服务补救：投其所好还需相机而动吗

唐小飞，钟帅，贾建民

Service Recovery: Is Choosing Timing to Recover Needed While Catering to Her or His Likes?

Tang Xiaofei，Zhong Shuai，Jia Jianmin

营销科学学报 . 2013, (3): 45 -59 .