Quantifying the Dynamic Effects of Service Recovery on Costumer Satisfaction
Models
Modeling the marketing dinamics
Estimating parameters
Modeling short of long decay
Dynamic effects of service recovery on costumer satisfaction
Service recovery strategies
Prediction on dynamic effects of recovery
Research Implications
Include costumer participation
Evaluate causes and comments
Share correct and assertive information to costumers
Data and measure
Data setting
Measures
Controls, explanation of the result
Data stationarity an casualty test
Managerial implications for the role of service recovery in regaining costumer satisfaction
Resourse to raise again spectations
Source of reauned costumer satisfaction
Required service recovery effects regainning costumer satisfaction
Offers and elements to regreat other try for service