Crisafulli, Benedetta; Singh, Jaywant - In: Journal of Service Management 27 (2016) 2, pp. 117-143
Purpose – When a service fails, the guarantee policy of the firm can be employed as a recovery strategy. The terms of the guarantee determine the amount of payout and the ease of invoking the policy. The guarantee terms can, therefore, influence customer perceptions of recovery fairness and...