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    This document analyzes factors that affect a consumer's willingness to be open or switch service providers after a negative service experience. Two linear regression analyses found that: 1) Consumers who have an intimate relationship with their service provider are more likely to be open after a negative experience. 2) Consumers who feel their service provider does not want to know their opinions are more likely to switch providers after a bad experience. The document recommends service providers leverage relationships with customers, immediately correct poor service, and invest in training to promote openness, earn loyalty, and properly handle negative experiences.

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    Customer Loyalty Analysis

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    This document analyzes factors that affect a consumer's willingness to be open or switch service providers after a negative service experience. Two linear regression analyses found that: 1) Consumers who have an intimate relationship with their service provider are more likely to be open after a negative experience. 2) Consumers who feel their service provider does not want to know their opinions are more likely to switch providers after a bad experience. The document recommends service providers leverage relationships with customers, immediately correct poor service, and invest in training to promote openness, earn loyalty, and properly handle negative experiences.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    109 views9 pages

    Customer Loyalty Analysis

    Uploaded by

    trw11278
    This document analyzes factors that affect a consumer's willingness to be open or switch service providers after a negative service experience. Two linear regression analyses found that: 1) Consumers who have an intimate relationship with their service provider are more likely to be open after a negative experience. 2) Consumers who feel their service provider does not want to know their opinions are more likely to switch providers after a bad experience. The document recommends service providers leverage relationships with customers, immediately correct poor service, and invest in training to promote openness, earn loyalty, and properly handle negative experiences.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
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    of 9

    LOYALTY AND THE

    POWER OF INTIMACY
    Caroline Darden, Erika Davis,
    Uniqe La!son, Me"an Perr#,
    Teri W$ea%on, &aile# W$i%aker'Lea
    Da%a Anal#sis

    Linear Regression

    Chi Square

    Content Analysis

    Proportions

    Summary Statistics
    W$a% (a)%ors a((e)% a )ons*er+s desire %o ,e
    o-en and $ones% a(%er a ne"a%ive e.-erien)e/

    H01: The perception of intimacy a consumer has ith


    his!her ser"ice pro"i#er has no effect or a negati"e effect
    on their illingness to $e open after a negati"e ser"ice
    e%perience&

    HA1: A consumer ho has an intimate relationship ith


    his!her ser"ice pro"i#er is more li'ely to $e open after a
    negati"e ser"ice e%perience&
    Re"ression Anal#sis 01
    Linear Re"ression
    Re"ression 2%a%is%i)s
    R 0&(0))*
    R 2qare 0&1+1*,
    Ad3s%ed R 2qare 0&1-.0/
    2 1&.,-01
    To%al n*,er o( o,serva%ions 1./
    o-en 4 567819 : ;6<589 = in%i*a%e

    ANO>A
    #&f& SS 0S 1 p2le"el
    Re"ression 1& 10)&*.0/( 10)&*.0/( ,(&1.,(, 0&
    Residal 1..& -,)&*1+)1 ,&010)+
    To%al 1.*& +,-&+*.1-

    Coefficients Stan#ar# 3rror t Stat p2le"el H0 4-56 re7ecte#8
    In%er)e-% ,&-.1/) 0&),/(( 1(&/1.(/ 0&390 :es
    in%i*a%e 0&(,.*/ 0&0.(/1 -&*(-* 0& :es
    T ?7@A 1&/.,(+
    W$a% (a)%ors i*-a)% $o! a )ons*er rea)%s %o
    a ne"a%ive servi)e e.-erien)e/

    H0-: The perception a consumer has that a ser"ice


    pro"i#er #oes not ant to 'no their opinion has no effect
    or a negati"e effect on their illingness to sitch ser"ice
    pro"i#ers after a $a# e%perience&

    HA-: ;hen consumers feel their ser"ice pro"i#er #o not


    ant to 'no their opinions< they are more li'ely to sitch
    ser"ice pro"i#ers after a $a# e%perience&
    Re"ression Anal#sis 0B
    Linear Re"ression
    Re"ression 2%a%is%i)s
    R 0&-,()+
    R 2qare 0&)*-(,
    Ad3s%ed R 2qare 0&)*1(
    2 1&../))
    To%al n*,er o( o,serva%ions 1./
    )onsiderne! 4 B6<7B8 : ;67CDB = don%!an%%okno!

    ANO>A
    #&f& SS 0S 1 p2le"el
    Re"ression 1& )),&*1/)( )),&*1/)( .0&.0,1) 1&,(,,.321(
    Residal 1..& -+0&,1(*( ,&1+-+)
    To%al 1.*& .*(&1,(0*

    Coefficients Stan#ar# 3rror t Stat p2le"el H0 4-56 re7ecte#8
    In%er)e-% )&(-).- 0&)*,-. *&+(/+( ,&10*+)321- :es
    don%!an%%okno! 0&-*+)- 0&0+/.) *&(0*-1 1&,(,,.321( :es
    T ?7@A 1&/.,(+
    Re)o**enda%ions

    Stan#ar# Ser"ice Reco"ery Protocol

    Pro"i#ers shoul# le"erage relationship ith customer to


    promote openness an# intimacy

    =ne si>e fits one

    Pro"i#ers must imme#iately correct a poor ser"ice to earn


    a customer?s loyalty

    @n"est in training practices

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