اثر ویژگی‌های شخصیتی، بر رفتارِ دِگَرگُزینی مشتریان، و نقش ناکامی در خدمات‌رسانی، در تعدیل آن

اکبرزاده، نسرین (1383). هوش هیجانی: دیدگاه سالوی و دیگران. تهران: فارابی.

جلالی، احمد (1385). هوش هیجانی. فصل‌نامه‌ی تعلیم و تربیت، ویژه‌نامهارزش‌یابیتحصیلی، ش 69 و 70، ص. 105-100.

فضلی، ع. (1387). بررسی رابطه بین کیفیت خدمات، رضایتمندی مشتری و مقاصد رفتاری. پایان‌نامه کارشناسی ارشد، دانشکده مدیریت، دانشگاه آزاد اسلامی واحد اراک.

کردنائیج، ا. (1382). مشتری‌مداری: رمز موفقیت سازمان‌های متعالی. مطالعات مدیریت، شماره 43 و 44، ص. 184-153.

نظرپور، پروانه (1384). رابطه‌ی ویژگی‌های شخصیتی بر رضایت شغلی معلمان شهرستان مسجدسلیمان. پایان‌نامه کارشناسی ارشد، دانشگاه آزاد اسلامی واحد خوراسگان.

هاوکینز دل، بست راجر و کانی کنث (1385). رفتار مصرف‌کننده. ترجمه احمد روستا و عطیه بطحایی. انتشارات سارگل.

Bell, S. J., & Menguc, B. (2002). The employee-organization relationship, organizational citizenship behaviors, and superior service quality. Journal of retailing, 78(2), 131-146.

Berry, L. L. (1980). Services marketing is different. Business, 30(3), 24-29.

Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter: diagnosing favorable and unfavorable incidents. The Journal of Marketing, 71-84.

Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. A. (1993). A dynamic process model of service quality: from expectations to behavioral intentions. Journal of marketing research, 30(1), 7.

 Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. The journal of marketing, 55-68.

Crosby, L. A., Evans, K. R., & Cowles, D. (1990). Relationship quality in services selling: an interpersonal influence perspective. The journal of marketing, 68-81.

Crosby, L. A., & Stephens, N. (1987). Effects of relationship marketing on satisfaction, retention, and prices in the life insurance industry. Journal of marketing research, 404-411.

Du, J., Fan, X., & Feng, T. (2014). Group emotional contagion and complaint intentions in group service failure the role of group size and group familiarity. Journal of Service Research, 17(3), 326-338.

Engelberg, E., & Sjöberg, L. (2004). Emotional intelligence, affect intensity, and social adjustment. Personality and Individual Differences, 37(3), 533-542.

 Goleman, D. (1998). Working with emotional intelligence. London: Bloomsbury Publishing.

 Goodwin, C., & Ross, I. (1992). Consumer responses to service failures: influence of procedural and interactional fairness perceptions. Journal of Business research, 25(2), 149-163.

Gountas, J., & Gountas, S. (2007). Personality orientations, emotional states, customer satisfaction, and intention to repurchase. Journal of Business Research, 60(1), 72-75.

Grandey, A. A. (2000). Emotional regulation in the workplace: A new way to conceptualize emotional labor. Journal of occupational health psychology, 5(1), 95.

Gronroos. (1992).Service management andmarketing: managing of trust inservicecompetition. M A: Lexington Books.

Guadagni, P. M., & Little, J. D. (1983). A logit model of brand choice calibrated on scanner data. Marketing science, 2(3), 203-238.

 Gupta, S. (1988). Impact of sales promotions on when, what, and how much to buy. Journal of Marketing research, 342-355.

Kahn, B. E., Kalwani, M. U., & Morrison, D. G. (1986). Measuring variety-seeking and reinforcement behaviors using panel data. Journal of Marketing Research, 89-100.

 Lewis, B. R., & McCann, P. (2004). Service failure and recovery: evidence from the hotel industry. International Journal of Contemporary Hospitality Management, 16(1), 6-17.

Lewis, B. R., & Spyrakopoulos, S. (2001). Service failures and recovery in retail banking: the customers' perspective. International Journal of Bank Marketing, 19(1), 37-48.

Liang, D., Ma, Z., & Qi, L. (2013). Service quality and customer switching behavior in China's mobile phone service sector. Journal of Business Research, 66(8), 1161-1167.

 Lin, I. H. (2006). Perceptions of service failure, service recovery strategies, and behavioral intentions of hotel guests in Orlando, Florida.

Lin, W. B. (2010). Service failure and consumer switching behaviors: Evidence from the insurance industry. Expert Systems with Applications, 37(4), 3209-3218.

Lovelock, C. H. (1983). Classifying services to gain strategic marketing insights. The Journal of Marketing, 9-20.

Manrai, L. A., & Manrai, A. K. (2007). A field study of customers’ switching behavior for bank services. Journal of Retailing and Consumer Services, 14(3), 208-215.

Maxham, J. G. (2001). Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions. Journal of Business Research, 54(1), 11-24.

Mazursky, David, Priscilla LaBarbera., & Al Aiello. (1987) . "When ConsumersS witch Brands,"Psychology and Marketing, 4, 17-30.

Miller, J. L., Craighead, C. W., & Karwan, K. R. (2000). Service recovery: a framework and empirical investigation. Journal of operations Management, 18(4), 387-400.

Odekerken-Schröder, G., De Wulf, K., & Schumacher, P. (2003). Strengthening outcomes of retailer–consumer relationships: The dual impact of relationship marketing tactics and consumer personality. Journal of business research, 56(3), 177-190.

Peters, T. (1987). Thriving on Chaos, Alfred A.

Reichheld, F. F., & Sasser, J. (1996). Zero defections: quality come to services, Harvard Bussines Review 68 (5), 105-111.

Rust, R. T., & Zahorik, A. J. (1993). Customer satisfaction, customer retention, and market share. Journal of retailing, 69(2), 193-215.

 Salovey, P., & Mayer, J. D. (1990). Emotional intelligence. Imagination, cognition and personality, 9(3), 185-211.

SHI, W. H., LIU, J. Y., & ZHANG, Y. (2011). The effect of service failure attribution on consumer complaint behavior: the mediating role of negative emotion. The Journal of China Universities of Posts and Telecommunications, 18, 169-173.

Wan, L. C., Hui, M. K., & Wyer, R. S. (2011). The role of relationship norms in responses to service failures. Journal of Consumer Research, 38(2), 260-277.

Weitz, B. A., & Bradford, K. D. (1999). Personal selling and sales management: A relationship marketing perspective. Journal of the academy of marketing science, 27(2), 241-254.

Yoon, M. H., & Suh, J. (2003). Organizational citizenship behaviors and service quality as external effectiveness of contact employees. Journal of business research, 56(8), 597-611.

 Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1993). The nature and determinants of customer expectations of service. Journal of the academy