The service recovery paradox: justifiable theory or smoldering myth?
Role-play experiments led by Vincent Magnini found the service recovery paradox most likely when the failure was not severe, the customer had no prior failure with the firm, the cause seemed unstable, and the company seemed to have little control over it.
Role-play experiments led by Vincent Magnini found the service recovery paradox most likely when the failure was not severe, the customer had no prior failure with the firm, the cause seemed unstable, and the company seemed to have little control over it.
Written from the abstract read 2026-10-11.
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Reproduced as it was written when this source was checked, figures and all.
Magnini, V. P., Ford, J. B., Markowski, E. P., & Honeycutt, E. D. (2007). 'The service recovery paradox: justifiable theory or smoldering myth?' Journal of Services Marketing, 21(3), 213-225. doi:10.1108/08876040710746561.