haku: @author Hart, C. W. L. / yhteensä: 7
viite: 2 / 7
| Tekijä: | Hart, C. W. L. Schlesinger, L. A. Maher, D. |
| Otsikko: | Guarantees come to professional service firms (Dienstleistungsbetriebe) |
| Lehti: | Sloan Management Review
1992 : SPRING, VOL. 33:3, p. 19-29 |
| Asiasana: | |
| Vapaa asiasana: | UNTERNEHMENSSTRATEGIE, QUALITÄTSPOLITIK, GARANTIE |
| Kieli: | eng |
| Tiivistelmä: | Can lawyers, doctors, investment bankers , accountants, and consultants guarantee their work? Your money back if not absolutely delighted? Some professional service firms are doing axactly that, and they believe they are gaining not only satisfied customers but higher market share and improved service quality. The authors discuss the benefits and risks of unconditional and more limited guarantees. Firms that address this issue proactively now, they argue, will be less likely to rush into poorly considered guarantees later. A description of a case-study by R.E. Hunter and T. Raffio illustrates this article. |
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