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The revitalising effect of ISO 9001 on dissatisfied customers

机译：ISO 9001对不满意客户的振兴作用

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摘要

It has been shown that customers need to have as many as 12 positive experiences with a service provider in order to overcome the negative effects of one bad experience and to have service recovery. Service recovery is important to retain customer loyalty. However, many organizations are not views such customer complaints seriously and are not taking immediate corrective actions. Now many organizations are relying on ISO 9001 systems to ensure customer satisfaction through continuous improvement. It has been empirically proved that ISO 9001 is positively linked to improved business performance. As service recovery is essential in maintaining existing customers, this study aims to understand the customer perception of non-routine encounter in online banking. The objectives ob the study are to propose a model to provide insights into the factors that influence customer loyalty, and to investigate the effects of ISO 9001 certification on the four constructs of service recovery, value, satisfaction and loyalty as well as improving the strengths of relationships between them. (30 refs.)
机译：已经表明，客户需要与服务提供商进行多达12次积极的体验，才能克服一次糟糕体验的负面影响并实现服务恢复。服务恢复对于保持客户忠诚度很重要。但是，许多组织并不认真对待此类客户投诉，也没有立即采取纠正措施。现在，许多组织都依靠ISO 9001系统来确保客户的满意，并不断进行改进。经验证明，ISO 9001与改善的业务绩效有着积极的联系。由于服务恢复对于维持现有客户至关重要，因此本研究旨在了解客户对网上银行非常规遭遇的看法。该研究的目的是提出一个模型，以提供洞见影响客户忠诚度的因素，并研究ISO 9001认证对服务恢复，价值，满意度和忠诚度这四种结构的影响，以及提高服务质量的优势。他们之间的关系。 （30篇）

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