Quantifying the dynamic effects of service recovery on costumer satisfaction

Lisää tämän kaltaisia

QUALITATIVE AND QUANTITATIVE RESEARCH

luonut Carlos Arturo Valencia

Marketing Research

luonut charlie siau

Hofstede's Dimensions Applied to Sri Lanka

luonut Reenuyaa Gunasekaran - Rick Hansen SS (2542)

QRI 5 Pages 1-36- Dave and Lindsay

luonut David Szmania

Quantifying the dynamic effects of service recovery on costumer satisfaction

Controle to Rule Put Alternative Explanations to the Results

Need the control or recovery process and quality

Dynamic effects of service recovery on costumer satisfaction

Buildup ontensity and peak timing

Identitfied the dominant importance

of quality improvement - based

Intensity and timing of the peak impact

HYPOTHESES ON THE DYNAMIC EFFECTS OF SERVICE RECOVERY

Short or long decay

Affective responses are evoked much

Specific type of service recovery

SERVICE RECOVERY STREATEGIES

Compensation discounts

economic incentives

Coupons

Refunds

Merchandising

Organization takes in response to a service failure

Evaluating the time - varying

Data stationarity

IRF

VAYESISEN METHOD

VAR

Data and measures

MEASURE

Comunications

Apology

Quality improvement

Costumer satisfaction

DATA SETTING

Top management of the company

Data were collected

The recovery strategies of the CM

Conduct a field study on the effectiveness

Conduct systematic empirical research

Effects of service recovery

Methodological aspect

Experiments

Parametization problem

Research suggest

Buildup time

Peak time

Expectancy and disconformation

Buildup and decay effects

Time - Series applications

MKT dynamics

Advances services MKT

Frequently experimental

Dynamic effect paper

Service recovery paper

Theoretical model

Higher and quicker buildup