Jun Luo and Weiguo Zhang. and Dabin Qin, The Service Failure and Recovery in the Information Technology Services. journal = {International Journal of Economics and Management Engineering}, [online]. World Academy of Science, Engineering and Technology. June 2010, vol. 42(6). 1030 - 1034 [viewed 19 March 2024]. Available from: https://publications.waset.org/pdf/12733.