SERVICE RECOVERY ON CUSTOMER SATISFACTION

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SERVICE RECOVERY ON CUSTOMER SATISFACTION

Cognitive factors

Communications

Shape and change

Customer cognitions

Customer satisfied

Economic incentives

Offset their losses

Affects distributive justice

Quiality improvement

Minimize recurrence expectation of service pailiture

Grow up the service improvement

Induce

Long lived responses

More reliable for judgments

Affected most

Distributive justice

Response timing

Intensity

Service failiture

Expectation

Have the problem fixed

VAR model

Results

Siginificant impact

Firt two weeks

Compensation

Improve customer satisfaction

Quality improvement

Positive Long term

Inmediate positive impacts

Customer satisfaction

Short term

Long term

Affective factors

Apology

Empaty

Effort

Concern

Politness

Customer experience

Customer experience acumulates over time

Increase

Dynamic efects

Short decay

Long decay

Occurences of service failatue