Quantifying the Dynamic Effects of Service Recovery on Customer Satisfaction
Time-varying impact of service recovery
Quality improvement
marketing commutations
Compensation
Difference between long and short decay
Form how take decisions the customers
Short decay: Customers likely to rely on their feelings
Long decay: Cognitive factors induce long-lived responses and effects on customer satisfaction
Authors determine a mathematic model
to choose the best strategies
Compensation
Don't have a big influence
More expensive
It's more especific qith the customers
Communication
Mediia press activities
More Cheap
More impact in the customers
Customer Satisfaction
Direct in the customer
Low quality
Post Sale
Delivery time
Measure of how products and services supplied by a company meet or surpass customer expectation
detractors
Passives
Promotors
Companies can recover the customer satisfaction
Strategies
Data management
Strategies to improve the customer satisfaction
Quality
Providing quality services to customer
Compensation
Discounts
Free merchandise
Refunds
Coupons
Apology
Providers conveys politeness, courtesy, concern
effort and empathy
Communications
Media activities taken in order to make the
customers aware of root causes identified