How many failures can a service firm commit before the recovery paradox is wiped out?
A)One failure
B)Two failures
C)Three failures
D)Four failures
E)Five failures

Question

Quizplus · Accepted Answer

The recovery paradox states that customers may be even more satisfied and loyal after experiencing a service failure that has been properly addressed and resolved. However, this paradox only holds true for one failure. If a service firm continues to commit multiple failures, it will eventually erode customer trust and loyalty, and the recovery paradox will no longer apply. Therefore, the best choice is A) One failure.

How Many Failures Can a Service Firm Commit Before the Recovery