Service guarantees: A strategic mechanism to minimise customers’ perceived risk in service organisations

Managing Service Quality: An International Journal

Volumn 11, Issue 2, 2001, Pages 112-121

  Kandampully, Jay ^a   Butler, Liam ^b  

^a UNIVERSITY OF QUEENSLAND   (Australia)

^b Inland Revenue Department   (New Zealand)

Author keywords

Customer loyalty; Guarantees; Reliability; Risk; Service quality

Indexed keywords

EID: 84986038288     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604520110387248     Document Type: Article

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