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

Authors
Disciplines
  • Communication
  • Design

Abstract

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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