由於要完全地移除服務失誤及錯誤是不可能，因此，有效的處理消費者對於服務失誤的反應在高度競爭的市場中變得相當重要。好的補救能夠改變生氣，加強消費者的滿意度和阻止消費者背叛。此外，有效的補救可以維持消費者的忠誠或促使消費者的滿意度高於先前失誤的水準。這種現象通常解釋為補救矛盾。相反的，拙劣的補救可能加速惡化經過失誤後很低的消費者滿意度。這種情況我們定義為雙重偏差。

根據過去研究顯示，有許多的服務失誤因素會影響消費者的滿意度。在這些影響因素中，因果歸因、負向情緒和失誤的嚴重性是較受到關注的。然後，因果歸因(穩定性和控制性)在失誤的嚴重性及負向情緒上的影響是較少被討論。除此之外，本研究首次使用失誤的嚴重性作為前置因子以影響負向情緒。本研究採用實驗設計的方式，探討由不同程度的失誤穩定性及失誤控制性所組成的四種情境對失誤嚴重性、負向情緒及補救前滿意度之研究，並以有效及無效補救程度為干擾變數來探討其干擾效果。

研究結果指出因果歸因對失誤的嚴重性及負向情緒有正向之影響。另外，失誤的嚴重性會對負向情緒產生正向的影響。最後，有效和無效的補救效果的確會對消費者補救前及補救後的滿意造成干擾效果。

It is impossible to eliminate service failures or mistakes completely; therefore, the effective management of consumer responses to service failure becomes very important in the highly competitive market. A good recovery can turn angry, enhance customer satisfaction and prevent customer defection. Moreover, an effective recovery will maintain customer loyalty or move customer satisfaction above its pre-failure level. The phenomenon is often referred to as the “Recovery Paradox”. On the contrary, a poor recovery may exacerbate low customer satisfaction following a failure. This situation is defined a “Double Deviation”.
According to previous studies, there are many factors linked to service failures that will affect consumer satisfaction. Among these factors causal attributions, negative emotions and failure severity have received significantly higher attention. However, the impact of causal attributions (stability and control) on failure severity and negative emotion are rarely been discussed. This study firstly examines how severity of failure as an antecedent variable to effect negative emotion. In this study, we used experimental design to discuss whether the stability of failure and control of failure will have influence on severity of failure and negative emotion. The 2 (stability: high and low) × 2 (control: high and low) model was conducted to analyze hypotheses and used effective/ineffective recovery as moderating variables.
The results of this study indicated that causal attribution positively influenced severity of failure and negative emotion. Besides, the effects of failure severity have significantly positive impact on negative emotion. Finally, moderating effect of effective and ineffective recovery on pre-recovery satisfaction and post-recovery satisfaction indeed existed.

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