Pai, Chih-Hung, Kuo-Min Ko, et Troy Santos. « A Study of the Effect of Service Recovery on Customer Loyalty Based On Marketing Word Of Mouth in Tourism Industry ». Revista de Cercetare si Interventie Sociala 64 (mars 6, 2019): 74–84. Consulté le novembre 7, 2026. https://www.rcis.ro/journal/article/view/2547-a-study-of-the-effect-of-service-recovery-on-customer.