Abstract
Service guarantees are seen as an effective tool to jump start quality improvements, to move an organisation towards superior quality levels, and to market high quality products to consumers (Wirtz 1998). Recent research has focused on the impact of various guarantee design features on consumer perceptions (McDougall, Levesque and VanderPlaat 1998; Wirtz 1997). This study explores the potential mediating effect of a firm’s quality reputation on the impact of service guarantees on consumer perceptions.
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Wirtz, J., Ng, I. C. L., & Sheang, L. K. (2015). Should a Firm with a Reputation for Outstanding Service Quality Offer a Service Guarantee? An Experimental Study. In Developments in Marketing Science: Proceedings of the Academy of Marketing Science (pp. 195–197). Springer Nature. https://doi.org/10.1007/978-3-319-17356-6_61
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