Service guarantees and consumers’ evaluation of services

Investigates consumer perceptions of the utility of service guarantees in a table service restaurant setting. Uses conjoint analysis to determine the utility consumers assign to restaurants that varied along different levels of price, speed of service, quality of food, courtesy of server and service guarantee. The presence of an explicit service guarantee is not uniformly desirable in the selection of a table service restaurant.

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Year of publication:	1997
Authors:	Tucci, Louis A. ; Talaga, James
Published in:	Journal of Services Marketing. - MCB UP Ltd, ISSN 2054-1651, ZDB-ID 2020791-8. - Vol. 11.1997, 1, p. 10-18
Publisher:	MCB UP Ltd
Subject:	Competitive advantage \| Conjoint analysis \| Consumer behaviour \| Guarantees \| Restaurants \| Service quality

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Type of publication:	Article
Type of publication (narrower categories):	research-article
Language:	English
Other identifiers:	10.1108/08876049710158330 [DOI]
Source:	Other ZBW resources

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