期刊論文| 1. | Chelminski, Piotr、Coulter, Robin A.(2011)。An examination of consumer advocacy and complaining behavior in the context of service failure。Journal of Services Marketing，25(5)，361-370。   |
| 2. | Hunt, S. D.(1991)。Positivism and paradigm dominance in consumer research: Toward critical pluralism and rapprochement。Journal of Consumer Research，18(1)，32-44。 |
| 3. | Stauss, B.、Friege, C.(1999)。Regaining Service Customers。Journal of Service Research，1(4)，347-361。 |
| 4. | Baker, T.、Meyer, T.、Johnson, J.(2008)。Individual differences in perceptions of service failure and recovery: the role of race and discriminatory bias。Journal of the Academy of Marketing Science，36(4)，552-564。 |
| 5. | Alicke, M. D.、Braun, J. C.、Glor, J. E.、Klotz, M. L.、Magee, J.、Sederhoim, H.(1992)。Complaining behavior in social interaction。Personality and Social Psychology Bulletin，18(3)，286-295。 |
| 6. | Bolton, Ruth N.、Kannan, P. K.、Bramlett, Matthew D.(2000)。Implications of Loyalty Program Membership and Service Experiences for Customer Retention and Value。Journal of the Academy of Marketing Science，28(1)，95-108。 |
| 7. | Flanagan, J. C.(1954)。The critical incident technique。Psychological Bulletin，51(4)，327-358。 |
| 8. | Hui, M. K.、Xiande, Z.、Xiucheng, F.、Kevin, A.(2004)。When does the service process matter? A test of two competing theories。Journal of consumer Research，31(2)，465-475。 |
| 9. | Kalamas, M.、Laroche, M.、Makdessian, L.(2008)。Reaching the boiling point: Consumers' negative affective reactions to firm-attributed service failures。Journal of Business Research，61(8)，813-824。 |
| 10. | Mittal, B.、Lassar, W. M.(1998)。Why Do Customers Switch? The Dynamics of Satisfaction versus Loyalty。The Journal of Services Marketing，12(3)，177-194。 |
| 11. | Miller, J. L.、Craighead, C. W.、Karwan, K. R.(2000)。Service recovery: a framework and empirical investigation。Journal of Operations Management，18(4)，387-400。 |
| 12. | Power, C.、Driscoll, L.、Bohn, E.(1992)。Smart selling: how companies are winning over today's tougher customer。Business Week，3277(3)，46。 |
| 13. | Ping, R. A.(1994)。Does satisfaction moderate the association between alternative attractiveness and exist intention in a marketing channel?。Journal of the Academy of Marketing Science，22，364-371。 |
| 14. | Smith, A. K.、Bolton, R. N.、Wagner, J. A.(1999)。Model of customer satisfaction with service encounters involving failure and recovery。Journal of Marketing Research，36(3)，356-372。 |
| 15. | Smith, A. K.、Bolton, R. N.(1998)。An experimental investigation of customer reactions to service failure and recovery encounters。Journal of Service Research，1(1)，65-81。 |
| 16. | Schweikhart, S. B.、Strasser, S.、Kennedy, M. R.(1993)。Service recovery in health services organizations。Hospital & Health Services Administration，38(1)，3。 |
| 17. | Samaha, S. A.、Palmatier, R. W.、Dant, R. P.(2011)。Poisoning Relationships: Perceived Unfairness in Channels of Distribution。Journal of Marketing，75(3)，99-117。 |
| 18. | Hocutt, M. A.(1998)。Relationship dissolution model: Antecedents of relationship commitment and the likelihood of dissolving a relationship。International Journal of Service Industry Management，9(2)，189-200。 |
| 19. | Mattila, A. S.(2001)。Emotional Bonding and Restaurant Loyalty。Cornell Hotel and Restaurant Administration Quarterly，42(6)，73-79。 |
| 20. | Jones, M. A.、Mothersbaugh, D. L.、Beatty, S. E.(2000)。Switching barriers and repurchase intentions in services。Journal of Retailing，76(2)，259-274。 |
| 21. | Ping, Robert A. Jr.(1993)。The effects of satisfaction and structural constraints on retailer exiting, voice, loyalty, opportunism, and neglect。Journal of Retailing，69(3)，320-352。 |
| 22. | Ping, R. A. Jr.(1995)。Some uninvestigated antecedents of retailer exit intention。Journal of Business Research，34(3)，171-180。 |
| 23. | Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing，59(2)，71-82。 |
| 24. | Patterson, P. G.、Smith, T.(2003)。A cross-cultural study of switching barriers and propensity to stay with service providers。Journal of Retailing，79(2)，107-120。 |
| 25. | Brady, Michael K.、Cronin, J. Joseph Jr.(2001)。Some New Thoughts on Conceptualizing Perceived Service Quality: a Hierarchical Approach。Journal of Marketing，65(3)，34-49。 |
| 26. | Bagozzi, Richard P.、Yi, Youjae(1988)。On the Evaluation of Structural Equation Models。Journal of the Academy of Marketing Science，16(1)，74-94。 |
| 27. | McCollough, Michael A.、Berry, Leonard L.、Yadav, Manjit S.(2000)。An Empirical Investigation of Customer Satisfaction After Service Failure and Recovery。Journal of Service Research，3(2)，121-137。 |
| 28. | Morgan, Robert M.、Hunt, Shelby D.(1994)。The commitment-trust theory of relationship marketing。Journal of Marketing，58(3)，20-38。 |
| 29. | Rust, Roland T.、Zahorik, Anthony J.(1993)。Customer Satisfaction, Customer Retention, and Market Share。Journal of Retailing，69(2)，193-215。 |
| 30. | Hoffman, K. Douglas、Kelley, Scott W.、Rotalsky, Holly M.(1995)。Tracking Service Failures and Employee Recovery Efforts。Journal of Services Marketing，9(2)，49-61。 |
| 31. | Hellier, Phillip K.、Geursen, Gus M.、Carr, Rodney A.、Rickard, John A.(2003)。Customer repurchase intention: A general structural equation model。European Journal of Marketing，37(11/12)，1762-1800。 |
| 32. | Bitner, Mary Jo、Booms, Bernard Henry、Mohr, Lois A.(1994)。Critical Service Encounters: The Employee's Viewpoint。Journal of Marketing，58(4)，95-106。 |
| 33. | Boshoff, Christo(1997)。An Experimental Study of Service Recovery Options。International Journal of Service Industry Management，8(2)，110-130。 |
| 34. | Folkes, Valerie S.(1984)。Consumer Reactions to Product Failure: An Attributional Approach。Journal of Consumer Research，10(4)，398-409。 |
| 35. | Heskett, James L.、Sasser, W. Earl Jr.、Hart, Christopher W.(1990)。The Profitable Art of Service Recovery。Harvard business review，68(4)，148-156。 |
| 36. | Kelley, Scott W.、Hoffman, K. Douglas、Davis, Mark A.(1993)。A Typology of Retail Failures and Recoveries。Journal of Retailing，69(4)，429-452。 |
| 37. | Tax, Stephen S.、Brown, Stephen W.(1998)。Recovering and Learning from Service Failure。Sloan Management Review，40(1)，75-88。 |
| 38. | Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing，54(2)，69-82。 |
| 39. | Fornell, Claes、Larcker, David F.(1981)。Evaluating Structural Equation Models with Unobservable Variables and Measurement Error。Journal of Marketing Research，18(1)，39-50。 |