An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery
通过情景实验研究服务失败与补救后顾客满意度的影响因素，发现即使补救表现良好，顾客满意度仍低于无差错服务，说明避免失败优于补救。
Relatively little research has addressed the nature and determinants of customer satisfaction following service failure and recovery. Two studies using scenario-based experiments reveal the impact of failure expectations, recovery expectations, recovery performance, and justice on customers’ postrecovery satisfaction. Customer satisfaction was found to be lower after service failure and recovery (even given high-recovery performance) than in the case of error-free service. The research shows that, in general, companies fare better in the eyes of consumers by avoiding service failure than by responding to failure with superior recovery.