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. Attached Files Name Description MIMEType Size Downloads Title Service guarantees and customer satisfaction: an empirical study of guarantee type and service experience Author(s) Salha, R. McQuilken, Lisa orcid.org/0000-0002-2314-7502 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 Collections: Faculty of Business and Law School of Management and Marketing   Unless expressly stated otherwise, the copyright for items in DRO is owned by the author, with all rights reserved. Versions Version Filter Type Wed, 25 Feb 2009, 09:18:08 EST Mon, 03 May 2010, 14:14:47 EST Wed, 27 Aug 2014, 21:26:34 EST Fri, 05 Sep 2014, 12:02:02 EST Filtered Full Citation counts:   Cited 0 times in TR Web of Science Cited 0 times in Scopus Search Google Scholar Access Statistics: 1264 Abstract Views, 1 File Downloads  -  Detailed Statistics Created: Mon, 07 Jul 2008, 09:45:40 EST