Kolos, KrisztinaKenesei, Zsófia2021-06-282021-06-282009-09-30Applied Studies in Agribusiness and Commerce, Vol. 3 No. 3-4 (2009) , 65-681789-221Xhttps://hdl.handle.net/2437/317902The purpose of this study is to investigate the effectiveness of service recovery tactics. The reseach included a qualitative study based on 30 interviews with customers and employees of a telecommunication company. This was followed by a quantitative study using between subject experimental designs based on scenarios. Our research results suggest that employees’ positive emotions and perceived control during the recovery process make consumers more satisfied.application/pdfservice recoveryjustice theoryservice failurecustomer satisfactionfolyóiratcikkOpen AccessUniversity of Debrecen, Faculty of Economics and Business, Hungaryhttps://doi.org/10.19041/APSTRACT/2009/3-4/14Applied Studies in Agribusiness and Commerce3-43APSTRACT1789-7874