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
