Do Not Chase the Service Recovery Paradox
Explain why the service recovery paradox is a limited effect and not a strategy target.
The paradox is a possibility, not a playbook. A customer can sometimes feel better after a strong recovery than after an uneventful experience. But that outcome depends on conditions that are easy to overestimate and hard to reproduce at scale. When the paradox is more plausible The failure is limited, the company is not clearly negligent, the response is fast, and the remedy feels fair. In those cases, recovery can reassure the customer that the company is trustworthy under pressure. Why the myth gets overused Leaders remember the rescue stories because they are vivid. They forget the silent attrition from…
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