Strategies for the recovery of the service in the satisfaction of the client. Analysis of mobile phone companies

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Guillermo Iván Abril Cordero
Universidad del Azuay-Cuenca, Ecuador
Ecuador
Vol. 02 No. 019 (2017), Articles (open section), pages 5-31
DOI: https://doi.org/10.17979/redma.2017.02.019.4851
Submitted: Dec 3, 2018 Accepted: Dec 3, 2018
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Abstract

The failures to which the service companies have to cope, they have an impact on the customer's satisfaction that they have to make decisions, claim the service provider, for the failure presented and finally decide whether or not to stay with the same supplier, or can directly opt to change suppliers. When a vendor change arises, the company may experience an increase in its portfolio rotation, the problem is much more serious, when failures are in mobile phone companies, as the fault affects a set of customers. The objective of this research was to analyze the strategies of recovery of the service and satisfaction of the client in the companies of mobile telephony, and to see if they influence the loyalty of the client to the company.
To fulfill this purpose a survey was conducted to 384 people from the city of Cuenca, randomly selected and whose age range was between 18-65 years. The results show that the compensation strategy influences satisfaction and satisfaction, communication strategy on satisfaction, feedback on satisfaction, and apologies about loyalty; In addition, when the customer is satisfied with the service of this tends to have a behavior of loyalty by the provider company of the service.

Keywords:

loyalty, service recovery, satisfaction

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