英文文献下载 谢谢帮忙。

1.Dewitt T., Brady M. K.. Rethinking Service Recovery Strategies ：The Effect of Rapport on Customer Responses to Service Failure. Journal of Service Research, 2003,

2.Marcel Zeelenberg.Beyond valence in coustomer dissatisfaction:...,2004

3.Maxham        III J. G.,R. G. Netemeyer, A longitudinal study of complaining customers'evaluations of multiple service failures and recovery efforts. The Journal of Marketing,2002.


4.Gelbrich K.Anger,Frastration,and helpness After Service Failure:coping strategies and effective informational support[J]2010


5.BECHWATINN,MORRIN M. Outraged consumers:Getting even at the expense of getting a good deal [J]2003

找到一篇  最后一篇在艾斯维尔上能够下载

只找到前两篇，楼上已经上传了第一篇，所以我就传第二篇吧

rheezzz 发表于 2014-11-8 19:14
只找到前两篇，楼上已经上传了第一篇，所以我就传第二篇吧

谢谢了

我找到了第5篇：
1-s2.0-S1057740803702150-main.pdf (1.66 MB, 需要: 2 个论坛币)

2014-11-9 04:06:13 上传

Outraged Consumers: Getting Even at the Expense of Getting a Good Deal
需要: 2 个论坛币  [购买]

3
art%3A10.1007%2Fs11747-009-0169-6.pdf (355.3 KB, 需要: 1 个论坛币)

2014-11-9 06:03:51 上传

需要: 1 个论坛币  [购买]

4
3203358.pdf (2.72 MB, 需要: 2 个论坛币)

2014-11-9 06:04:27 上传

需要: 2 个论坛币  [购买]