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Garanties de service : la théorie à l'épreuve de la pratique

Author

Listed:
  • Brigitte Auriacombe

    (EM - EMLyon Business School)

  • Louis Fabien
  • François Mayaux

Abstract

In 1988, Hart first started investigating service guarantees, describing the objectives and characteristics of what he named the unconditional service guarantee. This article compares this ideal theoritical model with the practices of service companies in terms of guarantees. The analysis concerns 56 guarantees currently designed in 7 different countries.

Suggested Citation

  • Brigitte Auriacombe & Louis Fabien & François Mayaux, 2004. "Garanties de service : la théorie à l'épreuve de la pratique," Post-Print hal-02311687, HAL.
    • Handle: RePEc:hal:journl:hal-02311687
    as

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