Service recovery and customer satistaction

Plus de détails

Leadership that gets results

par Mindomo Team

Информационная среда

par Мария Толчина

CLIC_M ÁNGELES ASENSI

par Ma Angeles Asensi

FUND COM TOPIC 11

par Qaisara Balqis

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