期刊論文| 1. | Mattila, Anna S.(2001)。The Impact of Relationship type on Customer Loyalty in A Context of Service Failures。Journal of Service Research，4(2)，91-101。   |
| 2. | Kim, M.-J.、Chung, N.、Lee, C.-K.(2011)。The effect of perceived trust on electronic commerce: Shopping online for tourism products and services in South Korea。Tourism Management，32(2)，256-265。 |
| 3. | Aurier, P.、Siadou-Martin, B. A.(2007)。Perceived justice and consumption experience evaluations: A qualitative and experimental investigation。International Journal of Service Industry Management，18(5)，450-471。 |
| 4. | Kuo, Y. F.、Yen, S. T.、Chen, L. H.(2011)。Online auction service failures in Taiwan: Typologies and recovery strategies。Electronic commerce Research and Applications，10(2)，183-193。 |
| 5. | Hoffman, K. D.、Kelley, S. W.、Forbes, L. P.(2005)。Typologies of E-commerce Retail Failures and Recovery Strategies。Journal of Services Marketing，19(5)，280-292。 |
| 6. | Holloway, Betsy B.、Beatty, Sharon E.(2003)。Service Failure in Online Retailing: A Recovery Opportunity。Journal of Service Research，6(1)，92-105。 |
| 7. | Chang, Y. W.、Chang, Y. H.(2010)。Does service recovery affect satisfaction and customer loyalty? An empirical study of airline services。Journal of Air Transport Management，16(6)，340-342。 |
| 8. | Gore, P.、Madhavan, S.、McClung, G.、Riley, D.(1994)。Consumer involvement in nonprescription medicine purchase decisions。Journal of Health Care Marketing，14(2)，16-20。 |
| 9. | Holloway, B. B.、Beatty, S. E.(2008)。Satisfiers and dissatisfiers in the online environment: A critical incident assessment。Journal of Service Research，10(4)，347-364。 |
| 10. | Schoefer, K.(2008)。The role of cognition and affect in the formation of customer satisfaction judgments concerning service recovery encounters。Journal of Consumer Behaviour，7(3)，210-221。 |
| 11. | Sparks, B. A.、McColl-Kennedy, J. R.(2001)。Justice strategy options for increased customer satisfaction in a services recovery setting。Journal of Business Research，54(3)，209-218。 |
| 12. | Watson, S.(2012)。Consumer responses to service situations: Tests for main and interaction effects。Journal of Retailing and Consumer Services，19(3)，287-296。 |
| 13. | Wang, Y. S.、Wu, S. C.、Lin, H. H.、Wang, Y. Y.(2011)。The relationship of service failure severity, service recovery justice and perceived switching costs with customer loyalty in the context of e-tailing。International Journal of Information Management，31(4)，350-359。 |
| 14. | Del Río-Lanza, A. B.、Vázquez-Casielles, R.、Díaz-Martín, A. M.(2009)。Satisfaction with Service Recovery: Perceived Justice and Emotional Responses。Journal of Business Research，62(8)，775-781。 |
| 15. | Hocutt, Mary Ann、Bowers, Michael R.、Todd Donavan, D.(2006)。The Art of Service Recovery: Fact or Fiction?。Journal of Services Marketing，20(3)，199-207。 |
| 16. | Mattila, A. S.、Cranage, David(2005)。The Impact of Choice on Fairness in the Context of Service Recovery。The Journal of Services Marketing，19(5)，271-279。 |
| 17. | Shim, S.、Eastlick, M. A.、Lotz, S. L.、Warrington, P.(2001)。An online pre-purchase intention model: The role of intention to search。Journal of Retailing，77(3)，397-416。 |
| 18. | Kuo, Y.-F.、Wu, C.-M.(2012)。Satisfaction and post-purchase intentions with service recovery of online shopping websites: Perspectives on perceived justice and emotions。International Journal of Information Management，32(2)，127-138。 |
| 19. | Weun, S.、Beatty, S. E.、Jones, M. A.(2004)。The impact of service failure severity on service recovery evaluations and post-recovery relationships。Journal of Service Marketing，18(2)，133-147。 |
