Microsoft Word 2007 ichrie conference Proceedings Final-Final 06-06-07. doc

METHODOLOGY 
A quasi experiment was conducted to examine effects of nonverbal behavior, in this case eye contact and 
open/closed body posture, on customers’ evaluation of service personnel’s affective qualities in a service recovery 
situation and on customers’ recovery emotions and their behavioral intentions. A questionnaire based on a scenario 
was developed for this purpose. Respondents were instructed to put themselves in the presented situation and asses 
how they would feel and act. More specifically, the scenario presents a situation in which the customer checks-in a 
hotel room where the shower malfunctions. Instead of phoning the reception, the customer decides to talk with the 

---