摘要：The positive effects of service recovery and customer satisfaction are well documented in literature.(Spreng, Harrell, and Mackoy 1995, Hess 2003, McCole, Patrick,2004, Maxham III 2001; Swanson and Kelley 2001).However researchers argue that a satisfactory recovery varies according to a range of relational factors like consumers' relational recovery expectations(Anderson and Sullivan 1993).The question remains as to why one or more recovery initiatives (e.g., apology, empathy, compensation, replacement, process control, timeliness, assurance of no recurrence) are indispensable in one situation but pointless in another.
关键词：Influence of Culture;Literature Review;Service Recovery
