Quality improvement
marketing commutations
Compensation
Short Decay
Customers likely to rely on their feelings
Long Decay
Cognitive factors induce long-lived responses and effects on customer satisfaction
Compesation
More especific with the customers
More expensive
Don't have a big influence
Communication
More cheap
Media press activities
More impact in the costumers
Strategies
Data management
Quality
Quality services
Compensation
Discounts
Free marchandise
Coupons
Refunds
Communications
Apology