DOAJ Open Access 2009

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

Krisztina Kolos Zsófia Kenesei

Abstrak

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.

Topik & Kata Kunci

Agriculture Regional planning

Penulis (2)

Krisztina Kolos

Zsófia Kenesei

Format Sitasi

APA MLA BibTeX

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

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Informasi Jurnal

Tahun Terbit: 2009
Sumber Database: DOAJ
DOI: 10.19041/APSTRACT/2009/3-4/14
Akses: Open Access ✓