Quantifying the Dynamic Effects of Service Recovery on Customer Satisfaction: Evidence From Chinese Mobile Phone Markets

Mais informações

MULTIMEDIA

por Daniela Cifuentes

Strategic Business Plan

por Pero Gruyo

Agile & Lean

por Alex Ostreiko

Media Fluency

por Meagan Hicks

Quantifying the Dynamic Effects of Service Recovery on Customer Satisfaction: Evidence From Chinese Mobile Phone Markets

the degree of improvement in providing quality mobile phone voice services to customers

apology

behavior of requests for forgiveness

make info

easier to remember

interesting

save time

STRATEGIES

COMPENSATIONS

COMMUNICATIONS

QUALITY IMPROVEMENT

APOLOGY

estregies

hypotheses 1

Short decay

Long decay

Hypotheses

total cost of media spending that is used by the CM company

Communications strategy

Customer satisfaction

overall satisfaction evaluation of the mobile voice service of the CM company.

MODELS

IRF

you'll come up with original ideas

BAYESIAN METHOD

VAR