5W. L. Hart, J. L. Heskett, and W. E. Sasser. The Profitable Art of Service Recovery[J]. Haraved Business Review,1990, (4): 148 - 156.
6Bendall - Lyon D., Powers T.L. The Role Complaint Management in the Service Recovery Process[J]. Joint Commission Journal on Quality Improvement,2001, (5) :278 - 286.