Information is generally believed to be a key component in creating corporate responsiveness, i.e. being able to anticipate or respond quickly to customer requests. Most firms are well aware of the need to become more responsive to customers in order to develop and maintain long‐term close...

Purpose – Although service guarantees are generally believed to give firms a competitive edge, much remains to be learned about the value of, and return on, this customer relationship management strategy. This study aims to examine the influence of implicit service guarantees on two important...