Service recovery

Dynamic process

Engage marketing actvities

Recuperate customer satisfaction

Long term duration

Quality improvement

Improvement

Quality service

Fix failure

Compensation

Discounts

Free merchandise

Coupons

Apology

Politeness

Effort

Comfort

Communication

Awareness of customer

Root causes of problem

Fix time of problem

Quality improvement

Long term decay

Immediate

Cumulative

Compensation

Medium term decay

Immediate

Cumulative

Apology

Short term decay

Immediate impact

No effect after second week

Communication

Short term decay

Immediate impact

Cumulative