Christopher Hart, James Heskett & W. Earl SasserThe Profitable Art of Service Recovery, HBR 1990
A good recovery can turn angry customers into loyal ones — often winning more goodwill than if things had gone right the first time.
Stefan Michel et al.Service recovery paradox research
The recovery paradox is real but fragile: it appears for first failures handled exceptionally, and vanishes with repeated failure.
The EclipseFrontiers® LensFailure is a stage. Recovery is the performance.