Quantifying the Dynamic Effects of Service Recovery on Customer Satisfaction

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Ved Javier Fuentes

PQM201B

Ved Mark Philbrick

Online Shopping

Ved Dennis Wong

pschology teachers_theories

Ved B Carron

Quantifying the Dynamic Effects of Service Recovery on Customer Satisfaction

Strategies to improve the customer satisfaction

Apology

Communications

Refunds

Coupons

Free marchandise

Discounts

Quality services

Companies can recover the customer satisfaction

Data management

Strategies

Customer Satisfaction

measure of customer expectations

Promotors

Passives

Detractors

Direct in the customer

Post Sale

Quality

Time

Authors determine a mathematic model to choose the best strategies

Communication

More impact in the costumers

Media press activities

More cheap

Compesation

Don't have a big influence

More expensive

More especific with the customers

Difference between long and short decay

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