A conceptual model and empirical examination of the effect of service guarantees on post‐purchase consumption evaluations
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 February 2004
Abstract
Empirically evaluates a model of service guarantees by addressing the impact of a service guarantee on consumers’ satisfaction evaluations. Proposes a model suggesting that the differentiating and signaling properties of a guarantee can influence service provider satisfaction and that a service guarantee may capitalize on the coproduction nature of services to increase consumer self‐satisfaction and overall satisfaction. Finds empirical support that a guarantee can influence post‐consumption evaluations, even in the absence of service failure and the guarantee being invoked, and therefore suggests that a service guarantee may influence consumer satisfaction even if the service is already highly reliable.
Keywords
Citation
McCollough, M.A. and Gremler, D.D. (2004), "A conceptual model and empirical examination of the effect of service guarantees on post‐purchase consumption evaluations", Managing Service Quality: An International Journal, Vol. 14 No. 1, pp. 58-74. https://doi.org/10.1108/09604520410513677
Publisher
:Emerald Group Publishing Limited
Copyright © 2004, Emerald Group Publishing Limited