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Customer Expectations on Service Guarantees
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.ORCID iD: 0000-0003-2705-0836
2003 (English)In: Managing Service Quality, ISSN 0960-4529, Vol. 13, no 5, 338-348 p.Article in journal (Refereed) Published
Abstract [en]

Focuses on customer expectations on service guarantees. Theoretically, the basis consists of previous guidelines for service guarantee design. The empirical context is public transport, where customers that have invoked a service guarantee participate in focus groups. The results expand on prior research, which has argued that negative industry reputation is a hotbed for service guarantees and that the most preferred guarantee is unconditional; the paper’s results imply that customers prefer detailed regulations for when the guarantee is applicable, and that their general disbelief in a company with negative reputation makes the unconditional guarantee seem like a rip off. The results also indicate that the customers of a public service want the guarantee to be fair, that is, fairness in the possibility for all customers to invoke the guarantee, that all customers are familiar with the guarantee and that it cannot be misused by cheating customers. One of the contributions of the article is therefore to add “fairness” as a dimension to the previous guidelines suggested by Hart.

Place, publisher, year, edition, pages
2003. Vol. 13, no 5, 338-348 p.
Keyword [en]
Service quality assurance, Service industries, Transport services sector, Customer requirements
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-17963DOI: 10.1108/09604520310495822OAI: oai:DiVA.org:kau-17963DiVA: diva2:591582
Available from: 2013-01-21 Created: 2013-01-21 Last updated: 2015-06-02Bibliographically approved

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