Service dissatisfaction detection and service recovery analysis using a logistic regression model: an empirical study of health management motion sport game

Abstract

The goal of service recovery is to provide an immediate response when service failure results in customer dissatisfaction. It can be difficult to detect failure and dissatisfaction easily if customers fail to express their true perceptions. Therefore, this study builds a logistic regression (LR) model to detect effectiveness of service and to provide service recovery suggestions when an acceptable level of customer satisfaction is not achieved. A health management motion sport game is used to demonstrate the proposed methodology. An experiment is conducted involving both objective physiological data (e.g. heart rate, blood pressure) and subjective user ratings of perceived exertion in an original analytic combination. The primary contribution of this study is the LR model built to ensure the effectiveness of exercise. With it, results generate uniquely suited guidelines in accordance with different levels of exercise effectiveness, thus assuring a high level of customer satisfaction.

Keywords:

• service recovery
• logistic regression
• kinect
• ratings of perceived exertion

Acknowledgment

This study was supported by Grant NSC 101-2221-E-007-018 from National Science Council, Taiwan, Republic of China. This work was also supported by the Advanced Manufacturing and Service Management Research Center (AMSMRC), National Tsing Hua University, Taiwan, Republic of China.

Additional information

Funding

This work was supported by National Science Council Taiwan, Republic of China [grant number NSC 101-2221-E-007-018]; Advanced Manufacturing and Service Management Research Center (AMSMRC), National Tsing Hua University, Taiwan, Republic of China.