Service guarantees in the context of professional services – case of law firms

Gnusowski, Marek

doi:10.18276/ejsm.2017.24-02

Cited by 2 publications

(6 citation statements)

References 16 publications

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“…Usually, SGs offers a full refund or problem-solving at no additional cost to consumers if performance on the service's various aspects is below what is in the contract (Hwang et al, 2020). Thus, the unconditionality of SGs typically implies greater consumer satisfaction (Chang et al, 2021;Gnusowski, 2017;Crisafulli and Singh, 2016). Berry (2019), Chang et al (2021), andWirtz (2018) state that a good SGs has to be easy to understand and communicate with customers and employees.…”

Section: Literature Review On Service Guaranteesmentioning

confidence: 99%

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Impacts of service guarantees on consumers' perceived quality and satisfaction in e-commerce

Oliveira

Souki

Silva

et al. 2023

IJQRM

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PurposeE-commerce platforms offer service guarantees (SGs) to improve consumers’ perceived quality and satisfaction. This survey aimed to test the direct and indirect effects of SGs on consumers’ perceived quality and satisfaction concerning the services of an international e-commerce platform.Design/methodology/approachThe survey sample consisted of 378 consumers of an international e-commerce platform. Structural equation modelling (SEM) tested two structural models.FindingsThe first hypothetical model demonstrated that SGs positively and directly affects perceived quality and consumers' satisfaction on an e-commerce platform. This model also revealed that the perceived quality directly and positively impacted consumer satisfaction. The second hypothetical model confirmed that perceived quality mediates the relationship between SGs and satisfaction. Moreover, SGs positively and indirectly impacts consumer satisfaction.Practical implicationsThis study suggests that e-commerce platforms use SGs as a marketing strategy in their business models to increase perceived quality and consumer satisfaction. However, to positively impact the perception of quality and consumer satisfaction, such SGs must have the following characteristics: unconditional, easy to understand and communicate, meaningful, easy and painless to invoke, and easy and quick to collect.Originality/valueThis research demonstrated the direct effects of SGs on perceived quality and consumer satisfaction on an international e-commerce platform. SGs directly impacts consumer satisfaction with the platform, even if they have not experienced its quality attributes (reliability, customisation, security and design). The indirect effects of SGs on consumer satisfaction were also proven, mediated by perceived quality. No previous study demonstrated such relationships simultaneously on e-commerce platforms.

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Section: Literature Review On Service Guaranteesmentioning

confidence: 99%

“…Thus, the unconditionality of SGs typically implies greater consumer satisfaction (Chang et al. , 2021; Gnusowski, 2017; Crisafulli and Singh, 2016).…”

Section: Literature Review On Service Guaranteesmentioning

confidence: 99%

Impacts of service guarantees on consumers' perceived quality and satisfaction in e-commerce

Oliveira

Souki

Silva

et al. 2023

IJQRM

View full text Add to dashboard Cite

show abstract

“…Chang et al. (2021), Gnusowski (2017), Crisafulli and Singh (2016), and Hart (1989) mention that one of the characteristics of a good SG is to be unconditional . This SG characteristic promises performance in all aspects of the service, which tends to generate satisfaction of consumers.…”

Section: Literature Review On Service Guaranteesmentioning

confidence: 99%

“…Another characteristic of an excellent SG is to be easy to invoke (Chang et al. , 2021; Crisafulli and Singh, 2016; Gnusowski, 2017; Hart, 1989). When a customer is dissatisfied, the company should not make it more difficult for him/her to access the guarantees provided for in the contract.…”

Section: Literature Review On Service Guaranteesmentioning

confidence: 99%

“…As a result, consumers expect that these guarantee rules invokes be communicated explicitly and straightforwardly (Crisafulli and Singh, 2016;Wirtz and Kum, 2004). , Gnusowski (2017), Crisafulli andSingh (2016), andHart (1989) mention that one of the characteristics of a good SG is to be unconditional. This SG characteristic promises performance in all aspects of the service, which tends to generate satisfaction of consumers.…”

Section: Contextualisation Of the Research Objectmentioning

confidence: 99%

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Service guarantees in an e-commerce platform: proposition of a framework based on customers' expectations, negative experiences and behavioural responses

Oliveira

Souki

Silva

et al. 2022

APJBA

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PurposeCompanies' relationship with their customers through e-commerce platforms has increased considerably in the past few years, bringing new challenges concerning service guarantees (SG). This study aims to propose a framework of the relations between customers' expectations on SG, their negative experiences and their attitudes and behavioural intentions towards an e-commerce platform.Design/methodology/approachThe research had a qualitative and descriptive approach. Testimonials from clients of an online e-commerce platform were obtained through interviews via videoconference and non-participant observation on a complaints website in Brazil. The testimonies were analysed through content analysis.FindingsThe customer expectations regarding the SG offered by the e-commerce platform are congruent with the five categories of the theory that support this research. Customer testimonials on the complaints site show that their negative experiences with the e-commerce platform generated negative emotional, cognitive and behavioural responses towards the company. A framework was proposed, including customers' expectations regarding SG, their negative experiences and their repercussions on clients' attitudes and behavioural intentions.Originality/valueThis article is the only that contemplates customers' expectations about SG in an e-commerce platform, relating them to attitudes and behavioural intentions. Thus, its framework demonstrates the relationships between customer expectations about SGs, their negative experiences and attitudinal and behavioural repercussions. This article brings academic and managerial contributions for companies and managers of e-commerce platforms. It contributes to clients and consumer protection associations by revealing problems they face with SG on e-commerce platforms. This research can be used by those responsible for elaborating laws and public policies to regulate and inspect the relationships between e-commerce platforms and their customers.

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Service guarantees in the context of professional services – case of law firms

Cited by 2 publications

References 16 publications

Impacts of service guarantees on consumers' perceived quality and satisfaction in e-commerce

Impacts of service guarantees on consumers' perceived quality and satisfaction in e-commerce

Service guarantees in an e-commerce platform: proposition of a framework based on customers' expectations, negative experiences and behavioural responses

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