The service recovery paradox states that all recovery service efforts deepen the long-term relationship between the customer and the service provider.

Question

Quizplus · Accepted Answer

The service recovery paradox suggests that a well-handled recovery from a service failure can result in higher customer satisfaction than if the failure had never happened, but this does not always deepen the long-term relationship and does not apply to all situations or repeated failures.

The Service Recovery Paradox States That All Recovery Service Efforts