A longitudinal study of the effect of a service guarantee on service quality

Production and Operations Management

Volumn 10, Issue 4, 2001, Pages 405-423

  Hays, Julie M ^a   Hill, Arthur V ^b  

^a UNIVERSITY OF ST THOMAS   (United States)

^b UNIVERSITY OF MINNESOTA   (United States)

Author keywords

Complaint Management; Customer Satisfaction; Empirical Research; Service Guarantees; Service Recovery

Indexed keywords

EID: 0012232080     PISSN: 10591478     EISSN: None     Source Type: Journal    
DOI: 10.1111/j.1937-5956.2001.tb00084.x     Document Type: Article

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