Research has shown that customers who experience a service failure will __________ their satisfaction if the service provider makes a sincere recovery effort.
A)decrease
B)increase
C)stay the same
D)lower

Question

Quizplus · Accepted Answer

Research has consistently shown that customers who experience a service failure will increase their satisfaction if the service provider makes a sincere recovery effort. This is commonly known as the service recovery paradox. By addressing the issue and making a genuine attempt to make it right, service providers can actually improve customer loyalty and satisfaction.

Research Has Shown That Customers Who Experience a Service Failure