8Amy K. S., 1997, “Customer Satisfaction with Service Encounters Involving Failure and Recovery: An Integrative Model of Exchange“, Doctor paper.
9Anderson. E.W. and Sullivan. M. W., 1993, “The Antecedents and Consequences of Customer Satisfaction for Firms“, Marketing Science, Vol.12,No.2. pp.125-143.
10Andreassen, T. W., 2000, “Antecedents to Satisfaction with Service Recovery“, European Journal of Marketing, Vol.34, No.1/2, pp.156-175.