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CRACKING THE SERVICE RECOVERY PARADOX: ANALYZING THE ROLE OF SERVICE ENCOUNTERS AND CONTEXT

ENCOUNTERS AND CONTEXT · Dr. Vishal Pandey

Журнал Менеджмент и экономика · 03 · 29-38 · 2026

Аннотация

The service recovery paradox, a phenomenon wherein customers express higher satisfaction following service failure resolution than if no failure had occurred, has been a subject of intrigue and debate in service management literature. This study delves into the intricate dynamics of this paradox by investigating the influence of service encounters and contextual factors. Through empirical analysis and qualitative inquiry, we explore the conditions under which the service recovery paradox emerges and its implications for service providers striving to enhance customer satisfaction and loyalty.

Доказательный фрагмент

«The service recovery paradox, a phenomenon wherein customers express higher satisfaction following service failure resolution than if no failure had occurred, has been a subject of intrigue and debate in service ma…»

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The service recovery paradox, a phenomenon wherein customers express higher satisfaction following service failure resolution than if no failure had occurred, has been a subject of intrigue and debate in service ma… Полный текст публикации CiteX не хранит — доступ к первоисточнику открывается по DOI согласно лицензии издателя и выбранному плану.

doi.org/10.55640/jme-03-10-02
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Журнал
Страна
Узбекистан
Ключевые слова
Service Recovery Paradox, Service Abstract: The service recovery paradox, Contextual Factors, Service Failure Resolution
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