Figure 1
The figure shows an oval labeled “Employee Emotional Competence” at the bottom left. From “Employee Emotional Competence”, two arrows rise. The first arrow rises upward and is labeled “H 2”, pointing to an oval at the top labeled “Recovery Satisfaction”. The second arrow extends rightward and is labeled “H 1”, pointing to an oval at the bottom right labeled “Customer Emotional Attachment”. From “Recovery Satisfaction”, a downward arrow labeled “H 3” points to “Customer Emotional Attachment”. At the top left, an oval labeled “Failure Severity” is present with a downward arrow labeled “H 5” pointing toward the “H 2” arrow. At the bottom, a note reads “H 4: Mediation effect”.Theoretical framework