The impact of service guarantees on consumers' assessments of service providers

Journal of Customer Service in Marketing and Management

Volumn 5, Issue 4, 1999, Pages 1-16

  Kennett, Pamela A ^a   Bernhardt, Kenneth L ^b   Sneath, Julie Z ^c  

^a UNIVERSITY OF SOUTH ALABAMA   (United States)

^b GEORGIA STATE UNIVERSITY   (United States)

^c NORTHEASTERN UNIVERSITY   (United States)

Author keywords

Conjoint analysis; Hotel industry; Overnight mail industry; Service guarantees

Indexed keywords

EID: 65349174219     PISSN: 10692533     EISSN: None     Source Type: Journal    
DOI: 10.1300/J127v05n04_01     Document Type: Article

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