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ArticleDevelopment of a Service Guarantee Model

Jochen Wirtz1998

Article1998

Development of a Service Guarantee Model

95 citations·0/0 files stored·Asia Pacific Journal of Management

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Customer Service Quality and Loyalty Quality and Supply Management Service and Product Innovation

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References

1981Culture's Consequences: International Differences in Work-Related Values 1983Culture's Consequences: International Differences in Work-Related Values.1990Zero defections: quality comes to services.1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents 1988The Theory of Reasoned Action: A Meta-Analysis of Past Research with Recommendations for Modifications and Future Research 1992The empowerment of service workers: what, why, how, and when.2010Winning the Service Game 1988Profiting from controversy: Lessons from the person-situation debate.

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2000Should a firm with a reputation for outstanding service quality offer a service guarantee?1998The effect of guarantees on consumers’ evaluation of services 2012Examining perceived betrayal, desire for revenge and avoidance, and the moderating effect of relational benefits 2005Service Guarantee Strength: The key to service quality 2011The influence of guarantees, active requests to voice and failure severity on customer complaint behavior

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1998The manufacturing TQM and service quality literatures: synergistic or conflicting paradigms?article · 5 shared references 2002Modeling the Effects of a Service Guarantee on Perceived Service Quality Using Alternating Conditional Expectations (ACE)*article · 5 shared references 2005Interactions between Service Customers : Managing On-Site, Customer-to-Customer, Interactions for Service Advantagearticle · 5 shared references 1998SERV∗OR: A managerial measure of organizational service-orientationarticle · 4 shared references 2009Service quality, satisfaction, and behavioural intentionsarticle · 4 shared references 1994The calculus of service quality and customer satisfaction: Theoretical and empirical differentiation and integrationchapter · 4 shared references

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Year1998

Typearticle

Published1998-04-01

VenueAsia Pacific Journal of Management

ISSN-L0217-4561

Languageen

Citations95

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1023/a:1015412825222

openalex_workW2234287353

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2010The effect of service convenience on post‐purchasing behaviours

2011Service guarantees in the hotel industry: Their effects on consumer risk and service quality perceptions

2001A LONGITUDINAL STUDY OF THE EFFECT OF A SERVICE GUARANTEE ON SERVICE QUALITY