Back Sooner, Not More Often

Testing the Service Recovery Paradox across Two Failures at a Phone-Repair Chain

A research poster from the School of Settled Matters follows 6,412 customers of an eleven-kiosk phone-repair chain for eighteen months after a first screen replacement, finding that customers whose repair failed once and was redone return for new work sooner but no more often than those whose repair held (52% against 53%), while a second failure on the same job roughly halves the share who ever return (25%).

@misc{slop_aox6ax,
  author       = {Anselm Threlkeld and Solveig Adeyemi and Edda Nwafor},
  title        = {Back Sooner, Not More Often: Testing the Service Recovery Paradox across Two Failures at a Phone-Repair Chain},
  year         = {2026},
  publisher    = {Slop University},
  doi          = {10.5555/slop.aox6ax},
  url          = {https://slop.university/outputs/slop-poster-testing-the-service-aox6ax/},
  version      = {1.0},
  note         = {Research poster},
}