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Twenty Years of Service Guarantee Research: A Synthesis


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Hogreve, Jens ; Gremler, Dwayne D.:
Twenty Years of Service Guarantee Research: A Synthesis.
In: Journal of service research : JSR. 11 (2009) 4. - S. 322-343.
ISSN 1094-6705 ; 1552-7379



During the past two decades, service guarantees have received increased attention as a means for service firms to attract and retain customers and gain a competitive edge in the marketplace. Although many academic studies, referring to diverse service guarantee aspects, have appeared during this time, a synthesis of research is needed to clarify what researchers have learned about service guarantees and what remains unknown. To evaluate the state of published research on service guarantees, 109 articles published from 1985 to 2008 are collected and analyzed. The resultant review reveals a significant change in the type of research being performed, including a shift toward geater interest in the impact of service guarantees on consumer behavior and service firms. However, a significant shortfall marks empirical work directed toward the internal and operational effects of service guarantees. The effects of service guarantees on service performance, service recovery, and return on service guarantee investments are topics in need of further research.

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Schlagwörter:service guarantees; research synthesis; service marketing; service recovery
Sprache des Eintrags:Englisch
Institutionen der Universität:Wirtschaftswissenschaftliche Fakultät > Betriebswirtschaftslehre > Lehrstuhl für Allgemeine Betriebswirtschaftslehre und Dienstleistungsmanagement
Verlag:SAGE Publications
Die Zeitschrift ist nachgewiesen in:
Titel an der KU entstanden:Nein
Eingestellt am: 16. Mai 2011 12:25
Letzte Änderung: 10. Jun 2016 11:26
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