Service recovery, from Chinese mobile phone markets

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INDUCCIÓN

由JHON EYDER GAVILAN ROJAS

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由Dennis Wong

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由Balazs Michnay

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由lorenzo de santis

Service recovery, from Chinese mobile phone markets

Measurements

Customer satisfacition

Excuse

Communications

Quality improvement

Data

Service recovery strategies are appliend after service

Is difficult to conduct systematic empirical research with world real data in yhe recovery of service failures, it is more insightful to carry.

MARKETING DINAMICS

VAR model is appropriate for capturing the complex, dynamic relationships

The regression of the endogenous variable is the only simultaneous regression of several endogenous variables. Therefore, VAR can model a closed cycle

Controls to the Rule explaining alternatives to the results

Pricing strategy, the way in principle the company rewarded loyal consumers

product or channel strategies

The dinamics effects of recovery service : Hypothesis

Short or long term decay some studies help to the possibility os a short or long decline, depending on the specific type of service recovery efforts

After service failures, the impact varies over time

The variable impact on comunications time

The variable impact on compensation time

The variable impact on quality time

Dynamic effects of service recovery and customer satisfaction

Strategies Service recovery

Quality improved is the improvement of the firm

Actions of an organization take in response to a service failura

Recovery managment has a sifnificant impact on customer

Usualliy, the clients participe more in emotional recovery than in routine service or the first time

RESULTS OF MODEL VAR

re

Calculation of three indexes of goodness of fit to determine the optimal delay

Root tests of the VAR model

Important of the marketing dinamics

The contribution of long-term marketing variable

The purpose of evaluation

Variable effects over time