... considered desirable by its customers; and some form of compensation in the event of service failure. Service guarantee Customer satisfaction Return on investment Business performance Customer relationship management Customer service Warranties An executive summary for managers...

... Customer service management Warranties An executive summary for managers and executive readers can be found at the end of this article. For more than a decade, service companies have been using service guarantees to attract customers and build customer loyalty. A service guarantee is an explicit...

...Diane Halstead; Cornelia Dröge; M. Bixby Cooper Focuses on a group of unsatisfied carpet owners. Examines the roles of the carpet warranty and the post‐purchase service received during the complaint process in terms of their effects on customers′ satisfaction with complaint resolution. Presents...