Quantifying the Dynamic Effects of Service Recovery on Customer Satisfaction
Research Implications and Conclusions
Managerial Implications for the Role of Service Recovery in Regaining Customer Satisfaction
Sources of Regained Customer Satisfaction
Required Service Recovery Efforts to Regain Customer Satisfaction to 95%
Results
VAR Model Results
Results on Buildup and Decay
Dynamic Effects of Service Recovery on Customer Satisfaction
Service Recovery Strategies
Hypotheses on the Dynamic Effects of Service Recovery
Data and Measures
Data Setting
Measures
Controls to Rule Out Alternative Explanations to the Results
Data Stationarity and Granger Casuality Tests
Models
Modeling the Marketing Dynamics: Vector Autoregressive Model
Estimating Parameters: Bayesian Method
Modeling Short or Long Decay and Buildup Intensity