{"id":"https://openalex.org/W2063492986","doi":"https://doi.org/10.1108/08876040010347615","title":"Should a firm with a reputation for outstanding service quality offer a service guarantee?","display_name":"Should a firm with a reputation for outstanding service quality offer a service guarantee?","publication_year":2000,"publication_date":"2000-11-01","ids":{"openalex":"https://openalex.org/W2063492986","doi":"https://doi.org/10.1108/08876040010347615","mag":"2063492986"},"language":"en","primary_location":{"id":"doi:10.1108/08876040010347615","doi":"https://doi.org/10.1108/08876040010347615","is_oa":false,"landing_page_url":"https://doi.org/10.1108/08876040010347615","pdf_url":null,"source":{"id":"https://openalex.org/S180851279","display_name":"Journal of Services Marketing","issn_l":"0887-6045","issn":["0887-6045","2054-1651"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-1","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Services Marketing","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5064998398","display_name":"Jochen Wirtz","orcid":"https://orcid.org/0000-0002-6297-4498","observed_orcids":["https://orcid.org/0000-0002-6297-4498"]},"institutions":[{"id":"https://openalex.org/I165932596","display_name":"National University of Singapore","ror":"https://ror.org/01tgyzw49","country_code":"SG","type":"education","lineage":["https://openalex.org/I165932596"]}],"countries":["SG"],"is_corresponding":false,"raw_author_name":"Jochen Wirtz","raw_affiliation_strings":["Associate Professor, Department of Marketing, Faculty of Business Administration, National University of Singapore, Singapore"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Associate Professor, Department of Marketing, Faculty of Business Administration, National University of Singapore, Singapore","institution_ids":["https://openalex.org/I165932596"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5080299749","display_name":"Doreen Kum","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I165932596","display_name":"National University of Singapore","ror":"https://ror.org/01tgyzw49","country_code":"SG","type":"education","lineage":["https://openalex.org/I165932596"]}],"countries":["SG"],"is_corresponding":false,"raw_author_name":"Doreen Kum","raw_affiliation_strings":["Student, Department of Marketing, Faculty of Business Administration, National University of Singapore, Singapore"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Student, Department of Marketing, Faculty of Business Administration, National University of Singapore, Singapore","institution_ids":["https://openalex.org/I165932596"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5024567675","display_name":"Khai Sheang Lee","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I165932596","display_name":"National University of Singapore","ror":"https://ror.org/01tgyzw49","country_code":"SG","type":"education","lineage":["https://openalex.org/I165932596"]}],"countries":["SG"],"is_corresponding":false,"raw_author_name":"Khai Sheang Lee","raw_affiliation_strings":["Associate Professor, Department of Marketing, Faculty of Business Administration, National University of Singapore, Singapore"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Associate Professor, Department of Marketing, Faculty of Business Administration, National University of Singapore, Singapore","institution_ids":["https://openalex.org/I165932596"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I165932596"],"apc_list":null,"apc_paid":null,"fwci":2.2117,"has_fulltext":false,"cited_by_count":94,"citation_normalized_percentile":{"value":0.89331463,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":93,"max":99},"biblio":{"volume":"14","issue":"6","first_page":"502","last_page":"512"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9984999895095825,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9984999895095825,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.0006000000284984708,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12738","display_name":"Corporate Identity and Reputation","score":9.999999747378752e-05,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-guarantees","display_name":"service guarantees","score":0.8519999980926514},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.7699999809265137},{"id":"https://openalex.org/keywords/reputation","display_name":"reputation","score":0.5509999990463257},{"id":"https://openalex.org/keywords/risk-perception","display_name":"risk perception","score":0.7110000252723694},{"id":"https://openalex.org/keywords/purchase-intention","display_name":"purchase intention","score":0.949999988079071},{"id":"https://openalex.org/keywords/consumer-perception","display_name":"consumer perception","score":0.640999972820282},{"id":"https://openalex.org/keywords/hotel-industry","display_name":"hotel industry","score":0.8769999742507935},{"id":"https://openalex.org/keywords/moderating-effect","display_name":"moderating effect","score":0.5590000152587891},{"id":"https://openalex.org/keywords/service-providers","display_name":"service providers","score":0.3100000023841858}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7244206070899963},{"id":"https://openalex.org/C33756811","wikidata":"https://www.wikidata.org/wiki/Q7455756","display_name":"Service