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Julie M. Hays, Arthur V. Hill & Susan E. Geurs

In: New Service Development: Creating Memorable Experiences

Chapter 12: The Impact of Service Guarantees on Service Quality at Radisson Hotels Worldwide

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The Impact of Service Guarantees on Service Quality at Radisson Hotels Worldwide
The impact of service guarantees on service quality at radisson hotels worldwide
Julie M.HaysArthur V.HillSusan E.Geurs

Services are intangible by definition, which often makes service quality difficult to measure and improve. Many firms bundle a service guarantee as part of their service product design to provide assurance to customers that the service will meet a promised standard (Hart, 1988, 1993). The guarantee also provides a predefined method of recovering customers when the service does not meet the standard. Hill (1995) argues that a service guarantee is a means to accelerate service quality improvement. The concept of a service guarantee has a strong intuitive appeal to many, but some research suggests that a service guarantee might ...

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