The role of service guarantees in service development

Sara Björlin Lidén and Bodil Sandén

The Service Industries Journal, 2004, vol. 24, issue 4, 1-20

Abstract: Service development lacks the level of systematisation and customer involvement that has proved important for product development. This article presents an empirical description of how service guarantees may support service development by systemising customer involvement after service failures. Thirty-one in-depth interviews and a content analysis of 41 guarantee invocations from the temporary work businesses and staffing services industry reveal that nine cases resulted in service development and 32 did not. We present explanations for these results, and identify what role a service guarantee -- from a development perspective -- plays in the service process, the recovery process and the development process.

Date: 2004
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DOI: 10.1080/0264206042000275163

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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