Abstract: In the research of customer service recovery satisfaction,this paper intr oduces emotional variables,proposes a research model including service failure and service recovery as an entire process,adopts scenario simulation method in the empirical study.The study shows that customer service recovery satis faction is affected by their post-service recovery emotion instead of their initialemotion.Customers' positive emotion after service recovery has significantly positive impact on their service recovery satisfaction. Customers' externally at tributed negative emotion after service recovery has significantly negative impact on their service recovery satisfaction.

Key words: service recovery, customers’emotion, service failure, customer satisfaction, positive emotion, exter nally at tributed negative emotion