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.