Articles
The role of emotions and perceived control in the recovery strategy of service companies
Published:
2009-09-30
https://doi.org/10.19041/APSTRACT/2009/3-4/14
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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
Abstract
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.
