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In the public service, perceived quality of employee and perceived quality of facility and customer satisfaction have association with WOM in deeply. In this study we focus in customer perceived importance for service recovery rather failure itself in service. Different failure and impact of client’s perception would generate varied outcome afterward. Perceived quality of facility, perceived quality of employee and customer satisfaction have association with WOM in the public service entity. This study investigated the relationship between perceived quality of facility and perceived quality of employee on customer satisfaction and also customer satisfaction on WOM. Add a moderator in the research model, perceived importance of service failure recovery act as a moderator to examining the relationship between customer satisfaction and WOM. This study received the valid data from 290 respondents who live in Bor-Undur city in Mongolia. There are some findings from the outcomes of this study, as previous literatures mentioned that significant relationship between perceived quality of employee and customer satisfaction WOM are supported. The meaningful finding is that perceived importance of service failure recovery does not demonstrate the influence of moderating on the constructs of customer satisfaction and WOM. We discuss the implication of these test outcomes for future study practice.

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