Article

Customer intentions to invoke service guarantees Do excellence in service recovery, type of guarantee and cultural orientation matter?

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Abstract
Purpose – Many service providers feel confident about their service quality and thus offer service guarantees to their customers. Yet service failures are inevitable. As guarantees can only be invoked
when customers report service failures, firms are given the opportunity to redress the original failure potentially influencing customer outcomes. The purpose of this paper is to provide the first empirical investigation of whether excellence in service recovery affects customers’ intentions to invoke a service guarantee, thereby discriminating between conditional and unconditional guarantees and testing for the impact of customers’ individualistic vs collectivistic cultural orientation.

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Ketersediaan

Informasi Detail

Judul Seri

Customer intentions to invoke service guarantees Do excellence in service recovery, type of guarantee and cultural orientation matter?

No. Panggil

ATC PO YVE a

Penerbit

Belgium : Emerald Insight., 2013

Deskripsi Fisik

20 halaman

Bahasa

English

ISBN/ISSN

-

Klasifikasi

ATC

Tipe Isi

-

Tipe Media

-

Tipe Pembawa

online resource

Edisi

Managing Service Quality: An International Journal

Subjek

logistic Management
Strategic Management
Information - Management

Info Detail Spesifik

20 halaman

Pernyataan Tanggungjawab

Yves Van Vaerenbergh

Versi lain/terkait

Lampiran Berkas

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