Service recovery paradox
id:
service-recovery-paradox-298-7421887
title:
Service recovery paradox
text:
The service recovery paradox (SRP) is a situation in which a customer thinks more highly of a company after the company has corrected a problem with their service, compared to how they would regard the company if non-faulty service had been provided. The main reason behind this thinking is that successful recovery of a faulty service increases the assurance and confidence from the customer. For example, a traveller's flight is cancelled. When she calls the airline, they apologise and offer her a
brand slug:
wiki
category slug:
encyclopedia
description:
original url:
https://en.wikipedia.org/wiki/Service_recovery_paradox
date created:
date modified:
2020-05-27T20:06:49Z
main entity:
{"identifier":"Q7455791","url":"https://www.wikidata.org/entity/Q7455791"}
image:
fields total:
13
integrity:
13