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Keywords: Service control
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Journal Articles
Common mistakes in designing and implementing service guarantees
Available to Purchase
Journal:
Journal of Services Marketing
Journal of Services Marketing (2011) 25 (6): 451–461.
Published: 13 September 2011
...; and 2. measurement of customer and firm‐related outcomes (Hogreve and Gremler, 2009). These themes shape the direction of this study and we discuss them in turn. Service guarantees Qualitative research Australian service firms Service control Australia Customer services quality...
Journal Articles
Relationship marketing can mitigate product and service failures
Available to Purchase
Journal:
Journal of Services Marketing
Journal of Services Marketing (2003) 17 (1): 37–52.
Published: 01 February 2003
... Product quality Service control Customer satisfaction Relationship marketing Relationship marketing has been widely embraced as a method for developing customer loyalty, resulting in positive outcomes for both consumers and marketers. Researchers have suggested that developing...
