Analysis of the influential factors of service recovery satisfaction in telecommunications industry

Based on service recovery theory, taking the customers of China Mobile, one of the telecom operators in China, as the object of research, this research empirically studies the influential factors of service recovery satisfaction in telecommunications industry. A hypotheses model is established with four dimensions of influential factors of service recovery satisfaction: apology, communication, feedback, and compensation. Through comparative study, we determined respectively the influential factors of service recovery satisfaction in substantial channel (business halls) of China Mobile and in non-substantial channel (customer service hotline 10086), and investigated the differences of the factors in two channels. The results showed that our research conclusion has important practice significance to customer retention of China Mobile, and reference significance to customer retention of other telecom operators in China as well.