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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
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