Development of a service guarantee model

Please use this identifier to cite or link to this item: https://scholarbank.nus.edu.sg/handle/10635/45128

DC Field	Value
dc.title	Development of a service guarantee model
dc.contributor.author	Wirtz, J.
dc.date.accessioned	2013-10-10T05:29:46Z
dc.date.available	2013-10-10T05:29:46Z
dc.date.issued	1998
dc.identifier.citation	Wirtz, J. (1998). Development of a service guarantee model. Asia Pacific Journal of Management 15 (1) : 51-75. ScholarBank@NUS Repository.
dc.identifier.issn	02174561
dc.identifier.uri	http://scholarbank.nus.edu.sg/handle/10635/45128
dc.description.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.
dc.source	Scopus
dc.type	Article
dc.contributor.department	MARKETING
dc.description.sourcetitle	Asia Pacific Journal of Management
dc.description.volume	15
dc.description.issue	1
dc.description.page	51-75
dc.identifier.isiut	NOT_IN_WOS
Appears in Collections:	Staff Publications

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