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

conference contribution
posted on 2003-01-01, 00:00 authored by R Salha, Lisa McQuilken, Robin Shaw
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.

History

Title of proceedings

Proceedings of the Association for Global Business Conference : selected papers and notes

Event

Association for Global Business. Conference (2003 : Atlanta, Georgia)

Pagination

206 - 214

Publisher

Center for International Business

Location

Atlanta, Georgia

Place of publication

Warrensburg, Mo.

Start date

2003-11-20

End date

2003-11-22

ISSN

1050-6292

Language

eng

Publication classification

E1 Full written paper - refereed

Copyright notice

2003

Editor/Contributor(s)

C Byles

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