Modeling Structure of Customer Satisfaction with Service Recovery

The research results from the attribution theory, equity theory and expectation theory in service recovery have heavy impacts on understanding customer satisfaction with service recovery performance. In this work, the causal relations among these theories are analyzed with influence diagram. Finally a new customer satisfaction mode of service recovery is proposed with the combination of structural equation modeling method. Empirical evidences show that the new model provides a rational method in analyzing customer satisfaction with service recovery, and it is also a helpful tool for service provider in controlling the service recovery quality.