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Purpose ‐ The aim of this study is to propose a method for assessing the service recovery performance of a manufacturing company with value-added services. Service recovery performance is assessed Estimated Reading Time: 6 mins This paper provides a view of the complexity to implement a service recovery model. The contribution is twofold. First, perspectives from the frontlines in service failure and service recovery. Through a series of studies, this thesis examines how employee and customer proactivity influence customer responses after a service failure and in service recovery. In doing so, this thesis contributes to the service recovery literature in two ways. First, by reconceptualizing service
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