H5: Service recovery expectation has a negative influence on consumer emotions after the
service recovery.
Regarding perceived service recovery performance, if a customer perceives that a firm provided
superb service recovery to compensate for a failure, certain positive emotions such as happiness and
pleasure may be increased (at the same time negative emotions from the failure may be decreased). Hence,
the sixth hypothesis is:
H6: Perceived service recovery performance has a positive influence on consumer emotions
after the service recovery