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

  65-68

  Krisztina Kolos

  Zsófia Kenesei

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  136

  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.