Abstract
The purpose of this study is to investigate the effect of performing arts service failure types on service recovery and the mediating effects of cognitive response and emotional response compensation between them. 312 subjects who experienced performing arts service failure within 5 years were the study subjects, and SPSS 26.0 and AMOS 26.0 statistical programs were used for analysis. As a result of the study, it was found that among the failure types of performing arts service, human failure had an effect on cognitive response compensation and emotional response compensation, respectively. In addition, the mediating effect of cognitive and emotional compensation in the relationship between human failure and service recovery was confirmed. The conclusion of this study explained the importance of compensation plans when human failure occurred during performing arts services and suggested a compensation manual for service recovery.
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