The role of service guarantees in service development

Abstract

Service development lacks the level of systematisation and customer involvement that has proved important for product development. This article presents an empirical description of how service guarantees may support service development by systemising customer involvement after service failures. Thirty-one in-depth interviews and a content analysis of 41 guarantee invocations from the temporary work businesses and staffing services industry reveal that nine cases resulted in service development and 32 did not. We present explanations for these results, and identify what role a service guarantee -from a development perspective -plays in the service process, the recovery process and the development process.

Cost-efficient co-creation of knowledge intensive business services

“…Delivery efficiency is currently discussed from many different perspectives. Originally some industrialization-related theories were applied (Lewitt 1972), then standardization (Tether et al 2001) and systematization (Lidén and Sandén 2004). In the past decade, these approaches have often been collected under productization's definition (Järvi 2016).…”

Scale development of apparel customization brand value: From the perspectives of practitioners and consumers

“…Brand services refer to the marketing activities provided by the brand to meet consumers’ needs ( Sok and O’Cass, 2011 ), thus playing an evident role in enhancing brand value ( Berry, 2000 ). Service guarantee, service attitude and service ability as a means to increase service quality are highly related to the customization brand service ( Björlin Lidén and Sandén, 2004 ; Kuo, 2007 ). In this vein, brand service will influence the brand value of the CACB.…”