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Planning and implementing effective service guarantee programs
Berman, Barry; Mathur, Anil - In: Business horizons 57 (2014) 1, pp. 107-116
Persistent link: https://www.econbiz.de/10010243454
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Service guarantees as a base for positioning in B2B
McColl, Rod; Truong, Yann; La Rocca, Antonella - In: Industrial marketing management : the international … 81 (2019), pp. 78-86
Persistent link: https://www.econbiz.de/10012107685
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We promise! : customer charters expand guarantees
McColl, Rod - In: Journal of business strategy 34 (2013) 6, pp. 11-18
Persistent link: https://www.econbiz.de/10010231383
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Customer intentions to ivoke service guarantees : do excellence in service recovery, type of guarantee and cultural orientation matter?
Van Vaerenbergh, Yves; De Keyser, Arne; Larivière, Bart - In: Managing service quality : MSQ ; an international journal 24 (2014) 1, pp. 45-62
Persistent link: https://www.econbiz.de/10010252064