Question

A florist had promised to have the bridal flowers delivered to the wedding rehearsal dinner by 6 p.m. Because of vehicle problems, the flowers did not arrive until the meal was nearly over and the bride and her mother were very upset. To show how sorry he was for the poor service, the florist put extra flowers in the bridal bouquet and gave each mother and grandmother a free orchid corsage. The bride and her mother were extremely pleased with the extra flowers and have recommended the florist to a number of their friends. The florist is wondering if he shouldn't deliberately under deliver other jobs, compensate the consumer with some upgrade and benefit from even more positive feedback. The florist is responding to the______________.
a. Prompt service
b. Recovery paradox
c. Halo effect
d. The dependability and accuracy of service

Answer 1

Answer:

b. Recovery paradox

Explanation:

Based on the scenario being described within the question it can be said that the florist is responding to the Service recovery paradox. This is a situation in which customers place companies on a higher pedestal after they solve a problem that the customer has had with their product or service. Which is what has happened in this scenario as the customers were extremely pleased with the company's service after they corrected the previous missed delivery.