...Kristen Riscinto Kozub; Martin Anthony O’Neill; Adrian A. Palmer Purpose – The purpose of this study was to investigate the service recovery experience in the luxury hotel industry by introducing emotions as a predictor of future behavioural intention and to compare traditional cognitive measures...

... that the dimension can be effective or cognitive. Therefore emotions that service receivers' experience during the service encounter should be considered, as their emotions will influence the satisfaction levels of service receivers as well as the service recovery efforts of service providers (Smith and Bolton, 2002...

...) and the following processes of service recovery by firms (SRF). Design/methodology/approach A triangular approach was used, based on interviews and a survey in the Norwegian tourism industry. This paper reports the results from the survey consisting of 3,104 customers. Findings Exploratory and confirmatory...