作者：Andrés Ortega 5 年以前
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.
開啟
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
