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The Service Recovery Paradox: Salon Service as an Example

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Uploaded by on Nov 12, 2011

The video shows the importance of service recovery at a hair salon. John Michelle, the hair stylist, manages to recover from a double failure, in order to not lose a customer. The service recovery paradox is also played out showing that a strong recovery may make guests happier than if nothing had gone wrong. Of course this depends on the criticality and the severity of the service encounter failure.

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