| 其他書名 | The Antecedents and Consequences of Politeness in a Complaint Handling Setting |
| 出版 | Univ. Libre de Bruxelles, Solvay Brussels School of Economics and Management, Centre Emile Bernheim, 2015 |
| URL | http://books.google.com.hk/books?id=fUiRzgEACAAJ&hl=&source=gbs_api |