Customer satisfaction with service recovery

Abstract

This commentary is about the article, "Satisfaction with Service Recovery: Perceived Justice and Emotional Responses" (Rio-Lanza, Vázquez-Casielles, and Diaz-Martin, this issue). Never before have so many services been bought, sold, and consumed as they are today. Competition today is fierce. More and more services include a technology component that may limit customer/employee contacts and make services more complex. Retaining customers, therefore, becomes a very relevant issue that makes Rio-Lanza et al.'s research important. Researchers in service management have studied service recovery considerably. This article describes some of the general trends in research about customer satisfaction in connection to service recovery as well as Rio-Lanza et al.'s contribution.