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.