A florist promised to have the bridal flowers delivered to the wedding rehearsal dinner by 6 p.m. Due to vehicle problems, the flowers arrived late, upsetting the bride and her mother. To apologize for the poor service, the florist added extra flowers to the bridal bouquet and gave each mother and grandmother a free orchid corsage. The bride and her mother were extremely pleased and recommended the florist to friends. The florist is considering deliberately under-delivering other jobs and compensating customers with upgrades to gain more positive feedback.

The florist is responding to the:

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

Based on the scenario being described within the question it can be said that the florist is responding to the Service recovery paradox. This is a situation in which customers place companies on a higher pedestal after they solve a problem that the customer has had with their product or service. Which is what has happened in this scenario as the customers were extremely pleased with the company's service after they corrected the previous missed delivery.