Đánh giá lại và tinh chỉnh RECOVSAT
Tóm tắt
Tiến hành đánh giá thực nghiệm các thuộc tính tâm lý học của một công cụ đo lường tính đa chiều của sự hài lòng về việc phục hồi dịch vụ (RECOVSAT) bằng cách sử dụng dữ liệu (đánh giá sự hài lòng sau phục hồi) từ những khách hàng thực tế đã khiếu nại với một công ty dịch vụ.
Phương pháp nghiên cứu là khảo sát các khách hàng ngân hàng đã gửi khiếu nại đến một ngân hàng bán lẻ.
Các kết quả thực nghiệm cho thấy phiên bản tinh chỉnh và ngắn hơn của RECOVSAT thể hiện tính hợp lệ cấu trúc xuất sắc khi được sử dụng để đo lường sự hài lòng sau phục hồi của những khách hàng đã khiếu nại.
RECOVSAT là một công cụ hợp lệ và đáng tin cậy có thể và nên được sử dụng bởi các nhà quản lý dịch vụ để đánh giá sự hài lòng của khách hàng về những nỗ lực phục hồi dịch vụ của họ. Việc không đảm bảo rằng những khách hàng khiếu nại hài lòng với nỗ lực phục hồi dịch vụ của công ty, chỉ có thể dẫn đến những vấn đề nghiêm trọng, vì công ty dịch vụ sẽ để khách hàng thất vọng lần thứ hai.
Các nhà thực hành hoặc công ty dịch vụ có thể sử dụng cơ sở dữ liệu khiếu nại của khách hàng để tính toán điểm số hài lòng về phục hồi dịch vụ (điểm RECOVSAT) cho các khu vực địa lý khác nhau, cho các đơn vị kinh doanh khác nhau hoặc các phòng ban khác nhau, thậm chí cho từng nhân viên cụ thể. Những điểm số này thậm chí có thể được liên kết với tiền thưởng hoặc các thỏa thuận về mức độ dịch vụ.
Nghiên cứu đầu tiên đánh giá thực nghiệm các thuộc tính tâm lý học của một công cụ đo lường tính đa chiều của sự hài lòng về phục hồi dịch vụ bằng cách sử dụng dữ liệu (đánh giá sự hài lòng sau phục hồi) từ những khách hàng thực sự đã khiếu nại với một công ty dịch vụ. Xác nhận tính hợp lệ và độ tin cậy.
Từ khóa
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