Commentary: customer service insurance

Abstract

Discusses customer service guarantees and customer service insurance as ways to reduce consumers′ perceived risk in service encounters. Looks at some examples of how these could work in service encounters involving the time component and non‐transaction encounters. Views customer service insurance as a way in which companies can differentiate themselves from competition.

Citation

Klose, A.J. (1993), "Commentary: customer service insurance", Journal of Services Marketing, Vol. 7 No. 1, pp. 55-58. https://doi.org/10.1108/EUM0000000002533