3CLAY M. VOORHEES, MICHAEL K. BRADY. A Service Perspective on the Drivers of Complaint Intentions[J]. Journal of Service Research, 2005, 8(2): 192-204.
4JEAN-CHARLES CHEBAT, MOSHE DAVIDOW, ISABELLE CODJOVI. Silent Voices-Why Some Dissatisfied Consumers Fail to Complain [J].Journal of Service Research, 2005,7(4):328-342.
5SANDELANDS, ERIC. Making Complaints Pay [J]. Management Decision, 1994, 32(5):55-56.
6约翰.E.G贝特森,K道格拉斯.霍夫曼.服务营销管理[M].北京:中信出版社.2004.350.
7MOSHE DAVIDOW. Organizational Response to Customer Complaints: What Works and What Doesn't [J].Joumal of Service Research, 2003,5(3):225-250.
8BITNER.M.J., BOOMS.B.H., TETRAULT.M.S..The Service Encounter: Diagnosing Favorable and Unfavorable IncidentslJ]. Journal of Marketing, 1990, (54): 71-84.
9KHANH V. LA, JAY KANDAMPULLY.Market oriented learning and customer value enhancement through service recovery management[J].Managing Service Quality, 2004, 14(5):390-401.
