Quantifying the Dynamic Effects of Service Recovery on Costumer Satisfaction

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luonut Colin Robertson

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luonut Friederike Ulses

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luonut miguel angel escorcia rubiano

Quantifying the Dynamic Effects of Service Recovery on Costumer Satisfaction

Managerial implications for the role of service recovery in regaining costumer satisfaction

Offers and elements to regreat other try for service

Required service recovery effects regainning costumer satisfaction

Source of reauned costumer satisfaction

Resourse to raise again spectations

Data and measure

Data stationarity an casualty test

Controls, explanation of the result

Measures

Data setting

Research Implications

Share correct and assertive information to costumers

Evaluate causes and comments

Include costumer participation

Dynamic effects of service recovery on costumer satisfaction

Prediction on dynamic effects of recovery

Service recovery strategies

Models

Modeling short of long decay

Estimating parameters

Modeling the marketing dinamics