Two diners complain about a restaurant's slow service but are delighted to be given a free bottle of wine and canapés to make the wait less tedious. In the end, they thoroughly enjoy their evening. In terms of services marketing, what is this a good example of?

Question

Quizplus · Accepted Answer

This is a good example of service recovery, where the restaurant takes action to correct a problem after a service failure, in this case, slow service, and turns the situation around to ensure customer satisfaction.

Two Diners Complain About a Restaurant's Slow Service but Are