Quantifying the Dynamic Effects of Service Recovery on Customer Satisfaction: Evidence From Chinese Mobile Phone Markets

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Quantifying the Dynamic Effects of Service Recovery on Customer Satisfaction: Evidence From Chinese Mobile Phone Markets

Not covered by customer satisfaction

Does not generate long-term viability

Categorical variable

Quality of service indicators

Constant industry progress

Growth

methods of solution in cases of a bad service

More effective alternatives for recovering customers

economic affectations for bad service and its failures

the importance of good service

recovery of the service and its long or short term affectation

Use of compensation

This one has a greater viability than the apology.

Digital marketing processes

Statistical contribution

Standard measure for customer satisfaction

Comunnication

Digital Marketing

Information

Accessibility

To transmit to the customers the development of the organizations

Impacts on the organization

The longer the company takes to take action or strategies focused on service recovery, the more money it will have to invest and the greater the customer dissatisfaction.

The response time will drastically affect the economic issue

The financial impact is less if all four recovery strategies are used simultaneously

Results

The apology contemplates the lowest step

Compensation and Communication

In the measure of duration these two are at least twice as low

It has a longer impact on the customer

Models:Modeling the Marketing Dynamics

Estimating Parameters: Bayesian Method

Estimation to avoid potential overparameterization

Vector Auto-Regressive Models (VAR)

It takes the internal data of the system and puts it in relation to the results of all the variables

It manages to use each internal or endogenous variable

Easy capture of complex and dynamic data

They shape the dynamics of marketing

Grainger model

They do not play the effective role in individual measures.

Interactions of the 4 strategies generate a relationship in inverse causes

Conclusions

FINAL CONCLUSION

If we take the strategies together, both in terms of costs, response time, reduced deterioration and user satisfaction, we could have a more viable approach to success.

The apology

The apology is valuable, but what the study shows us is that its impact and durability over time is the shortest

It's the one with the lowest ranks

Communication

Its durability in time is precarious, it decays quickly

It's the one with the fastest response time in terms of customer satisfaction

The compensation

Generates greater and shorter term customer satisfaction

It has a durability over time that is a little less than the improvement in quality

The most viable strategy with respect to response time, short decline or long decline, its impact on recovery and user satisfaction is

Quality improvement

Tiene una durabilidad en el tiempo mayor, a diferencia de las otras estrategias