Категории: Все - hypotheses - models - service - compensation

по Andrés Ortega 5 лет назад

213

Service recovery and customer satistaction

In the context of service recovery, various models are employed to understand and enhance customer satisfaction. The buildup and decay effects play a significant role in determining the effectiveness of recovery efforts over time.

Service recovery and customer satistaction

Service recovery and customer satistaction

Service recovery effects

Compensation

Dynamic effects

IRF
Buildup
Buildup and decay effects
Theoretical model

hodological model

Hypotheses on the Dynamic Effects

The time-varying impact of impact
The time-varying impact of compensation
After services failures
Short or long decay

Managerial Implications

Required Service Recovery Efforts
Sources of Regained Customer Satisfaction

Models

Modeling Short or Long Decay and Buildup Intensity: IRF
Estimating Parameters: Bayesian Method
Vector Autoregressive (VAR) Model

Data and measures

Comunications
Apology
Quality improvement
Customer satisfaction
Data settings