This article highlights the different types of service guarantees, warranties explains the benefits of service consumers and service providers, explains why rarely used service guarantees, and the characteristics of programs that guarantee a service described efficient. We seek to motivate additional service providers offering service guarantees (if any) to improve the effectiveness of service assurance programs, and stimulate further research that can bridge the gap between the practices of academic research and industry in the field of service guarantees. Set well designed? Service guarantees controlled PART eligible service providers acting as a signal of quality to customers, focusing on consumer expectations, the development of specific performance standards, providing reliable data on service failures, identifying weaknesses in the process of service delivery and back customers that would otherwise be lost. Despite these advantages, guarantees of service are not commonly used by service providers for a variety of reasons. We study and evaluate these obstacles and to describe the characteristics of programs that guarantee an efficient service to the consumer and the views of service providers.
by
Barry Berman,
Anil Mathur
Source: Business Horizons
10 pages.
Date Posted: January 15, 2014. Prod #: BH587-PDF-ENG
Planning and implementation? Practical solutions ensures effective services programs if
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