SAT Question a12e3b8a: Boundaries answer and explanation

English - Boundaries - Comma And Coordinating Conjunction Between Clauses
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Customers who are satisfied with how a company resolves a service issue may regard that company more positively than they would if no such issue had occurred. This idea is known as the service recovery ______ research suggests that it has important implications for customer loyalty and retention.
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Difficulty:Medium
Which choice completes the text so that it conforms to the conventions of Standard English?