【作者(必填)】TERRI SHAPIRO, JENNIFER M. NIEMAN-GONDER, NICOLE A. ANDREOLI, DARLENE TRIMARCO-BETA
【文题(必填)】TERRI SHAPIRO, JENNIFER M. NIEMAN-GONDER, NICOLE A. ANDREOLI, and DARLENE TRIMARCO-BETA (2006) AN EXPERIMENTAL INVESTIGATION OF JUSTICE-BASED SERVICE RECOVERY ON CUSTOMER SATISFACTION, LOYALTY, AND WORD-OF-MOUTH INTENTIONS