... defection. Hence, service recovery and customer retention need to be given due importance during the service design phase, and appropriate management decisions have to be made upfront rather than after service failures occur when it may be too late. Shopping Guarantees Complaints Customer loyalty...

...Jay Kandampully; Liam Butler Service offerings are largely intangible in nature. Customers are thus unable to assess the purchase outcome prior to experience, rendering the risk of possible customer dissatisfaction very high. It is argued that the concept of service guarantees proposed by services...

...Nir Donath Describes an attempt in Israel to put a “product” emphasis on a service environment, through offering guests on a vacation a service warranty that they will provide a “perfect vacation” ‐ or meet the guaranteed penalties in terms of compensation. Describes the nature of the warranty...