4Bell,C.R., and Zemke,R.E., “Service Breakdown: The Road to Recovery”, Management Review, Vol.76,No. 10,1987,pp.32-35.
5GrO nroos,C.,"Strategic Management and Marketing in the Serice Sector", Boston: Marketing Science Institute, 1983,pp. 13.
6Hart,C.W.L.,Heskett,J.L., and Sasser, W.E., "The Profitable Art of Service Recovery", Harvard Business Review,Vol.68,N0.4,1990,pp. 148-156.
7Zemke,R.E., and Bell,C.R., “Service Recovery: Doing Right in Second Time”, Training, Vol.27, No.6,1990,pp.42-48.
8Goodwin,C., and I.Ross, “Consumer Responses to Service Failure: Influence of Procedural and Interactional Fairness Perception ”, Journal of Business Research,1992,25(1),pp.149-163.
9Kelly,S.W.,and Hoffman,K.D., and Davis,M.A., "A Typology of Retail Failures and Recovery",Journal of Retailing,Vol.69,No.4,1993,pp.429-452.
10Kelly,S.W., and Davis,M.A., "Antecedents to Consumer Expectations for Service Recovery", Journal of Academy of Marketing Science,Vol.22,No.1,1994, pp.52-61.
