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Keywords: Service recovery paradox
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Journal Articles
Journal of Service Theory and Practice (2022) 32 (7): 1–13.
Published: 04 May 2022
...Andreas Edström; Beatrice Nylander; Jonas Molin; Zahra Ahmadi; Patrik Sörqvist Purpose The service recovery paradox (SRP) is the phenomenon that happens when customer satisfaction level post-service failure and recovery surpasses the customer satisfaction level achieved at error-free service...
Journal Articles
Journal of Service Theory and Practice (2015) 25 (6): 836–853.
Published: 09 November 2015
...Yin-Hui Cheng; Chia-Jung Chang; Shih-Chieh Chuang; Ya-Wei Liao Purpose – Research on the service recovery paradox (SRP) effect has indicated that after recovery from failures in customer service, customers will commonly rate their satisfaction higher than prior to the service failure. However...
Journal Articles
Managing Service Quality: An International Journal (2011) 21 (5): 511–534.
Published: 06 September 2011
...Hsin‐Hui Lin; Yi‐Shun Wang; Li‐Kuan Chang Purpose The purpose of this paper is to investigate consumer responses to online retailer service recovery remedies following a service failure and explores whether the phenomenon of the service recovery paradox exists within the context of online...
