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/