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| 9. | Andreassen, Tor Wallin(2000)。Antecedents to Satisfaction with Service Recovery。European Journal of Marketing，34(1/2)，156-175。 |
| 10. | Johnston, T. C.、Hewa, M. A.(1997)。Fixing service failures。Industrial Marketing Management，26(5)，467-473。 |
| 11. | Kelley, S. W.、Davis, M. A.(1994)。Antecedents to Consumer Expectation for Service Recovery。Journal of the Academy Marketing Science，22(1)，52-61。 |
| 12. | Kelley, Scott W.、Hoffman, K. Douglas、Davis, Mark A.(1993)。A Typology of Retail Failures and Recoveries。Journal of Retailing，69(4)，429-452。 |
| 13. | Spreng, Richard A.、Harrell, Gilbert D.、Mackoy, Robert D.(1995)。Service Recovery: Impact on Satisfaction and Intentions。Journal of Services Marketing，9(1)，15-23。 |
| 14. | Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing，64(1)，12-40。 |
| 15. | Etzel, M. J.、Silverman, B. I.(1988)。A managerial persnective on dnections for retail customer dissatisfaction research。Journal of Retailing，57(3)，124-136。 |
| 16. | Lewis, B. R.、Spyrakopoulos, S.(2001)。Service failure and recovery in retail banking: The customers' perspective。International Journal of Bank Marketing，19(1)，37-47。 |