Influence of Service Recovery on Consumer Behavior in the Cities of Puebla and Queretaro, Mexico

MARIANA, ALFARO CENDEJAS (2015) Influence of Service Recovery on Consumer Behavior in the Cities of Puebla and Queretaro, Mexico. In: Third International Conference on Advances in Management, Economics and Social Science - MES 2015, 10-11 December, 2015, Rome, Italy.

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Abstract

This paper presents the results of research conducted in the cities of Puebla and Queretaro, Mexico, related to influence of service recovery of a brand on consumer behavior. The goal is to identify, from a customer perspective, negative implications of poor customer recovery and its effect on consumer behavior. Also, identify the main factors associated with affected customer loyalty after delivery mistakes and the way companies face the consequences.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: Service recovery, influence, and loyalty.
Depositing User: Mr. John Steve
Date Deposited: 05 Apr 2019 12:14
Last Modified: 05 Apr 2019 12:14
URI: http://publications.theired.org/id/eprint/1223

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