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Measuring experienced emotions during service recovery encounters: construction and assessment of the ESRE scale

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  • Klaus Schoefer
  • Adamantios Diamantopoulos

Abstract

The role of emotions is increasingly gaining attention as a central element in understanding customer evaluations of service failure and recovery experiences. Despite the importance of emotions for service organizations, however, empirical investigations of customers’ emotional response to service recovery encounters remain scarce. A reason for this has been the absence of a valid and reliable measurement instrument for analyzing and comparing the emotions associated with different recovery experiences. Addressing this issue, the current paper presents the development and validation of a new scale specifically designed to measure experienced emotions during service recovery encounters (ESRE). The results show that the ESRE scale is a valid and reliable instrument, which should be helpful for empirically studying the role of emotional responses to service failure and recovery encounters. Copyright Springer-Verlag 2008

Suggested Citation

  • Klaus Schoefer & Adamantios Diamantopoulos, 2008. "Measuring experienced emotions during service recovery encounters: construction and assessment of the ESRE scale," Service Business, Springer;Pan-Pacific Business Association, vol. 2(1), pages 65-81, March.
    • Handle: RePEc:spr:svcbiz:v:2:y:2008:i:1:p:65-81
    DOI: 10.1007/s11628-007-0024-0
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    6. Gohary, Ali & Hamzelu, Bahman & Pourazizi, Lida & Hanzaee, Kambiz Heidarzadeh, 2016. "Understanding effects of co-creation on cognitive, affective and behavioral evaluations in service recovery: An ethnocultural analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 182-198.
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    14. Kuo, Ying-Feng & Wu, Chi-Ming, 2012. "Satisfaction and post-purchase intentions with service recovery of online shopping websites: Perspectives on perceived justice and emotions," International Journal of Information Management, Elsevier, vol. 32(2), pages 127-138.
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