Service Recovery Paradox¶
de Matos, C. A., Henrique, J. L., & Alberto Vargas Rossi, C. (2007). Service Recovery Paradox: A Meta-Analysis. Journal of Service Research.
Cited by¶
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Domain-specific¶
- Service Recovery Paradox
- The service recovery paradox is the contingent empirical finding in services marketing and customer-experience research that a customer who experiences a service failure and then receives an unusually effective recovery may end up more satisfied than a customer who experienced no failure at all — an effect the meta-analytic evidence finds on satisfaction but not on repurchase intention or word of mouth
This sourceA significant cumulative effect of the recovery paradox on satisfaction, but not on repurchase intention or word of mouth. A meta-analysis finding the paradox's effect on satisfaction significant overall but varying across studies with design, subject type and service category. Severity of the failure, prior failure with the firm, stability of the cause and perceived control had been tested in too few studies to be coded as moderators.
SupportedVerified against the source
- The service recovery paradox is the contingent empirical finding in services marketing and customer-experience research that a customer who experiences a service failure and then receives an unusually effective recovery may end up more satisfied than a customer who experienced no failure at all — an effect the meta-analytic evidence finds on satisfaction but not on repurchase intention or word of mouth
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