Much recent research has examined the differences between goods and services, but less empirical work has been done investigating differences among services. In this paper, we focus solely on services: through the use of multidimensional scaling, subjects' perceptions are used to infer...

Interpersonal relationships are an important and integral part of numerous social science research agendas. Analytical tools have been created in the last 10 years that model dyadic interactions. In particular, this article focuses on the dyadic models of Fienberg and Wasserman [Fienberg, S.E.,...

Recently, several service firms (e.g. Hampton Inn, Delta Dental Plan of Massachusetts) have successfully implemented service guarantees. Little research, however, has been done examining the conditions under which service guarantees are the most effective. The current research examines how the...

Purpose This paper aims to examine the status of service guarantees specifically, and cues to quality more generally. Design/methodology/approach Reflection on the 1998 Journal of Services Marketing article with views both to the academic literature and the presence of guarantees in industry....