The Role of Emotions and Relationship Quality in Service Failure and Recovery

This paper examines take the concept of service failure and recovery from the consumer behavior area and takes into the business-to-business setting. Specifically, we look the role of emotions in both service failure and service recovery in business-to-business relationships. We also look at the moderating impact of relationship quality. We hypothesize that the quality of the relationship in industrial settings is a double-edged sword and that there are strategies on how to best respond to service failures.


Maureen Muller-Kahle and Mahesh Gopinath (2009) ,"The Role of Emotions and Relationship Quality in Service Failure and Recovery", in AP - Asia-Pacific Advances in Consumer Research Volume 8, eds. Sridhar Samu, Rajiv Vaidyanathan, and Dipankar Chakravarti, Duluth, MN : Association for Consumer Research, Pages: 373-373.


Maureen Muller-Kahle, Old Dominion University, USA
Mahesh Gopinath, Old Dominion University, USA


AP - Asia-Pacific Advances in Consumer Research Volume 8 | 2009

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