3PHILIP K. Marketing management [M]. Englewood Cliffs, N. J. : Prence- Hall, 1997.
4GARBARINA E, MARKS B. The different roles of satisfaction, trust and commitment in customer relationships [J]. Journal of Marketing, 1999, 63 (4) : 70 - 87.
5BENDALL L D, POWERS T L. The role complaint management in the service recovery process [J]. Joint Commission Journal on Quality Improvement, 2001 (5) :278 - 286.
6HESKETF J L, SASSER W E. The profitable art of service recovery[J]. Harvard Business Review, 1990 (4) :148 - 156.
7TAX S S, BROWN S W. Recovery and learning from service failure[J]. Sloan Management Review, 1998, 55(4) :75 -88.