger Robert. HRM and Service Fairness: How Being Fair With Employees Spills over to Customers. Organization Dynamics, Winter 1999. 7 ～ 24.
4[4]Michael A. Collough, Leonard L. Berry, and Manjit S. Yaday. An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery. Journal of Service Research, Fall 2000. 121 ～ 137.
5[5]Jacob Cohen, and Patricia Cohen. Applied Multiple Regression/Correlation Analysis for the Behavioral Sciences. Hillsdale, NJ:Lawrence Erlbaum. 1983.
6[6]Cronin J. Joseph, Jr., Brady Michael K., and Hult G. Tomas M.. Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments. Journal of Retai ling, Summer 2000. 193 ～ 218.
7[7]Gilliland Stephen W. The Perceived Fairness of Selection Systems: An Organization Justice Perspective. Academy of Management Review, October 1993. 694 ～ 734.
8[8]Goodwin Cathy and Ross Ivan. Consumer Responses to Service Failures: Influence of Procedural and Inte ractional Fairness Perceptions. Journal of Business Research, September 1992.149～ 163.
9[9]McCollough Michael A, Berry Leonard L, Yadav Manjit S. An Empirical Investigation of Customer Sa tisfaction after Service Failure and Recov ery. Journal of Service Research, Nov 2000.121 ～ 137.
10[10]Seiders Kathleen, and Berry Leonard L. Service Fairness:What it is and Why it Matters. The Aca demy of Management Executive, May 1998. 8～20.
