The impact of service failures on businesses whenever they occur cannot be overemphasized. Recovery strategies however, have been put forward over the years by researchers as remedies. The limitations of these strategies evidenced from past studies calls for a multidimensional approach to exploring the rationale behind the often experienced ineffectiveness where focusing on the customers perspective becomes inevitable. This research tries to investigate whether customers’ personality traits of Neuroticism, Extraversion and Agreeableness determine their varying responses to recovery remedies (apology, compensation and refund) put forward by firms during service failure. Customers of the fou
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