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

Brigitte Auriacombe (), Louis Fabien and François Mayaux
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Brigitte Auriacombe: EM - EMLyon Business School

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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.

Date: 2004-05-01
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Published in Revue Française du Marketing, 2004, 197 (2/5), pp.119-130 P

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-02311687

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