SERVICE RECOVERY ON CUSTOMER SATISFACTION
Dynamic efects
Occurences of service failatue
Long decay
Short decay
Affective factors
Customer experience acumulates over time
Increase
Customer experience
Short decay
Apology
Politness
Concern
Effort
Empaty
VAR model
Results
Customer satisfaction
Long term
Short term
Quality improvement
Inmediate positive impacts
Positive Long term
Compensation
Improve customer satisfaction
Long term
Short term
Apology
Siginificant impact
Firt two weeks
Customer satisfaction
Service failiture
Expectation
Have the problem fixed
Affected most
Distributive justice
Intensity
Response timing
Cognitive factors
More reliable for judgments
Customer experience
Long decay
Induce
Long lived responses
Quiality improvement
Grow up the service improvement
Minimize recurrence expectation of service pailiture
Compensation
Affects distributive justice
Customer satisfied
Economic incentives
Offset their losses
Communications
Shape and change
Customer cognitions