Vol. 3 No. 3-4 (2009)
Articles

The role of emotions and perceived control in the recovery strategy of service companies

Published September 30, 2009
Krisztina Kolos
Corvinus University Budapest, Marketing Department
Zsófia Kenesei
Corvinus University Budapest, Marketing Department
pdf

APA

Kolos, K. ., & Kenesei, Z. . (2009). The role of emotions and perceived control in the recovery strategy of service companies. Applied Studies in Agribusiness and Commerce, 3(3-4), 65–68. https://doi.org/10.19041/APSTRACT/2009/3-4/14

The purpose of this study is to investigate the effectiveness of service recovery tactics. The reseach 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.