基于归因理论的消费者对第三方服务失败的反应研究

[11] How customers cope with service failure? A study of brand reputation and customer satisfaction[J] . Aditi Sarkar Sengupta,M.S. Balaji,Balaji C. Krishnan.Journal of Business Research . 2014

[12] A scenario-based experiment and a field study: A comparative examination for service failure and recovery[J] . Jong-Hyeong Kim,SooCheong (Shawn) Jang.International Journal of Hospitality Management . 2014

[13] The influence of brand trust and brand identification on brand evangelism[J] . Enrique P. Becerra,Vishag Badrinarayanan.Journal of Product & Brand Management . 2013 (5)

[14] Examining Public Hospital Service Failure: The Influence of Service Failure Type, Service Expectations, and Attribution on Consumer Response[J] . Andrea Walton,Margee Hume.Journal of Nonprofit & Public Sector Marketing . 2012 (3)

[15] The effect of service failure attribution on consumer complaint behavior: the mediating role of negative emotion[J] . Wen-hua SHI,Jing-yi LIU,Ying ZHANG.The Journal of China Universities of Posts and Telecommunications . 2011

[16] Re-examining the effect of service recovery: the moderating role of brand equity[J] . Min-Hsin Huang.Journal of Services Marketing . 2011 (7)

[17] The impact of firm reputation and failure severity on customers' responses to service failures[J] . Ronald L. Hess Jr.Journal of Services Marketing . 2008 (5)

[18] Perceived controllability and service expectations: Influences on customer reactions following service failure[J] . Sunmee Choi,Anna S. Mattila.Journal of Business Research . 2007 (1)

[19] Quality of past performance: Impact on consumers’ responses to service failure[J] . Rodolfo Vázquez-Casielles,Ana Belén del Río-Lanza,Ana María Díaz-Martín.Marketing Letters . 2007 (4)

[20] THE SCIENCE OF TRAINING: A Decade of Progress[J] . Eduardo Salas,Janis A. Cannon-Bowers.Annual Review of Psychology . 2001

[11] How customers cope with service failure? A study of brand reputation and customer satisfaction[J] . Aditi Sarkar Sengupta,M.S. Balaji,Balaji C. Krishnan.Journal of Business Research . 2014

[12] A scenario-based experiment and a field study: A comparative examination for service failure and recovery[J] . Jong-Hyeong Kim,SooCheong (Shawn) Jang.International Journal of Hospitality Management . 2014

[13] The influence of brand trust and brand identification on brand evangelism[J] . Enrique P. Becerra,Vishag Badrinarayanan.Journal of Product & Brand Management . 2013 (5)

[14] Examining Public Hospital Service Failure: The Influence of Service Failure Type, Service Expectations, and Attribution on Consumer Response[J] . Andrea Walton,Margee Hume.Journal of Nonprofit & Public Sector Marketing . 2012 (3)

[15] The effect of service failure attribution on consumer complaint behavior: the mediating role of negative emotion[J] . Wen-hua SHI,Jing-yi LIU,Ying ZHANG.The Journal of China Universities of Posts and Telecommunications . 2011

[16] Re-examining the effect of service recovery: the moderating role of brand equity[J] . Min-Hsin Huang.Journal of Services Marketing . 2011 (7)

[17] The impact of firm reputation and failure severity on customers' responses to service failures[J] . Ronald L. Hess Jr.Journal of Services Marketing . 2008 (5)

[18] Perceived controllability and service expectations: Influences on customer reactions following service failure[J] . Sunmee Choi,Anna S. Mattila.Journal of Business Research . 2007 (1)

[19] Quality of past performance: Impact on consumers’ responses to service failure[J] . Rodolfo Vázquez-Casielles,Ana Belén del Río-Lanza,Ana María Díaz-Martín.Marketing Letters . 2007 (4)

[20] THE SCIENCE OF TRAINING: A Decade of Progress[J] . Eduardo Salas,Janis A. Cannon-Bowers.Annual Review of Psychology . 2001