A service guarantee is a marketing tool that service firms have increasingly been using to reduce consumer risk perceptions, signal quality, differentiate a service offering, as well as to institutionalize and professionalize their internal management of customer complaint and service recovery [Gremler, 2009].

Not eligible: External factors beyond GO Transit's control. Meaning and Definitions of Service Guarantee. Temple University Fox School of Business ‘17, Course Hero Intern. Both cases, companies have guaranteed elements of the service they know is important. Eligibility If you paid for the affected trip using a PRESTO card, you can check to see if your trip qualifies for a refund once the trip is complete and available on the Service Guarantee site. You will be refunded the fare paid for the eligible delayed trip. Cannot add more than 15 favourites! Printed: Example: "GO Station". Northern University of Malaysia • BPMM 3083. A guarantee would be more apt for a lower budget hotel perhaps. Benefits of service guarantee [ edit ] According to Christopher Hart, service guarantees provide the following powerful platforms for promoting and accomplish service quality :  By delivering service guarantees, firms are forced to focus on customers’ want and expectation in every aspect of the service. Look for the star ( ) icon in the menu to find all your favourite trips and schedules. If you travelled using  single ride tickets, you will receive a GO fare voucher redeemable for the trip on which a delay was experienced. E.g. Service quality is truly uncontrollable - not good practice for a training organisation to guarantee that all participants would pass after a specific duration if passing depends on the participants own effort. If you travelled with single-ride tickets or day/group passes you may request a refund at any GO station by the end of the following weekday. In these cases, firms should carefully consider the consequences of offering a guarantee. at a pizza chain students occasionally cheated the company by invoking the service guarantee to receive free food. However, little research has been carried out within the area. If after using our services for 60 days you are not convinced that our unique approach is saving you money and making your business more efficient we will refund … They are offered by the likes of Radisson, Travel Lodge and Ibis.

Unconditional satisfaction guarantees or service attribute guarantees. E.g. expectation in every aspect of the service. Be sure to check out the Service Guarantee site for more details.

Stuck? The power of service guarantees One way for customer-focused firms to have professional complaint handling and effective service recovery is through offering service guarantees.

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