Satisfaction (Post-recovery)

What it measures

After a service failure gets fixed, how does the customer actually feel? Four paired items measure post-recovery satisfaction.

Response Format

7-point Likert (1=strongly disagree, 7=strongly agree)

Representative items

• very negative / very positive
• frustrated / content
• bad / good
• dissatisfied / satisfied

Citation

You, Y., Yang, X., Wang, L., & Deng, X. (2020). When and Why Saying ‘Thank You’ Is Better Than Saying ‘Sorry’ in Redressing Service Failures: The Role of Self-Esteem. Journal of Marketing, 84(2), 133–150.

Keywords