This paper examined the effects of consumers' cognitive and emotional responses to complaint compensation on the recovery of repurchase and word-of-mouth intentions. The findings of the study are as follows. First, consumers' cognitive and emotional responses to compensation operate through independent systems. When consumers received compensation that stimulated cognitive responses, strong recovery of cognitive evaluation elements was observed. However, recovery of emotional elements was minimal. Additionally, when consumers received compensation that stimulated emotional responses, strong recovery of emotional elements was observed, while recovery of cognitive evaluation elements was minimal. Even when consumers received a combination of cognitive-response-stimulating and emotional-response-stimulating compensation, the effect was similar to that of emotional-response-stimulating compensation alone. Furthermore, consumers' emotional recovery was found to have a greater influence on repurchase and word-of-mouth intentions than the recovery of cognitive evaluation elements. The results of this study demonstrate that in the domain of consumer compensation, emotional elements can exert a stronger influence than cognitive elements.