5Michael A. McCollough, Leonard L. Berry and Manjit S. Yadav,2000, An empirical investigation of customer satisfaction after service failure and recovery, Journal of Service Research, November, p121.
6Anna S. Mattila, 2001, The effectiveness of service recovery in a multi-industry setting, Journal of Services Marketing, Vo1.15.No.7. pp.583-596.
7Stefan Michel, 2001, Analyzing service failure and recoveries: a Process Approach, International Journal of Service Industry Management,Vol.12 No.l, pp.20-33.