Service Recovery Paradox

The Service Recovery Paradox occurs when a company's successful resolution of a service failure leads to higher customer satisfaction and loyalty than if no failure had occurred. Essentially, when a problem arises and the company addresses it effectively and promptly, customers often feel more valued and trusting than they did initially. This can result in customers appreciating the company's responsiveness, sometimes even more than if everything had gone smoothly from the start, strengthening their overall relationship with the business.