A florist had promised to have the bridal flowers delivered to the wedding rehearsal dinner by 6 p.m.Because of vehicle problems,the flowers did not arrive until the meal was nearly over and the bride and her mother were very upset.To show how sorry he was for the poor service,the florist put extra flowers in the bridal bouquet and gave each mother and grandmother a free orchid corsage.The bride and her mother were extremely pleased with the extra flowers and have recommended the florist to a number of their friends.The florist is wondering if he shouldn't deliberately underdeliver other jobs,compensate the consumer with some upgrade and benefit from even more positive feedback.The florist is responding to the:

Question

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The florist is responding to the service recovery paradox, which refers to the phenomenon where a customer who has had a service problem resolved to their satisfaction may become more loyal than a customer who never had a problem at all. The florist compensated for the poor service by providing extra flowers and free corsages, leading to positive feedback from the bride and her mother. However, deliberately underdelivering other jobs is not a sustainable or ethical solution.

A Florist Had Promised to Have the Bridal Flowers Delivered