THE ROLE OF EMOTIONS AND PERCEIVED CONTROL IN THE RECOVERY STRATEGY OF SERVICE COMPANIES

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The purpose of this study is to investigate the effectiveness of service recovery tactics. The research included a qualitative study based on 30 interviews with customers and employees of a telecommunication company. This was followed by a quantitative study using between subject experimental designs based on scenarios. Our research results suggest that employees’ positive emotions and perceived control during the recovery process make consumers more satisfied.

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http://hdl.handle.net/123456789/556362

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https://ageconsearch.umn.edu/record/53545/files/14_The%20role_Apstract.pdf

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University of Minnesota