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 any such evidence. To address this discrepancy, this study aims to investigate the SRP.

Design/methodology/approach

This study re-examined the phenomenon of the SRP with a field study and provided further evidence in a subsequent experimental study in which the failure and recovery conditions were carefully manipulated.

Findings

The results of this study suggest that the SRP was observed in neither the field study nor the scenario experiment.

Practical implications

This study can influence the current service management of restaurants with regard to service failures in several ways.

Originality/value

This research is a pioneering effort to examine the SRP by conducting both a field study and a scenario experiment.

中文翻译：

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重新审视餐饮业的服务恢复悖论

目的

服务恢复悖论 (SRP) 是指一种特殊的效果，即良好的恢复可以将愤怒和沮丧的客户变成忠诚的客户。研究 SRP 的研究人员报告了不同的发现，其中一些提供了支持它的证据，而另一些则没有找到任何此类证据。为了解决这种差异，本研究旨在调查 SRP。

设计/方法/方法

本研究通过现场研究重新检验了 SRP 现象，并在随后的实验研究中提供了进一步的证据，在该实验研究中仔细控制了故障和恢复条件。

发现

这项研究的结果表明，在实地研究和情景实验中都没有观察到 SRP。

实际影响

这项研究可以通过多种方式影响餐馆当前的服务管理。

原创性/价值

这项研究是通过进行实地研究和情景实验来检验 SRP 的一项开创性工作。