Examining the Service Recovery Paradox and Double Deviation by Problem Type in a Large Sample Hotel Study

Abstract

This work presents an examination into the “service recovery paradox” and the “double deviation” by problem type in a large sample hotel study. The service recovery paradox is the suggestion that a service recovery may result in a higher intent to return and/or overall satisfaction than if a problem had not been experienced. The double deviation refers to the significant negative effect on intent to return and/or overall satisfaction from a failed recovery effort. Both of these phenomena have been debated in previous research using either experimental design or a single problem type sample. This work is the first to address the phenomena using a large sample problem type approach. The results indicate that the service recovery paradox does not exist “in total” but does present itself on a specific problem type. The double deviation is shown to more severe for certain problem types than for others.