共 34 条
[11]
世界优秀统计工具SPSS 11统计分析教程[M]. 北京希望电子出版社 , 张文彤主编, 2002
[13]
The impact of perceived justice on consumers’ emotional responses to service complaint experiences[J] . Klaus Schoefer,Christine Ennew.Journal of Services Marketing . 2005 (5)
[15]
Consumer complaining to firms: the determinants of channel choice[J] . Anna S. Mattila,Jochen Wirtz.Journal of Services Marketing . 2004 (2)
[16]
How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study[J] . Jean-Charles Chebat,Witold Slusarczyk.Journal of Business Research . 2003 (5)
[17]
Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent[J] . James G Maxham,Richard G Netemeyer.Journal of Retailing . 2002 (4)
[18]
The effectiveness of service recovery in a multi-industry setting[J] . Anna S. Mattila.Journal of Services Marketing . 2001 (7)
[19]
Service with a Smile: Emotional Contagion in the Service Encounter[J] . S. Douglas Pugh.The Academy of Management Journal . 2001 (5)
[20]
Affective consumer responses in service encounters: The emotional content in narratives of critical incidents[J] . Willemijn van Dolen,Jos Lemmink,Jan Mattsson,Ingrid Rhoen.Journal of Economic Psychology . 2001 (3)