<Table> <Tr> <Td> </Td> <Td> This article needs more links to other articles to help integrate it into the encyclopedia . Please help improve this article by adding links that are relevant to the context within the existing text . (September 2016) (Learn how and when to remove this template message) </Td> </Tr> </Table> <Tr> <Td> </Td> <Td> This article needs more links to other articles to help integrate it into the encyclopedia . Please help improve this article by adding links that are relevant to the context within the existing text . (September 2016) (Learn how and when to remove this template message) </Td> </Tr> <P> Service recovery is, according to Fitzsimmons (2011 - p136), a "Service recovery converting a previously dissatisfied customer into a loyal customer ." It is the action a service provider takes in response to service failure . By including also customer satisfaction into the definition, service recovery is a thought - out, planned, process of returning aggrieved / dissatisfied customers to a state of satisfaction with a company / service Service recovery differs from complaint management in its focus on service failures and the company's immediate reaction to it . Complaint management is based on customer complaints, which, in turn, may be triggered by service failures . However, since most dissatisfied customers are reluctant to complain, service recovery attempts to solve problems at the service encounter before customers complain or before they leave the service encounter dissatisfied . Both complaint management and service recovery are considered as customer retention strategies Recently, some researches proved that strategies such as value co-creation, follow up, etc. can improve the effectiveness of service recovery efforts </P>

Which of the following gives the best definition of service failure recovery