Service failures and recovery strategies in the service sector. Pre-recovery emotions and post-recovery satisfaction in service failure situations

      Аннотация: The topic 'Service failures and recovery strategies' has become increasingly relevant nowadays - which is exactly what this research has been influenced by. This academic work is about the impact of perceived justice in service failure situations in the service sector. Since not only our emotions are important in the event of service failure, this research also focuses on exploring other variables, such as brand love and customer involvement, and reveals their influence over the relationship between pre-recovery emotions and post-recovery satisfaction. The work starts with an introduction to the topic, followed by a literature review section where the research framework is explored in detail. Since this is a quantitative research, it is based on primary data collected via online surveys among people from different cultures. A non-sampling technique has been used to select a convenience sample. The research finishes with a discussion of the hypotheses testing, followed by a conclusion section. Overall, the research results and findings provide important implications for service businesses in the event of service failure.

Ключевые слова: service failure, Recovery, Strategy, Finance, Service Sector