The Influence of Emotional Responses on Service Recovery Efforts

Krista Hill, Bridgewater State University, USA
Jennifer Yule, Northeastern University, USA
This study examines whether the type of service recovery consumers prefer is influenced by their emotional state. 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.
[ to cite ]:
Krista Hill and Jennifer Yule (2015) ,"The Influence of Emotional Responses on Service Recovery Efforts ", in NA - Advances in Consumer Research Volume 43, eds. Kristin Diehl and Carolyn Yoon, Duluth, MN : Association for Consumer Research, Pages: 788-788.