The service recovery paradox: true but overrated?

Michel (2008) · International Journal of Service Industry Management · Read the paper

Stefan Michel and Matthew Meuter analysed more than 11,000 customer interviews in banking. The service recovery paradox was a rare event and the differences, while significant, were not very large. The authors conclude that the paradox does not make poor service followed by excellent recovery a viable strategy.

Stefan Michel and Matthew Meuter analysed more than 11,000 customer interviews in banking. The service recovery paradox was a rare event and the differences, while significant, were not very large. The authors conclude that the paradox does not make poor service followed by excellent recovery a viable strategy.

Written from the abstract read 2026-10-11.

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doi:10.1108/09564230810891897. More than 11,000 customer interviews in banking.