Quantifying the Dynamic Effects of Service Recovery on Customer Satisfaction
Time-varying impact of service recovery
Quality improvement
marketing commutations
Compensation
Difference between long and short decay
Short Decay
Customers likely to rely on their feelings
Long Decay
Cognitive factors induce long-lived responses and effects on customer satisfaction
Authors determine a mathematic model
to choose the best strategies
Compesation
More especific with the customers
More expensive
Don't have a big influence
Communication
More cheap
Media press activities
More impact in the costumers
Customer Satisfaction
Companies can recover the customer satisfaction
Strategies
Data management
Strategies to improve the customer satisfaction
Quality
Quality services
Compensation
Discounts
Free marchandise
Coupons
Refunds
Communications
Apology