Should a firm with a reputation for outstanding service quality offer a service guarantee?

  • Jochen Wirtz, Doreen Kum, Khai Sheang Lee
  • Journal of Services Marketing, November 2000, Emerald
  • DOI: 10.1108/08876040010347615

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http://dx.doi.org/10.1108/08876040010347615

The following have contributed to this page: Jochen Wirtz