Answer:The service recovery paradox (SRP) 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 they would regard the company if non-faulty service had been provided.
The service recovery paradox (SRP) occurs when a customer's level of satisfaction after a service failure followed by successful service recovery is higher than if the initial service had been error-free to begin with (Figure 1), given a legitimate service failure in which the organization is at fault.
Step-by-step explanation:
The main reason behind this thinking is that successful recovery of a faulty service increases the assurance and confidence from the customer.