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

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.


Issue Date:
2009
Publication Type:
Journal Article
PURL Identifier:
http://purl.umn.edu/53545
Published in:
APSTRACT: Applied Studies in Agribusiness and Commerce, Volume 04, Number 3-4
Page range:
65-68
Total Pages:
4
Series Statement:
3-4




 Record created 2017-04-01, last modified 2017-08-22

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