服务保证研究回顾与展望
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外国经济与管理 2008 年 第 30 卷第 05 期, 页码：42 - 47
摘要
参考文献
摘要
服务保证是企业用于解释被服务顾客在服务失败时可以期待企业以何种方式进行补救的一种声明。自上世纪90年代以来,服务保证已成为服务营销领域备受关注的研究主题。本文首先回顾了国内外的服务保证研究,介绍了相关研究现状;然后重点针对服务保证的概念、类型及特性,服务保证对顾客行为的影响,服务保证制度的设计程序与实施条件,以及顾客启用(或滥用)服务保证等问题,梳理了相关研究成果,并在此基础上归纳了现有研究的不足;最后为这一领域的后续研究指明了方向。
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[13]Wirtz,J,and Doreen Kum.Consumer cheating on service guarantees[J].Journal of the Academy of Marketing Science,2004,32(2):159-175.
[14]Wirtz,J,and Doreen Kum.Design service guarantees:Is full satisfaction the best you can guarantee[J].Journal of Services Market-ing,2001,15(4):282-297.
[15]Hays,J M,and Hill,A V.Service guarantee strength:The keyto service quality[J].Journal of Operations Management,2006,24:753-764.
[16]McCollough,M A,and Gremler,D D.Aconceptual model and empirical examination of the effect of service guarantees on post-pur-chase consumption evaluations[J].Managing Service Quality,2004,14(1):58-74.
[17]Liden,Sara Bjorlin,and Per Skalen.The effect of service guarantees on service recovery[J].International Journal of Service IndustryManagement,2003,14(1):36-58.
[18]McDougall,Gordon H G,Terrence Levesque,and Peter Vanderplaat.Designing the service guarantee:Unconditional or specific[J].Journal of Services Marketing,1998,12(4):278-293.
[19]Hart,C WL.Extraordinary guarantees[M].New York:American Management Association,1993.
[20]金立印.服务保证对顾客满意预期及行为倾向的影响[J].管理世界,2007,(8):104-115.
[2]Lee,Kyuho.Exploring the i mpacts of service guarantee strategy in the casual restaurant sector[D].Unpublished Ph.D.Dissertation,Virginia Polytechnic Institute and State University,2006.
[3]Ostrom,A L,and Hart,C W L.Service guarantee:Research and practice[A].in Swartz,T A,and D Iacobucci(Eds.).Handbook ofservice marketing and management[C].California:Sage Publications,Inc.,2000:299-316.
[4]Kashyap,R.The effects of service guarantees on external andinternal markets[J].Academy of Marketing Science Review,2001,(10):1-19.
[5]Sowder,J.The 100%satisfaction guarantee:Ensuring quality at HamptonInn[J].National Productivity Review,1996,15(2):53-66.
[6]Firnstahl,T W.My employees are my service guarantee[J].Harvard Business Review,1989,67(Jul./Aug.):28-32.
[7]Evans,M,Clark,J,and Knutson,B.The 100-percent,unconditional,money-back guarantee[J].Cornell Hotel and Restaurant Adminis-tration Quarterly,1996,37(6):56-61.
[8]Tucci,L A,and Talaga,J.Service guarantees and consumers’evaluation of services[J].Journal of Services Marketing,1997,11(1):10-18.
[9]Ostrom,A L,and Iacobucci,D.The effect of guarantees on consumers’evaluation of services[J].Journal of Services Marketing,1998,12(5):362-378.
[10]Wirtz,J,Doreen Kum,and Khai Sheang Lee.Should a firm with a reputationfor outstanding service quality offer a service guarantee?[J].Journal of Services Marketing,2000,14(6):502-512.
[11]Marmorstein,H,Sarel,D,and Lassar,W M.Increasing the persuasiveness of a service guarantee:The role of service process evidence[J].Journal of Services Marketing,2001,15(2):147-159.
[12]Abhijit Biswas,Sujay Dutta,and Chris Pullig.Lowprice guarantees as signals of lowest price[J].Journal of Retailing,2006,82:245-257.
[13]Wirtz,J,and Doreen Kum.Consumer cheating on service guarantees[J].Journal of the Academy of Marketing Science,2004,32(2):159-175.
[14]Wirtz,J,and Doreen Kum.Design service guarantees:Is full satisfaction the best you can guarantee[J].Journal of Services Market-ing,2001,15(4):282-297.
[15]Hays,J M,and Hill,A V.Service guarantee strength:The keyto service quality[J].Journal of Operations Management,2006,24:753-764.
[16]McCollough,M A,and Gremler,D D.Aconceptual model and empirical examination of the effect of service guarantees on post-pur-chase consumption evaluations[J].Managing Service Quality,2004,14(1):58-74.
[17]Liden,Sara Bjorlin,and Per Skalen.The effect of service guarantees on service recovery[J].International Journal of Service IndustryManagement,2003,14(1):36-58.
[18]McDougall,Gordon H G,Terrence Levesque,and Peter Vanderplaat.Designing the service guarantee:Unconditional or specific[J].Journal of Services Marketing,1998,12(4):278-293.
[19]Hart,C WL.Extraordinary guarantees[M].New York:American Management Association,1993.
[20]金立印.服务保证对顾客满意预期及行为倾向的影响[J].管理世界,2007,(8):104-115.
引用本文
金立印, 裘理瑾, 邹德强. 服务保证研究回顾与展望[J]. 外国经济与管理, 2008, 30(5): 42–47.
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