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The service resource paradox refers to the contradiction that arises when organizations invest heavily in resources, such as technology or personnel, to enhance service delivery but fail to realize expected improvements in customer satisfaction or operational efficiency. This paradox often occurs because the focus on resource investment can overshadow the importance of effective management, employee engagement, and customer interaction. Consequently, organizations may find that even with substantial resources, the quality of service does not improve as anticipated, highlighting the need for a balanced approach that combines resources with strategic implementation.

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