What is the service-recovery paradox — and what does it mean for reviews?
When criticism arrives privately first and is handled well, satisfaction afterward can be higher than without the incident (service-recovery paradox). SmarterStars enables that private channel beside the public Google path — with no review gating.
Sources
- de Matos et al. (2007) — Service recovery paradox, Zufriedenheit (nicht pauschal Loyalität)