In an article just published in Hotelexecutive.com, Simon Hudson
discusses the service recovery paradox. Some researchers have suggested that
customers who are dissatisfied, but experience a high level of excellent
service recovery, may ultimately be even more satisfied and more likely to
repurchase than those who were satisfied in the first place. This idea has
become known as the service recovery paradox. Simon’s article discusses the
paradox and reports on a research study conducted in Spain, where he (in
partnership with researchers at the University of Las Palmas de Gran Canaria) found that hotel customers who had
experienced a recovery encounter, did indeed perceive a higher level of service
quality. But given the mixed opinions on the extent to which the recovery
paradox exists, Simon suggests that ‘doing it right the first time’ is still
the best and safest strategy in the long run. See the full article at:
