An empirical investigation of customer satisfaction after service failure and recovery
Two scenario experiments led by Michael McCollough found customer satisfaction lower after a service failure and recovery, even an excellent recovery, than after error-free service, leading the authors to conclude that avoiding failure serves companies better than superior recovery.
Two scenario experiments led by Michael McCollough found customer satisfaction lower after a service failure and recovery, even an excellent recovery, than after error-free service, leading the authors to conclude that avoiding failure serves companies better than superior recovery.
Written from the abstract read 2026-10-11.
What our sources record
Reproduced as it was written when this source was checked, figures and all.
McCollough, M. A., Berry, L. L., & Yadav, M. S. (2000). 'An empirical investigation of customer satisfaction after service failure and recovery.' Journal of Service Research, 3(2), 121-137. doi:10.1177/109467050032002.