Service recovery and customer satistaction
Data and measures
Data settings
Customer satisfaction
Quality improvement
Apology
Comunications
Models
Vector
Autoregressive (VAR) Model
Estimating Parameters: Bayesian Method
Modeling Short or Long Decay and Buildup
Intensity: IRF
Managerial Implications
Sources of Regained Customer Satisfaction
Required Service Recovery Efforts
Hypotheses on the Dynamic Effects
Short or long decay
After services failures
The time-varying impact of compensation
The time-varying impact of impact
Models
Buildup and decay effects
Theoretical model
hodological model
Dynamic effects
Buildup
IRF
Service recovery effects
Quality improvement
Compensation
Apology
Comunications