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....