Abstract
The study investigates the impact of service recovery on word of mouth, customer trust and customer loyalty in public sector organizations of Pakistan (Pakistan Post, Pakistan Railways and Pakistan International Air Lines). This study employed a quantitative method approach to collect and analyse the data collected through a survey questionnaire. The study sample population comprised 300 customers from three chosen public sector organisations in the twin cities Rawalpindi/Islamabad in Pakistan. The data was analysed through the SPSS and AMOS software and data was analyzed through regression, correlation and mediation analysis. The findings show that there exists a positive relationship between service recovery, customer satisfaction, word of mouth, customer trust, customer loyalty. Further, customer satisfaction contributes in developing a positive association between service recovery and word of mouth, customer trust and loyalty. Keywords: Service recovery, Customer satisfaction, Customer loyalty, Customer trust, Word of mouth
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