Poster: The Influence of Emotional Responses on Service Recovery Efforts

The goal of the current study is to examine the interaction between consumer emotional state and service recovery strategies on consumer outcomes. Service recovery refers to the actions firms take in response to service failure in order to satisfy customers and encourage their return. Participants were randomly assigned to either a worry or anger condition and subsequently provided with a cognitive or affective recovery. Results revealed worried participants prefer affective recoveries, while angry participants prefer cognitive recoveries