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Should a firm with a reputation for outstanding service quality offer a service guarantee?

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References

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1993A Consumer-Side Experimental Examination of Signaling Theory: Do Consumers Perceive Warranties as Signals of Quality?1,017 cited
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1997On Great Service: A Framework for Action292 cited
1998Development of a Service Guarantee Model95 cited
1999Selling with “Satisfaction Guaranteed”57 cited

Cited by

2003The effect of service guarantees on service recovery77 cited
2010The effect of service convenience on post‐purchasing behaviours77 cited
2011Service guarantees in the hotel industry: Their effects on consumer risk and service quality perceptions73 cited
2004A conceptual model and empirical examination of the effect of service guarantees on post‐purchase consumption evaluations65 cited
2019Can signaling impact customer satisfaction and behavioral intentions in times of service failure?: evidence from open versus closed kitchen restaurants64 cited
2012Designing Service Guarantees With Construal Fit

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51 cited

2001Designing service guarantees – is full satisfaction the best you can guarantee?47 cited

2005The Economic Payout Model for Service Guarantees44 cited

2010The Influence of Failure Severity and Employee Effort on Service Recovery in a Service Guarantee Context40 cited

2016Service guarantee as a recovery strategy39 cited

2007Do extrinsic cues affect purchase risk at international e-tailers: The mediating effect of perceived e-tailer service quality37 cited

2004The role of service guarantees in service development36 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

2011Consumer complaints and recovery through guaranteeing self‐service technology34 cited

2018From retail innovation and image to loyalty: moderating effects of product type33 cited