The service recovery paradox shows that:
A) when an organization recovers, it does not increase satisfaction.
B) loyalty can increase even when service is low.
C) when there is a service failure with effective recovery, loyalty can increase.
D) loyalty can increase as long as service-level performance is high.

Question

Quizplus · Accepted Answer

The service recovery paradox suggests that when a service failure is effectively addressed, customer satisfaction and loyalty can actually increase beyond the level they would have been if no failure had occurred.

The Service Recovery Paradox Shows That