Service guarantees and customer satisfaction: an empirical study of guarantee type and service experience

Salha, R., McQuilken, Lisa and Shaw, Robin 2003, Service guarantees and customer satisfaction: an empirical study of guarantee type and service experience, in Proceedings of the Association for Global Business Conference : selected papers and notes, Center for International Business, Warrensburg, Mo., pp. 206-214.

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Title Service guarantees and customer satisfaction: an empirical study of guarantee type and service experience
Author(s) Salha, R.
McQuilken, Lisa
Shaw, Robin
Conference name Association for Global Business. Conference (2003 : Atlanta, Georgia)
Conference location Atlanta, Georgia
Conference dates 20-22 Nov. 2003
Title of proceedings Proceedings of the Association for Global Business Conference : selected papers and notes
Editor(s) Byles, Charles M.
Publication date 2003
Conference series Association for Global Business Conference
Start page 206
End page 214
Publisher Center for International Business
Place of publication Warrensburg, Mo.
Summary Scenario analysis was used to examine empirically the relationships between guarantee type and service experience, and consumer satisfaction, for the service of an Internet Service Provider (ISP). The scenarios involved hypothetical situations in which several factors were varied: the existence of a problem; the invocation of a guarantee, the identity of the invoker; and the manner of resolution of any problem. Alternative service guarantees were associated with each hypothetical experience: a specific guarantee, and an unconditional guarantee. Overall, consumer satisfaction related to the nature of the service experience much more strongly than it did to the difference in guarantee type.
ISSN 1050-6292
Language eng
Field of Research 150502 Marketing Communications
Socio Economic Objective 970115 Expanding Knowledge in Commerce, Management, Tourism and Services
HERDC Research category E1 Full written paper - refereed
Copyright notice ©2003
Persistent URL http://hdl.handle.net/10536/DRO/DU:30005121

Document type: Conference Paper
Collection: School of Management and Marketing
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