Service recovery is the effort an organization expends to win back customer goodwill once it has been lost due to service failure.

Question

Quizplus · Accepted Answer

Service recovery is indeed the effort an organization makes to regain customer satisfaction and trust after a service failure or a problem with their product or service. It involves acknowledging the issue, apologizing, taking prompt action to fix the problem, and potentially offering some form of compensation or gesture of goodwill to restore the customer's faith in the company. Effective service recovery can turn a dissatisfied customer into a loyal one and even generate positive word-of-mouth recommendations.

Service Recovery Is the Effort an Organization Expends to Win