Service recovery and customer satistaction

Mere som dette

ICT Information and Communication Technology

af lesly calva

4 Cs SKILLS

af Matías Marchant

INDUCCIÓN

af JHON EYDER GAVILAN ROJAS

Unit_V2

af Javier Fuentes

Service recovery and customer satistaction

Service recovery effects

Compensation

Dynamic effects

IRF

Buildup

Buildup and decay effects

Theoretical model

hodological model

Hypotheses on the Dynamic Effects

The time-varying impact of impact

The time-varying impact of compensation

After services failures

Short or long decay

Managerial Implications

Required Service Recovery Efforts

Sources of Regained Customer Satisfaction

Models

Modeling Short or Long Decay and Buildup Intensity: IRF

Estimating Parameters: Bayesian Method

Vector Autoregressive (VAR) Model

Data and measures

Comunications

Apology

Quality improvement

Customer satisfaction

Data settings