The triadic interaction relationship among online platform, service providers, and customers makes the situation more complicated after service failures occur, and the effectiveness of service recovery in this scenario deserves more attention.Warmth and competence are two important indicators of frontline employees'' behavioral performance. The influence mechanism of service recovery in the online platform ecosystem is examined from two perspectives: employees'' behavioral performace and relationship quality.The results show that the relationship quality between customers and service providers, and between customers and online platforms is positively affected by high warmth and low competence of service providers’ employees. The relationship quality between customers and online platforms is positively affected by the relationship quality between customers and service providers. The customers’ willingness to forgive the online platforms is positively affected by the relationship quality between customers and online platforms.The above findings are helpful to enrich the service recovery theory, explore the antecedents of customer forgiveness intention in the online platform ecosystem, and guide the improvement of the management of service providers and the maintenance of customer relationships on the tourism platform.