Service failure, when properly handled through service recovery, does not necessarily impact customer satisfaction.

Question

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When service failure is properly handled through service recovery, it can actually have a positive impact on customer satisfaction. Effective service recovery can help to resolve the issue, show that the company values the customer's business, and even create a stronger relationship between the customer and the company. However, if service failure is not handled properly or the service recovery is inadequate, it can lead to further dissatisfaction and potentially even loss of the customer's business.

Service Failure, When Properly Handled Through Service Recovery, Does Not