作者：Laura Quiroga 5 年以前
536
Quantifying the Dynamic Effects of Service Recovery on Customer Satisfaction
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
