Quantifying the Dynamic Effects of Service Recovery on Customer Satisfaction: Evidence From Chinese Mobile Phone Markets
Dynamic Effects of Service Recovery
The time-varying impact of compensation on customer satisfaction has a higher and faster buildup than that of apology and communications
After service failures, the time-varying impact of service recovery strategies such as quality improve- ment
The time-varying impact of communications on customer satisfaction has a higher and faster buildup than that of compensation and apology
Shapes
Data
Models
Measures
Results
Maaria Victoria Delgado
marketing dynamics, customer satisfaction, service recovery, VAR, Bayesian estimation
examines two issues which have challenged prior experimental or survey research
time-varying effects of service recovery on customer satisfaction may follow a long decay or short decay
why and what service recovery efforts have a higher and quicker buildup
Suc- cessful recovery efforts may resolve customer complaints and restore confidence. However, failures in recovery may lead to even more consumer disappointment toward the products and brands
First Method
We explore the dynamic effects of service recovery. There are two relevant currents
Service recovery papers
Dynamic effects papers
Second Method
Theoretical Model
Why and which service recovery efforts have a higher and quicker buildup
We compare and contrast the buildup intensity and duration with respect to the satisfaction impact of service recovery strategies.
Third Method
Methodological Aspect
Unlike previous studies using perception data with soft
Surveys
experiments