Guarantees come to professional service firms.

Christopher W. L. Hart · Leonard A. Schlesinger

107 citations0/0 files storedPubMed

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Customer Service Quality and Loyalty Marketing and Advertising Strategies Service and Product Innovation

Abstract

Can lawyers, doctors, investment bankers, accountants, and consultants guarantee their work? Your money back if not absolutely delighted? Some professional service firms are doing exactly that, and they believe they are gaining not only satisfied customers but higher market share and improved service quality. The authors discuss the benefits and risks of unconditional and more limited guarantees. Firms that address this issue proactively now, they argue, will be less likely to rush into poorly considered guarantees later.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 107 citations exist upstream.

Cited by

2004A Mathematical Model of Service Failure and Recovery Strategies*1998Development of a Service Guarantee Model 2002Student Satisfaction Guarantees: An Empirical Examination of Attitudes, Antecedents, and Consequences 2011The influence of guarantees, active requests to voice and failure severity on customer complaint behavior 1998Combining technology and corporate strategy in small high tech firms 1998Designing the service guarantee: unconditional or specific?2011Service guarantees in the hotel industry: Their effects on consumer risk and service quality perceptions 2004Service recovery in the airline industry: a cross‐cultural comparison of the attitudes and behaviours of British and Italian front‐line personnel

Imported from OpenAlex (CC0) — nothing here is generated.