2Hess, R. L. Jr., S. Ganesan, N. M. Klein. Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction. Journal of the Academy of Marketing Science, 2003,31(2): 127-45. 被引量:1
3Gilly, Mary C.. Postcomplaint Processes: From Organizational Response to Repurchase Behavior. The Journal of Consumer Affairs, 1987, 21(2): 293-313. 被引量:1
4Spreng, Richard A., Gilbert D. Harrell, Robert D. Mackoy. Service Recovery: Impact on Satisfaction and Intentions. Journal of Services Marketing, 1995, 9(1): 15-23. 被引量:1
5Smith, Amy K., Rutyh N. Bolton, Janet Wagner. A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery. Journal of Marketing Research, 1999, (36): 356-73. 被引量:1
6McCollough, Michael A., Leonard L. Berry, Manjit S. Yadav. An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery. Journal of Service Research, 2000, (3): 121-37. 被引量:1
7Richins, M. L.. Negative Word-of-Mouth by Dissatisfied Consumers. Journal of Marketing, 1983, (47): 68-78. 被引量:1
8Curren, Mary T., Valerie S. Folkes. Attributional Influences on Consumers' Desires to Communicate about Products. Psychology and Marketing, 1987, (4): 31-45. 被引量:1
9Oliver, R. L., Wayne S. DeSarbo. Response Determinants in Satisfaction Judgments. Journal of Consumer Research, 1988,(14): 495-507. 被引量:1
10Folkes, Valerie S.. Consumer Reactions to Product Failure: An Attributional Approach. Journal of Consumer Research, 1984,(10): 398-409. 被引量:1