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
