OGUNODE Philips Olatunde
Department of Marketing
The Federal Polytechnic Ado-Ekiti, Ekiti State, Nigeria
ogunode_po@fedpolyado.edu.ng
ODIWO Williams Omokudu
Department of Business Administration
Edo State University Uzairue, Nigeria
odiwo.williams@edouniversity.edu.ng +234(0)8075635789
Orchid ID: https://orcid.org/0000-0003-0621-1549
ABSTRACT
This study is on service recovery and post recovery satisfaction: the mediating role of emotion. The study was
anchored on justice theory. The unit of analysis comprise airline customers in South-West Nigeria. Structural Equation Modelling (SEM) with the aid of SPSS version 22.00 was used for data analysis. The findings show that positive emotion has significant influence on post recovery satisfaction while negative emotion did not. It was thus recommended that Airline managers and operators in the study area should always carry out proper planning in their operations. Sound planning is a necessary input to sound decision-making, which informs putting in place appropriate strategies and policies at the appropriate times in order to address service failure and improve service delivery. In the main, the study concludes that perceived justice of service recovery has significant influence on post recovery satisfaction in South-West Nigeria
Keywords: Distributive, procedural, interactional, positive emotion, negative emotion