| 20. | Hoffman, K. Douglas、Kelley, Scott W.(2000)。Perceived justice needs and recovery evaluation: a contingency approach。European Journal of Marketing，34(3/4)，418-433。 |
| 21. | Vázquez-Casielles, R.、Suárez Álvarez, L.、Díaz Martín, A. M.(2010)。Perceived Justice of Service Recovery Strategies: Impact on Customer Satisfaction and Quality Relationship。Journal of Psychology and Marketing，27(5)，487-509。 |
| 22. | Wirtz, Jochen、Mattila, Anna S.(2004)。Consumer Responses to Compensation, Speed of Recovery and Apology after a Service Failure。International Journal of Service Industry Management，15(2)，150-166。 |
| 23. | Zaichkowky, J. L.(1985)。Measuring the Involvement Constructs。Journal of Consumer Research，12(3)，341-352。 |
| 24. | Lian, J. W.、Lin, T. M.(2008)。Effects of consumer characteristics on their acceptance of online shopping: Comparisons among different product types。Computers in Human Behavior，24(1)，48-65。 |
| 25. | Chaudhuri, A. A.(2000)。Macro analysis of the relationship of product involvement and information search: The role of risk。Journal of Marketing Theory and Practice，8(1)，1-15。 |
| 26. | Cronbach, L. J.(1987)。Statistical Tests for Moderator Variables: Flaws in Analyses Recently Proposed。Psychological Bulletin，102(3)，414-417。 |
| 27. | Arora, R.(1982)。Validation of an S-O-R model for situation, enduring, and response components of involvement。Journal of Marketing Research，19(4)，505-516。 |
| 28. | Goodman, P. S.、Fichman, M.、Lerch, F. J.、Snyder, P. R.(1995)。Customer-Firm Relationships, Involvement, and Customer Satisfaction。Academy of Management Journal，38(5)，1310-1324。 |
| 29. | Blodgett, J. G.、Hill, D. J.、Tax, S. S.(1997)。The Effect of Distributive, Procedural, and Interactional Justice in Post complaint Behavior。Journal of Retailing，73(2)，185-210。 |
| 30. | Maxham, J. G.(2001)。Service Recovery's Influence on Consumer Satisfaction, Positive Word-of-Mouth and Purchase Intentions。Journal of Business Research，54(1)，11-24。 |
| 31. | Mattila, A. S.、Patterson, P. G.(2004)。Service Recovery and Fairness Perceptions in Collectivist and Individualist Contexts。Journal of Service Research，6(4)，336-346。 |
| 32. | 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。 |
| 33. | Tax, S. S.、Brown, S. W.(1998)。Recovery and learning from service failure。Sloan Management Review，55(4)，75-88。 |
| 34. | Miller, Janis L.、Craighead, Christopher W.、Karwan, Kirk R.(2000)。Service Recovery: A Framework and empirical Investigation。Journal of Operations Management，18(4)，387-400。 |
| 35. | 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。 |
| 36. | Martin, S. S.、Camarero, C.、San Jose, R.(2011)。Does involvement matter in online shopping satisfaction and trust?。Psychology & Marketing，28(2)，145-167。 |
| 37. | Urbach, Nils、Ahlemann, Frederik(2010)。Structural equation modeling in information systems research using partial least squares。Journal of Information Technology Theory and Application，11(2)，5-39。 |
| 38. | Webster, Cynthia、Sundaram, D. S.(1998)。Service Consumption Criticality in Failure Recovery。Journal of Business Research，41(2)，153-159。 |
| 39. | Goodwin, Cathy、Ross, Ivan(1992)。Consumer Responses to Service Failures: Influence of Procedural and Interactional Fairness Perceptions。Journal of Business Research，25(2)，149-163。 |
| 40. | 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。 |
| 41. | Gronroos, C.(1988)。Service Quality: The Six Criteria of Good Perceived Service。Review of Business，9(3)，10-14。 |
| 42. | 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。 |
| 43. | Bitner, Mary Jo、Booms, Bernard H.、Tetreault, Mary Stanfield(1990)。The Service Encounter: Diagnosing Favorable & Unfavorable Incidents。Journal of Marketing，54(1)，71-84。 |
