An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery

For your marketing

Possible founder application

Use as a behavioral mechanism or experiment-design reference, not a direct forecast for a SaaS funnel.

Reported result

What the study found

Customer satisfaction was lower after failure and recovery—even with high recovery performance—than under error-free service.

Research question

What the authors investigated

Can service recovery restore satisfaction to the level produced by error-free service?

Design

Empirical comparison of satisfaction after service failure/recovery versus error-free service.

Sample and setting

Service customers in a failure-and-recovery context; accessible publisher abstract page does not expose sample size or industry.

Scope and transfer

Limitations to keep in view

The accessible abstract does not state sample size or setting, so transferability and statistical power cannot be assessed from the publisher page alone.

Research sources

SAGE search result for this DOI explicitly reports the lower post-failure/recovery satisfaction result. Direct publisher-page retrieval was recorded on 2026-10-09; this profile uses the publisher abstract/metadata and does not claim independent review of unavailable full text.