Service Quality Assurance: First Define Consumer Satisfaction Guarantees And Warranties

机译：服务质量保证：首先定义消费者满意度的保证和保证

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Consumer service satisfaction guarantees and warranties are pr omises of future performance that cannot easily be inspected or assessed prior to consumption. Unfortunately, there has been little scholarly discussion or empirical research to define guarantees and warranties either for tangible products or services. This article is a synthesis of some of the issues associated with product warranties and satisfaction guarantees, especially as they relate to product offerings that are services. This synthesis differentiates between guarantees and warranties in practice and in definition with the hope that this can lead to better service management practice and research in service management.

机译：消费者服务满意度的保证和担保是未来性能的保证，在消费前不易检查或评估。不幸的是，很少有学术讨论或实证研究来定义有形产品或服务的担保和保证。本文是与产品保修和满意度保证相关的一些问题的综合说明，特别是与作为服务的产品提供有关的问题。该综合区分了实践中和定义上的担保与保证，希望这可以导致更好的服务管理实践和服务管理研究。

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来源
《International Conference on Information and Management Sciences; 20030824-30; Chengdu(CN)》|2003年|P.30-38|共9页
会议地点 Chengdu(CN)
作者
Robert S. Owen;
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作者单位

Texas AM University-Texarkana, Texarkana, TX 75505-5518, USA;

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会议组织
原文格式 PDF
正文语种 eng
中图分类信息资源及其管理;
关键词
service; guarantee; warranty; satisfaction;

机译：服务;保证;保修;满意;

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3. Deterministic Quality of Service Guarantee for Dynamic Service Chaining in Software Defined Networking [J] . Yu-Jia Chen, Li-Chun Wang, Feng-Yi Lin, IEEE transactions on network and service management . 2017,第4期

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4. Service Quality Assurance: First Define Consumer Satisfaction Guarantees And Warranties [C] . Robert S. Owen, Chinese University of Hong Kong(CN), Tsinghua University(CN), International Conference on Information and Management Sciences . 2002

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5. Consumers' loyalty on healthcare insurance products: Service quality and consumer satisfaction embedded model [D] . Ahmad Abdel Fattah, Fadi Abdel Muniem. 2016

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6. Tracking the Quality of Care for Sick Children Using Lot Quality Assurance Sampling: Targeting Improvements of Health Services in Jigawa Nigeria [O] . Edward Adekola Oladele, Louise Ormond, Olusegun Adeyemi, -1

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7. The relationships between food quality, service quality, perceived value-for-money, desires-congruence and self-congruence on consumer satisfaction and in turn lead to behavioural intentions and consumers' post-purchase attitude in the restaurant industry [O] . Jaafar Siti Nurafifah 2010

机译：食品质量，服务质量，感知物有所值，欲望 - 一致性和消费者满意度的自我一致性之间的关系反过来导致行为意图和消费者在餐饮业的购买后态度
8. Quality Satisfaction Instrument (A Guide for Measuring Service Quality Through Consumer Satisfaction). Volume I [R] . Schnall, S. M. 1978

机译：质量满意度工具（通过消费者满意度衡量服务质量的指南）。第一卷

Service Quality Assurance: First Define Consumer Satisfaction Guarantees And Warranties

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