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In the marketing literature, there is a great interest in learning how companies should behave after a service failure. From this perspective, different service recovery strategies have been proposed. This experimental study of the airline industry deals with this topic, indicating the benefits of carrying out, after a service failure, a financial compensation and/or an explanation based on social comparison. The results indicate when financial compensation and social comparison increase satisfaction and when they have a positive impact on different behaviour intentions (repurchase intentions, positive or negative word of mouth communication, and complaints to the company and/or third parties). There predictions on the effects of the service recovery strategies are developed on the basis of failure stability and the emotions (anger) brought on by it. [ABSTRACT FROM PUBLISHER]

The aim of this article is to explore the relationship between the type of service failure, age and the customer's negative emotions after a service failure; as well as the relationship between these emotions, the recovery strategies executed and service recovery satisfaction. The proposed model is tested on a sample of financial services customers who suffered some type of failure. The results indicate that the customer's age has a negative impact on the intensity of the negative emotions experienced after a service failure. In addition, the type of service failure (process or outcome) interacts with the age variable on its effect on these negative emotions. Finally, results also show that recovery strategies offset the negative effect of negative emotions on customer satisfaction and that a compensation strategy is more efficient if offered quickly. [ABSTRACT FROM AUTHOR]

Purpose - Due to the importance of understanding what circumstances make customer recovery programmes successful, this paper aims to study the effects of different cognitive evaluations (disconfirmation of expectations and perceived justice) and affective responses (positive and negative emotions) on satisfaction with plaint handling. Design/methodology/approach - The sample used in this study consists of 679 subjects who, over the last six months, had experienced service failures and had afterwards explained. The data were collected via personal interviews using a structured survey. Findings - The results of the study support the model and highlight the importance of the emotions experienced as a result of the plaint handling. Although these emotions have been underrepresented in the service recovery literature, our investigation shows that these emotions not only have an independent effect on customer satisfaction, after accounting for the effects of the cognitive evaluations of plaint handling, but also play a mediating role in the relationship between these cognitive variables and satisfaction. Research limitations/implications - This study examines only one service context; consequently, caution is needed when generalizing the results. Practical implications - Given the findings in this paper, identifying customers' emotions can enable service organizations to know their perceptions of the recovery and, hence, adapt service recovery strategies adequately. Originality/value - This study incorporates the disconfirmation of expectations paradigm and the dimension of informational justice into the existing models of cognitive and affective antecedents of satisfaction with plaint handling. Furthermore, this study is based on the analysis of real service failures and recovery strategies. [ABSTRACT FROM AUTHOR]

The aim of this paper is to explore the relationship between customers' negative emotions after a failure, their cognitive evaluations of the recovery process, and the overall or cumulative satisfaction in a service context. Two different constructs measure a customer's cognitive evaluations of the recovery process: disconfirmation of expectations and perceived justice. The proposed model is tested on a sample of financial service customers who suffered some type of failure. The results indicate that emotions have an indirect effect on overall or cumulative satisfaction through cognitive evaluations. [ABSTRACT FROM AUTHOR]