{
  "title": "The service recovery paradox: myth or reality?",
  "url": "https://www.shr.swiss/blog/le-paradoxe-de-la-reparation-de-service-mythe-ou-realite-en",
  "language": "en",
  "datePublished": "2026-08-21",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "A customer whose problem is well solved is said to be happier than one with no problem. The available meta-analysis strongly qualifies the idea.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Lausanne",
    "region": "Vaud",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "Where the idea comes from",
      "point": "Amy Smith and Ruth Bolton (1998, Journal of Service Research) study reactions after service failures and show recovery quality strongly shapes satisfaction, without establishing a systematic paradox.."
    },
    {
      "heading": "What the synthesis says",
      "point": "Celso de Matos, Jorge Henrique and Carlos Rossi (2007, Journal of Service Research) find meta-analytically a positive effect on satisfaction, but not on repurchase intention or word of mouth.."
    },
    {
      "heading": "The decisive nuance",
      "point": "Recovery compensates; it does not durably create more loyalty than flawless service."
    },
    {
      "heading": "The limit of common practice",
      "point": "Celebrating 'great recoveries' can divert attention from preventing recurring errors.."
    },
    {
      "heading": "A practical check in Lausanne",
      "point": "For a month, classify each complaint as new or repeated."
    }
  ],
  "sources": [
    {
      "authors": "Bolton",
      "year": "1998",
      "source": "Journal of Service Research"
    },
    {
      "authors": "Rossi",
      "year": "2007",
      "source": "Journal of Service Research"
    }
  ],
  "wordCount": 158,
  "image": "https://www.shr.swiss/img/blog-editorial-2026-08-21-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/le-paradoxe-de-la-reparation-de-service-mythe-ou-realite",
    "en": "https://www.shr.swiss/blog/le-paradoxe-de-la-reparation-de-service-mythe-ou-realite-en",
    "de": "https://www.shr.swiss/blog/le-paradoxe-de-la-reparation-de-service-mythe-ou-realite-de",
    "it": "https://www.shr.swiss/blog/le-paradoxe-de-la-reparation-de-service-mythe-ou-realite-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation/accueil-client/lausanne",
    "city": "https://www.shr.swiss/formations-ville/lausanne",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}