Final answer:
Service recovery, or FPOC, aims to correct a service failure such as an IFE failure in an airline context by providing apologies, explanations, and compensation to affected customers.
Step-by-step explanation:
Service recovery, often referred to as First Point of Contact (FPOC), is typically a strategy used in customer service to address service failure and rectify the situation to the customer's satisfaction. In the context of In-Flight Entertainment (IFE) failure, service recovery could involve various actions such as offering apologies, explanations, and compensation like a free service on a future flight or travel vouchers. The goal of service recovery is to mitigate the inconvenience experienced by the passenger and potentially rebuild trust and maintain customer loyalty.