The purpose is to provide basic data to develop a service strategy that increases satisfaction by presenting whether service recovery fairness has a structural impact on customer emotion, customer satisfaction, and gender moderating effects. First, the four sub-factors of service recovery fairness were analyzed to have a significant positive (+) effect on positive emotions, and distribution fairness and interpersonal fairness were partially adopted as having a significant negative (-) effect on negative emotions. Second, positive emotions had a significant positive (+) effect on customer satisfaction, but negative emotions did not affect it, so they were partially adopted. Third, as a result of comparing the free model and the constraint model, only distribution fairness showed a moderating effect, men showed higher positive emotions than women in interpersonal fairness, and women showed higher positive emotions than men in customer satisfaction. Due to the nature of the service, it is necessary to systematically prepare a recovery strategy that can continuously improve customers' disability experiences by gender and increase customer satisfaction through communication with various information such as rapid and appropriate compensation and re-service provision.