Final answer:
A customer who experienced a well-handled service recovery tends to be more loyal than those who never faced an issue, because it reflects the company's dedication to customer satisfaction and can result in positive word-of-mouth.
Step-by-step explanation:
Research clearly shows that the customer who experienced a service recovery remains more loyal than the customer who has never experienced a problem. Service recovery refers to the actions a company takes in response to a service failure. A well-handled recovery can actually result in a higher level of customer loyalty than if the customer had never experienced the problem at all. This is because a successful service recovery demonstrates the company's commitment to customer satisfaction and their willingness to go the extra mile to rectify issues, which can lead to positive word-of-mouth and enhanced customer loyalty.
Research clearly shows that the customer who experienced a problem remains more loyal than the customer who has never experienced a problem.