Development of a service guarantee model

被引：10

作者：

Wirtz J. ^{[1
]}

机构：

[1] Department of Marketing, National University of Singapore, Singapore 119260

来源：

Asia Pacific Journal of Management | 1998年 / 15卷 / 1期

关键词：

Conceptual Model; Quality Improvement; Service Quality; Exploratory Study; Consumer Behavior;

D O I：

10.1023/A:1015412825222

中图分类号：

学科分类号：

摘要：

Much has been written about service guarantees and their various proposed benefits. Following the literature, many writers regard a guarantee as a tool to jump-start quality improvements and/or see in them the ultimate way to gain a competitive edge. The objective of this paper is to consolidate our understanding of the working of guarantees. Based on a literature review and an exploratory study, a set of explicit propositions on the impacts of service guarantees was advanced. These propositions were then integrated into a single conceptual model. The model shows the impacts of well-designed guarantees on operations and service quality, consumer behavior, and finally on business performance. © 1998 by John Wiley & Sons (Asia) Ltd.

引用

页码：51 / 75

页数：24

共 53 条

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