The ____________ refers to the sometimes-observed effect that customers who experience a service failure and then have it resolved to their full satisfaction are more likely to make future purchases than are customers who have no problem in the first place.
A)referent renewal paradox
B)referent contribution paradox
C)referent acquisition paradox
D)service recovery paradox
E)service renewal paradox

Question

Quizplus · Accepted Answer

The term described in this question is the service recovery paradox, which is the phenomenon that customers who experience a service failure that is then effectively resolved may actually become more loyal than customers who had no problem to begin with. This paradox highlights the opportunity for businesses to turn a negative customer experience into a positive one through effective service recovery.

The ____________ Refers to the Sometimes-Observed Effect That Customers Who