Quantifying the dynamic effects of service recovery on costumer satisfaction

Service recovery paper

Theoretical model

Higher and quicker buildup

Dynamic effect paper

Frequently experimental

Time - Series applications

MKT dynamics

Advances services MKT

Buildup and decay effects

Research suggest

Peak time

Expectancy and disconformation

Buildup time

Methodological aspect

Experiments

Parametization problem

DATA SETTING

Conduct systematic empirical research

Conduct a field study on the effectiveness

Top management of the company

The recovery strategies of the CM

Data were collected

MEASURE

Costumer satisfaction

Quality improvement

Apology

Comunications

VAR

VAYESISEN METHOD

IRF

Evaluating the time - varying

Buildup and decay effects

SERVICE RECOVERY STREATEGIES

Organization takes in response to a service failure

Compensation discounts

Merchandising

Refunds

Coupons

economic incentives

HYPOTHESES ON THE DYNAMIC EFFECTS OF SERVICE RECOVERY

Short or long decay

Specific type of service recovery

Affective responses are evoked much

Buildup ontensity and peak timing

Intensity and timing of the peak impact

Identitfied the dominant importance

of quality improvement - based

Need the control or recovery process and quality

Costumer satisfaction