Kim, Jonghyeong; Du, Wenxuan; Youn, Hyewon - In: Asia Pacific Journal of Marketing and Logistics 34 (2021) 3, pp. 437-453
Purpose: The service recovery paradox (SRP) refers to a particular effect whereby an excellent recovery can turn angry and frustrated customers into loyal ones. Researchers who have studied the SRP have reported mixed findings, with some providing evidence in its support and others not finding...