【作者(必填)】Yanfen You，Xiaojing Yang, Lili Wang, Xiaoyan Deng

【文题(必填)】When and Why Saying “Thank You” Is Better Than Saying “Sorry” in Redressing Service Failures: The Role of Self-Esteem

【年份(必填)】2019

【全文链接或数据库名称(选填)】https://journals.sagepub.com/doi/abs/10.1177/0022242919889894