Author(s)

Jiao Yabing

Corresponding Author

Jiao Yabing

Abstract

This study is to explore the influence of employees' remedial intention on service recovery. In the case of service recovery behavior, organizational identification and employee psychological empowerment will affect employees' willingness to service remedies. Through the positive service recovery intention and service recovery behavior of employees, it positively affects the performance of service recovery and achieves customer satisfaction.

Keywords

Service recovery; customer satisfaction