Kizspy | Question: 47
(Choose 1 answer)
Which of the following is NOT true about the service recovery paradox?
A. Customers who experience a service failure that is satisfactorily resolved may be more likely to make
future purchases than customers without problems.
B. The service recovery paradox would be cost-effective for the firm.
C. If a second service failure occurs, the paradox will disappear.
D. The severity and "recoverability" of failure may limit the firm's ability to delight customers with recovery
efforts.
E. The best strategy for firms is "Do it right the first time."
