solution

1. Definition of service recovery paradox.

• Service recovery is all about righting your wrongs. It’s the
  process of recovering from a poor customer service experience and
  regaining customer loyalty. The key is to react as fast as possible
  and rectify your errors when you spot them.

2. Why is service recovery paradox an importance concept and why
is working for service industry? Reasons why service recovery
paradox importance and impact in the service industry.

3. What challenges does service recovery paradox concept
face?

4.List a case example of service recovery paradox concept
from hospitality/tourism practice.

5. Definition of service failure.

6.Definition of service guarantee.

7. List of case examples of service
guarantee.