¿ES POSIBLE AUMENTAR LA SATISFACCIÓN DEL CLIENTE DESPUÉS DE UNA QUEJA?: LA PARADOJA DE RECUPERACIÓN DEL SERVICIO EN EL COMERCIO MINORISTA

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Teresa Fayos Gardó
Beatriz Moliner Velázquez
Mª Eugenia Ruiz Molina

Resumen

Los estudios sobre el cumplimiento de la Paradoja de Recuperación del Servicio son escasos y a veces contradictorios. Nuestro objetivo es verificar si se cumple dicha paradoja en el comercio minorista y analizar cómo varía según las características sociodemográficas del cliente y de su experiencia de compra. A través de una muestra de consumidores satisfechos con la solución de su queja, concluimos que no se cumple en este contexto y que la diferencia entre la satisfacción antes y después del problema está relacionada con dichas características.

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Fayos Gardó, T., Moliner Velázquez, B., & Ruiz Molina, M. E. (1). ¿ES POSIBLE AUMENTAR LA SATISFACCIÓN DEL CLIENTE DESPUÉS DE UNA QUEJA?: LA PARADOJA DE RECUPERACIÓN DEL SERVICIO EN EL COMERCIO MINORISTA. UCJC Business and Society Review (formerly Known As Universia Business Review), (46). Recuperado a partir de https://journals.ucjc.edu/ubr/article/view/1314
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