Reference no: EM132739629

A customer takes his family to an adventure amusement every other year. One year, he books a package including a hotel and tickets. The family arrives at the hotel in the late afternoon and wants to see an evening performance- that last one before the act goes to Europe. But no one at the hotel has their tickets, and the ticket offices are closed. The family visits the Customer Service Representative at the park, who immediately provides four passes for that evening. After he gets home, the customer writes a letter, thanking the adventure amusement for the way the incident has been handled and suggesting that the hotel ticket office stay open later to avoid frustration in the future. In response, he receives an apology and four 7-day admission tickets worth $750. He is delighted. A few weeks later, he receives a full refund for the tickets they had bought for the trip - since their experience had been less than wonderful, the company wanted to refund their money. The customer is elated - even more, happy than he would have been if there had been no error in the first place. The recovery paradox refers to which phenomenon?

a. Customers who experience service failure and complain are more likely to be high-value customers

b. The more a customer complains, the better service they receive

c. The more a customer complains, the more valuable they are to the organization

d. Customers who experience service failure can become more loyal to the organization than they were before if they experience excellent service recovery