Les garanties de service

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

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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.

Date: 2003-12-01
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Published in Gestion : Revue Internationale de Gestion, 2003, 28 (4), 19-25 p. ⟨10.3917/riges.284.0019⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-02311688

DOI: 10.3917/riges.284.0019

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