Quantifying the Dynamic Effects of Service Recovery on Customer Satisfaction

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Aims and Objectives

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Quantifying the Dynamic Effects of Service Recovery on Customer Satisfaction

Strategies to improve the customer satisfaction

Communications

Media activities taken in order to make the customers aware of root causes identified

Apology

Providers conveys politeness, courtesy, concern effort and empathy

Coupons

Refunds

Free merchandise

Discounts

Quality

Providing quality services to customer

Companies can recover the customer satisfaction

Data management

Strategies

Customer Satisfaction

Measure of how products and services supplied by a company meet or surpass customer expectation

Promotors

Passives

detractors

Direct in the customer

Delivery time

Post Sale

Low quality

Authors determine a mathematic model to choose the best strategies

Communication

More impact in the customers

More Cheap

Mediia press activities

It's more especific qith the customers

More expensive

Don't have a big influence

Difference between long and short decay

Form how take decisions the customers

Long decay: Cognitive factors induce long-lived responses and effects on customer satisfaction

Short decay: Customers likely to rely on their feelings

Time-varying impact of service recovery

Compensation

marketing commutations

Quality improvement