It has been suggested that companies should plan to disappoint customers, creating lower expectations, so they can recover and gain stronger loyalty.This has been referred to as the:
A)recovery strategy
B)recovery pre-emption
C)recovery principle
D)negative satisfaction principle
E)recovery paradox

Question

Quizplus · Accepted Answer

This strategy is known as the "recovery paradox," as it involves intentionally allowing for a disappointing experience in order to exceed customer expectations with a successful recovery effort. This can lead to stronger customer loyalty and satisfaction in the long run.

It Has Been Suggested That Companies Should Plan to Disappoint