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
