Designing service guarantees – is full satisfaction the best you can guarantee?

  • Jochen Wirtz, Doreen Kum
  • Journal of Services Marketing, July 2001, Emerald
  • DOI: 10.1108/eum0000000005507

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http://dx.doi.org/10.1108/eum0000000005507

The following have contributed to this page: Jochen Wirtz