The _______ suggests an initially disappointed customer who has experienced good service recovery might be even more satisfied and loyal as a result.
A) Baker's dozen paradigm
B) Recovery paradox
C) Halo effect
D) Service dilemma
E) Service quandary

Question

Quizplus · Accepted Answer

The recovery paradox suggests that an initially disappointed customer who has experienced good service recovery might be even more satisfied and loyal as a result. This phenomenon happens because customers appreciate the effort made by the company to correct the problem and meet their needs. Therefore, they reward the company with increased loyalty and positive word of mouth.

The _______ Suggests an Initially Disappointed Customer Who Has Experienced