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Common mistakes in designing and implementing service guarantees

McColl, Rod and Mattsson, Jan 2011, Common mistakes in designing and implementing service guarantees, Journal of services marketing, vol. 25, no. 6, pp. 451-461, doi: 10.1108/08876041111161041.

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Title Common mistakes in designing and implementing service guarantees
Author(s) McColl, Rod
Mattsson, Jan
Journal name Journal of services marketing
Volume number 25
Issue number 6
Start page 451
End page 461
Total pages 11
Publisher Emerald
Place of publication Bingley, England
Publication date 2011-09
ISSN 0887-6045
Keyword(s) Australia
Australian service firms
customer services quality
qualitative research
service control
service guarantees
Language eng
DOI 10.1108/08876041111161041
Field of Research 159999 Commerce, Management, Tourism and Services not elsewhere classified
Socio Economic Objective 970115 Expanding Knowledge in Commerce, Management, Tourism and Services
HERDC Research category C1.1 Refereed article in a scholarly journal
Copyright notice ©2011, Emerald Group Publishing
Free to Read? Yes
Persistent URL http://hdl.handle.net/10536/DRO/DU:30063952

Document type: Journal Article
Collections: Deakin Graduate School of Business
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Every reasonable effort has been made to ensure that permission has been obtained for items included in DRO. If you believe that your rights have been infringed by this repository, please contact drosupport@deakin.edu.au.