This paper develops a theoretical framework that relates a service guarantee to service quality. The framework hypothesizes that a service guarantee can positively affect service quality through its positive effect on both learning through service failure and employee motivation and vision. A longitudinal, empirical study was conducted to test these hypotheses. Surprisingly, the service guarantee was not found to have a direct effect on learning through service failure. However, the service guarantee clearly had a positive effect on service quality primarily through its positive effect on employee motivation and vision. The research strongly supports using a service guarantee to improve service quality.
CITATION STYLE
Hays, J. M., & Hill, A. V. (2001). A longitudinal study of the effect of a service guarantee on service quality. Production and Operations Management, 10(4), 405–423. https://doi.org/10.1111/j.1937-5956.2001.tb00084.x
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