Quantifying the Dynamic Effects of Service Recovery on Customer Satisfaction: Evidence From Chinese Mobile Phone Markets

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JOSEPHINE SATRIADI JOSEPHINE SATRIADI‑k egina

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Yanting Poh‑k egina

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Alison Lincoln‑k egina

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Quantifying the Dynamic Effects of Service Recovery on Customer Satisfaction: Evidence From Chinese Mobile Phone Markets

Third Method

Methodological Aspect

Unlike previous studies using perception data with soft

experiments

Surveys

Second Method

Theoretical Model

Why and which service recovery efforts have a higher and quicker buildup

We compare and contrast the buildup intensity and duration with respect to the satisfaction impact of service recovery strategies.

First Method

We explore the dynamic effects of service recovery. There are two relevant currents

Dynamic effects papers

Service recovery papers

Suc- cessful recovery efforts may resolve customer complaints and restore confidence. However, failures in recovery may lead to even more consumer disappointment toward the products and brands

examines two issues which have challenged prior experimental or survey research

why and what service recovery efforts have a higher and quicker buildup

time-varying effects of service recovery on customer satisfaction may follow a long decay or short decay

marketing dynamics, customer satisfaction, service recovery, VAR, Bayesian estimation

Maaria Victoria Delgado

Shapes

Results

Measures

Models

Data

Dynamic Effects of Service Recovery

The time-varying impact of communications on customer satisfaction has a higher and faster buildup than that of compensation and apology

After service failures, the time-varying impact of service recovery strategies such as quality improve- ment

The time-varying impact of compensation on customer satisfaction has a higher and faster buildup than that of apology and communications