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Designing service guarantees – is full satisfaction the best you can guarantee?

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References

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1998The effect of guarantees on consumers’ evaluation of services91 cited

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1989My Employees are My Service Guarantee79 cited

2001Exploring the Role of Alternative Perceived Performance Measures and Needs‐Congruency in the Consumer Satisfaction Process77 cited

Cited by

2016Service guarantee as a recovery strategy39 cited
2021How online service recovery reviews influence behavioral intentions in the hospitality context: Regulatory focus and loss aversion perspectives36 cited
2006Service recovery: a naturalistic decision‐making approach35 cited
2005Design and implementation of a service guarantee33 cited
2013Do Service Guarantees Guarantee Greater Market Value?30 cited
2005The Impact of Service Guarantees on Consumer Responses in the Hotel Industry27 cited
2013Customer intentions to invoke service guarantees24 cited