Third party logistics are an integral part of the global economy. When a service failure occurs, it is important that the appropriate steps are taken to ensure an adequate recovery takes place. This paper examines and compares the perceived service failure remedies between third party logistics providers and shippers using the analytic hierarchy process. It outlines different recovery strategies, and different recovery attributes used in the recovery process. It then evaluates and compares which remedies are perceived more important when failures that have been grouped according to their magnitude are presented. The results give evidence for behavior intentions, preference in recovery strategies and give an insight into service recovery expectations in Taiwan.

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