Service recovery and customer satistaction

Più simili a questo

Life skills

da GÁLVEZ VILLALOBOS ÁNGEL DE JESÚS

17 Habits of Highly Productive People

da Mindomo Team

Estimation & Project Planning

da Claudiu Belu

pschology teachers_theories

da B Carron

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