A florist had promised to have the bridal flowers delivered to the wedding rehearsal dinner by 6 p. m. Because of vehicle problems, the flowers did not arrive until the meal was nearly over and the bride and her mother were very upset. To show how sorry he was for the poor service, the florist put extra flowers in the bridal bouquet and gave each mother and grandmother a free orchid corsage. The bride and her mother were extremely pleased with the extra flowers and have recommended the florist to a number of their friends. The florist is wondering if he shouldn't deliberately under deliver other jobs, compensate the consumer with some upgrade and benefit from even more positive feedback. The florist is responding to the.

a. Prompt service
b. Recovery paradox
c. Halo effect
d. The dependability and accuracy of service