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A service recovery method to enhance customer satisfaction with a case study of motion sport game


Human Factors and Ergonomics in Manufacturing & Service Industries

Published online on


Service recovery is a concept that involves regaining customer satisfaction and loyalty. Although existing studies have addressed its importance, few service recovery methodologies have been developed. Thus, there is a need to develop a systematic framework that can first detect customer status and then provide appropriate recovery recommendations to ensure customer satisfaction. This study develops such a framework in relation to an individual health maintenance practice. While regular moderate exercise is known to promote good health and help prevent disease, the lack of exercise remains a crucial health issue. This study presents a logistic regression model that uses both physiological data (heart rate and blood pressure) and psychological data (ratings of perceived exertion) to detect the effectiveness of an individual's exercise and to provide sports‐related service recovery suggestions as needed. To implement and assess this service recovery model, the use of a motion gaming system is proposed.