A design of the internal service recovery process system

Service recovery is an important area within the services sector. Prior research on service recovery has tended to focus on external service recovery to meet external customer, rather than on internal service recovery to meet internal customer. Based on the Internal Marketing theory, according to the Service Profit Chain theory, highly satisfied employees can create satisfied customers, this paper establishes the internal service recovery process system. This system is helpful to improve the internal service quality and eliminate individual or most employees´ negative affectivity, then employees´ highly positive affectivity will create satisfied customers and improve profits.