3Michael A. McCollough, Leonard L Berry and Manjit S.Yadav, "An Empirical Investigation of Customer Satisfaction After Service Failure and Recovery", Journal of Service Research,November.2000.p 121.
4Raymond P. Fisk and Stephen W. Brown, "Tracking the Evolution of the Services Marketing Literature", Journal of Retailing,Vol.69.Spring. 1993.pp.61-103.
5A. R. Andreasen and A. Best, "Customer complaint-does business respond? ", Harvard Business Review, July-August.1977.pp.93-101.
6Beverley A. Sparks and Janet R. McColl-Kennedy, "The Application of Procedual Justice Principles to Service Recovery Attempts:Outcomes For Customer Satisfaction", Advances in Consumer Research, Volume 25.1998.pp.156-161.
7Chip R. Bell and Ron E. Zemke, "Service Breakdown: The Road to Recovery", Management Review, October.1987.pp.32-35.
8Janis L. Miller, Christopher W. Craighead and Kirk R.Karwan, "Service Recovery: A Framework and Empirical Investigation", Journal of Operations Management, 18.2000.P387.