There is a quick overview of service recovery available on the pages site. This was part of an assignment and has been uploaded for those who may be interested. This has been written like a brief encyclopedia entry. It provides a basic overview but be aware, service recovery is a big topic so it is not the only approach that could be used to describe Service Recovery.
The wikipedia view of the Service Recovery Paradox one of the more complex to understand terms related to Service Recovery. I would never quote wikipedia in academic writing but as this an opinion for a blog, I believe that their description is quite good.
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