1.文献名:The Effect of Customers' Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments
作者:Smith, A. K., and Ruth N. Bolton
期刊:Journal of the Academy of Marketing Science (2002) 30(1): 5-23
电子链接:http://jam.sagepub.com/content/vol30/issue1/
2.文献名:Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction
作者:Hess Jr., R. L., Shankar Ganesan, and Noreen M. Klein
期刊:Journal of the Academy of Marketing Science(2003). 31(2): 127-145.
电子链接:http://jam.sagepub.com/content/vol31/issue2/
3.文献名:Price and Brand Name as Indicators of Quality Dimensions for Consumer Durables
作者:Brucks, M., Valarie A. Zeithaml, and Gillian Naylor
期刊:Journal of the Academy of Marketing Science(2000). 28(3): 359-374
电子链接:http://jam.sagepub.com/content/vol28/issue3/