Understanding the mechanisms behind service guarantees: Are service guarantees more than a signal of quality?

Titelangaben

Hogreve, Jens ; Fließ, Sabine ; Gremler, Dwayne D.:
Understanding the mechanisms behind service guarantees: Are service guarantees more than a signal of quality?
In: Edvardsson, Bo ; Stauss, Bernd ; Brown, Stephen W. ; Johnston, Robert (Hrsg.): Proceedings of the 11th International Research Symposium on Service Excellence in Management (QUIS 11). - Wolfsburg, 2009