5Stephen S. Tax, Stephen W. Brown. al. et.Customer Evaluations of Service Complaint Experiences:Implications for Relationship Marketing.Journal of Marketing, 1998,(62):60-76.
6Tjeffrey G. Blodgett,Donna J. Hill,Stephen S. Tax. The Effects of Distributive,Procedural,and Interactional Justice on Postcomplaint Behavior.Journal of Retailing, 1997,73(2):185-210.
7Michael A McCollough,Leonard L Berry. An empirical investigation of customer satisfaction after service failure and recovery. Journal of Service Research, 2000, 3 ( 2 ) : 121-138.
8Amy K Smith,Ruth N Bolton, Janet Wagner.A model of customer satisfaction with service encounters involving failure and Recovery. Journal of Marketing Research, 1999, 36 (3) : 356-373.