Design and implementation of a service guarantee

Journal of Services Marketing

Volumn 19, Issue 1, 2005, Pages 33-38

  Fabien, Louis ^a  

^a HEC MONTRÉAL   (Canada)

Author keywords

Customer service management; Service industries; Warranties

Indexed keywords

EID: 19944384128     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040510579370     Document Type: Review

References (14)

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2. Fabien, L. (2002), "Comportements et attitudes du personnel en contact avec la clientèle: Effets des pratiques de GRH sur le climat de service", HEC Working Paper, No. 02-05, HEC, Montreal.
3. Fabien, L., Auriacombe, B. and Mayaux, F. (2003), "Garanties de services: Analyse rétrospective", Revue Gestion, Vol. 28 No. 4, pp. 19-25.
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9. Mayaux, F. (1999), "Garantie de services", Cahier de Recherche EM-Lyon, pp. 155-63.
10. Ostrom, A. and Hart, C. (2000), "Service guarantees", in Swartz, T.A. and Iacobucci, D. (Eds), Handbook of Service Marketing and Management, Sage Publications, Beverly Hills, CA, Ch. 18, pp. 299-313.
11. Ostrom, A.L. and Iacobucci, D. (1998), "The effect of guarantees on consumers' evaluation of services", Journal of Services Marketing, Vol. 12 No. 5, pp. 362-75.
12. Tucci, L.A. and Talaga, J. (1997), "Service guarantees and consumer evaluation of services", Journal of Services Marketing, Vol. 11 No. 1, pp. 10-18.
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14. Wirtz, J. and Kum, D. (2001), "Designing service guarantees: Is full satisfaction the best you can guarantee?", Journal of Services Marketing, Vol. 15 No. 4, pp. 282-99.