SERVICE RECOVERY ON CUSTOMER SATISFACTION
Cognitive factors
Communications
Shape and change
Customer cognitions
Customer satisfied
Economic incentives
Offset their losses
Affects distributive justice
Quiality improvement
Minimize recurrence expectation of service pailiture
Grow up the service improvement
Induce
Long lived responses
More reliable for judgments
Affected most
Distributive justice
Response timing
Intensity
Service failiture
Expectation
Have the problem fixed
VAR model
Results
Siginificant impact
Firt two weeks
Compensation
Improve customer satisfaction
Quality improvement
Positive Long term
Inmediate positive impacts
Customer satisfaction
Short term
Long term
Affective factors
Apology
Empaty
Effort
Concern
Politness
Customer experience
Customer experience acumulates over time
Increase
Dynamic efects
Short decay
Long decay
Occurences of service failatue
