The _______ Suggests an Initially Disappointed Customer Who Has Experienced

question 74

Multiple Choice

The _______ suggests an initially disappointed customer who has experienced good service recovery might be even more satisfied and loyal as a result.

• A) Baker's dozen paradigm
• B) Recovery paradox
• C) Halo effect
• D) Service dilemma
• E) Service quandary

---

Definitions:

Upside-Down Image

Refers to the way images are projected onto the retina in the eye, which the brain then interprets and flips to the correct orientation.

Retina

The light-sensitive layer of tissue at the back of the inner eye that converts light images into nerve signals sent to the brain.

Optic Disks

The point in the eye where the optic nerve connects to the retina, lacking photoreceptors, and creating a blind spot.

Ganglion Cells

Neurons located in the retina that receive visual information from photoreceptors and transmit it to the brain.