17、Embracing Failure: A Strategic Approach to System Improvement

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于 2025-10-13 13:36:35 发布

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Embracing Failure: A Strategic Approach to System Improvement

1. Understanding the Gambler’s Fallacy and Service Recovery Paradox

The gambler’s fallacy is a widespread logical fallacy that manifests in various odd ways. For instance, in 1796, expecting fathers felt anxious when local women gave birth to sons, believing it reduced their chances of having a son. This fallacy relates to system outages in an unexpected way. Occasional system outages and problems, especially if resolved quickly and cleanly, can actually enhance user trust and confidence. This phenomenon is known as the service recovery paradox.

Although researchers haven’t fully grasped why the service recovery paradox occurs in some cases and not others, it’s clear that rapid recovery and