What is an example of a positive outcome from service recovery?

A positive outcome from service recovery is best represented by the restoration of customer satisfaction. When a company effectively addresses a customer's complaint or issue, it can lead to an improved perception of the business and strengthen the customer’s relationship with the brand. This process can not only remedy the initial problem but also enhance loyalty, as customers often appreciate when a company takes responsibility and actively seeks to resolve issues. By restoring satisfaction, the company demonstrates its commitment to quality service, which can encourage repeat business and positive word-of-mouth referrals.

The other choices reflect negative outcomes that can occur when service recovery is lacking or poorly executed. For instance, increased customer frustration and loss of trust indicate that the service recovery efforts failed to meet the customer's expectations. Decreased engagement with the brand points to a disconnect between the customer and the company, suggesting that instead of feeling valued, customers may choose to disengage following unsatisfactory service experiences. Therefore, restoring customer satisfaction stands out as a desired and constructive result of effective service recovery practices.