Designing the service guarantee: unconditional or specific?

Article Abstract:

Service firms should implement an unconditional guarantee but its mass appeal would be greatly enhanced by including a specific payout clause. This is because while firms with unconditional guarantees are generally preferred, customers are more inclined to settle for specific guarantees when the ease of a probable refund is taken into consideration. These observations have been taken from an experiment which evaluated customer reaction to the two guarantee types with respect to risk reduction and trust in the service provider.

Consumer Behavior, Analysis, Marketing, Customer satisfaction

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Benchmarking quality goals in service systems

Article Abstract:

Quality control techniques, which have been used to improve competitiveness in manufacturing sectors, are also being adopted in the service industry as pressure to address service quality increases. benchmarking techniques can be used by firms to identify problem areas and facilitate improvement. The components of service delivery such as people, intangibles, and intangibles, coupled with management's drive to improve, must be considered to aid in service enhancement.

Quality Control Management, Research, Quality management, Quality control

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