Planning and Implementing Effective Service Guarantee Programs Case Solution And Analysis, HBR Case Study Solution & Analysis of Harvard Case Studies

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This informative article explains the advantages of service guarantees to consumers and service providers highlights different types of service guarantees, analyzes why service guarantees are infrequently used, and describes the features of effective service guarantee programs.

We seek to inspire additional providers into offering service guarantees (when appropriate), to enhance the effectiveness of service guarantee programs, and to spur additional research that could reduce the difference between academic research and industry practices relating to service guarantees. Cautiously planned, implemented, and managed service guarantees can benefit providers by serving as a signal of quality to customers, emphasizing on consumer expectations, developing specific performance standards, providing reliable data on service failures, pinpointing weak points in the service-delivery process, and recovering customers who had otherwise be lost.

Regardless of these benefits, service guarantees are not normally used by service providers for a number of reasons. We study and assess these impediments as well as describe characteristics of efficient service guarantee programs from both the consumer's as well as service provider's views.

Planning and Implementing Effective Service Guarantee Programs case study solution

Publication Date: January 15, 2014 Product #: BH587-PDF-ENG

This is just an excerpt. This case is about Leadership & Managing People