Kizspy | Question: 47
(Choose 1 answer)
The "service recovery paradox" suggests that:
A. Customers are always more satisfied when a service failure occurs and is resolved compared to when no failure occurs at all.
B. Service recovery is impossible in industries with high service variability.
C. Effective service recovery can sometimes lead to higher customer satisfaction than if no service failure
had happened.D
. Companies should focus on preventing service failures rather than investing in service recovery efforts.
