Quantifying the Dynamic Effects of
Service Recovery on Customer
Satisfaction: Evidence From Chinese
Mobile Phone Markets
MODELS
VAR
BAYESIAN METHOD
IRF
Customer satisfaction
overall satisfaction evaluation of the mobile voice service of the CM company.
Communications strategy
total cost of media spending that is used by the CM company
Customer satisfaction
estregies
Hypotheses
Long decay
Short decay
hypotheses 1
STRATEGIES
APOLOGY
QUALITY IMPROVEMENT
COMMUNICATIONS
COMPENSATIONS
apology
behavior of requests for forgiveness
QUALITY IMPROVEMENT
the degree of improvement in providing quality mobile phone voice services to customers