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| Tekijä: | Sum, C-C. (et al.) |
| Otsikko: | Modeling the effects of a service guarantee on perceived service quality using alternating conditional expectations (ACE) |
| Lehti: | Decision Sciences
2002 : SUMMER, VOL. 33:3, p. 347-383 |
| Asiasana: | Guarantees Non-linear models Regression analysis Service quality |
| Kieli: | eng |
| Tiivistelmä: | This paper addresses the dearth of empirical research on the relationship between service guarantee and perceived service quality (PSQ). In particular, the moderating effects of a service quality guarantee on PSQ are examined. Knowledge of the relationship between how service quality is affected by service guarantee and employee variables such as employee motivation/vision and learning through service failures can assist service managers to allocate resourcers more judiciously, avoid pitfalls, and establish more realistic expectations. |
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