guarantee","level":5,"score":0.7228123545646667},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.699958324432373},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6894777417182922},{"id":"https://openalex.org/C48798503","wikidata":"https://www.wikidata.org/wiki/Q877546","display_name":"Reputation","level":2,"score":0.6686218976974487},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.6683919429779053},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6267610788345337},{"id":"https://openalex.org/C16151460","wikidata":"https://www.wikidata.org/wiki/Q3480069","display_name":"Service level objective","level":5,"score":0.6124660968780518},{"id":"https://openalex.org/C93225998","wikidata":"https://www.wikidata.org/wiki/Q1941972","display_name":"Moderation","level":2,"score":0.5931057929992676},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5709799528121948},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.5009589195251465},{"id":"https://openalex.org/C163355716","wikidata":"https://www.wikidata.org/wiki/Q2154783","display_name":"Risk perception","level":3,"score":0.42868226766586304},{"id":"https://openalex.org/C26760741","wikidata":"https://www.wikidata.org/wiki/Q160402","display_name":"Perception","level":2,"score":0.38615652918815613},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.10998278856277466},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.0659385621547699},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.0},{"id":"https://openalex.org/C169760540","wikidata":"https://www.wikidata.org/wiki/Q207011","display_name":"Neuroscience","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1108/08876040010347615","doi":"https://doi.org/10.1108/08876040010347615","is_oa":false,"landing_page_url":"https://doi.org/10.1108/08876040010347615","pdf_url":null,"source":{"id":"https://openalex.org/S180851279","display_name":"Journal of Services Marketing","issn_l":"0887-6045","issn":["0887-6045","2054-1651"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-1","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Services Marketing","raw_type":"journal-article"},{"id":"pmh:oai:scholarbank.nus.edu.sg:10635/140303","doi":null,"is_oa":false,"landing_page_url":"http://scholarbank.nus.edu.sg/handle/10635/140303","pdf_url":null,"source":{"id":"https://openalex.org/S7407052290","display_name":"National University of Singapore","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Working Paper/Technical Report"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":15,"referenced_works":["https://openalex.org/W629852207","https://openalex.org/W1491644571","https://openalex.org/W1989688030","https://openalex.org/W2011659350","https://openalex.org/W2036051455","https://openalex.org/W2059631616","https://openalex.org/W2083873307","https://openalex.org/W2084088686","https://openalex.org/W2111230857","https://openalex.org/W2151120286","https://openalex.org/W2234287353","https://openalex.org/W2328087162","https://openalex.org/W2470897740","https://openalex.org/W2977081695","https://openalex.org/W3147133440"],"related_works":["https://openalex.org/W2472671096","https://openalex.org/W2000823855","https://openalex.org/W1993456624","https://openalex.org/W2034989688","https://openalex.org/W2043670636","https://openalex.org/W2462461152","https://openalex.org/W1980083789","https://openalex.org/W2622051144","https://openalex.org/W2470862858","https://openalex.org/W2387902634"],"abstract_inverted_index":{"Studies":[0],"reputation":[1],"for":[2,48,75,105,132],"service":[3,14,23,46,54,78,146],"quality":[4,108,135],"as":[5],"a":[6,13,45,52,88],"potential":[7],"moderator":[8],"of":[9,22,44,67,87,145],"the":[10,35,42,63,65,76,85,106,110,120,125,133,141],"relationship":[11],"between":[12],"guarantee":[15,47,70,89],"and":[16,26,97,115,117],"its":[17],"impact":[18,121],"on":[19,101,122],"consumer":[20],"perceptions":[21],"quality,":[24,93],"risk":[25],"purchase":[27,102],"intent.":[28,103],"A":[29],"before\u2010after":[30],"experimental":[31],"design,":[32],"set":[33],"in":[34,62,80],"hotel":[36],"industry,":[37],"was":[38],"employed":[39],"to":[40,57],"explore":[41],"impacts":[43,111],"an":[49,68],"outstanding":[50,77,134],"versus":[51],"good":[53,107],"provider.":[55,136],"Contrary":[56],"what":[58],"had":[59,71,98],"been":[60],"implied":[61],"past,":[64],"introduction":[66],"explicit":[69],"no":[72,99],"negative":[73],"effect":[74,100],"provider":[79],"our":[81],"study.":[82],"In":[83],"fact,":[84],"provision":[86],"marginally":[90],"improved":[91],"expected":[92],"reduced":[94],"perceived":[95,123],"risk,":[96,124],"However,":[104],"provider,":[109],"were":[112,127],"all":[113],"positive":[114],"strong,":[116],"apart":[118],"from":[119],"effects":[126],"significantly":[128],"stronger":[129],"than":[130],"those":[131],"Our":[137],"findings":[138],"thus":[139],"support":[140],"hypothesized":[142],"moderating":[143],"role":[144],"quality.":[147]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":3},{"year":2023,"cited_by_count":3},{"year":2022,"cited_by_count":3},{"year":2021,"cited_by_count":4},{"year":2020,"cited_by_count":2},{"year":2019,"cited_by_count":4},{"year":2018,"cited_by_count":6},{"year":2017,"cited_by_count":4},{"year":2016,"cited_by_count":4},{"year":2015,"cited_by_count":5},{"year":2014,"cited_by_count":5},{"year":2013,"cited_by_count":8},{"year":2012,"cited_by_count":4}],"updated_date":"2026-08-26T07:47:46.906454","created_date":"2016-06-24T00:00:00"}
