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L'utilité d'une garantie de service : Le point de vue du personnel en contact

Author

Listed:
  • Brigitte Auriacombe

    (EM - EMLyon Business School)

Abstract

This article studies an interactive phenomenon which has received limited attention: the invocation of the unconditional service guarantee. A qualitative study investigates the phenomenon through three questions: what are the incidents that give rise to the invocation ? What compensation does the invocation result in ? How does the invocation process unfold ? The study also reveals how contact staff, interacting with customers, interpret incidents and decides whether or not to invoke the guarantee. The scope of this study goes beyond service guarantees and also concerns service recovery. Finally, the article presents three managerial recommendations to facilitate the use of service guarantees by contact staff.

Suggested Citation

  • Brigitte Auriacombe, 2015. "L'utilité d'une garantie de service : Le point de vue du personnel en contact," Post-Print hal-02313113, HAL.
    • Handle: RePEc:hal:journl:hal-02313113
    DOI: 10.7193/DM.077.31.45
    as

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