| 期刊論文1. | Lapidus, R. S.、Pinkerton, L.(1995)。Customer complaint situations: An equity theory。Psychology and Marketing,12(2),105-122。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 2. | Oliver, R. L.、DeSarbo, W. S.(1988)。Response determinants in satisfaction judgement。Journal of Consumer Research,14(3),495-507。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 3. | Oliver, Richard L.、Swan, John E.(1989)。Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach。Journal of Marketing,53(2),21-35。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 4. | Hess, R. L. Jr.、Ganesan, S.、Klein, N. M.(2003)。Service failure and recovery: The impact of relationship factors on customer satisfaction。Journal of the Academy of Marketing Science,31(2),127-145。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 5. | Fornell, C.、Wemerfelt, B.(1987)。Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis。Journal of Marketing Research,24(4),337-346。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 6. | McCollough, M. A.、Berry, L. L.、Yadav, M. S.(2000)。An empirical investigation of customer satisfaction after service failure and recovery。Journal of Service Research,3(2),121-137。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 7. | Levesque, T. J.、McDougall, G. H. G.(2000)。Service problems and recovery strategies: an experiment。Canadian Journal of Administrative Sciences,17(1),20-37。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 8. | Smith, A. K.、Bolton, R. N.、Wagner, J.(1999)。A model of customer satisfaction with service encounters involving failure and recover。Journal of Marketing Research,36(3),356-372。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 9. | Gronroos, C.(1988)。Service Quality: The Six Criteria of Good Perceived Service。Review of Business,9(3),10-14。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 10. | Oliver, Richard L.、Swan, John E.(1989)。Equity and Disconfirmation Perceptions as Influences on Merchant and Product Satisfaction。Journal of Consumer Research,16(3),372-388。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 11. | Kelley, Scott W.、Davis, Mary A.(1994)。Antecedents to Customer Expectations for Service Recovery。Journal of the Academy of Marketing Science,22(1),52-61。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 12. | Bitner, Mary Jo、Booms, Bernard H.、Tetreault, Mary Stanfield(1990)。The Service Encounter: Diagnosing Favorable & Unfavorable Incidents。Journal of Marketing,54(1),71-84。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 13. | Andreassen, Tor Wallin(2000)。Antecedents to Satisfaction with Service Recovery。European Journal of Marketing,34(1/2),156-175。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 14. | Boshoff, Christo(1997)。An Experimental Study of Service Recovery Options。International Journal of Service Industry Management,8(2),110-130。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 15. | Heskett, James L.、Sasser, W. Earl Jr.、Hart, Christopher W.(1990)。The Profitable Art of Service Recovery。Harvard business review,68(4),148-156。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 16. | Johnston, T. C.、Hewa, M. A.(1997)。Fixing service failures。Industrial Marketing Management,26(5),467-473。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 17. | Oliver, Richard L.(1980)。A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions。Journal of Marketing Research,17(4),460-469。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 圖書1. | Zeithaml, Valarie A.、Bitner, Mari Jo(1996)。Services Marketing。New York, NY:McGraw-Hill。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 2. | Oliver, R.L.(1997)。Satisfaction: A behavioural perspective of the consumer。New York。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 3. | Swan J. E.、Mercer A. A.(1981)。Consumer Satisfaction as a Function of Equity and Disconfirmation。Refining Concepts and Measures of Customer Satisfaction and Complaining Behavior。Bloomington (IN)。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 4. | Weiner, B.、Sorrentino, R. M.、Higgins, E. T.(1985)。Attribution, Emotion and Action, Handbook of Motivation and Cognition。New York。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | |