Is it possible to increase customer satisfaction after a complaint? The service recovery paradox in retailing

Research on Service Recovery Paradox is scarce and sometimes contradictory. Our aim is to verify its compliance in the context of retailing and to analyse how consumer characteristics and shopping experience affects it. Considering a sample of consumers satisfied with the solution of their complaints, we observed the no compliance of the paradox in our context. Nevertheless customer satisfaction levels before and after experiencing the problem, are related with the consumer socio-demographic characteristics as well as the shopping experience.