Please use this identifier to cite or link to this item:
|Title:||Development of a service guarantee model||Authors:||Wirtz, J.||Issue Date:||1998||Citation:||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||URI:||http://scholarbank.nus.edu.sg/handle/10635/45128||ISSN:||02174561|
|Appears in Collections:||Staff Publications|
Show full item record
Files in This Item:
There are no files associated with this item.
checked on Jul 5, 2019
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.