The purpose of this study is to find out the multi-dimensional natures of
satisfaction with service recovery that could revise the customer's dissatisfaction level.
The new developed 6 dimensions of airline service recovery were introduced as the
empirical method measuring the post-recovery satisfaction of complaining passengers.
The Major finding of this study were as follows: After service failure, effective
efforts and recovery procedures could increase the satisfaction of customer, and
furthermore the concept and emotional status of dissatisfied customer could be revised
to the good direction. The newly developed service recovery dimensions were founded
to be effective in recovering the customer's negative emotional status caused by
service failure. So it is really important to invent more effective dimensions for
service recovery and to build the airlines service recovery system. And the fact that
each service recovery dimension should be used properly to the situation, should be
recognized clearly to service firm.