服务保障对消费者对服务提供者评价的影响

Journal of Customer Service in Marketing and Management Pub Date : 1999-12-20 DOI:10.1300/J127V05N04_01

P. Kennett, Kenneth L. Bernhardt, J. Z. Sneath

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引用次数: 2

摘要

许多企业高管认为，服务本身并不能提供担保。反对在服务业提供担保的论点集中在大多数……

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The Impact of Service Guarantees on Consumers' Assessments of Service Providers

ABSTRACT It is believed by many business executives that services do not lend themselves to warranties. The arguments against offering guarantees in service industries center on the idea that most ...

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Journal of Customer Service in Marketing and Management

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