Question
Customers often feel greater loyalty after a conflict has been resolved than if they had never complained at all. True False
Ask by John Crawford. in the United States
Dec 13,2024
Real Tutor Solution
Tutor-Verified Answer
Answer
True. Resolving a customer's complaint can increase loyalty.
Solution
True. Research has shown that when a customer's complaint is effectively resolved, it can lead to increased loyalty and satisfaction. This phenomenon is often referred to as the "service recovery paradox," where customers who experience a problem and see it resolved to their satisfaction may feel more loyal than those who have never encountered an issue.
Reviewed and approved by the UpStudy tutoring team
Like
error msg
Explain 
Simplify this solution Bonus Knowledge
True! When customers voice a complaint and see that their concerns are addressed satisfactorily, it creates a stronger emotional bond with the brand. This phenomenon, known as the "service recovery paradox," shows that effective resolution can enhance trust and loyalty, turning a negative experience into a positive one. On the flip side, the way a conflict is handled can deeply influence future interactions. If businesses rush into resolutions without listening or understanding the customer's perspective, they may inadvertently foster resentment instead. Listening and understanding is key!
