Service guarantees and consumers' evaluation of services

Article Abstract:

Service guarantees in the restaurant business, which aim to remedy customer dissatisfaction in their dining experience, have been shown to be insignificant in terms of selection of restaurants by customers. Service guarantees are relatively new to the restaurant business and the explicitness of the guarantees may cause customers to be suspicious about the level of service offered in the participating restaurants.

Eating places, Restaurants & Food Service, Food Services and Drinking Places, Product quality, Services, Restaurant industry

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A cost/benefit approach to understanding service loyalty

Article Abstract:

Research examining determinants of service loyalty assuming consumers perform cost/benefit analysis when deciding if they want to be "regular customers" is given. The research shows that along with service quality, transactions/switching cost factors have significant impact on customer loyalty.

Customer Relations, Customer loyalty

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What is a professional service? A conceptual review and bi-national investigation

Article Abstract:

Research on how consumers perceive professional services is discussed.

Canada, Marketing procedures, Marketing, Surveys, Surveys (Studies)

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