[1]
|
李果. 阮成发: “依法重拳整治”云南旅游业乱象[EB/OL].
http://money.163.com/17/0214/06/CD7CKGLO002580S6.html, 2017-02-14.
|
[2]
|
Tax, S.S. and Brown, S.W. (1998) Recovering and from Learning from Service Failure. Management Review, 40, 75-88.
|
[3]
|
张浩清. 服务补救及其策略探讨[J]. 商场现代化, 2006(32): 110.
|
[4]
|
Kelley, S.W. and Davis, M.A. (1994) Antecedents to Customer Expectations for Service Recovery. Journal of the Academy of Marketing Science, 22, 52-61. https://doi.org/10.1177/0092070394221005
|
[5]
|
安静. 饭店服务补救对顾客满意与行为意向的影响研究[D]: [硕士学位论文]. 杭州: 浙江大学, 2004.
|
[6]
|
冯玮, 陈琳. 旅游企业“双向”服务补救的概念与模型探析[J]. 湖北文理学院学报, 2012, 33(8): 64-68.
|
[7]
|
宋大为. 旅游企业服务补救管理体系的研究[J]. 白城师范学院学报, 2010(5): 50-53.
|
[8]
|
何会文, 齐二石. 成功服务补救的“五步骤”模型[J]. 华东经济管理, 2005, 19(4): 21-24.
|
[9]
|
王岗. 旅游业对丽江有多重要[EB/OL].
http://money.163.com/17/0126/11/CBN2ASMF002581PP.html, 2017-01-26.
|
[10]
|
佚名. 丽江旅游发展状况[EB/OL].
http://www.5fen.com/lijiang/gonglue/9033.html, 2012-09-14.
|
[11]
|
牛红玉. 丽江旅游业发展存在的问题研究[J]. 现代经济信息, 2013(9): 273.
|
[12]
|
马文晶. 沪昆高铁、云贵铁路全线开通[EB/OL].
http://www.xyshjj.cn/bz/Print.asp?ArticleID=88154, 2017-01-03.
|
[13]
|
耿永超. 浅析服务补救在酒店管理中的作用[D]: [学士学位论文]. 青岛: 青岛酒店管理学院, 2011.
|
[14]
|
余人月. 丽江旅游市场不能总是在整顿[EB/OL].
http://news.sina.com.cn/c/2017-02-14/doc-ifyamkra7305643.shtml, 2017-02-13.
|
[15]
|
Michel, S. and Meuter, M.L. (2008) The Service Recovery Paradox: True but Overrated. International Journal of Service Industry Management, 19, 441-457. https://doi.org/10.1108/09564230810891897
|
[16]
|
Smith, A.K., Bolton, R.N., Wagner, J.A. (1999) Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery. Journal of Marketing Research, 36, 356-372. https://doi.org/10.2307/3152082
|
[17]
|
Zeithaml, V.A. and Berry, L.L. (1993) The Nature and Determinants of Customer Expectations of Service. Journal of the Academy of Marketing Science, 21, 1-12. https://doi.org/10.1177/0092070393211001
|
[18]
|
Mattila, A.S. (2001) The Impact of Relationship Type on Customer Loyalty in a Context of Service Failures. Journal of Service Research, 4, 91-101. https://doi.org/10.1177/109467050142002
|
[19]
|
李厚江. 黑河旅游消费市场现存的问题及整治对策[J]. 黑河学刊, 2008(5): 70-71.
|