Service offerings are largely intangible in nature. Customers are thus unable to assess the purchase outcome prior to experience, rendering the risk of possible customer dissatisfaction very high. It is argued that the concept of service guarantees proposed by services management theory can be...

This paper provides a critical examination of how service value can be enhanced and the subsequent transformation of that knowledge into an organisation‐wide learning process. In particular, it concentrates on the role of people in creating and adding value to services by highlighting some of...

A firm’s success in the marketplace is not confirmed by attaining the goal of market leadership, but in sustaining that leadership through the consistent delivery of superior quality service. This research examines three groups of strategies (service quality control practices, service...