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The Role of Service Guarantees in Managing Services
Karlstad University, Division for Business and Economics.
2004 (English)Doctoral thesis, comprehensive summary (Other academic)
Abstract [en]

Service guarantees have been argued to have many roles in managing services, for instance signal service quality, attract new customers, increase satisfaction and retention, and to differentiate the company from its competitors. Despite a growing interest from service organizations, research on service guarantees has been surprisingly scarce. The aim of this dissertation is to provide a wider understanding of the roles of service guarantees.

Data is gathered from actual customers (as opposed to fictitious participants of an experiment) and/or employees regarding service guarantees in three different service contexts. The methods used to gather and analyze the data were manifold and includes personal interviews, Mystery Shopping observations, focus group interviews and a postal survey.

The results represent new knowledge when it comes to the roles of service guarantees in managing services. Previous research has almost exclusively addressed pre-purchase effects of the service guarantee, but has failed to address the impact of the service guarantee after it has been used. Therefore, the most important contribution to service research of this dissertation concern the understanding of service guarantees “in action” and the post-use effects of a service guarantee in real service settings.

Another contribution is the identification of the recovery paradox; that the customer is more satisfied with the service after he or she has used the service guarantee, than before he or she experienced the original service failure. This result strongly suggests that the use of a service guarantee can make a fruitful contribution in the managing of services.

Place, publisher, year, edition, pages
2004.
Series
Karlstad University Studies, ISSN 1403-8099 ; 2004:56
Keywords [en]
Service Guarantee, Service Recovery, Service Development, Service Management, Mystery Shopping, Focus Group Interview, Public Transport
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-2573ISBN: 91-85335-23-1 (print)OAI: oai:DiVA.org:kau-2573DiVA, id: diva2:24918
Public defence
2004-12-17, Agardhsalen, 11D 257, Karlstads universitetKarlstad, 13:15 (English)
Opponent
Supervisors
Available from: 2009-06-23 Created: 2009-06-23 Last updated: 2009-06-23Bibliographically approved
List of papers
1. The Role of Service Guarantees in Service Development
Open this publication in new window or tab >>The Role of Service Guarantees in Service Development
2004 (English)In: The Service Industries Journal, ISSN 0264-2069, Vol. 24, no 4Article in journal (Refereed) Published
Identifiers
urn:nbn:se:kau:diva-2574 (URN)
Available from: 2009-06-23 Created: 2009-06-23Bibliographically approved
2. The Service Guarantee as a Standard for Service Delivery
Open this publication in new window or tab >>The Service Guarantee as a Standard for Service Delivery
(English)Manuscript (preprint) (Other (popular science, discussion, etc.))
Identifiers
urn:nbn:se:kau:diva-2575 (URN)
Available from: 2009-06-23 Created: 2009-06-23 Last updated: 2010-01-14Bibliographically approved
3. Customer expectations on service guarantees
Open this publication in new window or tab >>Customer expectations on service guarantees
2003 (English)In: Managing Service Quality, ISSN 0960-4529, Vol. 13, no 5Article in journal (Refereed) Published
Identifiers
urn:nbn:se:kau:diva-2576 (URN)
Available from: 2009-06-23 Created: 2009-06-23Bibliographically approved
4. The effect of service guarantees on service recovery
Open this publication in new window or tab >>The effect of service guarantees on service recovery
2003 (English)In: International Journal of Service Industry Management, ISSN 0956-4233, Vol. 14, no 1Article in journal (Refereed) Published
Identifiers
urn:nbn:se:kau:diva-2577 (URN)
Available from: 2009-06-23 Created: 2009-06-23Bibliographically approved
5. Revealing the Recovery Paradox: How the use of a service guarantee influences customer satisfaction
Open this publication in new window or tab >>Revealing the Recovery Paradox: How the use of a service guarantee influences customer satisfaction
2004 (English)In: Paper presented at the 4th SERVSIG conference annual in Singapore: NUS, Business School, National University of Singapore, 2004Conference paper, Published paper (Refereed)
National Category
Business Administration
Identifiers
urn:nbn:se:kau:diva-2578 (URN)
Conference
4th SERVSIG conference annual in Singapore: NUS, Business School, National University of Singapore
Available from: 2009-06-23 Created: 2009-06-23 Last updated: 2015-01-29Bibliographically approved

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Citation style
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