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|Title:||Development of a service guarantee model|
|Source:||Wirtz, J. (1998). Development of a service guarantee model. Asia Pacific Journal of Management 15 (1) : 51-75. ScholarBank@NUS Repository.|
|Abstract:||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.|
|Source Title:||Asia Pacific Journal of Management|
|Appears in Collections:||Staff Publications|
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