3Farrell C, Wernerfelt B. Defensive marketing Strategy by customer complaint management: a theoretical analysis [J]. Journal of Marketing Research, 1987,24: 337 - 346.
4Stephen S Tax, Stephen W Brown. Rcovering and learning from service failure [ J ]. Sloan Management Review, 1998,39; 76.
5Anderson,Eugene W. Customer satisfaction and word of mouth [ J ].Journal of Service Research, 1998,1 ( 1 ): 5 - 17.
6Bitner, Mary Jo, Booms, Bernard H, Tetreault, Mary Stanfield: The service encounter: diagnosing favorable and unfavorable[J]. Journal of Marketing, 1990,54(1) :71 - 85.
7Richins, Marsha L. Factors affecting the level of consumer initiated complaints to marketing organization, in consumer satisfaction,dissatisfaction and complaining bloomington, eds. [ J ]. Bloomington,IN: BBA, 1985.82 - 87.
8Singh Jagdip. Idenifying consumer dissatisfaction response style: an agenda for future research [ J ]. European Journal of Marketing,1990,24(6) :55 - 73.
9Singh Jagdip. Voice, exit, and negative word-of-mouth behaviors: an investigation across three service categories [ J ]. Journal of the Academy of Marketing Science, 1990,18 ( 1 ): 1 - 15.
10Day, Ralph L. Modeling choices among alternative responses to dissatisfaction in consumer research [ J ]. Advances in Consumer Research, 1984,11:469 - 471.
4Customers Vote With Their Forks.Consumer Complaining Behavior in the Restaurant Industry Vivienne J.Wildes ,Won Seo International Journal of Hospitality & Tourism Administration,Vol.2(2)2001.
