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Les garanties de service

Author

Listed:
  • Louis Fabien

    (HEC Montréal - HEC Montréal)

  • Brigitte Auriacombe

    (EM - EMLyon Business School)

  • François Mayaux

    (EM - EMLyon Business School)

Abstract

Over 10 years after the introduction of the concept of service guarantees, this article provides a critical analysis of current practices related to such guarantees. An observation checklist was developed to analyze 173 different agreements entered into by 56 businesses in the services sector. The authors conclude that the commitments made by the businesses are not overly constraining and very rarely guarantee total customer satisfaction. The article ends by suggesting several avenues for further reflection.

Suggested Citation

  • Louis Fabien & Brigitte Auriacombe & François Mayaux, 2003. "Les garanties de service," Post-Print hal-02311688, HAL.
    • Handle: RePEc:hal:journl:hal-02311688
    DOI: 10.3917/riges.284.0019
    as

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