Service guarantees and consumers’ evaluation of services
Louis A. Tucci
(Assistant Professor of Marketing at Widener University, Chester, Pennsylvania, USA)
James Talaga
(Assistant Professor of Marketing at LaSalle University, Philadelphia, Pennsylvania, USA)
5421
Abstract
Investigates consumer perceptions of the utility of service guarantees in a table service restaurant setting. Uses conjoint analysis to determine the utility consumers assign to restaurants that varied along different levels of price, speed of service, quality of food, courtesy of server and service guarantee. The presence of an explicit service guarantee is not uniformly desirable in the selection of a table service restaurant.
Keywords
Citation
Tucci, L.A. and Talaga, J. (1997), "Service guarantees and consumers’ evaluation of services", Journal of Services Marketing, Vol. 11 No. 1, pp. 10-18. https://doi.org/10.1108/08876049710158330
Publisher
:MCB UP Ltd
Copyright © 1997, MCB UP Limited