Industry WIKI

Free of charge, at no charge, at no cost, complimentary, gratis, and the like are phrases or terms used to indicate that a thing for which a monetary cost is normally assessed is being provided without any payment being required.

The service recovery paradox (SRP) is a situation in which a customer thinks more highly of a company after the company has corrected a problem with their service, compared to how they would regard the company if non-faulty service had been provided. The main reason behind this thinking is that successful recovery of a faulty service increases the assurance and confidence from the custom