... satisfaction Return on investment Business performance Customer relationship management Customer service Warranties An executive summary for managers and executive readers can be found at the end of this article. In the current era of intense price competition, increasing product...

... Customer service management Warranties One of the most vital prerequisites is an extensive knowledge of the principal customer expectations in each market segment (Ostrom and Hart, 2000 ; Wirtz, 1998 ; Kennett et al., 1999). A service guarantee should apply to an element of service...

...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...