Successfully fixing a problem with a defective product may lead to higher consumer satisfaction than in the case where no problem occurred at all.
Service recovery is, according to Fitzsimmons, a "Service recovery converting a previously dissatisfied customer into a loyal customer." It is the action a service provider takes in response to service failure. By including also customer satisfaction into the definition, service recovery is a thought-out, planned, process of returning aggrieved/dissatisfied customers to a state of satisfaction with a company/service.
The service recovery paradox is a situation in which a customer thinks more highly of a company after the company has corrected a problem with their service, compared to how he or she would regard the company if non-faulty service had been provided.
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Idioms, Fallacies, and Paradoxes
RandomAll definitions are 100% written by Wikipedia, not my own words.