| 44. | Holloway, B. B.、Wang, S.、Parish, J. T.(2005)。The role of cumulative online purchasing experience in service recovery management。Journal of Interactive Marketing，19(3)，54-66。 |
| 45. | Patterson, P. G.、Cowley, E.、Prasongsukarn, K.(2006)。Service failure recovery: the moderating impact of individual-level cultural value orientation on perceptions of justice。International Journal of Research in Marketing，23(3)，263-277。 |
| 46. | Konovsky, M. A.(2000)。Understanding procedural justice and its impact on business organizations。Journal of Management，26(3)，489-511。 |
| 47. | Harris, Katherine E.、Grewal, Dhruv、Mohr, Lois A.、Bernhardt, Kenneth L.(2006)。Consumer responses to service recovery strategies: The moderating role of online versus offline environment。Journal of Business Research，59(4)，425-431。 |
| 48. | Richard, Marie-Odile(2005)。Modeling the impact of Internet atmospherics on surfer behavior。Journal of Business Research，58(12)，1632-1642。 |
| 49. | Koufaris, Marios(2002)。Applying the technology acceptance model and flow theory to online consumer behavior。Information Systems Research，13(2)，205-223。 |
| 50. | Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing，59(2)，71-82。 |
| 51. | Maxham, J. G. III、Netemeyer, R. G.(2003)。Firms Reap What They Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers' Evaluations of Complaint Handling。Journal of Marketing，67(1)，46-62。 |
| 52. | Anderson, James C.、Gerbing, David W.(1988)。Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach。Psychological Bulletin，103(3)，411-423。 |
| 53. | Zaichkowsky, Judith Lynne(1994)。The Personal Involvement Inventory: Reduction, Revision, and Application to Advertising。Journal of Advertising，23(4)，59-70。 |
| 54. | Maheswaran, Durairaj、Meyers-Levy, Joan(1990)。The influence of message framing and issue involvement。Journal of Marketing Research，27(3)，361-367。 |
| 55. | Huppertz, John W.、Arenson, Sidney J.、Evans, Richard H.(1978)。An Application of Equity Theory to Buyer-Seller Exchange Situations。Journal of Marketing Research，15(2)，250-260。 |
| 56. | Jarvis, Cheryi B.、Mackenzie, Scott B.、Podsakoff, Philip M.(2003)。A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research。Journal of Consumer Research，30(2)，199-218。 |
| 57. | Bitner, Mary Jo、Brown, Stephen W.、Meuter, Matthew L.(2000)。Technology infusion in service encounters。Journal of the Academy of Marketing Science，28(1)，138-149。 |
| 58. | Slama, M. E.、Tashchian, A.(1985)。Selected socioeconomic and demographic characteristics associated with purchasing involvement。Journal of Marketing，49(1)，72-82。 |
| 59. | Hoffman, Donna L.、Novak, Thomas P.(1996)。Marketing in Hypermedia Computer-Mediated Environments: Conceptual Foundations。Journal of Marketing，60(3)，50-68。 |
| 60. | Collier, Joel E.、Bienstock, Carol C.(2006)。Measuring service quality in E-retailing。Journal of Service Research，8(3)，260-275。 |
| 61. | Boshoff, Christo(1997)。An Experimental Study of Service Recovery Options。International Journal of Service Industry Management，8(2)，110-130。 |
| 62. | Heskett, James L.、Sasser, W. Earl Jr.、Hart, Christopher W.(1990)。The Profitable Art of Service Recovery。Harvard business review，68(4)，148-156。 |
| 63. | 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。 |
| 64. | Bloch, Peter H.、Richins, Marsha L.(1983)。A Theoretical Model for the Study of Product Importance Perceptions。Journal of Marketing，47(3)，69-81。 |
| 65. | Novak, T. P.、Hoffman, D. L.、Yung, Y. F.(2000)。Modeling the Flow Construct in Online Environments: A Structure Modeling Approach。Marketing Science，19(1)，22-42。 |
| 66. | Brinberg, David、Wood, Ronald(1983)。A resource exchange theory analysis of consumer behavior。Journal of Consumer Research，10(3)，330-338。 |