EXPLORING THE SERVICE RECOVERY PARADOX

@inproceedings{Michel2002EXPLORINGTS,
  title={EXPLORING THE SERVICE RECOVERY PARADOX},
  author={Stefan Michel},
  year={2002}
}
Service recovery paradox refers to situations where satisfaction of recovered customers actually e xceeds that of customers who have not encountered any problems with the initial service. The gro wing debate on the existence of a service recovery paradox has not yet reached a conclusion. Based on interviews with more than 11,000 customers of a bank, our results lead to the conclusion that a very satisfying initial service is what is most preferred. Nevertheless, a very good service r ecovery… CONTINUE READING