DocumentCode :
3436811
Title :
Analysis of the influential factors of service recovery satisfaction in telecommunications industry
Author :
Shi, Wenhua ; Lin, Xianqing ; Ma, Jianmei
Author_Institution :
Sch. of Econ. & Manage., Beijing Univ. of Posts & Telecommun., Beijing, China
fYear :
2010
fDate :
24-26 Sept. 2010
Firstpage :
858
Lastpage :
861
Abstract :
Based on service recovery theory, taking the customers of China Mobile, one of the telecom operators in China, as the object of research, this research empirically studies the influential factors of service recovery satisfaction in telecommunications industry. A hypotheses model is established with four dimensions of influential factors of service recovery satisfaction: apology, communication, feedback, and compensation. Through comparative study, we determined respectively the influential factors of service recovery satisfaction in substantial channel (business halls) of China Mobile and in non-substantial channel (customer service hotline 10086), and investigated the differences of the factors in two channels. The results showed that our research conclusion has important practice significance to customer retention of China Mobile, and reference significance to customer retention of other telecom operators in China as well.
Keywords :
mobile communication; telecommunication industry; China Mobile; influential factors; service recovery; telecommunication industry; Business; Industries; Loading; Regression analysis; Reliability; Telecommunications; Testing; service failure; service recovery; service recovery satisfaction;
fLanguage :
English
Publisher :
ieee
Conference_Titel :
Network Infrastructure and Digital Content, 2010 2nd IEEE International Conference on
Conference_Location :
Beijing
Print_ISBN :
978-1-4244-6851-5
Type :
conf
DOI :
10.1109/ICNIDC.2010.5657917
Filename :
5657917
Link To Document :
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