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Article
Garanties de service : la théorie à l'épreuve de la pratique
in Revue française du marketing, 197 (2/5)
ISSN : 0035-3051Voir la revue «Revue Française du Marketing»
Autres numéros de la revue «Revue Française du Marketing»
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.
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