In the Service Recovery Paradox,a Customer Holds the Responsible Company

question 63

True/False

In the service recovery paradox,a customer holds the responsible company in higher regard after the service than if a service failure had not occurred in the first place.

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Definitions:

Cognitive

Pertaining to the mental processes involved in gaining knowledge and comprehension, including aspects such as thinking, knowing, and remembering.

Affective

Related to emotions or feelings, influencing people's responses and behaviors towards stimuli.

Reconcile

The act of making one account consistent with another, typically by explaining differences and adjusting financial records as necessary.

Unwritten

Pertaining to norms, rules, or agreements that are understood and followed but not formally documented.