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Journal Articles

Increasing the persuasiveness of a service guarantee: the role of service process evidence

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Howard Marmorstein, Dan Sarel, Walfried M. Lassar
Journal: Journal of Services Marketing
Journal of Services Marketing (2001) 15 (2): 147–159.
https://doi.org/10.1108/08876040110387935
Published: 01 April 2001
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Journal Articles

Managing the delayed service encounter: the role of employee action and customer prior experience

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Dan Sarel, Howard Marmorstein
Journal: Journal of Services Marketing
Journal of Services Marketing (1998) 12 (3): 195–208.
https://doi.org/10.1108/08876049810219511
Published: 01 June 1998
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